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..

Commerce Anywhere: A Business and Technology Strategy to Maximize Cross-Channel Commerce Growth by Oracle Corporation April 26, 2011 - (Free Research) E-commerce has gone from fringe to foundation. Now, businesses must tailor their customer serivce approach to the more complex "anytime, anywhere" customer with mobile device in hand. This white paper from Oracle details the "commerce anywhere" approach.  (WHITE PAPER) READ ABSTRACT |

New Contact Center Megatrends and How to Ride them: The Contact Center Executive’s Guide to Career Success in Turbulent Times by eGain Communications Corp. February 17, 2010 - (Free Research) Megatrends are not fads; they won’t go away after a while. The trick is to embrace change and stay ahead of these trends instead of getting swept away. This paper discusses what the seven megatrends of transforming contact centers today. Read on to learn more about these trends and learn some proven ways of how to benefit from them.  (WHITE PAPER) READ ABSTRACT |

Mobile Technology: Equipping Supervisors and Managers for the Next-Generation Customer Contact Center by Aspect December 20, 2012 - (Free Research) For today's contact center managers, the increase in communication channels coupled with a more sophisticated customer base and mobile workforce is presenting major challenges. Read this resource to learn how mobile technologies can help relieve these burdens by simplifying management, increasing employee productivity, and much more.  (WHITE PAPER) READ ABSTRACT |

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.  (WHITE PAPER) READ ABSTRACT |

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 |

3-2-1 Contact the Call Center by SearchCRM January 31, 2013 - (Free Research) Contact centers can't live in the past. This three-part handbook offers insight into how contact centers can modernize an agent's tools to meet the demands and needs of customers whose mobile and social empowerment has put companies in the virtual hot seat.  (WHITE PAPER) READ ABSTRACT |

Agile , Secure, Reliable:  World-Class Customer Service in the Cloud by Oracle Corporation September 01, 2012 - (Free Research) Businesses looking to reduce the costs of customer service should look to the cloud. A recent Frost and Sullivan study found that cloud-based contact centers can reduce TCO by 77% in the first year vs. on-premise systems. Read on to learn about a cloud-based customer service platform and the benefits it can provide your business.  (WHITE PAPER) READ ABSTRACT |

From Workforce Management to Workforce Productivity by Aspect December 19, 2012 - (Free Research) This white paper reveals the technologies that support workforce productivity and offers tips for choosing the right supplier.  (WHITE PAPER) READ ABSTRACT |

The Next-Generation Contact Center by Aspect October 31, 2012 - (Free Research) Customers have more power than ever before in the buying process thanks to social media – experience can quickly be posted or tweeted, either boosting or slandering your brand reputation. Read this Forrester report to learn 6 features they recommend for future contact centers and a 4-step roadmap to better customer service.  (WHITE PAPER) READ ABSTRACT |

How Mobile Devices are Driving Innovations in Contact Centers by Avaya October 29, 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 future of Government operations: Digital citizen survey by ComputerWeekly.com May 02, 2012 - (Free Research) This report from Accenture looks at the challenges facing the public sector in offering digital services.  (IT BRIEFING) READ ABSTRACT |

Use effective call centers to build customer loyalty by Infor CRM February 08, 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 |

Overhauling a Legacy Contact Center: Starting Steps by Five9 May 10, 2013 - (Free Research) Overhaul of legacy contact center technology is often extremely costly and time-consuming, but it doesn't have to be. This expert e-guide offers advice on deciding when it's time to upgrade your contact center technology, making the business case for an overhaul, and important change management considerations.  (EGUIDE) READ ABSTRACT |

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.  (WHITE PAPER) READ ABSTRACT |

Hosted Contact Center Market Report: DMG Consulting by LiveOps March 28, 2011 - (Free Research) Hosted contact center adoption is increasing rapidly. Solutions provide quick deployment, quantifiable ROI, scalability, ongoing investment protection, reduced maintenance burden and minimal cash outlays. DMG Consulting, a leading contact center firm, has just released this new report discussing key market trends, ROI benefits, and key players.  (ANALYST REPORT) READ ABSTRACT |

5 Ways to Optimize Your Workforce by Aspect December 14, 2012 - (Free Research) You need to provide a flexible, efficient and consistent customer experience, but with the myriad of communication channels available today, legacy service strategies are inadequate. Read on to learn how unified communications and workforce optimization can provide the visibility and control needed to deliver exceptional customer service.  (WHITE PAPER) READ ABSTRACT |

Deploying Customer Service in the Cloud by Oracle Corporation UK Ltd November 30, 2012 - (Free Research) Read this white paper for best practices in deploying customer service in the cloud. Learn how to successfully implement, consolidate, optimize, and transform your customer experience management strategy and sustain a long-term competitive advantage.  (WHITE PAPER)

Six Best Practices for Agent Knowledge Management by KANA (E-mail this company) June 21, 2012 - (Free Research) Knowledge management can be a useful tool for improving the quality and efficiency of your contact center operations. This paper outlines a series of best practices to help you achieve maximum results from knowledge management within the contact center that will ultimately lead to better customer service, and higher revenues.  (WHITE PAPER) READ ABSTRACT |

Aberdeen Agent Desktop Optimization: Agents Can Finally Focus on the Customer whitepaper by SAP America, Inc. October 31, 2012 - (Free Research) In the context of the contact center, being able to provide agents with insights needed to support and engage customers is critical to deliver a positive customer experience. And agent desktop optimization (ADO) initiatives help contact centers accomplish this objective by empowering agents. Continue on for insights.  (WHITE PAPER) READ ABSTRACT |

Customer Experience Exchange E-Zine Issue 2 by SearchCRM January 31, 2012 - (Free Research) This second issue of Customer Experience Exchange highlights the contact center. Often an overlooked facet of customer relationship management (CRM), the contact center is usually the first way a customer reaches out to a company and thus should always be considered in CRM strategies.  (EZINE)

Contact Center Consumer Preference eBook by Avaya February 11, 2013 - (Free Research) You need to deliver a positive experience without sacrificing profitability—which requires balancing the needs of your customers with the realities of your business. Gain insight from a recent study to discover what today's consumers think about contact centers. In this eBook we will build on these insights and evaluate the results.  (EBOOK) READ ABSTRACT |

Customer Care in a Social World: Are We There Yet? by Oracle Corporation March 01, 2012 - (Free Research) This paper explores and explains why the contact center is a key strategic focal point for customer engagement via social channels.  (WHITE PAPER) READ ABSTRACT |

Speech Analytics - The Power of Simplicity by Calabrio, Inc. June 23, 2011 - (Free Research) This overview examines the power of Speech Analytics technology to extend resources and expand knowledge.  (WHITE PAPER) READ ABSTRACT |

Delivering a Superior Customer Experience by Avaya April 30, 2012 - (Free Research) Research shows that 90% of customer service decision-makers believe delivering quality service is paramount to success. But with tight budgets, businesses today need cost-effective ways of achieving higher service levels. Read on to learn how collaboration in your contact center can keep costs low while increasing service levels.  (WHITE PAPER) READ ABSTRACT |

Making the IVR Work for You and Your Customers with Self Service Differentiation by inContact August 11, 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 |

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