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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...
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Workforce Management Applications: FAQ and Best Practices by Genesys

March 21, 2014 - (Free Research)
Workforce management (WFM) applications are among the most important productivity tools in contact centers. In this e-guide, learn how to incorporate WFM software into your broader HR landscape, and how to achieve maximum productivity with WFM. 
(EGUIDE) READ ABSTRACT |

Workforce Management Helps Build an Integrated Resource Strategy by Aspect

September 30, 2013 - (Free Research)
View this brief case study to learn how BGS invested in new workforce optimization tools in order to achieve more effective resource planning, and in turn produce more satisfied employees and customers. Discover the strategy BGS followed and the benefits they experienced as a result. 
(CASE STUDY) READ ABSTRACT |

Computer Weekly – 16 July 2013: Cloud takes to the stage at the Royal Opera House by ComputerWeekly.com

July 16, 2013 - (Free Research)
In this week's Computer Weekly, we talk to the Royal Opera House about how using public cloud boosted ticket sales and improved performance of its IT infrastructure. We examine why agile development failed in the government's flagship Universal Credit welfare programme. And we analyse the real risks of sweating your IT assets. Read the issue now. 
(EZINE) READ ABSTRACT |

Senior Executives Weigh in on the Importance of HR by Oracle Corporation

November 08, 2013 - (Free Research)
In this report, find out whether the HR function is forging a close and robust relationship with the CEO, and about the nature of these working relationships. Read on to discover findings from a global survey of over 200 company executives and a series of in-depth interviews with senior execs and experts.  
(WHITE PAPER) READ ABSTRACT |

Computer Weekly – 11 March 2014: Making data flow freely by ComputerWeekly.com

March 11, 2014 - (Free Research)
In this week's Computer Weekly, our latest buyer's guide looks at open data and how it can improve public services – and even help prevent a repeat of the recent floods. We report from Cloud Expo on the reasons why public cloud is yet to be embraced by enterprise IT. And we look at the key issues for buying HR software in 2014. Read the issue now. 
(EZINE) 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)

Computer Weekly – 25 March 2014: Get kids coding by ComputerWeekly.com

March 25, 2014 - (Free Research)
In this week's Computer Weekly, we examine the latest moves to encourage children to learn to code, to help avoid future skills shortages. Facebook's Open Compute Project is bringing open source to the datacentre – we look at what it means for IT. And we profile Salesforce.com as the SaaS firm celebrates its 15th birthday. Read the issue now. 
(EZINE) READ ABSTRACT |

Aker Shipyard Reduces Fees and Payroll Error to Achieve 110% ROI Fast. by Kronos Incorporated

December 01, 2008 - (Free Research)
In September 2003, Aker's payroll and human resources team determined that its current human resources application, Abra could no longer support the company in pursuing its organizational objectives. Aker evaluated solutions from Kronos, ADP, and Ceridian. Kronos Workforce HR and Kronos Workforce Payroll were chosen for a number of reasons... 
(CASE STUDY) READ ABSTRACT |

Addressing Common Contact Center and Enterprise Business Issues with Speech Analytics by Verint Systems

April 2008 - (Free Research)
As a solution to contact center issues, this paper suggests Speech analytics, which gives organizations the ability tap into existing recorded customer interactions to gain actionable intelligence for improving business performance. 
(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 |

Six Best Practices for Agent Knowledge Management by KANA (E-mail this company)

June 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 |

Simplifying Contact Center Technology by Oracle Corporation

August 2008 - (Free Research)
Computer telephony integration (CTI) enabled contact centers realize immense cost savings, increased reliability and improved performance. Learn how an on-demand solution can simplify your organization’s contact center technology. 
(WHITE PAPER) READ ABSTRACT |

Contact Center Security in the Cloud: Questions to Ask & Answers to Expect by LiveOps

October 2011 - (Free Research)
Read this white paper to learn what should be addressed when moving your contact center to the cloud including important security risks. 
(WHITE PAPER) READ ABSTRACT |

