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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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SIP contact centers: Key benefits and potential challenges by SearchSecurity.com

February 24, 2012 - (Free Research)
Learn how Session Initiation Protocol (SIP), unified communications (UC) and contact centers fit hand in hand in this e-guide from SearchUnifiedCommunications.com. 
(EGUIDE) READ ABSTRACT |

Five Steps to Ensuring a Successful VoIP Migration by inContact

September 22, 2010 - (Free Research)
This paper presents five key steps that will ensure a successful migration from legacy voice technology to VoIP in a contact center or enterprise environment. Continue reading to learn more about these five steps and learn how they can help you. 
(WHITE PAPER) READ ABSTRACT |

Automating Your Call Center Feedback by Mindshare Technologies

March 04, 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 |

FCR Done Right! by Enkata Technologies

April 26, 2012 - (Free Research)
Access this white paper to learn how to build an operational FCR program without sacrificing your budget. 
(WHITE PAPER) 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 |

Implementing a Telecommuting Program by Avaya Inc.

January 2008 - (Free Research)
This paper discusses several issues related to implementing a telecommuting home worker program for contact center agents. Certainly, the particular requirements of each company will dictate the extent to which these and other concepts are implemented. 
(WHITE PAPER) READ ABSTRACT |

Computer Weekly 2 August 2011: We examine the calls for radical reform in the relationship between Whitehall and its IT suppliers by ComputerWeekly.com

August 2011 - (Free Research)
With the release of a scathing report on government IT, we examine calls for radical reform in the relationship between Whitehall and its IT suppliers. Also this week, the first part of our Buyer’s Guide to Big Data, and a case study on how Carphone Warehouse improved customer satisfaction by 38% using business process management (BPM) software. 
(EZINE) READ ABSTRACT |

Real-Time Data Analysis Recipe Calls for Mix of IT, Business Savvy by IBM

December 2013 - (Free Research)
Consult this expert e-guide to gain a firm understanding of the requirements needed to implement a successful real-time analytics plan while avoiding many of the pitfalls. 
(EGUIDE) READ ABSTRACT |

Forging a CEM Strategy That Can Power Commerce by SearchCRM

April 2014 - (Free Research)
With a seemingly exhaustive number of methods to communicate -- not to mention an expected $280 billion in U.S. e-commerce sales in 2015 -- contact center technology today requires a new approach. 
(EBOOK) READ ABSTRACT |

Customer experience consistency key to successful CRM by TechTarget

April 2014 - (Free Research)
Customer service plays an integral role in business continuity, but in order to provide optimal customer satisfaction you need to access customer information and that takes integration, and a solid security plan. Take this brief survey and gain access to this guide showcasing a new realm of customer service that reaches far beyond the call center. 
(RESOURCE) READ ABSTRACT |

The Business Case for Desktop Integration: A practical solution with rapid ROI by Cicero Inc.

June 2009 - (Free Research)
This paper describes the relationship between desktop integration and customer experience, the business benefits of building a logically integrated structure, and the best architecture for achieving the maximum benefits. It examines two successful implementations where desktop application integration has produced measurable results. 
(WHITE PAPER) READ ABSTRACT |

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)

Protecting CPNI - Top Four Tips for a Successful Security Program Deployment by RSA, The Security Division of EMC

December 2008 - (Free Research)
With the RSA CPNI Solution, telecommunications service providers can rest assured that they will not suffer financial or brand repercussions as a result of unauthorized disclosure of CPNI. 
(WHITE PAPER) READ ABSTRACT |

Speech Analytics - The Power of Simplicity by Calabrio, Inc.

June 2011 - (Free Research)
This overview examines the power of Speech Analytics technology to extend resources and expand knowledge. 
(WHITE PAPER) READ ABSTRACT |

Enterprise Resource Planning Software: Taking the Plunge by VAI, Vormittag Associates, Inc.

March 2009 - (Free Research)
Check out this white paper to discover the many benefits of Enterprise Resource Planning (ERP) software. 
(WHITE PAPER) READ ABSTRACT |

Unified Performance Management: The Key to Successful Performance Management by IBM

April 2009 - (Free Research)
Using common performance management tools and systems efficiently is just as critical to the success of the business as using a common set of applications for accounting and human resources (ERP) and marketing and sales (CRM). Read this paper to learn more. 
(WHITE PAPER) READ ABSTRACT |

E-Guide: Best practices and considerations to ensure help desk management success by SysAid Technologies

April 2011 - (Free Research)
This e-guide from SearchDataCenter.com explains why it is essential analyze the performance of your service desk to ensure optimal results. Gain expert insight into how to improve IT help desk services with vendor support. And find out how to help staff be more productive by providing them with extra support. 
(EGUIDE) READ ABSTRACT |

E-Book: The Executive’s Guide to Contact Center Technology Planning by inContact

May 2010 - (Free Research)
In this e-book learn about emerging contact center technology trends and newer options like self-service technology, analytics and Web 2.0. Find out about 10 must-have technologies for the contemporary contact center. Learn how to select the best technology to meet your needs, and read expert advice for setting up contact center technology. 
(EBOOK)

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 |

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 |

8 Seconds to Capture Attention: Silverpop's Landing Page Report by Silverpop Systems Inc.

August 2008 - (Free Research)
It's estimated that up to 50 percent of visitors to landing pages will bail in the first eight seconds. This evaluation explains how putting more effort on nurturing recipients once they hit those landing pages would be time and money well spent. 
(WHITE PAPER) READ ABSTRACT |

Load Testing 2.0 - The Next Generation of Load Testing for the Web 2.0 World by Gomez

July 2009 - (Free Research)
Read this paper to learn why Load Testing 2.0 solutions are needed and who benefits. Learn best practices to get business value out of advanced load testing features, the limits of load testing 1.0 solutions, how today's approach complements existing 1.0 solutions, and what factors are important for selecting successful Load Testing 2.0 solutions. 
(WHITE PAPER) 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 |

The Many Benefits of Lean IT by Cisco Systems, Inc.

September 2010 - (Free Research)
Can a leaner approach to IT deliver greater value at lower cost? Flextronics' CIO David Smoley reveals how a lean approach to IT, similar to successful methods used in manufacturing, delivers greater value to organizations and their customers. 
(VIDEO)

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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