Advanced Meter Infrastructure: Composite Technologies to Meet New Demands in Sales and Customer Service by SAP America, Inc.. Discover what benefits advanced meter infrastructure (AMI) brings and why, and learn how the SAP NetWeaver platform and enterprise service-oriented architecture can support more... >> Discover more offerings from SAP America, Inc..

ESG Analyst Report: “Changing the Way You Purchase Storage” by NetApp August 25, 2010 - (Free Research) This ESG white paper discusses the key criteria you need to consider before making your next IT investment and why it’s time to modernize your approach to storage.  (WHITE PAPER) READ ABSTRACT |

New Storage Buying Criteria for Shared Virtual Infrastructure by NetApp September 01, 2010 - (Free Research) You can’t make the best storage decisions for your business if you’re not asking the right questions. Our “New Storage Buying Criteria for Shared Virtual Infrastructure RFP template” makes it easy. Use it to help ensure the solutions you choose can deliver extreme flexibility and efficiency, and a “future-proof” foundation.  (WHITE PAPER) READ ABSTRACT |

From Cold to Hot: Lead Nurturing Programs That Generate Sales by Vtrenz, Inc August 2008 - (Free Research) This white paper explains the importance of lead nurturing–in the lead management process. It discusses best practices for nurturing leads in today's competitive business environment, and offers advice for implementing a lead-nurturing program.  (WHITE PAPER) READ ABSTRACT |

International Cruise & Excursions, Inc. by Aspect March 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 |

Cloud-based Contact Center Software Gives Expert Planet the Edge by Five9 January 2013 - (Free Research) View this white paper to learn more about the focus Expert Planet placed on cloud-based contact center from the beginning. It explores the development productivity gains and the greater efficiency achieved through Salesforce integration. Develop a better understanding of cloud-based benefits by reading this white paper now.  (WHITE PAPER) 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 |

Computer Weekly – 16 October 2012: Delivering IT change at Royal Mail by ComputerWeekly.com October 2012 - (Free Research) In this week's Computer Weekly, we talk to Royal Mail CIO Catherine Doran about one of the UK's largest IT transformations. Software suppliers are under fire for the complexity of their licensing policies; we look at the issues. And we examine how to manage suppliers as firms increasingly turn to multiple outsourcing providers. Read the issue now.  (EZINE) READ ABSTRACT |

Leaders and Laggards in the Digital Economy by ComputerWeekly.com March 2012 - (Free Research) The digitisation index from Booz & Co reveals the business leaders and laggards in the digital technology and explains why it is vital to embrace it.  (IT BRIEFING) READ ABSTRACT |

The Intelligent Customer Front Door: Go Beyond the Limitations of Traditional Interactive Voice Response (IVR) to Deliver Superior Customer Service by Genesys June 2008 - (Free Research) This white paper discusses how companies can transform customer service by applying intelligent business rules for optimal efficiency and a competitive advantage.  (WHITE PAPER) READ ABSTRACT |

Email Management in Today's Regulatory Environment by Ontrack® PowerControls™ by Kroll Ontrack February 2009 - (Free Research) Many businesses use the Exchange email server because of its full feature set and integration with Microsoft Office via the Outlook email client. But Exchange has one glaring drawback - it is very difficult to restore messages, mailboxes, and other data. Ontrack® PowerControls™ for Microsoft® Exchange Server solves the problem..  (WHITE PAPER) READ ABSTRACT |

Maximize the Value of On-Demand CRM with On-Demand Reporting by Business Objects August 2007 - (Free Research) Improving the overall quality of your company’s decision-making process results also improves the overall effectiveness of your business. This paper explains how reporting will help your organization make better decisions, and how on-demand reporting allows you to accomplish this task in a fast, cost-effective, and easy-to use manner.  (WHITE PAPER) READ ABSTRACT |

Eight Essential Steps: Moving the Contact Center Beyond Operational Efficiency to Business Effectiveness by Aspect August 2010 - (Free Research) This paper explains how to move the contact center beyond operational efficiency to business effectiveness and provides best practices employed by businesses that already operate their contact centers as profit centers and touching on the technology that makes it possible. Read on to learn how to transform your contact center into a profit center.  (WHITE PAPER) READ ABSTRACT |

