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Call Centre Transformation: Turning Customer Experience Into Profits by SAP AG
December 01, 2007 - (Free Research)
Call centres have been constantly evolving since the last third of the twentieth century. This evolution will continue as innovative information technology and shifting forces of competition drive call centre transformation. Customer interaction has become an important source of differentiation for organisations. Learn more in this white paper.
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TiVo Reduces Call Center Costs by Google Search Appliance
November 29, 2010 - (Free Research)
Implementing the Google Search Appliance not only reduced the amount of time TiVo's Customer Support Agents spent searching for content, it also reduced time spent on the phone with customers, ultimately leading to reduced call center costs. Watch this video.
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Finally, a Simple Way to Deploy a Customer Contact Center by Contactual (Now 8x8, Inc.)
February 11, 2010 - (Free Research)
The goal of customer interaction is to provide consistent and efficient service across all areas of customer contact channels. In this paper we examine two alternatives: building a contact center in-house versus using an online service such as Contactual OnDemand Contact Center to interact efficiently with customers.
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8 Traits of IT-Friendly Contact Center and Web Customer Service Software by eGain Communications Corp.
May 06, 2010 - (Free Research)
In this white paper, we discuss eight IT-friendly software traits that minimize risk, maximize ROI, and encourage innovation. Although the focus of this paper is on contact center and web customer service software, the discussion is broad enough to be a valuable guide for any technology investment.
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Improving the Customer Experience by Consona Corporation
June 14, 2011 - (Free Research)
This SearchCRM.com expert E-Guide explores effective strategies for helping improve the customer experience through knowledge management tools and various social CRM channels. Read this E-Guide to learn how to integrate and strategize these tools for an improved customer experience.
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Recovery Manager for Active Directory by Quest Software, now a part of Dell
Quest Recovery Manager for Active Directory offers an easy-to-use solution for fast, granular, online recovery of Active Directory (AD) in the event of inadvertent modification of AD due to software failure or human error.
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Best Practices for a contact center technology overhaul by Contactual (Now 8x8, Inc.)
June 10, 2011 - (Free Research)
Tap into the expert advice in this eBook to choose technology that will help you leverage multiple contact channels, effectively monitor agent interaction and deliver an excellent customer experience.
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Extra Space Storage Dials Up Sales with inContact & Salesforce CRM by inContact
October 11, 2010 - (Free Research)
This paper describes the benefits Extra Space Storage experienced by combining inContact’s on-demand platform and integrated with customer CRM software from salesforce.com. Read on to learn more about these benefits and learn how your company can experience the same results.
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7 Habits of Highly Effective Contact Centers and Help Desks by eGain Communications Corp.
February 17, 2010 - (Free Research)
In this paper, we discuss seven traits of successful contact centers and help desks, backed by stories and tips from our customers - some of the world’s most innovative customer service and support organizations. Read on to learn more about the seven habits that could set your contact center or help desk on the path to success and growth.
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5 Web Self-Service Pitfalls: What Every Contact Center Manager Must Know by eGain Communications Corp.
February 17, 2010 - (Free Research)
This paper discusses and analyzes 5 myths frequently encountered in the context of self-service strategies and implementations, and offers proven industry best practices to counter them. This paper will be a valuable resource for you as you develop, implement, and refine your customer self-service strategy.
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Self-Management of Passwords (SMOP) Version 1.1 by turbo-IT Corporation
May 17, 2011 - (Free Research)
Active Directory users often have their accounts locked out or forget their passwords. This download empowers users to perform self service password resets and unlock their accounts eliminating helpdesk calls resulting in increased productivity and reduced costs.
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CRM Buyer’s Guide – 2011 Edition by SearchCRM
June 02, 2011 - (Free Research)
Welcome to SearchCRM.com’s Buyer’s Guide. This directory was designed to be a valuable resource for those getting started with research or evaluating vendors in the CRM market.
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Customer Communication Management by Pitney Bowes Business Insight
July 06, 2010 - (Free Research)
CCM helps businesses transform routine business documents into communications that truly enhance the customer experience. CCM is an integrated end-to-end solution that enables companies to create, manage and deliver effective multichannel communications all while reducing the cost of communicating with and providing superior service to customers.
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GFI FAXmaker by GFI Software
GFI FAXmaker is the leading enterprise quality fax server when it comes to reliability, ease of use and administration, and price.
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Over-the-Top Video: First to Scale Wins by ComputerWeekly.com
October 12, 2012 - (Free Research)
This report from Arthur D Little assess the impact of video services focusing on professional long-form content, such as Hulu, Lovefilm and Netflix.
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The Definitive Guide to Windows Application Server and Backup 2.0 - Chapter 3: Whole Server Backups by AppAssure Software, Inc.
September 21, 2009 - (Free Research)
Ready to start ensuring solid backups in your environment, the Backup 2.0 way? That's what this chapter is all about, and what I call "whole server backups" is definitely the right place to begin. In this chapter, we'll discuss all the most common types of servers, what their native solutions look like, and assemble a Backup 2.0 wishlist.
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Top ten reasons to automate your IT processes by Hewlett-Packard Limited
August 03, 2012 - (Free Research)
As IT infrastructures become larger and more complex the need for automation increases for both it's organisational efficiency and knowledge retention. Automation technology can help address alerts and incidents, as well as increase infrastructure up time while reducing operational costs.
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Strategies for Cisco VPN Client Large-Scale Deployments by Global Knowledge Network, Inc.
March 2006 - (Free Research)
This paper explores the tools Cisco provides to simplify mass deployments of the VPN Client. The two methods are discussed: the creation of an installation CD-ROM and network-based installations. I will explain how to reduce calls to the Help Desk by locking users out of advanced configuration
functions in the user interface.
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Podcast: Automating Resource Monitoring with Robot/CONSOLE by Help/Systems
April 2010 - (Free Research)
Listen as we discuss the importance of monitoring and event notification for today’s computer systems. Learn about the critical role that Robot/CONSOLE can play by automating these processes.
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ABCs of RFID: Understanding and Using Radio Frequency Identification by Intermec
March 2009 - (Free Research)
This white paper provides an overview of RFID technology and capabilities, describes the common frequencies and technologies used in business applications, identifies major standards, and introduces ways to take advantage of RFID to improve convenience, accuracy, safety and security.
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Centrify Express 2010.1 by Centrify Corporation
August 2010 - (Free Research)
Centrify Express is the #1 choice of IT professionals for Active Directory-based single sign-on to Linux and Mac systems. It is a free solution with more functionality, tools, and upgrade options than alternative offerings.
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