Customer Experience Exchange E-Zine: Issue 3 by SearchCRM

March 2012 - (Free Research)
In this third edition of the Customer Experience Exchange e-zine, Chris Maxcer delves into world of incorporating team-building activities into contact center agents' schedules, Vangie Beal discusses Dell's six-year investment in social media and Anna Fiorentino writes about why customer loyalty has dipped nearly 10%. 
(EZINE)

Talent Mobility by Oracle Corporation

June 2012 - (Free Research)
Talent mobility has become a front-and-center issue for line-of-business managers and HR professionals trying to match the experience and skills their organization requires with the capabilities and aspirations of each employee. Read this paper to learn why talent intelligence is a critical enabler of talent mobility. 
(WHITE PAPER) READ ABSTRACT |

Speech Analytics - The Power of Simplicity by Calabrio, Inc.

June 2011 - (Free Research)
This overview examines the power of Speech Analytics technology to extend resources and expand knowledge. 
(WHITE PAPER) 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 |

Cost-Saving Tips for Contact Centers by Five9

May 2013 - (Free Research)
For service organizations looking to cut costs, the contact center is the go-to department, seeing as it often has high staffing counts within the company. Check out this expert e-guide to learn how you can effectively identify opportunities and decrease spending in your contact center, without sacrificing customer experience. 
(EGUIDE) READ ABSTRACT |

Winning the War for Talent: Effective Talent Management in the Upstream Oil and Gas Industry by SAP AG

January 2009 - (Free Research)
This SAP Executive Insight examines how your company can win the war for talent by answering the following questions: What challenges do today's upstream oil and gas human resource (HR) organizations face, what's the specific impact, and how do leading HR organizations perform? 
(WHITE PAPER) READ ABSTRACT |

Six Solutions for What's Keeping Executives Up at Night by Citrix Online- GoToAssist

October 2011 - (Free Research)
This comprehensive white paper highlights six solutions to the issues support executives face on a daily basis. 
(WHITE PAPER) READ ABSTRACT |

The Power of Transformational Knowledge by Oracle Corporation

January 2014 - (Free Research)
In this white paper, find out how you can deliver superior customer experiences with a Transformational State of Knowledge. Inside, find specific steps you can follow to achieve transformational knowledge, and learn how this state can grant your company sustainable growth and profitability. 
(WHITE PAPER) READ ABSTRACT |

How to Fine-Tune Your Contact Center by TechTarget

March 2014 - (Free Research)
If your call center has issues keeping up with new technological advancements in communication like social and mobile then it's time for a multi-channel makeover. This e-book delves into how different contact centers have evolved with the times rather than become outdated and how you cane remain competitive in this growing environment. 
(RESOURCE)

Business Case for Integrated Unified Communications and Contact Center Solution by ShoreTel

June 2010 - (Free Research)
In this whitepaper, discover how using unified communications (UC) in your contact center can help you increase effective communications between employees and clients, which will improve your customer satisfaction, retention, and loyalty rates. 
(WHITE PAPER) READ ABSTRACT |

The Tipping Point: Top Unified Communications Issues for 2012 by Sprint

May 2012 - (Free Research)
This expert E-Guide from SearchUnifiedCommunications.com discusses the top five unified communications issues for 2012 and how these will affect the transformation and evolution of UC for the better. 
(EGUIDE) READ ABSTRACT |

The Fine Art of Lead Management and Follow-Up: What Research Shows About Lead Qualification and Nurturing by KnowledgeStorm, Inc (E-mail this company)

May 2006 - (Free Research)
The Internet has changed the dynamics of technology sales and marketing. While most marketing efforts emphasize generating leads, and most sales efforts are focused on closing sales, not enough consideration is given to the little-understood but vital middle ground of lead qualification. Learn more about industry best practices. 
(WHITE PAPER) READ ABSTRACT |

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