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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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First Contact Resolution by Pegasystems

May 10, 2011 - (Free Research)
Contact centers have perfected the art of tracking customer inquiries, but first contact resolution is still alluding them.  The key to solving the problem-- not just answering, but resolving the issue. 
(EBOOK) READ ABSTRACT |

Gartner: What CIOs should know about cloud‑based customer service by ComputerWeekly.com

November 25, 2013 - (Free Research)
IT leaders and managers of customer support need to understand the limits of cloud-based CRM customer service and support software solutions, writes Michael Maoz, vice-president and distinguished analyst at Gartner. 
(ANALYST BRIEF) READ ABSTRACT |

Still Struggling to Reduce Call Center Costs without Losing Customers? by SAP AG

February 01, 2008 - (Free Research)
Efficient call centers that also meet customer expectations is a challenge that many organizations face. Discover the key steps to turning your call center into a strategic asset. 
(WHITE PAPER) READ ABSTRACT |

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

August 10, 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 |

Self-Service Performance Analytics Creates Greater Customer Engagement by Genesys

June 05, 2014 - (Free Research)
This white paper illustrates how to leverage analytics and business intelligence (BI) to gauge channel success and the performance of self-service options in the contact center. Discover how BI analytics embedded into IVR enables you to improve customer experiences, eliminate frustrations, and optimize your interaction processes. 
(WHITE PAPER) 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 |

Enhancing Interaction Center ROI in Turbulent Economic Times by SAP America, Inc.

April 2009 - (Free Research)
Interaction center managers, along with their counterparts in sales, marketing, and service, are being asked to deliver greater value on shoestring budgets. While the conventional reaction in tough economic times is to simply cut costs and services, the nature of the current downturn indicates that austerity measures of the past won't work today. 
(WHITE PAPER) READ ABSTRACT |

Network Foundation - Cisco 1700 Series by Cisco Systems

Cisco 1700 Series modular routers are ideal for enterprise small branch offices and small and medium-sized businesses that need secure access to business applications, network resources, and Internet services. The Cisco 1700 Series delivers fast, reliable and secure Internet/network access through a wide-range of high-speed WAN access technologies. 
(HARDWARE PRODUCT)

Wireless - Aironet 350 Series by Cisco Systems

The Cisco Aironet 350 Series of wireless LAN (WLAN) products leads the industry in performance, security, and reliability with cost effective solutions for the enterprise and small and medium-sized businesses. The Cisco Aironet 350 Series access point provides an ideal solution for customers who desire a non-upgradable IEEE 802.11b solution. 
(HARDWARE PRODUCT)

How Mobile Devices are Driving Innovations in Contact Centers by Avaya

October 2012 - (Free Research)
Failing to adopt a customer service strategy for mobile devices could put your business at a serious disadvantage. Gartner research suggests that 80% of companies will suffer revenue loss from the lack of customer support on mobile devices by 2013. Read this paper to learn how to utilize the opportunities mobility offers customer service. 
(WHITE PAPER) READ ABSTRACT |

The 10 Best Practices for Performance Management by Gomez

August 2009 - (Free Research)
Read this paper to learn the 10 best practices in performance management and how to apply them to your company and your online store to increase the overall customer experience, which is important now more than ever. 
(WHITE PAPER) READ ABSTRACT |

VW Credit, Inc. by Aspect

March 2008 - (Free Research)
Implementing Aspect eWorkforce Management and its Perform enhancement enabled VCI to optimize its agent performance by allowing better forecasting and more accurate planning, as well as more effective scheduling. 
(CASE STUDY) READ ABSTRACT |

Speech Analytics - The Power of Simplicity by Calabrio, Inc.

June 2011 - (Free Research)
This overview examines the power of Speech Analytics technology to extend resources and expand knowledge. 
(WHITE PAPER) READ ABSTRACT |

Deploying F5 Networks BIG-IP Local Traffic Manager with WebAccelerator for Microsoft Office SharePoint Server 2007 by F5 Networks

November 2007 - (Free Research)
One approach to improving overall system performance is the use of a class of Traffic Management Device commonly referred to as a WAN Accelerator. This paper details the results of using one such solution. 
(WHITE PAPER) READ ABSTRACT |

FCR Done Right! by Enkata Technologies

April 2012 - (Free Research)
Access this white paper to learn how to build an operational FCR program without sacrificing your budget. 
(WHITE PAPER) READ ABSTRACT |

New Analytics Approach Needed for Contact Center Success by Five9

May 2014 - (Free Research)
This exclusive e-guide features advice from experts on how to take your contact center from good to great with the right metrics for success. You'll also learn how to make better use of the large amounts of social data that are entering CRM systems with the right analytics approach. 
(EGUIDE) READ ABSTRACT |

Avaya Users Deploy Best-in-Class Practices to Improve Contact Center Performance by Avaya

November 2013 - (Free Research)
This exclusive paper examines how your organization can position itself to meet changing buyer needs by establishing best-in-class contact center programs. Read on and also discover 14 best practices that can ensure successful customer interactions. 
(WHITE PAPER) READ ABSTRACT |

Performance and Scalability Benchmark: Oracle Communications Billing and Revenue Management by Sun Microsystems, Inc.

July 2008 - (Free Research)
The Oracle Communications BRM application suite is a Tier 1, convergent billing framework that is architected for leading service providers. This white paper describes the performance and scalability results of Oracle Communications BRM 7.3.1 from the recent benchmark conducted at Sun Solutions Center in Paris and France. 
(WHITE PAPER) READ ABSTRACT |

The New CRM Metrics: Putting Them to Work by SearchCRM

January 2013 - (Free Research)
There is added pressure for contact center agents, with customers armed to the teeth with devices to connect with businesses- from tweets to texts to telephone calls. But with proper metrics to gauge their performance and lead to instructive training, some of that pressure can be alleviated. 
(WHITE PAPER) READ ABSTRACT |

Managing and Optimizing the Call Center by Aspect

September 2013 - (Free Research)
In this e-guide from the experts at SearchCRM.com, learn how your organization can optimize its call center and drive customer service success with the use of workforce management (WFM) software, real-time speech analytics software, guidance applications, predictive analytics, and other tools. 
(EGUIDE) READ ABSTRACT |

Performance that Adapts to Your Business Environment - Intel® Xeon® Processor 5500 Series Intelligently Scales Performance and Energy Use by Insight & Intel

October 2009 - (Free Research)
Servers based on the Intel® Xeon® processor 5500 series provide a foundation for IT management to refresh existing or design new data centers, achieving greater performance and energy efficiency. 
(TECHNICAL ARTICLE) READ ABSTRACT |

Presentation Transcript: Trusted IT: Service Assurance for Virtual Data Centers by EMC Corporation

July 2012 - (Free Research)
Read this presentation transcript to uncover best practices for managing your virtual data center, as well as details of a management suite that will help you ensure top-notch performance of your virtual environment. 
(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 |

Performance Center of Excellence by Hewlett-Packard Company

February 2009 - (Free Research)
As the application lifecycle evolves, components that drive efficiency and quality become more crucial. Organizations building centers of excellence (CoE) around performance testing find that the CoE centralizes resources and utilizes the full capabilities of today's robust automation products. Read on to learn more about the benefits of CoE. 
(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 |

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