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		CRM without Compromise: A Strategy for Profitable Growth by SAP America, Inc.. Build your CRM system so it is flexible enough to quickly respond to changing customer needs and business challenges to sustain a competitive advantage and enjoy a profitable more... >> Discover more offerings from SAP America, Inc..
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Moving Beyond the Queue - Focusing on the Real-Time Customer by Inova Solutions May 2008 - (Free Research) In this paper, Tim Montgomery, a highly regarded industry consultant, speaker and author explores new ideas on ways every call center can keep up with new customer demands.  (WHITE PAPER) READ ABSTRACT | GO TO WHITE PAPER

Roadmap for Implementing a Multi-Site IP Contact Center by Avaya, Inc May 2008 - (Free Research) This white paper discusses the challenges surrounding implementing a multi-site contact center and a solution that can assist you in making a smooth transition.  (WHITE PAPER) READ ABSTRACT | GO TO WHITE PAPER

Call Center Management: Planning, Scheduling, Historical and Real Time Statistics by DeskFlex August 2008 - (Free Research) This paper examines how Call Centers in a number of industries have been able to significantly improve agent performance while reducing cost by using Agent Power Planning and Scheduling from Desk flex.  (WHITE PAPER) READ ABSTRACT | GO TO WHITE PAPER

Seamless Customer Conversations: Driving Intelligent Interactions in the Contact Center by Infor. March 2008 - (Free Research) Contact centers are becoming primary interaction points for many customers. Learn how to make these important interactions more personalized and intelligent for customer retention and increased sales opportunities.  (WHITE PAPER) READ ABSTRACT | GO TO WHITE PAPER

Best Practices for Home Agents by Avaya, Inc June 2008 - (Free Research) Home agents represent an opportunity to expand and improve your call center team. And they can be a form of insurance to keep your business running if disaster strikes. This white paper contains best practices for developing a Home Agents program.  (WHITE PAPER) READ ABSTRACT | GO TO WHITE PAPER

Whirlpool: Quality Means Loyalty by SAS Institute Inc. September 2008 - (Free Research) Running SAS Warranty Analysis on the SAS Enterprise BI Server enhances Whirlpool's investment in an SAP R/3 operational environment for in-depth analysis and easy reporting on issues.  (CASE STUDY) READ ABSTRACT | GO TO CASE STUDY

Using Real-Time Information to Improve Contact Center Performance by Genesys Co. May 2008 - (Free Research) From this 15-minute podcast, you'll walk away with ideas about how real-time analytics can enhance call center performance and how to execute on a real-time strategy in your call center.  (PODCAST) READ ABSTRACT | GO TO PODCAST

IRMC Used VMware Virtual Desktop Infrastructure to Virtualize its Call Center Operations by AMD and VMware, Inc (E-mail this company) March 2008 - (Free Research) 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.  (CASE STUDY) READ ABSTRACT | GO TO CASE STUDY

E-Book: Making Real-time Information a Reality in the Contact Center by Genesys Co. September 2008 - (Free Research) This E-book from SearchCRM.com explores best practices and strategies for using real-time information in the call center.  (E-LEARNING TUTORIAL) READ ABSTRACT | GO TO E-LEARNING TUTORIAL

Service Lifecycle Management for IT Equipment - Tackling the Profitability Crunch by Astea International Inc. (E-mail this company) August 2005 - (Free Research) The IT Equipment Service market is riddled with complexity, plagued by competition & challenged by shrinking margins. This paper provides insight from recent conversations with leading service companies to discover how SLM principals are being used to combat the complexity, growing competition & shrinking profit margins in the IT Services Industry  (WHITE PAPER) READ ABSTRACT | GO TO WHITE PAPER

The Multi-Channel Call Center Agent - Reality or Myth? - an AberdeenGroup Report sponsored by Astute Solutions by Astute Solutions (E-mail this company) April 2007 - (Free Research) Read how AberdeenGroup's research, which represents a strong cross-section of industry, clearly shows that Best-in-Class companies are moving to multiple channel agent support. To achieve this, companies should look at implementing the recommendations found in this white paper.  (ANALYST REPORT) READ ABSTRACT | GO TO ANALYST REPORT

Success Story: Communications - AT&T by Genesys Co. May 2008 - (Free Research) Cingular wanted to meet a goal of answering 92% of all customer calls before abandonment, without adding staff. After careful consideration, it chose Informiam to meet that goal.  (CASE STUDY) READ ABSTRACT | GO TO CASE STUDY

IP Enabled Contact Centers: Lowering Costs, Raising the Customer Experience by Avaya, Inc July 2008 - (Free Research) This paper explores how Internet Protocol (IP) can be leveraged to lower the cost of enhancing customer service via the contact center.  (WHITE PAPER) READ ABSTRACT | GO TO WHITE PAPER

