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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.

(ASP & SOFTWARE PRODUCT)

Customer Experience Exchange E-Zine: Issue 3 by SearchCRM

March 20, 2012 - (Free Research)

In this third edition of the Customer Experience Exchange e-zine, Chris Maxcer delves into world of incorporating team-building activities into contact center agents' schedules, Vangie Beal discusses Dell's six-year investment in social media and Anna Fiorentino writes about why customer loyalty has dipped nearly 10%.

(EZINE)

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Best Practices for Transforming to a Multi-Channel Contact Center by inContact

January 18, 2012 - (Free Research)

Read this white paper to get a framework, plan and recommended best practices for transforming your siloed contact centers into a multi-channel servicing environment.

(WHITE PAPER)

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Avaya Aura Contact Center Scripting Demystified by Global Knowledge

May 18, 2011 - (Free Research)

Why is scripting so daunting to many IT pros? It's not an impossible skill to master - most people can master a simple system if they have the opportunity to practice. This white paper introduces an identifiable pattern that virtually all Contact Centers follow and associates key elements of that pattern with the corresponding scripting code.

(WHITE PAPER)

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Virtualization Solutions from Sun Microsystems: I Remember When Being Green Meant Compromise by LEGACY - DO NOT USE - Insight

June 2008 - (Free Research)

For every area of your datacenter, Sun Professional Services has created a tailored assessment service.

(WHITE PAPER)

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Improving Sales Effectiveness In a Buyer's Market by SAP America, Inc.

April 2012 - (Free Research)

This paper seeks to get to the bottom of gaps in CRM initiatives, identifying specific changes that have occurred in the process, areas where it is falling short and other tidbits to consider as your strategies move forward. Read this and gain insight into the results of a survey conducted amongst 160 firms with annual revenues of $250 million.

(WHITE PAPER)

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How to Dramatically Speed Accounting and Business Processes by Exact Software

March 2012 - (Free Research)

This case study examines a food services company that needed to find a more efficient way to keep track of and manage food and laundry inventories, address customer concerns in the call center, automate processes, and manage tax calculation processes. Continue reading to discover the software they used to effectively meet their business needs.

(CASE STUDY)

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Oracle Data Guard with Oracle Database 11g Release 2 by Oracle Corporation

December 2010 - (Free Research)

Read this white paper to learn about a unique data protection and recovery solution that provides the management, monitoring, and automation software to create synchronized standby databases that protect data from failures and other disasters.

(WHITE PAPER)

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Dell 12G White Papers: Why Dell for Oracle Decision Support Applications by Dell, Inc. and Intel

March 2012 - (Free Research)

This white paper explores the server requirements of today's critical applications and reveals key metrics used to monitor decision support.

(WHITE PAPER)

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Customers Standardize on Oracle Database 11g (Reference Booklet) by Oracle Corporation

December 2010 - (Free Research)

This customer reference booklet contains a sampling of real business results that organizations around the world, in a variety of industries, have achieved by upgrading and standardizing on Oracle Database 11g. We hope you find these success stories helpful in learning how Oracle can help you achieve your business and IT objectives.

(WHITE PAPER)

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Customers Standardize on Oracle Database 11g (Reference Booklet) by Oracle Corporation

December 2010 - (Free Research)

(WHITE PAPER)

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Meeting & Managing Your Recovery Time and Recovery Point Objectives/SLA’s by CA ARCserve

December 2010 - (Free Research)

Creating solid SLAs will let you save the day when the unexpected happens — and keep aggressive users at bay with a set of written expectations. Check out this brief white paper to learn how to build a better SLA for your organization.

(WHITE PAPER)

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Enterprises Standardize on Oracle Database 11g by Oracle Corporation

September 2011 - (Free Research)

This customer reference booklet contains a sample of real business results that organizations around the world, across a variety of industries, have achieved by upgrading and standardizing on Oracle Database 11g.

(WHITE PAPER)

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INFORMATION FOR SUCCESS: Enterprises Standardize on Oracle Database 11g by Oracle Corporation

September 2011 - (Free Research)

(WHITE PAPER)

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Portfolio Construction and Trading: Seven Key Factors in Evaluating Order Management Systems to Close the Gap by Advent Software, Inc

January 2009 - (Free Research)

This document examines the current state of Order Management Systems (OMS) portfolio management capabilities, identifies major challenges and "pain points" that firms encounter, and outlines seven system attributes needed to overcome them.

(WHITE PAPER)

Transforming the Customer Experience: How Four Contact Centers Did It Successfully by inContact

September 2011 - (Free Research)

If your organization isn't on the cloud yet when it comes to customer service, then you may be severely disadvantaged. Competition for customer service is increasing and your company needs all the latest tools to stay ahead of the game. Read this white paper to learn how four contact centers adopted agile cloud-based computing technologies.

(WHITE PAPER)

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Best Practices in the Call Center: A Customer Touch-Point Methodology, Free Oracle Corporation Best Practices by Oracle Corporation

January 2009 - (Free Research)

One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions.

(WHITE PAPER)

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Case Study: la Caixa - Bank takes customer and employee support to the next level by Hewlett-Packard Limited

January 2012 - (Free Research)

With HP's contact centre and customer services, la Caixa was able to expand and continue to provide excellent service to their customers. Read this case study now to learn more about HP's call centre and contact centre offerings.

(CASE STUDY)

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Adapt your contact center for increased customer satisfaction by inContact

January 2012 - (Free Research)

This video explains how you can combine interactive voice response (IVR) and ACD systems into one that tracks calls, call waits and offers "self-service" options for callers with a long wait. Watch this now to see a detailed overview of this all-in-one system that will save your organization money.

(VIDEO)

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Customer Experience Exchange E-Zine: Taking a swing at social CRM by SearchCRM

May 2012 - (Free Research)

This edition of the CEM e-zine examines the role social media can play in your company. Learn how Major League Baseball is capitalizing on this revolution to fill its stands even during the darkest of times of the season, why Pinterest is such a success and how Dell measures it's social media success by tracking 22,000 daily online comments.

(EZINE)

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Building the Contact Center of the Future by inContact

May 2012 - (Free Research)

This comprehensive white paper discusses the future of contact centers. From tools to strategy this paper covers all you need to know about ensuring that your customer service stays up to date.

(WHITE PAPER)

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Top 5 Ways to Make IVR Work For You and Your Customers by inContact

January 2012 - (Free Research)

This white paper describes five tips and challenges for using Interactive Voice Response (IVR) systems.

(WHITE PAPER)

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Debunking Security Concerns with Hosted Call Centers by inContact

September 2011 - (Free Research)

This comprehensive white paper explores the call center landscape, details the benefits of hosted call centers along with the risks involved in cloud-based services.

(WHITE PAPER)

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Cloud Computing for the Call Center: The Next Revolution by inContact

May 2010 - (Free Research)

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.

(EBOOK)

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Next Contact Avoidance:A Pre-Emptive Strategy for Customer Satisfaction by Enkata Technologies

April 2012 - (Free Research)

This paper discusses using predictive analytics to improve customer satisfaction.

(EBOOK)

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