Although disaster recovery is an important consideration for all companies, it's especially so for financial institutions. Even the briefest interruptions can have a major impact on revenue, operations and reputation. Read this paper for the necessary steps of disaster preparedness. 

This white paper presents the results of a total cost of ownership (TCO) analysis comparing premise-based and hosted contact center platforms. 

Access this case study to learn how a company deployed WIC Messenger to automatically push an up-to-date list of PINs to each BlackBerry smartphone so users could easily contact each other in the event of a power outage or email service disruption. 

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

If your organization isn't on the cloud yet when it comes to customer service, then you may be severely disadvantaged. Competition for customer service is increasing and your company needs all the latest tools to stay ahead of the game. Read this white paper to learn how four contact centers adopted agile cloud-based computing technologies. 

The business analyst is the central point of contact between executives, operations and IT. Access this resource for an in-depth overview of the business analyst position and how it relates to IT. 

With HP's contact centre and customer services, la Caixa was able to expand and continue to provide excellent service to their customers. Read this case study now to learn more about HP's call centre and contact centre offerings. 

Why is scripting so daunting to many IT pros? It's not an impossible skill to master - most people can master a simple system if they have the opportunity to practice.  This white paper introduces an identifiable pattern that virtually all Contact Centers follow and associates key elements of that pattern with the corresponding scripting code. 

The key to achieving cost-effective savings in the supply chain is to exchange information accurately and quickly in real-time. 

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. 

With The Virtual Presenter's Handbook, you can transform presenting online from a second-rate alternative to a potent new asset in your professional toolbag. 

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.