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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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The Blueprint to Contact Center Modernization- Replacing Your ACD by Genesys

November 14, 2013 - (Free Research)
Your contact center is looking to improve agent productivity, increase efficiency, and provide stellar customer experiences -- but are your legacy technologies hampering your goals? If you still rely on Automatic Call Distribution (ACD), this could be the case. 
(WHITE PAPER) READ ABSTRACT |

The 10 Worst Practices for Technical Support and How to Overcome Them by NTR Global

October 29, 2009 - (Free Research)
This white paper will explore 10 of the "worst practices" that are common to customer support operations. We will discuss how these worst practices can creep in to your contact center and ways to deal with them. We will also touch on how to eliminate well‐intentioned management blunders and discuss good and bad uses of support technology. 
(WHITE PAPER) READ ABSTRACT |

Productivity Squared: The Benefits of Exchange and Lync Server 2013 Integration by Global Knowledge

September 06, 2013 - (Free Research)
Significant changes in the architectures of and a wide array of new features in the Wave 15 versions of Lync 2013 and Exchange 2013 make these innovative products with industry-changing consequences. This white paper discusses the specific features and enhancements that complement both of the products and facilitate integration. 
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Whitepaper: Dell Storage Selection Guidelines for Oracle Databases by Dell, Inc.

May 02, 2011 - (Free Research)
Dell strives to simplify IT in order to reduce complexity in data centers and has a broad storage product portfolio to meet database customers' needs. These storage selection guidelines will help administrators choose an appropriate storage technology based on their requirements. 
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The Critical Security Controls – Moving Beyond the Checklist Mentality by Lumension

August 13, 2009 - (Free Research)
The "Critical Security Controls" (CSC) guidelines are designed to help organizations move beyond a "checklist" mentality by making security an integral part of, instead of an adjunct to, the operations and management of systems and networks. Learn more about the CSC guidelines and how they can help your organization. 
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Quest MessageStats™ by Dell Software

Quest MessageStats empowers executive management, Information Technology (IT) managers, and Exchange administrators to perform business-critical analysis and reporting on Exchange e-mail infrastructures. 
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Five Procurement Guidelines You Can't Afford to Ignore by StarCite

August 2008 - (Free Research)
Here is a list of 5 guidelines that companies should keep in mind as they create their spend management program: Data Consolidation, Preferred Vendor Program, Legal Oversight, Company-wide Visibility and Coordination. 
(WHITE PAPER) READ ABSTRACT |

Best Practice Guidelines for SAP Solutions on VMware® Infrastructure by VMware, Inc.

October 2008 - (Free Research)
This paper provides best practice guidelines for deploying SAP software solutions on VMware Infrastructure 3. 
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Best Practice Guidelines for SAP Solutions on VMware® Infrastructure by VMware and Intel

October 2008 - (Free Research)
This paper provides best practice guidelines for deploying SAP software solutions on VMware Infrastructure 3. 
(WHITE PAPER) READ ABSTRACT |

Hosted Contact Center and On-Premises Centers Demystified by Genesys

March 2014 - (Free Research)
Choosing between an on-premises or a hosted contact center isn't easy, and unfortunately, this decision is further complicated by misconceptions about the differences between the two and what "hosted" and "on-premises" mean. This expert e-guide aims to clarify those definitions and set straight the misconceptions. 
(EGUIDE) READ ABSTRACT |

Five Guidelines to Make Backup a Functional, Manageable and Profitable Service Offering by Idera

March 2014 - (Free Research)
This resource gives you the five guidelines to make backup work better. It also highlights a solution that offers backup as a service and gives users the functionality they need to protect the bottom line and even increase it in the process. 
(WHITE PAPER) READ ABSTRACT |

Deploying a Contact Center in the Cloud: A Guide to Best Practices by Genesys

July 2012 - (Free Research)
Modern organizations are often turning to cloud-based contact center models in order to engage with customers via more channels and access a wide range of features in a cost-effective manner. In this white paper from Ovum research, discover 10 best practices for deploying and managing a cloud-based contact center. 
(WHITE PAPER) READ ABSTRACT |

Seven Blueprints for Contact Center Modernization by Genesys

March 2014 - (Free Research)
Businesses are quickly realizing the value of customer experience and modernizing the contact center in order to improve customer retention and satisfaction. Contact center modernization involves transitioning from a closed, proprietary call center to a multi-channel, IP-centric contact center. 
(WHITE PAPER) READ ABSTRACT |

