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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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Oracle PeopleSoft CRM Integration into the Contact Center by AMC Technology

May 2008 - (Free Research)
This technical integration brief explains how the PeopleSoft CRM application can be integrated into a contact center, including both general technical details of call center integration, as well as how to use vendor certified software from AMC. 
(WHITE PAPER) READ ABSTRACT |

Three Best Practices for Today's Profitable Contact Centers: Three Best Practices for Contributing to the Bottom Line by Avaya Inc.

July 2008 - (Free Research)
This white paper provides the three best practices for today's profitable contact centers. 
(WHITE PAPER) READ ABSTRACT |

Five Myths of Infrastructure Monitoring by Hewlett-Packard Company

August 2008 - (Free Research)
This whitepaper discuss Five Myths of Infrastructure Monitoring. It explores how end-user monitoring can help improve customer satisfaction. 
(WHITE PAPER) READ ABSTRACT |

5 Web Self-Service Pitfalls: What Every Contact Center Manager Must Know by eGain Communications Corp.

February 2010 - (Free Research)
This paper discusses and analyzes 5 myths frequently encountered in the context of self-service strategies and implementations, and offers proven industry best practices to counter them. This paper will be a valuable resource for you as you develop, implement, and refine your customer self-service strategy. 
(WHITE PAPER) READ ABSTRACT |

Archive Attender™ for Exchange - Affordable Email Archiving by Sherpa Software

Archive Attender is a solution designed to move or copy messages from mailboxes, PST files and public folders. Administrators search indexed archives and view reports for storage and compliance. No SQL database or proprietary hardware required. Offers flexible archiving architecture. Free Trial available. 
(SOFTWARE 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)

How to Get Lean with Automated Process Discovery - Live demonstration and case study presentation by Fujitsu America, Inc.

March 2010 - (Free Research)
The biggest challenge to improving the efficiency of your business processes often lies in knowing how these processes really work in your organization. This webcast will teach you how to visualize and analyze your business processes from historical data, expose process waste and apply lean initiatives to achieve significant value. 
(WEBCAST) READ ABSTRACT |

Technology Focus Drives and Supports Rapid Growth at Applied Engineering by Bowen & Groves

May 2008 - (Free Research)
A contact led Applied Engineering to M1 by B & G™ software, an application that provides total integration and automation from quoting through invoicing, specifically for manufacturing environments. 
(CASE STUDY) READ ABSTRACT |

How Cloud-Based Contact Centers Improve Customer Experience by Genesys

March 2013 - (Free Research)
In a recent survey, 60% of respondents said executives want to differentiate their organization based on customer experience management (CEM). In this technology adoption profile, explore current CEM trends -- including goals, strategies, and challenges -- as well as how to improve customer experience with the right contact center technologies 
(WHITE PAPER) 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 |

Benchmarking in the contact center: Tips for managing what you measure by Avaya

December 2010 - (Free Research)
Benchmarking projects are a great way for contact center organizations to improve their operations in order to reconcile competing demands from customers and the business. Read this white paper to learn best practices for executing a successful contact center benchmarking project. 
(WHITE PAPER) READ ABSTRACT |

Best Practices for a contact center technology overhaul by Contactual (Now 8x8, Inc.)

June 2011 - (Free Research)
Tap into the expert advice in this eBook to choose technology that will help you leverage multiple contact channels, effectively monitor agent interaction and deliver an excellent customer experience. 
(EBOOK) READ ABSTRACT |

Avaya Users Deploy Best-in-Class Practices to Improve Contact Center Performance by Avaya

November 2013 - (Free Research)
This exclusive paper examines how your organization can position itself to meet changing buyer needs by establishing best-in-class contact center programs. Read on and also discover 14 best practices that can ensure successful customer interactions. 
(WHITE PAPER) READ ABSTRACT |

5 Ways to Optimize Your Workforce for Customer Contact in a Social Marketplace by Aspect

August 2013 - (Free Research)
This white paper discusses how workforce, quality and performance management capabilities provide practical business processes and tools for effective staffing, monitoring, reporting, evaluation and coaching. 
(WHITE PAPER) 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 |

The Hidden ROI of a Cloud-based Contact Center by Five9

January 2013 - (Free Research)
Access this report from Aberdeen Group to examine some of the top business drivers for cloud-based contact centers. You'll also explore the benefits that the cloud offers contact centers, and how it improves customer experience over traditional call center deployments. 
(ANALYST REPORT) READ ABSTRACT |

Improving Organizational Performance Through Pervasive Business by SAP America, Inc.

March 2009 - (Free Research)
Explore the growing body of evidence suggesting a direct link between investment in business analytics solutions and organizational performance. This IDC white paper highlights market trends that point toward more pervasive use of BI solutions. 
(WHITE PAPER) READ ABSTRACT |

Case Study: TORO National Support Network by NEC Corporation

August 2009 - (Free Research)
Read this case study to learn how NEC solutions helped TORO improve contact-center service quality scores, improve staff productivity, improve business operations and enhance system flexibility. 
(CASE STUDY) READ ABSTRACT |

First Contact Resolution by Pegasystems

May 2011 - (Free Research)
Contact centers have perfected the art of tracking customer inquiries, but first contact resolution is still alluding them.  The key to solving the problem-- not just answering, but resolving the issue. 
(EBOOK) READ ABSTRACT |

A contact center manager's guide to integrating self-service by KANA (E-mail this company)

August 2012 - (Free Research)
Leveraging self-service technologies in your contact center can significantly reduce costs, but successful implementation is tricky. Gain expert advice on how to ensure your self-service contact center initiative is a success. Read on to learn self-service contact center best practices, how to obtain executive support, and more. 
(EBOOK) READ ABSTRACT |

Consolidation 2.0: Consolidation Trends in Contact Center Technologies and Operations by CosmoCom, Inc.

January 2008 - (Free Research)
This white paper explains the benefits of Consolidation 2.0 and shows how it best meets the demands of today's global business environment. 
(WHITE PAPER) 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 |

IDC White Paper – Identity and Access Management for Approaching Clouds by CA Technologies.

July 2010 - (Free Research)
Cloud computing is in the process of changing the enterprise IT landscape. Read this paper to learn about the security issues of the cloud and how to improve its security and visibility. 
(WHITE PAPER) READ ABSTRACT |

Web Lead Evaluation and Scoring Study by KnowledgeStorm, Inc (E-mail this company)

April 2006 - (Free Research)
KnowledgeStorm and The Artemis Group conducted an in-depth analysis of 15,452 Web leads generated by KnowledgeStorm. The objective of this study was to identify characteristics of Web leads that maximize sales opportunities and to debunk myths around what makes a good sales lead. 
(WHITE PAPER) 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 |

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