The right cloud computing solution makes it possible for call centers to eliminate barriers created by obsolete premise-based solutions, achieve customer service excellence and continue business success. Find out how inContact is helping hundreds of call centers greatly reduce costs while simultaneously increasing customer satisfaction levels. 

This paper discusses first contact resolution and the offerings for measuring success with FCR. 

See how a retail/distribution company can monitor and measure performance with easy-to-use dashboards. 

This paper outlines the five fundamentals for a successful FCR program. 

This expert e-guide looks at two real world case studies of how businesses used mobile technology to improve CRM. 

Many organisations implement “learning engagements,” or training programmes, to increase employee satisfaction, realise better team performance, and improve communication. 

This document is designed to give you a better chance of successfully implementing CRM software solutions and focus is on implementing CRM software in small to medium sized organizations. 

This benchmarking study from ESI International identifies the trends impacting the project management function in IT industry in three areas: PMO maturity, measuring and reporting on PMO effectiveness, as well as training involvement. 

Find out how a Microsoft Dynamics CRM solution provided real-time tracking of inventory, leads, and account information and helped OXBO International increase sales by 30 percent. 

Read this e-book to learn how to approach application lifecycle management (ALM) in order to deliver the timely, effective, modern applications that real business outcomes rely on. 

This white paper explores employee performance in today's organizations and examines how poor data analysis is contributing to percentage increases. Discover the right way to measure performance by ensuring data validity through key tactics and realize how accurate measurements can help drive business success. 

This paper examines the key communications challenges faced by organizations today and how web collaboration is delivering the right tools to help organizations meet their growth objectives.