This is the first in an annual series of reports highlighting trends in the structural quality of business applications regarding characteristics such as robustness, performance, securit y, and changeability. 

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. 

Read this white paper to learn more about the future changes with contact centers and the best ways to prepare your organization for these changes. 

As VoIP usage becomes widespread, enterprise users will become subject to many of the same security risks that have affected data networks. This report highlights some of the potential security problems associated with VoIP and address what measures can be taken to secure enterprise VoIP deployments. 

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. 

Read this white paper to get a framework, plan and recommended best practices for transforming your siloed contact centers into a multi-channel servicing environment. 

This comprehensive white paper explores the call center landscape, details the benefits of hosted call centers along with the risks involved in cloud-based services. 

Many retail financial services institutions (FSI) do not have any visibility or context outside of a single interaction channel. In this whitepaper, we will describe the business imperative for closing the multi-channel customer experience gap and discuss how doing so gives you opportunities to differentiate. 

Access this resource for an overview of the configuration requirements that enforce calling privileges and call route selection, and discover how a voice policy is implemented. 

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. 

Your customers are also calling, chatting, tweeting and emailing your contact center agents, sharing valuable information during each interaction. Download this complimentary white paper to learn how you can easily gather and leverage data from all customer interactions to assess how your agents are performing and improve the customer experience.