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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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Public complaints case study by SAS

March 21, 2013 - (Free Research)
With large volumes of data pouring into the Hong Kong Efficiency Unit's call center, they needed a way to manage this information and provide excellent customer service. Read this brief case study to see how they leveraged a visual analytics platform to take more effective action and make better decisions. 
(CASE STUDY) READ ABSTRACT |

Service Excellence Comes Easy with Antenna Software on Blackberry Smartphones by BlackBerry

February 25, 2009 - (Free Research)
Burdened by slow response times of yesterday's communication technologies, Toshiba America Medical Systems deployed Antenna Software's Field Service Solution to dispatch service calls, help CEs check parts inventory and debrief completed work. The solution had the advantage of integrating with their internal Amdocs Clarify CRM system. 
(CASE STUDY) READ ABSTRACT |

Avaya Aura Contact Center Database Integration Wizard: Part Two, Data Exchange by Global Knowledge

July 26, 2013 - (Free Research)
In Part 2, Data Exchange, of this series on the Avaya Aura Contact Center Database Integration Wizard you will see how to use the SEND REQUEST and GET RESPONSE operations so that customer information collected during the call to the contact center system can be exchanged with a backend database. 
(WHITE PAPER) READ ABSTRACT |

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 |

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. 
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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)

Hilton Reservations Worldwide by Aspect

March 2008 - (Free Research)
Since implementing the workforce management capabilities, HRW has seen data accuracy go from within ten percent of actual to within three percent of actual due to Aspect eWorkforce Management. 
(CASE STUDY) READ ABSTRACT |

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 |

Integrated vs. Unified: Five Reasons Why Contact Centers Must Get Unified by Aspect

August 2010 - (Free Research)
This paper presents the main differences between integrated and unified contact centers, and gives five reasons why it is imperative for contact centers to adapt a unified solution. Read on to learn how adopting such a solution can increase productivity, decrease costs, and enhance the customer experience, thereby increasing customer loyalty. 
(WHITE PAPER) READ ABSTRACT |

Drive Sales Performance: Keys to preparing your reps for today's sale environment by SAVO Group

September 2008 - (Free Research)
View this Webcast and learn how top organizations are improving productivity, increasing sales and driving higher quality performance from every rep. 
(WEBCAST) READ ABSTRACT |

Premise vs. Hosted Contact Center: Total Cost of Ownership Analysis by inContact

May 2011 - (Free Research)
Today, the majority of North American contact centers today are supported by premise-based contact center and telephony systems. But there's another money-saving option for contact centers: third-party owned and operated hosted services. Before you decide which model to use, there's another factor you should consider: Total cost of ownership (TCO). 
(WHITE PAPER) READ ABSTRACT |

Enterprise Resource Planning Software: Taking the Plunge by VAI, Vormittag Associates, Inc.

March 2009 - (Free Research)
Check out this white paper to discover the many benefits of Enterprise Resource Planning (ERP) software. 
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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 |

Making the IVR Work for You and Your Customers with Self Service Differentiation by inContact

August 2011 - (Free Research)
This webcast covers the potential of interactive voice recognition (IVR) technology to power service differentiation and improve customer relations. 
(VIDEO) READ ABSTRACT |

Oracle Analytics for CRM, Sales, Marketing, and More by Oracle Corporation

December 2011 - (Free Research)
In this resource, explore the offerings from Oracle when it comes to analytics and BI for CRM, sales, marketing, customer service, contact centers, and more. Discover the capabilities and benefits of these pre-built applications, and find out how implementing them in your organization can deliver real-time insights for better business decisions. 
(WHITE PAPER) READ ABSTRACT |

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. 
(WHITE PAPER) READ ABSTRACT |

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 |

What If Any Agent Could Take Any Call? by KANA (E-mail this company)

June 2012 - (Free Research)
Good customer service involves leveraging policies, people, and technology to answer customer questions and solve problems with accuracy, speed, and consistency. Check out this paper for tips on how to relieve customer service pain points and get your agents able to answer calls with ease, and keep customers coming back time and time again. 
(WHITE PAPER) READ ABSTRACT |

Use effective call centers to build customer loyalty by Infor CRM

February 2012 - (Free Research)
This tip guide features chapter 6 from Paul R. Timm's book, 'Technology and Customer Service: Profitable Relationship Building.' Access this resource now to learn how to align business process with customer relationship management (CRM) initiatives, tips for CRM strategy and how to effectively leverage the call center to improve customer loyalty. 
(EGUIDE) READ ABSTRACT |

Loss from Legacy Call Center Infrastructure by Genesys

September 2013 - (Free Research)
Is your legacy call center infrastructure limiting your organization's ability to increase efficiencies, reduce costs, and raise productivity? What's the true cost of a legacy call center? Answer these questions now by consulting this exclusive infographic. 
(WHITE PAPER) READ ABSTRACT |

Executive Insight: Multi-Sourcing in the Call Center by inContact

February 2009 - (Free Research)
This paper examines how many executives are beginning to understand that cutting cost by outsourcing call center operations isn't always the best solution. Learn how "cheaper" often comes at the expense of "better". 
(WHITE PAPER) READ ABSTRACT |

Business Intelligence Services and Solutions by Accenture

Accenture brings together a deep understanding of the business and technology dimensions of an organization to harness information to improve decision-making, financial management, regulatory compliance and customer service. 
(SOFTWARE PRODUCT)

NJ 2-1-1 Success Story by Five9

April 2013 - (Free Research)
Read this brief case study to learn how NJ-2-1-1 implemented a cloud-based virtual contact center that successfully handled over 90,000 calls when 2012's Hurricane Sandy hit. Read on to discover the benefits they are enjoying from this system. 
(CASE STUDY) READ ABSTRACT |

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