Most customer service organizations have recently seen operational budgets cut by nearly 20%. In addition, the goal of maintaining quality customer service has become more difficult to achieve. Organizations must now deliver the same levels of service with fewer resources. Can it be done? Read on, and find out how. 

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. 

The CRM buying process can be reduced to a set of 10 steps that will help you pare down the field of potential solutions to a few vendors who are the best fit. This guide will allow you to move through 10 sets of steps. 

This paper outlines how one specific business intelligence (BI) platform can benefit your financial organization. Read this now and learn how CFO dashboards can be used to measure, monitor and optimize banking performance, why creating a risk intelligent enterprise is critical, how to efficiently manage customers and investments and so much more. 

Today’s post and parcel organizations have been drastically affected in recent years by rising costs and shifting requirements. This white paper discusses an error-reducing solution that eliminates costly, advancement barring problems and can help the postal workforce experience increased efficiency and productivity. 

This white paper presents the results of a total cost of ownership (TCO) analysis comparing premise-based and hosted contact center platforms. 

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. 

This week’s Computer Weekly asks what chancellor George Osborne's Budget means for the UK IT community and if he can deliver his goal to make Britain "the technology centre of Europe". Also you'll find the final part of our private cloud Buyer's Guide and we examine the options for choosing the right WAN optimisation strategy. 

In investment reporting, customers expect detailed reports of irreproachable accuracy, delivered with no delay or excuses. This whitepaper will serve as as a guide for Investment Advisors. 

This White Paper is presented by IDC Health Insights and sponsored by HP and Intel. 

In this brief white paper, Jeff Martin, Station Casinos’ director of business intelligence (BI), provides specific examples of the types of problems that the company wanted to solve, and offers insight into the specific job scheduling solution it selected to overcome its challenges.