Astea Alliance - Service Lifecycle Management by Astea International Inc. (E-mail this company) Astea Alliance -supports the complete service lifecycle, and enables you to manage staff and inventory more efficiently while providing higher levels of service to customers. It provides a single, unified view of all service transactions & gives you a wealth of decision support tools to continuously refine the quality of your service process.  (SOFTWARE PRODUCT) GO TO DETAILED REPORT

Implementing a Telecommuting Program by Avaya, Inc June 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 | GO TO WHITE PAPER

ePowerCenter - Customer Relationship Management and Interaction Solution by Astute Solutions (E-mail this company) ePowerCenter is an award-winning CRM customer service and support, contact center automation, and interaction management solution designed to address the unique needs of consumer-focused companies and their contact centers. It is behind high-impact technical and business results at Global 1000 companies across numerous vertical markets.  (ASP & SOFTWARE PRODUCT) GO TO DETAILED REPORT

Astute Solutions and AberdeenGroup Benchmark Report: The Multi-Channel Call Center Agent - Reality or Myth? by Astute Solutions (E-mail this company) July 2007 - (Free Research) The traditional call center supports four separate channels; web self-service, email, chat and voice. Aberdeen research shows that companies evaluating methods to reduce costs recognized the efficiencies of utilizing a single agent across all of the traditional channels.  (ANALYST REPORT) READ ABSTRACT | GO TO ANALYST REPORT

Astea Alliance Service Management Suite by Astea International Inc. (E-mail this company) Astea Alliance service management suite integrates & optimizes business processes for Contact Center, Field Service, Depot Repair, Logistics, Professional Services, & Sales & Marketing. Astea helps organizations maximize the value of their service operations by providing comprehensive, cost-effective solutions that optimize the service enterprise.  (SOFTWARE PRODUCT) GO TO DETAILED REPORT

Mobilizing Your Workforce - The Powerful Differentiator - Including Information from "The Mobile Field Service Solution Selection Report" by the Aberdeen Group by Astea International Inc. (E-mail this company) May 2006 - (Free Research) According to Aberdeen, companies that have deployed mobile field service solutions have realized, on average, 27% improvement in worker productivity, 19% increase in customer satisfaction/retention, 17% increase in overall profitability, and 13% increase in service revenues. Are you interested in achieving results like these?  (WEBCAST) READ ABSTRACT | GO TO WEBCAST

Real-Time Field Force Optimization: Dynamic Scheduling & Dispatch as SLM Best Practice by Astea International Inc. (E-mail this company) September 2005 - (Free Research) This paper explores how the use of scheduling technology can help companies attain and extend the benefits of SLM by providing service-aware dispatching tools that can greatly improve the efficiency of technicians and dispatchers alike--simultaneously improving service levels and reducing cost.  (WHITE PAPER) READ ABSTRACT | GO TO WHITE PAPER

Go Green and Increase Profitability with Virtual Contact Centers by Avaya, Inc June 2008 - (Free Research) This paper summarizes for contact center managers the facts and fiction regarding the environmental benefits of home agent programs.  (WHITE PAPER) READ ABSTRACT | GO TO WHITE PAPER

Astute Solutions and AberdeenGroup Benchmark Report: The Contact Center as a Profit Center: Optimizing a Self Service Contact Center With Speech, VoIP, Data Integration and Performance Analytics by Astute Solutions (E-mail this company) November 2006 - (Free Research) This Aberdeen Group benchmark report summarizes research conducted with call center, customer experience, and operations executives at over 150 companies. It outlines strategies, technology investments, practices, and innovations of best-in-class contact centers, and recommends specific improvement activities to help achieve contact center goals.  (ANALYST REPORT) READ ABSTRACT | GO TO ANALYST REPORT

Benefits and Advantages of Recording and Archiving Calls by Teleformix. July 2008 - (Free Research) ECHO digital recording solution brings a whole host of advantages, including dispute resolution, liability management, evaluation support, and more.  (WHITE PAPER) READ ABSTRACT | GO TO WHITE PAPER

Integrating Unified Communications into Business Applications to Improve Customer Service by IBM. September 2008 - (Free Research) Achieving "customer intimacy" is the fundamental basis of solid business strategy. In this videocast, Don Van Doren of UniComm Consulting explains what UC is and is not and how it can enhance the nature of customer interactions.  (VIDEOCAST) READ ABSTRACT | GO TO VIDEOCAST

Still Struggling to Reduce Call Center Costs without Losing Customers? by SAP America, Inc. February 2008 - (Free Research) Efficient call centers that also meet customer expectations is a challenge that many organizations face. Discover the key steps to turning your call center into a strategic asset.  (WHITE PAPER) READ ABSTRACT | GO TO WHITE PAPER

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