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Customer Experience Exchange E-Zine Issue 2 by SearchCRM
January 31, 2012 - (Free Research)
This second issue of Customer Experience Exchange highlights the contact center. Often an overlooked facet of customer relationship management (CRM), the contact center is usually the first way a customer reaches out to a company and thus should always be considered in CRM strategies.
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Transforming the Customer Experience: How Four Contact Centers Did It Successfully by inContact
September 15, 2011 - (Free Research)
If your organization isn't on the cloud yet when it comes to customer service, then you may be severely disadvantaged. Competition for customer service is increasing and your company needs all the latest tools to stay ahead of the game. Read this white paper to learn how four contact centers adopted agile cloud-based computing technologies.
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Adapt your contact center for increased customer satisfaction by inContact
January 20, 2012 - (Free Research)
This video explains how you can combine interactive voice response (IVR) and ACD systems into one that tracks calls, call waits and offers "self-service" options for callers with a long wait. Watch this now to see a detailed overview of this all-in-one system that will save your organization money.
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Avaya Aura Contact Center Scripting Demystified by Global Knowledge
May 18, 2011 - (Free Research)
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.
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Use effective call centers to build customer loyalty by Infor CRM
February 08, 2012 - (Free Research)
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.
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Making WFM Work: Best Practices and ROI Model by Calabrio, Inc.
January 24, 2012 - (Free Research)
There has been tremendous innovation in contact center workforce management (WFM) over the past three years, with new vendors and offerings entering the scene. Find out how the new generation of WFM solutions are easier to use, improve agent satisfaction, enhance customer experience and cut costs.
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How to Utilize Virtual Hardware Metrics to Ensure Optimal Performance by HP and Intel
May 31, 2011 - (Free Research)
This expert e-guide from SearchVMware.com contains vital virtual hardware statistics for your consideration, including virtual CPU counts and consolidation ratios. Additionally, the benefits of scaling up and scaling out are weighed.
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Overcoming Eight Common Power Management Challenges by Eaton Corporation
February 07, 2012 - (Free Research)
This resource explores how to overcome 8 common power management challenges with a new generation of intelligent, logical, and complete power management solutions. Learn how to improve power efficiency and cost-effectiveness inside.
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Mitel Dials for Innovation by HP and Intel
June 01, 2011 - (Free Research)
Telecommunications industry IT professionals increasingly are adopting converged infrastructure solutions to reduce operating costs, streamline complexity, improve responsiveness and make network management more logical and efficient.
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Call Center Workforce Management Software Best Practices by Infor WFM Workbrain
January 05, 2012 - (Free Research)
The market for workforce management (WFM) software in the contact center saw double-digit growth last year, but the technology still needs work, according to experts. In this e-guide you’ll explore the pros and cons of WFM.
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How Virtualization Cuts CDP Costs by 80% by Veeam Software
February 17, 2010 - (Free Research)
This white paper compares 3 different options of implementing CDP (continuous data protection) and shows how virtualization-enabled CDP - or Near-CDP - becomes the most affordable and most logical disaster recovery choice for businesses of all sizes.
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Accounts Payable: Consolidating AP Workflow Outside the SAP System by Esker Inc.
December 20, 2010 - (Free Research)
Interested in automating the AP process? Before moving ahead, consider whether it’s best to automate AP workflow inside or outside the SAP system. Integrating a solution that runs AP workflow inside the SAP system might seem logical, but there are some important factors to take into account. Learn about the advantages of external AP workflow.
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CBS E-Book: The Next Generation of Mission-Critical Computing by Oracle Corporation
April 14, 2011 - (Free Research)
View this E-Book to discover why Oracle's SPARC T3 servers represent the next wave of innovation for mission-critical computing and are a logical next step for dealing with today’s most critical data center challenges.
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Oracle Business Intelligence 11g for IT Managers by Oracle Corporation
October 19, 2010 - (Free Research)
In this video, Tobin Gilman, Oracle Vice President of Product Marketing, explains how a unified business intelligence foundation, which includes production reports, dashboards, score cards, ad hoc queries, and OLAP analysis, delivers a logical representation of all your enterprise sources.
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Cisco Unified CRM Connector 3.0 by Cisco Systems, Inc.
The Cisco Unified Communications system is a full-featured business communications system built into an intelligent IP network.
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7 Best Practices for Speech Analytics by Autonomy, an HP company
(E-mail this company)
December 28, 2011 - (Free Research)
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.
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Virtualization: Benefits, Challenges, and Solutions by Riverbed Technology, Inc.
November 07, 2011 - (Free Research)
Riverbed® Stingray™ Traffic Manager makes it easy to migrate and scale data on demand, and is also the only application delivery solution available as an easily deployed virtual appliance.
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