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..

The Social Customer ebook "Rethinking Customer Service: The Call Center as Corporate Information Hub" by SAP America, Inc. December 31, 2011 - (Free Research) This e-book looks at how the call center in particular can help drive a proactive, rather than reactive, approach to business. Experts from the call center world share strategies and mindset shifts that must take place as customers demand more and more information about the products and services that they consume.  (WHITE PAPER) READ ABSTRACT |

Extra Space Storage Dials Up Sales with inContact & Salesforce CRM by inContact October 11, 2010 - (Free Research) This paper describes the benefits Extra Space Storage experienced by combining inContact’s on-demand platform and integrated with customer CRM software from salesforce.com. Read on to learn more about these benefits and learn how your company can experience the same results.  (CASE STUDY) READ ABSTRACT |

Navy Federal Credit Union becomes trusted advisor with Infor by Infor December 31, 2012 - (Free Research) Providing your customers with accurate, timely, pertinent information is the cornerstone of success for any client-based business. Check out this brief case study to lean how Navy Federal Credit Union implemented a cross-servicing platform to monitor customer interactions and provide more relevant services and information to their clients.  (CASE STUDY) READ ABSTRACT |

Call Centre Transformation: Turning Customer Experience Into Profits by SAP AG December 01, 2007 - (Free Research) Call centres have been constantly evolving since the last third of the twentieth century. This evolution will continue as innovative information technology and shifting forces of competition drive call centre transformation. Customer interaction has become an important source of differentiation for organisations. Learn more in this white paper.  (WHITE PAPER) READ ABSTRACT |

Moving beyond the Queue - Focusing on the Real-Time Customer by Inova Solutions May 2008 - (Free Research) In this paper, Tim Montgomery, a highly regarded industry consultant, speaker and author explores new ideas on ways every call center can keep up with new customer demands.  (WHITE PAPER) READ ABSTRACT |

Debunking Security Concerns with Hosted Call Centers by inContact January 2011 - (Free Research) This paper discusses the different layers requiring security, how security should be addressed in each layer, and how to select a qualified hosted call center provider. Read this white paper to learn more.  (WHITE PAPER) READ ABSTRACT |

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

Salesforce.com's Service Cloud for Dummies by Salesforce.com April 2010 - (Free Research) Salesforce.com's Service Cloud doesn’t just track and resolve customer service cases. It lets you participate in the online conversations about your products and services. Now, try the Service Cloud free for 30 days and bridge the gap between your call center, the social Web, and Web self-service. Plus get the free ebook Service Cloud for Dummies!  (EBOOK)

NJ 2-1-1 Success Story by Five9 April 2013 - (Free Research) Read this brief case study to learn how NJ-2-1-1 implemented a cloud-based virtual contact center that successfully handled over 90,000 calls when 2012's Hurricane Sandy hit. Read on to discover the benefits they are enjoying from this system.  (CASE STUDY) READ ABSTRACT |

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

Case Study: la Caixa - Bank takes customer and employee support to the next level by Hewlett-Packard Company September 2009 - (Free Research) Spain's La Caixa bank wanted to expand into international markets, but reaching new customers meant amping up its customer service experience. Read this brief case study to discover how La Caixa chose a contact center outsourcing service to improve its customer experience management, boost its competitive position, and ultimately drive growth.  (CASE STUDY) READ ABSTRACT |

CRM Buyer’s Guide – 2011 Edition by SearchCRM June 2011 - (Free Research) Welcome to SearchCRM.com’s Buyer’s Guide. This directory was designed to be a valuable resource for those getting started with research or evaluating vendors in the CRM market.  (EBOOK)

How Mobile Devices are Driving Innovations in Contact Centers by Avaya October 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 |

Public complaints case study by SAS Institute Inc. March 2013 - (Free Research) With large volumes of data pouring into the Hong Kong Efficiency Unit's call center, they needed a way to manage this information and provide excellent customer service. Read this brief case study to see how they leveraged a visual analytics platform to take more effective action and make better decisions.  (CASE STUDY) READ ABSTRACT |

IRMC Used VMware Virtual Desktop Infrastructure to Virtualize its Call Center Operations by AMD and VMware, Inc (E-mail this company) March 2008 - (Free Research) IRMC used VMware Virtual Desktop Infrastructure to virtualize its call center operations and support multiple call centers from a central data center, reducing IT costs while improving flexibility and competitiveness.  (CASE STUDY) READ ABSTRACT |

IRMC Used VMware Virtual Desktop Infrastructure to Virtualize Its Call Center Operations by AMD and VMware, Inc. March 2008 - (Free Research) IRMC used VMware Virtual Desktop Infrastructure to virtualize its call center operations and support multiple call centers from a central data center, reducing IT costs while improving flexibility and competitiveness.  (WHITE PAPER) READ ABSTRACT |

Cloud Cover for the Call Center: Meeting Demands Intelligently and Efficiently by Oracle Corporation March 2012 - (Free Research) This paper covers many of the complications and complexities of managing a call center. It explores the various solutions available and offers pros and cons to each of the options. It shows the positive financial impact picking the right choice can have.  (WHITE PAPER) READ ABSTRACT |

Still Struggling to Reduce Call Center Costs without Losing Customers? by SAP AG February 2008 - (Free Research) Efficient call centers that also meet customer expectations is a challenge that many organizations face. Discover the key steps to turning your call center into a strategic asset.  (WHITE PAPER) READ ABSTRACT |

Executive Insight: Multi-Sourcing in the Call Center by inContact February 2009 - (Free Research) This paper examines how many executives are beginning to understand that cutting cost by outsourcing call center operations isn't always the best solution. Learn how "cheaper" often comes at the expense of "better".  (WHITE PAPER) READ ABSTRACT |

3-2-1 Contact the Call Center by SearchCRM January 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 |

TiVo Reduces Call Center Costs by Google Search Appliance November 2010 - (Free Research) Implementing the Google Search Appliance not only reduced the amount of time TiVo's Customer Support Agents spent searching for content, it also reduced time spent on the phone with customers, ultimately leading to reduced call center costs. Watch this video.  (VIDEO) READ ABSTRACT |

Productive Workforce by Aspect March 2013 - (Free Research) Many contact centers can't keep up with the demands of the "Consumer 2.0" due to outdated technologies and inefficient call center staffing. In this resource, discover how a workforce optimization strategy can help you improve customer experience and reduce cost per interaction.  (WHITE PAPER) 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 |

Automating Your Call Center Feedback by Mindshare Technologies March 2008 - (Free Research) The most successful contact centers are turning to leading-edge automated feedback solutions and developing processes to incorporate feedback into daily operations.  (WHITE PAPER) READ ABSTRACT |

Converting Service Calls into Sales with Real-Time Offer Management by SAP America, Inc. July 1967 - (Free Research) Banks, utilities, retailers, and the like are taking advantage of incoming calls and Web visits to make offers to existing customers. In this paper learn how with real-time offer management applications, can help leverage customer information.  (WHITE PAPER) READ ABSTRACT |

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