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Advanced Meter Infrastructure: Composite Technologies to Meet New Demands in Sales and Customer Service by SAP America, Inc..
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Converting Service Calls into Sales with Real-Time Offer Management by SAP America, Inc.

July 1967 - (Free Research)
Banks, utilities, retailers, and the like are taking advantage of incoming calls and Web visits to make offers to existing customers. In this paper learn how with real-time offer management applications, can help leverage customer information. 
(WHITE PAPER) READ ABSTRACT |

Differentiation through Service Excellence Driving Customer Loyalty and Service Profitability by SAP America, Inc.

September 2008 - (Free Research)
The importance of achieving service excellence is growing. Products are increasingly becoming commodities, and CEOs are recognizing that first-rate service is crucial to enhancing customer satisfaction. This paper explores the crucial links between customer service and customer satisfaction. 
(WHITE PAPER) READ ABSTRACT |

Constellation Energy Group by EMC Corporation

June 2008 - (Free Research)
In its quest to fully leverage the new technologies, Constellation energy realized it needed to integrate them to one another, as well as integrate them with other business processes and applications. 
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Forging a CEM Strategy That Can Power Commerce by SearchCRM

April 2014 - (Free Research)
With a seemingly exhaustive number of methods to communicate -- not to mention an expected $280 billion in U.S. e-commerce sales in 2015 -- contact center technology today requires a new approach. 
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The Customer Service Balancing Act by Jive Software

February 2014 - (Free Research)
New social business solutions eliminate the traditional service trade-offs, providing an optimal combination of assisted peer-to-peer support communities, call deflection, selective escalation and productivity-enhancing collaboration. The result? Reduced call volume and faster resolution times, happier customers and lower costs. 
(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. 
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Knowledge Management: 5 Steps to Getting It Right the First Time by Oracle Corporation UK Ltd

September 2012 - (Free Research)
This eBook sets out 5 simple steps for optimizing customer service and support with an effective, best-practice-led knowledge management initiative. 
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Knowledge Management: 5 Steps to Getting It Right the First Time by Oracle Corporation

September 2012 - (Free Research)
This eBook sets out 5 simple steps for optimizing customer service and support with an effective, best-practice-led knowledge management initiative. 
(EBOOK) READ ABSTRACT |

Unified Communication Manager - Class of Service by Global Knowledge

February 2013 - (Free Research)
This whitepaper unveils how Class of Service within Cisco's Unified Communication Manager can help you control which phone numbers can be called by particular devices. View now to learn how this simple, flexible solution can be effective in numerous situations. 
(WHITE PAPER) READ ABSTRACT |

Building a Business Case for your Next-Generation QA Solution by Calabrio, Inc.

June 2011 - (Free Research)
This white paper shows you how to build your business case and obtain approval for a new or upgraded contact center quality assurance and recording solution. 
(WHITE PAPER) READ ABSTRACT |

The Business Case for Outsourcing Software Testing to a Separate Vendor by LogiGear Corporation

January 2006 - (Free Research)
This whitepaper will explore the single-source, and the multi-source approach to application development, highlighting the advantages and disadvantages of each, and pointing out the distinct advantages that multi-sourcing has over single-sourcing. 
(WHITE PAPER) READ ABSTRACT |

Speech Analytics: Best Practices for Analytics-Enabled Quality Assurance by Calabrio, Inc.

