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Best Practices in the Call Center: A Customer Touch-Point Methodology by Oracle Corporation
January 26, 2009 - (Free Research)
One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions.
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Voice Architectures and Deployment Models by Global Knowledge
December 2008 - (Free Research)
Telephony design requires a solid understanding of the drivers for Voice over IP, corporate policies for infrastructure design, and telephone components.
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Converging Voice and IT Networks to Mobilize the Enterprise by Hewlett-Packard Company
September 2009 - (Free Research)
Because employees on the move require consistent access to people and data, enterprises have invested heavily in communications. HP and Ericsson have combined their strengths to provide an innovative, standards-based framework to unify and consolidate all the elements of an enterprise communications infrastructure.
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Convergence That Makes Sense - Bringing Together Voice and Data Networks by Hewlett-Packard Company
September 2009 - (Free Research)
Converged voice and data networks are becoming a major part of every IT strategy. There are significant advantages in bringing together voice, video, e-mail, instant messaging, business data, and office applications in a single, integrated network. Convergence is not just about cost savings anymore.
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Networking and Unified Communications by CDW Corporation
September 2009 - (Free Research)
In an effort to drive profitability and rein in costs, businesses are continually seeking to improve operational capabilities. Primary to this objective are today’s burgeoning network infrastructures which are continually being asked to do more.
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Case Study: Unified Communications and Indiana University Medical Group by CDW Corporation
September 2009 - (Free Research)
When outdated equipment and disparate systems were hampering in-house communications, customer service, and workflow, Indiana University Medical Group turned to CDW for a three-part Cisco solution. This case study gives details on the benefits they gained.
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SPSS Text Analysis for Surveys 3.0: Get the Most Out of Open-Ended Text Responses by SPSS Inc. Worldwide Headquarters
February 2009 - (Free Research)
Maximize survey research value with open text responses. If you've limited your surveys to close-ended questions due to the time and expense of reading and manually coding text responses, this session can be your organization's first step toward maximizing the value of your survey data.
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Beyond Supply Chain Visibility: Response Management Is the Key by SAP AG
September 2008 - (Free Research)
Supply chain visibility ranks as one of the top two application focus areas for companies as part of their supply chain technology investment plans. Supply chain executives view visibility as the main goal for supply chain executives within supply chain initiatives. Read this paper for more.
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Best Practices in Creating a Strategic Finance Function by SAP AG
January 2009 - (Free Research)
the following article will share the results of SAP research as well as APQC's Open Standards Benchmarking Collaborative (OSBC) research. The OSBC research is the first global set of common standards for business processes and data, giving organizations an independent, authoritative resource for evaluating and improving business practices.
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Measuring Return on Investment of Real-time Feedback Analytics by MarketTools, Inc.
November 2009 - (Free Research)
This white paper demonstrates how Real-time Feedback Analytics (RFA) has very high ROIs, even under conservative estimates, both in absolute terms and relative to the many productivity investments.
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Network Forensics Survey: Most Networks are Unprepared for Quick Response by Solera Networks
November 2009 - (Free Research)
More than 60% of large enterprises believe a significant network breach is likely within the next 3 years, yet most are not capable of effectively discovering the full scope of incidents. This survey details how management and staff within large organizations view the importance of being prepared to respond to network security incidents.
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7 Ways to Inspire Customer Loyalty with Voice of the Customer (VOC) Initiatives by Vovici
October 2009 - (Free Research)
In the most challenging economic environment in generations, organizations are more focused than ever on retaining customers and maintaining existing revenue. Many businesses have put significant resources into implementing CEM and VOC programs. Read on to learn seven ways to inspire customer loyalty using these VOC initiatives.
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Connecting Through Content: Issue One by KnowledgeStorm, Inc
(E-mail this company)
March 2007 - (Free Research)
This report, Issue One: How Technology Marketers Meet Buyers' Appetite for Content is the first in the Connecting Through Content series, which explores content creation, distribution and lead nurturing through the dual marketers' and technology buyers' perspectives.
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IT Impact on Telecommunications Order Fallout - A Survey of Large Global Businesses by Progress Software
April 2009 - (Free Research)
As the following pages will demonstrate, the evidence is that improving Business Transaction Assurance presents a real bottom-line opportunity and is moving high up the business agenda. However, companies' current systems are not equipped with the necessary tools to manage and control such transactions.
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SPSS Text Analysis for Surveys™ 3.0 - Specifications by SPSS Inc. Worldwide Headquarters
May 2009 - (Free Research)
Use SPSS Text Analysis for Surveys to categorize text responses whether you conduct surveys to support business, education, or government decisions, or for your academic research. No matter your field, you now have a way to combine your qualitative and quantitative analyses using a single advanced but easy-to-use desktop software program.
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Overtaken by Events? -- The Quest for Operational Responsiveness by Progress Software
September 2009 - (Free Research)
Never has operational responsiveness, the pursuit of how continually and quickly to deliver maximum value to customers while deriving maximum profitability, been nearer the top of the business agenda. As this paper will demonstrate, harnessing business events, smart interpretation & fast response are definite objectives, and the need is immediate.
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The Global Small or Medium-Sized Business (SMB) by Cisco Systems, Inc.
August 2009 - (Free Research)
Raymond Boggs, vice president of SMB research for the global market intelligence firm IDC, recently talked to Cisco® about how companies can use unified communications to successfully conduct business in multiple countries - with or without offices in those countries.
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Managed Services Delivery: From Packets to Applications by Blue Coat
April 2009 - (Free Research)
Check out this brief analyst report to learn how a comprehensive up-the-stack approach supports today's mission-critical enterprise networks and provides reliable, rapid response times for network-centric business practices and applications on a 24/7 basis.
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2009 Top 10 in Investment Management by Actuate
September 2009 - (Free Research)
The investment management business in 2009 will be dominated by the ramifications of the events of 2008. In this report, TowerGroup has compiled a list of the top 10 business drivers and the resulting major strategic responses and technology initiatives.
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