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The Work-at-Home Agent Model for Improved Customer Loyalty by inContact
December 03, 2009 - (Free Research)
Read this paper to learn about options for deploying and managing a home-based agent model with the ultimate goal being increased customer loyalty. As the key driver in this model, other cumulative benefits result: higher agent productivity, reduced attrition, lower operational costs, stronger
business continuity, and more.
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Service Excellence Comes Easy with Antenna Software on Blackberry Smartphones by BlackBerry
February 25, 2009 - (Free Research)
Burdened by slow response times of yesterday's communication technologies, Toshiba America Medical Systems deployed Antenna Software's Field Service Solution to dispatch service calls, help CEs check parts inventory and debrief completed work. The solution had the advantage of integrating with their internal Amdocs Clarify CRM system.
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CRM without Compromise: A Strategy for Profitable Growth by SAP AG
April 01, 2007 - (Free Research)
This white paper describes the concept of “CRM without compromise,” elucidating how organizations can maximize their results by taking a more structured, holistic approach to CRM across the enterprise to gain a competitive advantage and profitable growth.
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BMC SQL Performance for DB2: A Review of the Potential Return on Investment by BMC Software, Inc
November 20, 2009 - (Free Research)
The ever present demand to maximise the value delivered by business-critical applications requires that we optimise the use of all the resources that execute and manage them. BMC Software is one of the major vendors offering such support and has a highly regarded set of solutions collectively called BMC SQL Performance for DB2.
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HEALTHsuite® - Claims Processing Software by RAM Technologies, Inc.
HEALTHsuite is an administrative claims processing system designed for health plans and other health care organizations. Rich in features and functions to support health plans of all sizes and types, HEALTHsuite supports all aspects of health care administration including HMO, Consumer Driven, Medicare, Medicaid and Federal Health Benefits.
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Advancing Return on Investment Analysis for Government IT: A Public Value Framework by SAP AG
January 23, 2009 - (Free Research)
The range and complexity of government information technology (IT) investments makes assessing their returns a daunting prospect. This white paper presents a public ROI assessment framework that addresses the shortcomings in the available methods and models for assessing public returns.
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Expand Your Reach: Mastering Multi-Modal Survey Research by SPSS Inc. Worldwide Headquarters
April 14, 2009 - (Free Research)
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.
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ESG report, Iron Mountain Simplifies the New E-mail Archive Decision by Iron Mountain Digital
July 01, 2009 - (Free Research)
Organizations that have yet to implement an e-mail archiving solution have a new decision: use an on-premises or cloud-based (sometimes referred to as Software as a Service or SaaS) solution? The latter is more viable when the archive service is delivered by a reputable, well-established provider such as Iron Mountain.
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Tips for Managing ERP Software Vendors during the Software Selection Process by Panorama Consulting Group
November 03, 2009 - (Free Research)
It is often said that desperate times call for desperate measures. In recent months, this is certainly the case for some ERP vendors. The good news, however, is that there are ways to manage ERP software vendors to ensure a fair, consistent, and unbiased selection process for your organization. Read on to learn what they are.
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Fundamentals of a Well-Built SAN by Hewlett-Packard Company
August 12, 2009 - (Free Research)
The purpose of this white paper is to describe the benefits of a clustered architecture in comparison with traditional controller-based architectures, and to discuss the technology that makes HP LeftHand SANs better by design.
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Windows 7 Review Guide by Global Knowledge
May 13, 2009 - (Free Research)
Join Glenn Weadock, Global Knowledge Instructor, MCITP, MCSE, MCT, A+, for this Windows 7 Review Guide. This white paper introduces the key areas in which Windows 7 differs from Vista - areas you'll need to focus on if you're thinking of moving to Windows 7, either from Vista or from XP.
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Green IT Matters at Wipro LTD by Wipro Technologies
September 01, 2009 - (Free Research)
In September 2009, Wipro Ltd (Wipro), a global corporation in the Information Technology Enabled Services (ITES) industry which was head-quartered in Bangalore, India, was reviewing its Green IT plan. Read this white paper to learn more about Wipro's quest to become a true ecologically sustainable company.
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Chapter 2: Re-make or Re-model – Cloud Developer Strategies by SearchSOA.com
October 07, 2009 - (Free Research)
Read the second chapter of the Cloud Computing E-Book and learn what developers should consider before moving applications to the cloud and to what extent they will have to re-think familiar go-to languages to make apps work in the cloud.
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IT Automation: Going Beyond the Obvious to Find Real Cost Savings by BMC Software, Inc
September 18, 2009 - (Free Research)
Enterprise Management Associates® (EMA®) research shows 75% of CIOs are facing budget cuts. Most CIOs need to go beyond obvious cost reduction measures to address the largest single IT cost - staff. This whitepaper will discuss the ways that Workload automation can effect real cost savings.
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BMC SQL Performance for DB2: Two Minute Explainer Video by BMC Software, Inc
April 24, 2009 - (Free Research)
Inefficient DB2 applications can waste MIPS and cost an organization thousands while mainframe application demand continually grows. Learn how BMC's SQL Performance solution for DB2 can reduce CPU MIPS, improve DB2 application performance, correct problems before they occur, and enable staff to work on more productive tasks.
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Solutions for Small to Medium Data Centers by APC
October 23, 2009 - (Free Research)
APC® by Schneider Electric enables you to adapt your data center to the changing needs of a business. With the same InfraStruXure® HD-Ready architecture, you can start out with a low-density data center, and later scale up to high density as needed without picking up the phone to call for more capacity, engineering or quotes.
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Empowerment as a Growth Strategy by Oracle Corporation
September 2007 - (Free Research)
Companies are using technology and other tools to help employees deliver an organization's best collective thinking during each customer interaction. Among them is Hewlett-Packard (HP), which we will feature in this paper. We will also explain why empowering your key customer-facing employees is the new path to achieving extraordinary results.
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Web Lead Evaluation and Scoring Study by KnowledgeStorm, Inc
(E-mail this company)
April 2006 - (Free Research)
KnowledgeStorm and The Artemis Group conducted an in-depth analysis of 15,452 Web leads generated by KnowledgeStorm. The objective of this study was to identify characteristics of Web leads that maximize sales opportunities and to debunk myths around what makes a good sales lead.
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As the market turns around... a hot new communications service market emerges by Hewlett-Packard Company
November 2009 - (Free Research)
Communications as a service (CaaS) is a hot new market that promises to grow quickly. Small and medium businesses (SMBs) that need enterprise-class communications services already do business with service providers. This study focuses on the factors that are driving CaaS and how service providers can take advantage of them.
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A Standard Approach to Process Documentation by Lombardi Software
December 2009 - (Free Research)
Rachel Pace-Maron, Director of Operations Support Service at PRC, was asked to document, standardize and communicate all of her company's processes to help improve business processes across 15 domestic and 5 international call centers. Listen as Rachel shares her experience and covers key learnings.
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