The Fine Art of Lead Management and Follow-Up: What Research Shows About Lead Qualification and Nurturing by KnowledgeStorm, Inc (E-mail this company) May 2006 - (Free Research) The Internet has changed the dynamics of technology sales and marketing. While most marketing efforts emphasize generating leads, and most sales efforts are focused on closing sales, not enough consideration is given to the little-understood but vital middle ground of lead qualification. Learn more about industry best practices.  (WHITE PAPER) READ ABSTRACT |

Overhauling a Legacy Contact Center: Starting Steps by Five9 May 2013 - (Free Research) Overhauling legacy contact center technology is often costly and time-consuming, but it doesn't have to be. This expert e-guide offers advice on deciding when it's time to upgrade your contact center, making the business case for an overhaul, and important change management considerations.  (EGUIDE) READ ABSTRACT |

Workforce Management in a contact centre by Aspect June 2012 - (Free Research) In order to remain competitive, you need exceptional, 24x7 customer service. Savvy companies are integrating contact center processes with workforce management practices in order to enhance their service strategies. Read this expert report to learn 9 key business processes and 6 technologies required for a successful initiative.  (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 |

Cloud-Based Contact Center Software - Buyer's Guide by Five9 January 2013 - (Free Research) View this white paper to gain a better understanding on the benefits of a cloud-based solution. It provides an overview that will help lead you on the path to make an informed decision about what is best for your business, by identifying the key difference between premise-based and cloud-based systems.  (WHITE PAPER) READ ABSTRACT |

Integrated vs. Unified: Five Reasons Why Contact Centers Must Get Unified by Aspect August 2010 - (Free Research) This paper presents the main differences between integrated and unified contact centers, and gives five reasons why it is imperative for contact centers to adapt a unified solution. Read on to learn how adopting such a solution can increase productivity, decrease costs, and enhance the customer experience, thereby increasing customer loyalty.  (WHITE PAPER) 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 |

New Contact Center Megatrends and How to Ride them: The Contact Center Executive’s Guide to Career Success in Turbulent Times by eGain Communications Corp. February 2010 - (Free Research) Megatrends are not fads; they won’t go away after a while. The trick is to embrace change and stay ahead of these trends instead of getting swept away. This paper discusses what the seven megatrends of transforming contact centers today. Read on to learn more about these trends and learn some proven ways of how to benefit from them.  (WHITE PAPER) READ ABSTRACT |

Quest MessageStats™ by Dell Software Quest MessageStats empowers executive management, Information Technology (IT) managers, and Exchange administrators to perform business-critical analysis and reporting on Exchange e-mail infrastructures.  (ASP & SOFTWARE PRODUCT)

Podcast - The Fine Art of Lead Follow-up by KnowledgeStorm, Inc (E-mail this company) February 2006 - (Free Research) The best practitioners of online marketing are those who meld Internet marketing and technology tools with timely follow-up and tried-and-true, old fashioned human contact. This podcast walks you through key strategies for implementing an effective lead follow-up and qualification process  (PODCAST) READ ABSTRACT |

KnowledgeNote: What Research Tells Us About Lead Management and Follow-Up by KnowledgeStorm, Inc (E-mail this company) May 2005 - (Free Research) The best practitioners of online marketing are those who meld Internet marketing and technology tools with timely follow-up and tried-and-true, old fashioned human contact. This paper walks you through key strategies for implementing an effective lead follow-up and qualification process.  (WHITE PAPER) READ ABSTRACT |

Siemens EMEA support organization enhances quality and productivity with Aspect by Aspect March 2013 - (Free Research) Siemens PLM software struggled with disparate contact centers across multiple countries. Check out this brief case study to explore how Siemens leveraged a customer contact application to unite all incoming and outgoing customer interaction, as well as support unified communications and collaboration amongst its entire workforce.  (CASE STUDY) 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 |

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