This paper examines the differences between on-premises contact centers and hosted alternatives. It looks at the reasons why on-premises contact centers are becoming obsolete, and offers suggestions for how enterprises can eliminate capital expenditures while increasing customer satisfaction and staying on the forefront of innovation. 

This paper explains how to move the contact center beyond operational efficiency to business effectiveness and provides best practices employed by businesses that already operate their contact centers as profit centers and touching on the technology that makes it possible. Read on to learn how to transform your contact center into a profit center. 

First-contact resolution, or FCR, is a leading performance driver in the support centre. This white paper explores the strategic role first-contact resolution plays in support environments, provides best practices for optimising performance and outlines steps for achieving consistent FCR. 

This paper discusses how enterprise communications will continue to undergo significant changes during the next decade. Continue reading to learn what these changes in enterprise communications could be and what they could mean for your enterprise. You’ll also learn how to prepare for some of these major changes to ensure success for your company. 

This paper outlines key capabilities and top-line technical requirements to consider as you engage with IT to determine the best path forward to meet your customers’ demands. Continue reading to learn tips and techniques to keep pace with the consumer and deliver a next-generations customer experience. 

Identity Finder accurately finds and allows remediation of sensitive data across desktops, laptops, servers, databases, and websites. This can be performed agent or agentlessly with full dynamic policy and reporting capability. 

The best practitioners of online marketing are those who meld Internet marketing and technology tools with timely follow-up and tried-and-true, old fashioned human contact. This podcast walks you through key strategies for implementing an effective lead follow-up and qualification process 

This new smith+co white paper explores the importance of the customer experience and the role of technology in creating, nurturing and strengthening customer relationships with every single interaction. 

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. 

In March of 2009, VMware contacted Taneja Group to conduct an assessment of how VMware ESXi 3.5 and Microsoft Hyper-V compare when it comes to hosting multiple virtual machines - what is referred to in this report as "VM Density." Read this analyst report to learn about key findings from this study. 

Direct marketing is about communicating a message to a specific prospect or customer. This white paper from Business Objects, an SAP company, focuses on these concepts as they pertain to marketing, and particularly as they are supported by data quality functions inside of the broader EIM framework. 

The need for customer insight and responsiveness to that insight is the foundation and driving rationale for the emerging CRM concept of continuous customer dialogue through multi-channel touchpoints. 

Alexander Forbes is an aggressive adopter of technology and requires a professional, effective service desk to provide a high level of support for end users. The cost of doing this in-house is prohibitive. Dimension Data implemented a Service Desk to deliver support for end-user and infrastructure devices.