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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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Top 5 Ways to Make IVR Work for You and Your Customers by inContact

September 22, 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 |

Differences between Avaya Aura Contact Center (AML or SIP) and Avaya Aura Call Center Elite by Global Knowledge

October 29, 2013 - (Free Research)
In this exclusive paper, Global knowledge instructor Brett Hanson answers crucial questions concerning the various Contact Center solutions that are available from Avaya. 
(WHITE PAPER) READ ABSTRACT |

Finding and Fixing VoIP Call Quality Issues by WildPackets, Inc.

August 2008 - (Free Research)
This white paper examines the various factors that can lead to poor VoIP call quality and how a network administrator can use WildPackets® OmniPeek™ Enterprise to pinpoint issues and keep the VoIP network running smoothly and efficiently. 
(WHITE PAPER) 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 |

How to Fine-Tune your Contact Center by SearchCRM

August 2013 - (Free Research)
With call center software, best business practices can be difficult to navigate. But the payoff is worth investigating. In this handbook, readers find detailed explanations of the latest call center technologies as well as insight on call center management—including schedule and workforce management. 
(EGUIDE) READ ABSTRACT |

US Airways Standardizes WFM Across All Contact Centers by Aspect

September 2013 - (Free Research)
After a merger, US Airways was struggling with a great disparity between the applications used across its five call centers. It was evident that US Airways needed a single workforce management tool across all contact centers, in order to solve scheduling issues and better forecast call volume. 
(CASE STUDY) 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 |

Social channels changing contact center certification by Salesforce.com

March 2012 - (Free Research)
In this expert tip, find out which certification programs are getting overhauled, including those focused on individual call center managers and agents, such as the program from ICMI, and the costs associated with these certifications. 
(EGUIDE) READ ABSTRACT |

Five Calls to Make When Developing a Mobile Learning Strategy by SkillSoft Corporation

June 2011 - (Free Research)
Welcome to the exciting (and confusing) world of mobile learning. What are the five calls to make when developing a mobile learning strategy? Find out in this white paper. 
(WHITE PAPER) READ ABSTRACT |

Dish TV Virtualizes Storage to Boost Call Center Reliability by HP India

June 2013 - (Free Research)
Access this concise case study to find out which HP storage and blade servers Dish TV adopted to accommodate business growth. 
(CASE STUDY) READ ABSTRACT |

Cisco Unified CRM Connector 3.0. by Cisco Systems, Inc.

The Cisco Unified Communications system is a full-featured business communications system built into an intelligent IP network. 
(SOFTWARE PRODUCT)

Cisco Unified CRM Connector 3.0 by Cisco Systems, Inc.

The Cisco Unified Communications system is a full-featured business communications system built into an intelligent IP network. 
(HARDWARE PRODUCT)

Midmark Aims for Excellence with Efficient Products and Support by LogMeIn, Inc.

September 2009 - (Free Research)
Find out how healthcare equipment and diagnostic product vendor, Midmark, uses LogMeIn Rescue to give helpdesk support to internal and external users, and customers worldwide on their PC's, Macs and smartphones. 
(CASE STUDY) READ ABSTRACT |

The Hidden ROI of a Cloud-based Contact Center by Five9

January 2013 - (Free Research)
Access this report from Aberdeen Group to examine some of the top business drivers for cloud-based contact centers. You'll also explore the benefits that the cloud offers contact centers, and how it improves customer experience over traditional call center deployments. 
(ANALYST REPORT) READ ABSTRACT |

Mobile Devices Reshaping the Customer Experience: Learn how a mobility strategy can drive innovation and add a competitive edge to your contact center by Avaya

December 2012 - (Free Research)
This resource details the opportunities that mobility presents for contact centers, and offers guidance to help you weave these opportunities into a strategy that empowers you to capitalize on mobile benefits and sharpen your competitive edge. 
(WHITE PAPER) READ ABSTRACT |

Case study: How CVS/Pharmacy found customer service success by Aspect

July 2013 - (Free Research)
This case study reveals how a unified contact center platform enabled CVS/Pharmacy – the nation's largest retail pharmacy chain – to successfully meet its multichannel customer service objectives. 
(CASE STUDY) READ ABSTRACT |

How To Get Users To Stop Calling You ITs Guide to Helping Users Help Themselves to Reports by Noetix Corporation

October 2012 - (Free Research)
Read this presentation transcript to learn how many companies using Oracle platforms are finding BI refuge in Noetix BI technologies. Learn first-hand how this technology integrates seamlessly with Oracle EBS to offer real-time analytics capabilities. 
(PRESENTATION TRANSCRIPT) READ ABSTRACT |

Healthcare Network Security with Fewer House Calls: Solution Brief by Intel

May 2013 - (Free Research)
By evaluating offerings and finding the right investment, a struggling IT campus-based IT department they were able to install a remote management solution that allowed them to simplify IT and better secure the sensitive patient data residing in their on-campus health center. 
(WHITE PAPER) READ ABSTRACT |

Designing Artificial Intelligence for Games (Part 1) by Intel Software Network

June 2009 - (Free Research)
This article begins a four part series that explores the following important AI concepts and how to optimize them to run on today’s cutting edge multi-core processors. 
(WHITE PAPER)

3-2-1 Contact: The Call Center in a Multichannel World by SearchCRM

April 2014 - (Free Research)
Learn how mobile apps are changing how agents interact with customers -- and how some companies are integrating mobile CRM with the contact center. 
(EBOOK) READ ABSTRACT |

8 Seconds to Capture Attention: Silverpop's Landing Page Report by Silverpop Systems Inc.

August 2008 - (Free Research)
It's estimated that up to 50 percent of visitors to landing pages will bail in the first eight seconds. This evaluation explains how putting more effort on nurturing recipients once they hit those landing pages would be time and money well spent. 
(WHITE PAPER) READ ABSTRACT |

Accelerating Business Change Through Next-Generation ERP — Call to Action for the Industrial Machinery and Equipment Sector by Infor

March 2012 - (Free Research)
A recent IDC Manufacturing Insight survey of equipment and machinery manufacturers found that since the economic downturn the biggest priority for organizations is profit growth. This white paper summarizes the results of the survey and explains how next-gen enterprise resource planning (ERP) systems can help manufacturers turn a profit again. 
(WHITE PAPER) READ ABSTRACT |

ReferenceWare by SkillSoft Corporation

ReferenceWare – the fastest way to problem-solve and learn - provides full access to the unabridged contents of thousands of business and technology titles in a searchable, collaborative environment! 
(SOFTWARE PRODUCT)

E-Guide: Best practices and considerations to ensure help desk management success by SysAid Technologies

April 2011 - (Free Research)
This e-guide from SearchDataCenter.com explains why it is essential analyze the performance of your service desk to ensure optimal results. Gain expert insight into how to improve IT help desk services with vendor support. And find out how to help staff be more productive by providing them with extra support. 
(EGUIDE) READ ABSTRACT |

E-Book: The Executive’s Guide to Contact Center Technology Planning by inContact

May 2010 - (Free Research)
In this e-book learn about emerging contact center technology trends and newer options like self-service technology, analytics and Web 2.0. Find out about 10 must-have technologies for the contemporary contact center. Learn how to select the best technology to meet your needs, and read expert advice for setting up contact center technology. 
(EBOOK)

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