Measuring Call Center Productivity White Papers, Measuring Call Center Productivity Software, Measuring Call Center Productivity Research, Hardware and Services

Use effective call centers to build customer loyalty by Infor CRM

February 08, 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)

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Adapt your contact center for increased customer satisfaction by inContact

January 20, 2012 - (Free Research)

This video explains how you can combine interactive voice response (IVR) and ACD systems into one that tracks calls, call waits and offers "self-service" options for callers with a long wait. Watch this now to see a detailed overview of this all-in-one system that will save your organization money.

(VIDEO)

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TouchPoints TV: Rochelle Schard, Infor by Infor WFM Workbrain

February 06, 2012 - (Free Research)

In a special interview with TouchPoints TV, Rochelle Schard, Director of Marketing for Infor, shared her first impressions of the NRF's BIG Show. Watch this videocast now to get an insider’s look at the conference and Infor’s latest tools and tactics for workforce management (WFM).

(VIDEOCAST)

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Cloud Computing for the Call Center: The Next Revolution by inContact

May 04, 2010 - (Free Research)

The right cloud computing solution makes it possible for call centers to eliminate barriers created by obsolete premise-based solutions, achieve customer service excellence and continue business success. Find out how inContact is helping hundreds of call centers greatly reduce costs while simultaneously increasing customer satisfaction levels.

(EBOOK)

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The power of Call Centers and Customer Loyalty by Infor CRM

February 06, 2012 - (Free Research)

Read this e-guide from our award-winning editorial team to learn strategies for how to utilize innovative technologies to improve your customer experiences, retain customers and gain loyalty.

(EGUIDE)

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Network Foundation - Cisco 1700 Series by Cisco Systems

Cisco 1700 Series modular routers are ideal for enterprise small branch offices and small and medium-sized businesses that need secure access to business applications, network resources, and Internet services. The Cisco 1700 Series delivers fast, reliable and secure Internet/network access through a wide-range of high-speed WAN access technologies.

(HARDWARE PRODUCT)

IDC Whitepaper: Measuring the Business Value of Converged Infrastructure in the Data Center by HP and Intel

October 31, 2011 - (Free Research)

Read this resource and discover how demanding IT challenges can be solved with a converged infrastructure solution which manages all server, storage and network systems as unified IT assets. The business value of a converged infrastructure in the data center is also explored.

(WHITE PAPER)

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Global Instant Remote Support for Multi-Agent Teams by NTR Global

November 17, 2011 - (Free Research)

Support Ultimate’s allows MSPs and high-volume customer call centers to quickly and efficiently handle end-user requests across multiple platforms globally. Find out how this software can solve problems in real-time and increase customer satisfaction with a robust diagnostic and troubleshooting toolkit.

(TRIAL SOFTWARE)

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Enterprise VoIP Security: Potential Threats and Best Practices by Global Knowledge Network, Inc.

March 2006 - (Free Research)

As VoIP usage becomes widespread, enterprise users will become subject to many of the same security risks that have affected data networks. This report highlights some of the potential security problems associated with VoIP and address what measures can be taken to secure enterprise VoIP deployments.

(WHITE PAPER)

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The Guide to Data Movement and Governance by IBM

November 2011 - (Free Research)

Missed opportunities and lost revenue might be the least of your worries. In some cases, poor practices can lead to lawsuits, fines and even the failure of the business itself. The purpose of this e-guide is to help you grasp the measures that can keep your organization on track to meet objectives and stay in line with regulations.

(EBOOK)

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Miercom Report Avaya WLAN Controller 8180 by Avaya

December 2011 - (Free Research)

This is a lab testing summary report comparing the scalability and QoS for voice and video of Avaya’s WLAN 8100 versus 3 competitor’s products.

(TEST RESULTS)

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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)

Business Skill Courseware by SkillSoft Corporation

SkillSoft’s Business Skills Library focuses on behavioral skills that are designed for business professionals and key to performance regardless of job responsibility, as well as the skills and knowledge that are relevant to the various areas of functional responsibility in today’s business organizations.

(ASP & SOFTWARE PRODUCT)

Making WFM Work: Best Practices and ROI Model by Calabrio, Inc.

January 2012 - (Free Research)

There has been tremendous innovation in contact center workforce management (WFM) over the past three years, with new vendors and offerings entering the scene. Find out how the new generation of WFM solutions are easier to use, improve agent satisfaction, enhance customer experience and cut costs.

(WHITE PAPER)

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Computer Weekly - 17 January 2012: featuring the future of IT education; G-Cloud in action; networking challenges by ComputerWeekly.com

January 2012 - (Free Research)

In this week’s issue of Computer Weekly, we look at the future of computer science education now the government has scrapped the current ICT curriculum, and what this means for the IT industry. We talk to an early adopter of the government G-Cloud plan; and we examine the key challenges for network architects. Download the new issue now.

(EZINE)

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Overcoming the insight deficit by ComputerWeekly.com

September 2011 - (Free Research)

Learn how you can empower your employees to make the most of big data and data analytics in this executive guide from the Corporate Executive Board.

(ESSENTIAL GUIDE)

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Debunking Security Concerns with Hosted Call Centers by inContact

September 2011 - (Free Research)

This comprehensive white paper explores the call center landscape, details the benefits of hosted call centers along with the risks involved in cloud-based services.

(WHITE PAPER)

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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)

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Can Your Center Keep Up with the Changes? Manage the Avalanche of Complexity and Still Control Costs by Calabrio, Inc.

January 2012 - (Free Research)

Read this white paper to learn more about the future changes with contact centers and the best ways to prepare your organization for these changes.

(WHITE PAPER)

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Electrical Efficiency Measurement for Data Centers by APC by Schneider Electric

October 2010 - (Free Research)

This paper explains how data center efficiency can be measured, evaluated, and modeled, including a comparison of the benefits of periodic assessment vs. continuous monitoring.

(WHITE PAPER)

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Call Center Workforce Management Software Best Practices 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)

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North American Contact Center Industry 2011: A Mid-Year Update and Forecast by Calabrio, Inc.

January 2012 - (Free Research)

This informative market update from The National Association of Call Centers (NACC) provides a comprehensive look at the industry.

(WHITE PAPER)

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IOUG 2011 Survey: The Petabyte Challenge: 2011 IOUG Database Growth Survey by Oracle Corporation

December 2011 - (Free Research)

Download this complimentary copy of the 2011 IOUG Data Security Survey Report to see how your organization's data protection practices measures up.

(WHITE PAPER)

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Employee-owned Smartphones: Seize the Opportunity by BlackBerry

September 2011 - (Free Research)

It’s no longer feasible for an IT department to ignore the smartphone push from the majority of the employee population. IT management must attempt to channel the chaos and determine ways to embrace the personal mobility wave while maintaining effective security and management measures, especially in relation to the corporate network.

(WHITE PAPER)

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The CISOs Guide to Measuring IT Security by Lumension

January 2012 - (Free Research)

In this comprehensive white paper, learn the key steps to enhancing your security visibility so that you have a voice at the executive table and not just a seat.

(WHITE PAPER)

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