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Executive Insight: Multi-Sourcing in the Call Center by inContact

February 20, 2009 - (Free Research)
This paper examines how many executives are beginning to understand that cutting cost by outsourcing call center operations isn't always the best solution. Learn how "cheaper" often comes at the expense of "better". 
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Verity Credit Union Streamlines Application Access, Reduces Helpdesk Costs and Improves Customer Service by Imprivata

February 28, 2010 - (Free Research)
This case study shares one credit union's experience with an authentication solution that helped it efficiently manage user access across all applications without hindering productivity or adding costs. 
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USF Federal Credit Union Establishes Airtight DR with EVault and Simpler-Webb by i365, makers of Evault

April 2008 - (Free Research)
Since implementing i365 InfoStage, things have gotten a lot easier -- and a lot more comfortable -- for USF FCU. 
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Best Practices for Home Agents by Avaya Inc.

June 2008 - (Free Research)
Employing home agents allows you to expand and improve your call center team. And they can be a form of insurance to keep your business running if disaster strikes. This white paper contains best practices for developing a Home Agents program. 
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Affinity Credit Union chooses HP Fortify on Demand - Cloud-based security assessment service for mobile remote deposit capture application by Hewlett-Packard Limited

November 2013 - (Free Research)
This resource shows the benefits associated with cloud-based security assessment services and how you can apply them to your business. 
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American Eagle FCU Case Study by Emerson Network Power

July 2009 - (Free Research)
Learn how Emerson Network Power and its Liebert power and cooling technologies helped American Eagle Federal Credit Union achieve higher availability of data and IT services and improved energy efficiency. 
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PCI Compliance Made Simple by Alert Logic

February 2008 - (Free Research)
Major data breaches have caused untold damage. These unfortunate events have led to the creation of a data security standard (PCI DSS) that all payment card industry members must comply to. This white paper helps to simplify and provide a deeper understanding of the PCI DSS v1.1 and discusses best practices to achieve PCI compliance. 
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Credit Union of Colorado Customer Testimonial by CommVault Systems, Inc.

February 2014 - (Free Research)
Access this webcast to find out which management solution the Credit Union of Colorado selected to achieve true information management strategy and ensure recoverability and compliance. 
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PCI Compliance Made Simple by Alert Logic

March 2007 - (Free Research)
This white paper helps to simplify and provide a deeper understanding of the PCI DSS v1.1, discusses best practices to achieve PCI compliance, and identifies which of these requirements can be satisfied by Alert Logic. 
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Consolidation 2.0: Consolidation Trends in Contact Center Technologies and Operations by CosmoCom, Inc.

January 2008 - (Free Research)
This white paper explains the benefits of Consolidation 2.0 and shows how it best meets the demands of today's global business environment. 
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FCR Done Right! by Enkata Technologies

April 2012 - (Free Research)
Access this white paper to learn how to build an operational FCR program without sacrificing your budget. 
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Business Skill Courseware by SkillSoft Corporation

SkillSoft’s Business Skills Library focuses on behavioral skills that are designed for business professionals and key to performance regardless of job responsibility, as well as the skills and knowledge that are relevant to the various areas of functional responsibility in today’s business organizations. 
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Real-Time Risk Monitoring: Timely Monitoring and Management of Positions/Exposures by Sybase, an SAP company

June 2011 - (Free Research)
Check out this white paper now, compliments of Sybase, and learn how you can get timely monitoring and management of your positions and exposures—with less risk! 
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Five Simple Strategies to Make Your Contact Center a Success by Genesys

June 2014 - (Free Research)
View this informative white paper to learn how to cost-effectively increase the level of service in your contact center with the right technology. Discover five best practices to make your call center a success. 
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Benchmarking in the contact center: Tips for managing what you measure by Avaya

December 2010 - (Free Research)
Benchmarking projects are a great way for contact center organizations to improve their operations in order to reconcile competing demands from customers and the business. Read this white paper to learn best practices for executing a successful contact center benchmarking project. 
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Doing More with Less: Next-Generation Strategies and Best Practices for Customer Service by eGain Communications Corp.

December 2003 - (Free Research)
Download a complimentary white paper on how world-class companies sustain service excellence, improve contact center productivity and reduce costs to beat their competitors in today's tough business environment. 
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Deploying a Contact Center in the Cloud - A Guide to Best Practices by Genesys

July 2012 - (Free Research)
To effectively engage with customers across a newly-broadened spectrum of channels, savvy organizations are looking to cloud-based contact centers. In this white paper, discover 10 best practices for deploying and managing cloud-based contact centers that will help you keep costs down, customers happy, and processes efficient. 
(WHITE PAPER) READ ABSTRACT |

Six Best Practices for Agent Knowledge Management by KANA (E-mail this company)

June 2012 - (Free Research)
Knowledge management can be a useful tool for improving the quality and efficiency of your contact center operations. This paper outlines a series of best practices to help you achieve maximum results from knowledge management within the contact center that will ultimately lead to better customer service, and higher revenues. 
(WHITE PAPER) READ ABSTRACT |

Achieving PCI Compliance with Log Management by Hexis Cyber Solutions Inc

July 2008 - (Free Research)
This white paper will review what is specifically called for in PCI DSS Requirement 10, explore the technical considerations of the requirement, and consider some different approaches to addressing the requirement. 
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Top 5 Ways to Make IVR Work for You and Your Customers by inContact

September 2010 - (Free Research)
This paper will help you find this crucial balance between financial efficiency and customer experience with 5 IVR best practices to help you ensure satisfaction all around. These methods have been developed by call center experts with years of experience in the call center space. Read on to learn about the top 5 ways to make IVR work for you. 
(WHITE PAPER) READ ABSTRACT |

A Brazilian company adopts IBM System z to handle rapid business growth by IBM

May 2013 - (Free Research)
This on-demand video case study explains how Sicoob, Brazil's largest cooperative credit system, achieved high performance and scalability by investing in the right server platform, allowing the company to accommodate business growth. 
(WEBCAST) READ ABSTRACT |

Case Study: The Push For Simple, Cost-effective PCI Compliance by Dell SecureWorks UK

July 2012 - (Free Research)
To avoid fines and meet an upcoming compliance deadline, call centre services provider, RESPONSE (Building Rewarding Relationships), needed to improve security. Read this paper to learn how the organisation secured an easily installed and managed security solution that could also be deployed in time to meet the looming deadline. 
(WHITE PAPER) READ ABSTRACT |

Empowerment as a Growth Strategy by Oracle Corporation

September 2007 - (Free Research)
Companies are using technology and other tools to help employees deliver an organization's best collective thinking during each customer interaction. Among them is Hewlett-Packard (HP), which we will feature in this paper. We will also explain why empowering your key customer-facing employees is the new path to achieving extraordinary results. 
(WHITE PAPER) READ ABSTRACT |

The State of Next-Generation Market- and Credit-Risk Analytics by IBM

November 2013 - (Free Research)
Access the following white paper to gain a firsthand look at the next-generation market and credit-risk analytics that are helping many companies through this touch economic time. 
(WHITE PAPER) READ ABSTRACT |

Protecting Credit Card Data: How to Achieve PCI Compliance by Motorola, Inc.

July 2007 - (Free Research)
This white paper details the best way to achieve compliance by building a complete end-to-end PCI-capable solution. 
(WHITE PAPER) READ ABSTRACT |

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