Advanced Meter Infrastructure: Composite Technologies to Meet New Demands in Sales and Customer Service by SAP America, Inc.. Discover what benefits advanced meter infrastructure (AMI) brings and why, and learn how the SAP NetWeaver platform and enterprise service-oriented architecture can support more... >> Discover more offerings from SAP America, Inc..

IRMC Used VMware Virtual Desktop Infrastructure to Virtualize its Call Center Operations by AMD and VMware, Inc (E-mail this company) March 2008 - (Free Research) IRMC used VMware Virtual Desktop Infrastructure to virtualize its call center operations and support multiple call centers from a central data center, reducing IT costs while improving flexibility and competitiveness.  (CASE STUDY) READ ABSTRACT |

IRMC Used VMware Virtual Desktop Infrastructure to Virtualize Its Call Center Operations by AMD and VMware, Inc. March 2008 - (Free Research) IRMC used VMware Virtual Desktop Infrastructure to virtualize its call center operations and support multiple call centers from a central data center, reducing IT costs while improving flexibility and competitiveness.  (WHITE PAPER) READ ABSTRACT |

Cloud Cover for the Call Center: Meeting Demands Intelligently and Efficiently by Oracle Corporation March 2012 - (Free Research) This paper covers many of the complications and complexities of managing a call center. It explores the various solutions available and offers pros and cons to each of the options. It shows the positive financial impact picking the right choice can have.  (WHITE PAPER) READ ABSTRACT |

Call Centre Transformation: Turning Customer Experience Into Profits by SAP AG December 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.  (WHITE PAPER) READ ABSTRACT |

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

Debunking Security Concerns with Hosted Call Centers by inContact January 2011 - (Free Research) This paper discusses the different layers requiring security, how security should be addressed in each layer, and how to select a qualified hosted call center provider. Read this white paper to learn more.  (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 |

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 |

Moving beyond the Queue - Focusing on the Real-Time Customer by Inova Solutions May 2008 - (Free Research) In this paper, Tim Montgomery, a highly regarded industry consultant, speaker and author explores new ideas on ways every call center can keep up with new customer demands.  (WHITE PAPER) READ ABSTRACT |

Top 5 Ways to Make IVR Work for You and Your Customers by inContact September 2010 - (Free Research) This paper will help you find this crucial balance between financial efficiency and customer experience with 5 IVR best practices to help you ensure satisfaction all around. These methods have been developed by call center experts with years of experience in the call center space. Read on to learn about the top 5 ways to make IVR work for you.  (WHITE PAPER) READ ABSTRACT |

TiVo Reduces Call Center Costs by Google Search Appliance November 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.  (VIDEO) READ ABSTRACT |

Financial Guide: How to save Money and Create Value in a Tough Economy by Planon January 2009 - (Free Research) Real Estate and Workplace industry metrics and studies strongly suggest that hidden value on the balance sheet can reside within real estate and workplace assets.  (WHITE PAPER) READ ABSTRACT |

Automating Your Call Center Feedback by Mindshare Technologies March 2008 - (Free Research) The most successful contact centers are turning to leading-edge automated feedback solutions and developing processes to incorporate feedback into daily operations.  (WHITE PAPER) READ ABSTRACT |

Business Edition 6000 Business Data Sheet by Cisco Systems, Inc. October 2011 - (Free Research) Cisco Unified Communications Manager Business Edition 6000 delivers the superior performance, system redundancy, and broad application integration you need. Ideally suited to businesses with 100 to 1000 employees, it's an ideal choice when migrating from analog, digital, or hybrid-PBX phone systems.  (VIDEOCAST) READ ABSTRACT |

Business Edition 6000 Business Data Sheet by Cisco Systems, Inc. September 2011 - (Free Research) Cisco Unified Communications Manager Business Edition 6000 delivers the superior performance, system redundancy, and broad application integration you need. Ideally suited to businesses with 100 to 1000 employees, it's an ideal choice when migrating from analog, digital, or hybrid-PBX phone systems.  (VIDEOCAST) READ ABSTRACT |

Extra Space Storage Dials Up Sales with inContact & Salesforce CRM by inContact October 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.  (CASE STUDY) READ ABSTRACT |

Navy Federal Credit Union becomes trusted advisor with Infor by Infor December 2012 - (Free Research) Providing your customers with accurate, timely, pertinent information is the cornerstone of success for any client-based business. Check out this brief case study to lean how Navy Federal Credit Union implemented a cross-servicing platform to monitor customer interactions and provide more relevant services and information to their clients.  (CASE STUDY) READ ABSTRACT |

Top 10 Tips on Getting Started with Speech Analytics by Verint Systems April 2008 - (Free Research) By enabling enterprises to mine large volumes of recorded customer/agent voice interactions, speech analytics is redefining quality in a way that can promote greater customer satisfaction, loyalty, and value.  (WHITE PAPER) READ ABSTRACT |

Pros and cons of WFM in the call center by Infor WFM Workbrain January 2012 - (Free Research) The market for workforce management (WFM) software in the contact center saw double-digit growth last year, but the technology still needs work, according to experts. In this e-guide you’ll explore the pros and cons of WFM.  (EGUIDE) READ ABSTRACT |

Speech Analytics: The Simple Definition by Calabrio, Inc. June 2011 - (Free Research) What is "Speech Analytics," exactly, and why is it important? Find out how the latest wave of Speech Analytics offerings are used in call center communication today and what the benefits are.  (WHITE PAPER) READ ABSTRACT |

The power of Call Centers and Customer Loyalty by Infor CRM February 2012 - (Free Research) Read this e-guide from our award-winning editorial team to learn strategies for how to utilize innovative technologies to improve your customer experiences, retain customers and gain loyalty.  (EGUIDE) READ ABSTRACT |

Salesforce.com's Service Cloud for Dummies by Salesforce.com April 2010 - (Free Research) Salesforce.com's Service Cloud doesn’t just track and resolve customer service cases. It lets you participate in the online conversations about your products and services. Now, try the Service Cloud free for 30 days and bridge the gap between your call center, the social Web, and Web self-service. Plus get the free ebook Service Cloud for Dummies!  (EBOOK)

Best Practices in the Call Center: A Customer Touch-Point Methodology, Free Oracle Corporation Best Practices by Oracle Corporation January 2009 - (Free Research) One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions.  (WHITE PAPER) READ ABSTRACT |

Best Practices in the Call Center: A Customer Touch-Point Methodology by Oracle Corporation UK Ltd October 2012 - (Free Research) One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions.  (WHITE PAPER)

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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