IRMC used VMware Virtual Desktop Infrastructure to virtualize its call center operations and support multiple call centers from a central data center, reducing IT costs while improving flexibility and competitiveness. 

Is securing the Call Center possible without impacting the customer experience? This paper discusses the advantages and benefits of using knowledge-based authentication (KBA) to bolster Call Center security over other solutions. 

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. 

Whether it's in your call center, on the Web, or in-person, effective survey research requires proven practices that reach across the board. In this webcast, you learn how to cut the costs and improve the performance of your survey research efforts - regardless of where you reach your respondents or what language they speak. 

The need for customer insight and responsiveness to that insight is the foundation and driving rationale for the emerging CRM concept of continuous customer dialogue through multi-channel touchpoints. 

Read this paper to learn how organizations that have selected a hosted contact center solution have minimized or even eliminated the cost of their IT or telecom support departments. Keep reading to learn what the benefits a hosted contact center solution can have for your company. 

Listen to this podcast to hear how all-new HiDef Corporate™ leverages the communicative advances of the Internet and next generation telephony to revolutionize the way call conferencing is administered and billed. 

With Oracle Applications Extension for Rational Performance you no longer have to jeopardize your business engine during an upgrade. You’ll eliminate risk, increase testing productivity, speedy delivery, and ensure the quality and scalability of your business systems. 

This Wainhouse Research application brief explores the costs of audio conferencing – specifically whether organizations consider cost to be a problem and what they're doing to control it. 

A new era of on-demand remote support has brought with it a unique challenge to the agents who practice it: a new level of transparency for their interpersonal skills. In this white paper, you'll learn from an experienced communications skills expert, 4 specific steps to help supercharge your customer relationships in an era of remote support. 

Leading companies are placing more emphasis on inbound marketing and intelligent customer interactions as the means for building powerful customer relationships that boost profitable growth. 

Supporting remote or travelling workers has become an increasingly high priority for many IT departments. The remote workforce that was once thought of as "merely a trend" has now become the norm. 

In this webcast, learn about changing trends in the data center infrastructure. Discover tools to ensure high availability at a low cost to improve IT performance. Find out more about innovations to data center operations to help you remain competitive.