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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 |

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 |

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 |

Loss from Legacy Call Center Infrastructure by Genesys

September 2013 - (Free Research)
Is your legacy call center infrastructure limiting your organization's ability to increase efficiencies, reduce costs, and raise productivity? What's the true cost of a legacy call center? Answer these questions now by consulting this exclusive infographic. 
(WHITE PAPER) READ ABSTRACT |

Managing and Optimizing the Call Center by Aspect

September 2013 - (Free Research)
In this e-guide from the experts at SearchCRM.com, learn how your organization can optimize its call center and drive customer service success with the use of workforce management (WFM) software, real-time speech analytics software, guidance applications, predictive analytics, and other tools. 
(EGUIDE) READ ABSTRACT |

Call Center Analytics: The Bottom Line by Genesys

November 2013 - (Free Research)
This expert e-guide homes in on customer experience analytics and the tools and strategies that lead to success. Also inside, separate contact center analytics fact from fiction. 
(EGUIDE) READ ABSTRACT |

FCR Done Right! by Enkata Technologies

April 2012 - (Free Research)
Access this white paper to learn how to build an operational FCR program without sacrificing your budget. 
(WHITE PAPER) READ ABSTRACT |

Public complaints case study by SAS

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 |

If You Teach a Customer to Fish: The Power of Web Self-Service by Epicor Software Corporation

November 2008 - (Free Research)
This document explores the power of online self-service and how it contributes to healthy customer relationships and delivers viable cost savings. 
(WHITE PAPER) READ ABSTRACT |

STOP LOOKING! THE FCR SILVER BULLET IS ALREADY HERE by Enkata Technologies

April 2012 - (Free Research)
This paper discusses first contact resolution and the offerings for measuring success with FCR. 
(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 |

Visa Desjardins Provides a Differentiated Customer Experience by Genesys

February 2013 - (Free Research)
Access this video case study today to learn how Visa Desjardins – the largest financial cooperative group in Canada – optimized customer service delivery by investing in a new blended call center environment. 
(WEBCAST) READ ABSTRACT |

Turning Social Media into a Game-Changing Customer Care Channel by Aspect

May 2013 - (Free Research)
Today's customers demand highly personalized, engaging experiences, and leveraging social media to transform your contact center is a way to surpass these expectations. Access this whitepaper to learn how combining contact center best practices with social media CRM technologies can increase the effectiveness of your customer interactions. 
(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 |

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

November 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 |

Meet the Campus by Dell, Inc.

February 2014 - (Free Research)
Networks are always influx and tackling these complexities can be difficult, especially with a growing mobile landscape. This brief video highlights a unique solution to all these networking concerns and how you can easily and effectively overcome them. 
(WEBCAST) 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 |

VW Credit, Inc. by Aspect

March 2008 - (Free Research)
Implementing Aspect eWorkforce Management and its Perform enhancement enabled VCI to optimize its agent performance by allowing better forecasting and more accurate planning, as well as more effective scheduling. 
(CASE STUDY) READ ABSTRACT |

Building CEM Expertise for Business Value by Genesys

August 2013 - (Free Research)
In this expert e-guide, discover why the contact center should play a more pivotal role in customer experience management, and learn how to merge siloed processes to create a more cohesive customer experience. 
(EGUIDE) READ ABSTRACT |

ICBC Builds Cutting-edge Contact Center as Part of their Customer-Centric Strategy by Genesys

December 2012 - (Free Research)
This case study reveals how Canadian insurer ICBC built a flexible, cutting-edge contact center as a key part of its customer-centric strategy, enabling the company to improve routing flexibility, increase customer satisfaction, and more. 
(CASE STUDY) READ ABSTRACT |

Unified Communications by CDW Corporation

July 2010 - (Free Research)
Integrate multiple communication networks into a single, unified system to enable more effective communication and collaboration with staff, partners, and customers. 
(WEBCAST) READ ABSTRACT |

International Cruise & Excursions, Inc. by Aspect

January 2008 - (Free Research)
ICE contact center staff had been using Excel spreadsheets to schedule agents, which was an inefficient and difficult practice, Since the agents are the primary drivers of the company's sales. 
(CASE STUDY) READ ABSTRACT |

Whirlpool: Quality Means Loyalty by SAS

September 2008 - (Free Research)
Running SAS Warranty Analysis on the SAS Enterprise BI Server enhances Whirlpool's investment in an SAP R/3 operational environment for in-depth analysis and easy reporting on issues. 
(CASE STUDY) READ ABSTRACT |

Four Reasons Why Proactive Customer Care Means Customer Loyalty by Aspect

April 2013 - (Free Research)
This resource counts down four key reasons that proactive customer care makes good business sense, and examines how this strategy can transform your contact center into a customer loyalty center. Also inside, find key tips to help you get started. 
(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 |

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