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. 

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. 

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. 

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. 

Enteo has developed a full set of integrated products to manage each step in the system lifecycle; together, they comprise the most efficient solution portfolio in the area of system management today. 

Pitney Bowes MapInfo® location intelligence solutions enable Time Warner Cable to more quickly and accurately identify new customers and increase sales. 

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. 

Business intelligence is a hot topic in 2010, especially with the upcoming release of Microsoft's SQL Server 2008 R2 being dubbed as the "BI release." In this e-zine, one SQL Server expert breaks down exactly what goes into self-service BI, where it works and where it falls short. 

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. 

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. 

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 outlines the five fundamentals for a successful FCR program.