Comparing the total Cost of ownership of TDM and SIP Contact Centers by Genesys

November 2012 - (Free Research)
This resource compares the total cost of ownership of traditional Time Division Multiplex (TDM) and Session Initiation Protocol (SIP) contact centers. Read on to learn how the right contact center infrastructure can lead the way for success. 
(WHITE PAPER) READ ABSTRACT |

Four Steps Toward Virtualizing Your Contact Center by Genesys

January 2013 - (Free Research)
Customer experience is a key differentiator for businesses today, and as a result contact centers must manage to improve service quality while also doing more with less. Creating a virtual contact center allows companies to achieve both goals, by increasing efficiency while reducing total cost of ownership. 
(WHITE PAPER) READ ABSTRACT |

Multi-Channel Contact Center Metrics for Analyzing Customer Satisfaction by Five9

March 2014 - (Free Research)
This exclusive e-guide discusses the contact center metrics necessary to measure customer experience across multiple channels, including: chat, communities, email, social media, text messaging, and more.  Also, get an in-depth look at social media channels and how to avoid the top five pitfalls of social media in the contact center. 
(EGUIDE) READ ABSTRACT |

Advanced Technologies Key to Next-Gen Contact Centers by LogMeIn, Inc.

March 2014 - (Free Research)
Access this helpful e-guide to learn how to improve customer experience by equipping contact center agents with the right tools and technologies. Discover why Forrester Research analyst Art Schoeller recommends an "outside-in approach" to acquiring new contact center technologies, and explore his key considerations for adopting new tools 
(EGUIDE) READ ABSTRACT |

Seven Critical Capabilities to Demand From Your Cloud Contact Center Provider by Aspect

January 2014 - (Free Research)
Delivering exceptional customer service today means having a flexible and reliable contact center, as well as all the tools your agents need to be successful. Many companies are looking to cloud contact center platforms to meet these requirements, but what should you look for in a cloud solution? 
(WHITE PAPER) READ ABSTRACT |

A More Social Contact Center by LogMeIn, Inc.

March 2014 - (Free Research)
This expert e-guide describes the importance of developing a formal social media strategy and leveraging WFM software to manage social media contact center volume. Also, see what's on Comcast Corp.'s 10-step "cheat sheet" for building a social call center strategy. 
(EGUIDE) READ ABSTRACT |

Contact Center: Mobile Apps and KPI to Boost Customer Satisfaction by Five9

March 2014 - (Free Research)
In this expert e-guide, explore the emergence of mobile contact center apps for creating a better customer experience.   You'll also discover best practices for cutting through copious contact center data with key performance indicators (KPI). 
(EGUIDE) READ ABSTRACT |

New Contact Center Metrics to Fit Busy New Customers by Aspect

March 2014 - (Free Research)
View this exclusive e-guide to learn more from Fluss and other CRM experts as they explore the right and wrong way to leverage mobility to reach busy customers, as well as how to implement new contact center metrics to measure the effectiveness of new channels -- including email, chat, and social media. 
(EGUIDE) READ ABSTRACT |

Contact Center's Strategic Role Within Broader CEM Initiatives by Five9

March 2014 - (Free Research)
This expert e-guide provides best practices for connecting the contact center and IT departments for stronger collaboration and overall CEM success.  Learn more about the strategic role the contact center can play in overall CEM initiatives by reading now. 
(EGUIDE) READ ABSTRACT |

Contact Center Consolidation by CosmoCom, Inc.

March 2008 - (Free Research)
Improving access to contact center resources is more challenging when agents are distributed across multiple locations. View this webcast for insight into Contact Center Consolidation. 
(BOOK) READ ABSTRACT |

Eight Essential Steps: Moving the Contact Center Beyond Operational Efficiency to Business Effectiveness by Aspect

August 2010 - (Free Research)
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. 
(WHITE PAPER) READ ABSTRACT |

Integrated vs. Unified: Five Reasons Why Contact Centers Must Get Unified by Aspect

August 2010 - (Free Research)
This paper presents the main differences between integrated and unified contact centers, and gives five reasons why it is imperative for contact centers to adapt a unified solution. Read on to learn how adopting such a solution can increase productivity, decrease costs, and enhance the customer experience, thereby increasing customer loyalty. 
(WHITE PAPER) READ ABSTRACT |

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