April 2012 - (Free Research)
This white paper provides tips and best practices for succeeding with speech analytics and using it to enhance your quality assurance (QA) process. 
(WHITE PAPER) READ ABSTRACT |

Presentation Transcript: Improve PeopleSoft Quality by Leveraging a Quality Assurance Center of Excellence Model by HP and FocusFrame

February 2009 - (Free Research)
Read this webcast transcript and learn how to leverage industry-leading quality management software and best practices to reduce test cycle time, decrease project risk, and increase the quality of your PeopleSoft applications. 
(PRESENTATION TRANSCRIPT) READ ABSTRACT |

Wu Xi Software Testing Center relies on HP to offer qualified cloud services for public by Hewlett-Packard Company

December 2012 - (Free Research)
This case study illustrates how Wu Xi, a Chinese testing services provider, successfully built a cloud testing platform that allows their customers access to a wide range of testing services including application lifecycle management (ALM), infrastructure planning, load testing, and more. 
(CASE STUDY) READ ABSTRACT |

Oracle Real Application Testing - Business Agility through Superior Testing by Oracle Corporation

December 2008 - (Free Research)
Read this paper to learn how Oracle Database 11g Real Application Testing (Oracle Real Application Testing) facilitates new technology adoption. 
(WHITE PAPER) READ ABSTRACT |

iTest Team - Rapid Test Automation for Equipment and Devices by Fanfare

iTest Team is an integrated test environment for developers, testers, and automation teams. It offers a unified approach for rapidly developing, automating, and maintaining test cases. iTest Team tests complex equipment and systems that are accessed through various protocols, such as command line interfaces, Web interfaces, SNMP, or command shells. 
(SOFTWARE PRODUCT)

Empowering QA and Equipment Testers by Fanfare

November 2006 - (Free Research)
To improve test coverage without adding more resources, QA groups need a new kind of automation tool. This white paper describes a breakthrough approach to high-tech equipment testing that empowers equipment testers to increase coverage and spend more time on creative testing. 
(WHITE PAPER) READ ABSTRACT |

CIC Shorts: Greater IT Insight Through Balanced Quality Assurance by SERENA Software, Inc.

April 2012 - (Free Research)
<p>Read this white paper to learn what it takes to initiate a balanced and direct approach to testing and QA throughout the application lifecycle. Effective management will lead to better IT insight, happier clients, and reduced costs.</p> 
(WHITE PAPER) READ ABSTRACT |

International Cruise & Excursions, Inc. by Aspect

January 2008 - (Free Research)
ICE contact center staff had been using Excel spreadsheets to schedule agents, which was an inefficient and difficult practice, Since the agents are the primary drivers of the company's sales. 
(CASE STUDY) READ ABSTRACT |

ExtraView Enterprise by Extraview Corporation

ExtraView Enterprise enables organizations to quickly and cost-effectively, create user specific web-based solutions that conform to a corporation's unique business processes and workflow requirements. 
(ASP & SOFTWARE PRODUCT)

Cisco Unified CRM Connector 3.0. by Cisco Systems, Inc.

The Cisco Unified Communications system is a full-featured business communications system built into an intelligent IP network. 
(SOFTWARE PRODUCT)

Cisco Unified CRM Connector 3.0 by Cisco Systems, Inc.

The Cisco Unified Communications system is a full-featured business communications system built into an intelligent IP network. 
(HARDWARE PRODUCT)

Moving beyond the Queue - Focusing on the Real-Time Customer by Inova Solutions

May 2008 - (Free Research)
In this paper, Tim Montgomery, a highly regarded industry consultant, speaker and author explores new ideas on ways every call center can keep up with new customer demands. 
(WHITE PAPER) READ ABSTRACT |

SearchSoftwareQuality.com E-Guide: Best Practices for Testing and QA by SAP America, Inc.

May 2012 - (Free Research)
This expert e-guide teaches QA managers ten things to know for successful configuration testing and provides guidance for overcoming five common hurdles of dealing with QA-reluctant CIOs. 
(EGUIDE) READ ABSTRACT |

Addressing Common Contact Center and Enterprise Business Issues with Speech Analytics by Verint Systems

April 2008 - (Free Research)
As a solution to contact center issues, this paper suggests Speech analytics, which gives organizations the ability tap into existing recorded customer interactions to gain actionable intelligence for improving business performance. 
(WHITE PAPER) READ ABSTRACT |

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