Contact Centers for Dummies
| sponsored by Avaya Inc.
BOOK:
This guide provides a high-level approach to the different methodologies with lots of information not only on running contact centers, but also on implementing technology in contact centers in a profitable way.
Posted: 21 Nov 2008 | Published: 21 Nov 2008
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Business Process Automation in Financial Services
| sponsored by Microsoft Corporation India Pvt Ltd
WHITE PAPER:
BPA solutions provide the tools, technologies, and infrastructure to automate complex business processes end to end in order to help increase competitive advantage and deliver tremendous value and visibility to your business.
Posted: 18 Nov 2008 | Published: 18 Nov 2008
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Business Process Automation in Retail
| sponsored by Microsoft Corporation India Pvt Ltd
WHITE PAPER:
BPA solutions provide the tools, technologies, and infrastructure to automate complex business processes end to end in order to help increase competitive advantage and deliver tremendous value and visibility to business.
Posted: 18 Nov 2008 | Published: 18 Nov 2008
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E-Book: Improve the Efficiency of Your Call Center - Leveraging VoIP and Session Initiation Protocol (SIP)
| sponsored by Genesys
WHITE PAPER:
Read this E-Guide and explore how constructing your service organization around SIP and utilizing SIP-based contact center can make managing premium service channels more effective and interactively guide lower-value clients.
Posted: 06 Nov 2008 | Published: 06 Nov 2008
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E-Book: From Web to Phone: Using Interactive Speech Applications to Automate Business Processes
| sponsored by Angel.com
WHITE PAPER:
Speech applications have long promised a strong return on investment by automating routine call center tasks and reducing live operator costs. This white paper gives more details.
Posted: 04 Nov 2008 | Published: 04 Nov 2008
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E-Book: Capitalizing on Unified Communications in the Call Center
| sponsored by CosmoCom, Inc.
WHITE PAPER:
In this E-book, find out how unified communications (UC) is altering the call center technology landscape and how some organizations have successfully adopted UC to extend the call center into the enterprise.
Posted: 03 Nov 2008 | Published: 03 Nov 2008
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Virtual Call Center - Five Simple Strategies to Make Your Support Center Callers Smile
| sponsored by Angel.com
WHITE PAPER:
This paper highlights five simple strategies any organization should consider to cost-effectively increase the level of service of their support lines.
Posted: 29 Oct 2008 | Published: 29 Oct 2008
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The Value of Customer Insight
| sponsored by Siperian, Inc.
WEBCAST:
Check out this webcast to learn how true customer insight removes obstacles and combines data in new ways to make previously hidden trends, interrelationships and influences visible.
Posted: 13 Oct 2008 | Premiered: Available On Demand
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Improving Customer Support and Help Desk Efficiencies with On-demand Remote Support
| sponsored by NTR Global
WHITE PAPER:
On-demand remote support solutions address the inadequacies of web tools, e-mail, and phone-based approaches to quality customer care. This paper helps anyone responsible for improving customer experience using affordable technology solutions.
Posted: 26 Sep 2008 | Published: 26 Sep 2008
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The Profit-Minded Contact Center - Building an ROI Case for Customer Interaction Solutions in Financial Services.
| sponsored by Portrait Software
WHITE PAPER:
This whitepaper shows you how contact centers can deliver differentiated customer service, build more profitable customer relationships and demonstrate the ROI on customer interaction solutions.
Posted: 10 Sep 2008 | Published: 10 Sep 2008
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E-Book: Making Real-time Information a Reality in the Contact Center
| sponsored by Genesys
EDITORIAL RESOURCE GUIDE:
This E-book from SearchCRM.com explores best practices and strategies for using real-time information in the call center.
Posted: 08 Sep 2008 | Published: 08 Sep 2008
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Case Study: Children's Memorial Hospital
| sponsored by ABS Associates, Inc.
CASE STUDY:
In this case study Children's Memorial Hospital engaged ABS to provide consulting services. Learn how ABS optimized the hospital's help desk support system, and cut the figures for monthly average abandoned calls and open tickets in half.
Posted: 28 Jul 2008 | Published: 25 Jul 2008
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Cost Cutting in IT to Cope with Economic Slowdown
| sponsored by Avaya Inc.
WHITE PAPER:
IT organizations are under pressure to reduce the cost of IT and to use IT to reduce the operating costs of the enterprise. This report compiles a list of common IT-related budget-cutting ideas with links to specific research currently available.
Posted: 01 Jul 2008 | Published: 05 Mar 2008
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Constellation Energy Group
| sponsored by EMC Corporation
CASE STUDY:
In its quest to fully leverage the new technologies, Constellation energy realized it needed to integrate them to one another, as well as integrate them with other business processes and applications.
Posted: 16 Jun 2008 | Published: 01 Feb 2007
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Proactive Contact Center Management: A New Paradigm for Driving Continuous Improvement?
| sponsored by Genesys
WHITE PAPER:
This white paper is intended to give you a sense of what these new proactive management technologies can do for you, and to help you establish criteria for evaluating products in this arena.
Posted: 03 Jun 2008 | Published: 01 Jan 2006
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Consolidation 2.0: Consolidation Trends in Contact Center Technologies and Operations
| sponsored by CosmoCom, Inc.
WHITE PAPER:
This white paper explains the benefits of Consolidation 2.0 and shows how it best meets the demands of today's global business environment.
Posted: 27 May 2008 | Published: 01 Jan 2008
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Roadmap for Implementing a Multi-Site IP Contact Center
| sponsored by Avaya Inc.
WHITE PAPER:
Explore a three-part guide to identifying the potential presented by Internet Protocol (IP), building a business case for migration to IP and ultimately designing and implementing an IP infrastructure.
Posted: 20 May 2008 | Published: 01 Mar 2007
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Success Story: Communications - AT&T
| sponsored by Genesys
CASE STUDY:
The company wanted to meet a goal of answering 92% of all customer calls before abandonment, without adding staff.
Posted: 19 May 2008 | Published: 01 May 2008
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Using Real-Time Information to Improve Contact Center Performance
| sponsored by Genesys
PODCAST:
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.
Posted: 05 May 2008 | Premiered: 05 May 2008, 09:00 EDT (13:00 GMT)
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Defect Tracker - Web-based Change Management for Manufacturing/LifeSciences
| sponsored by Extraview Corporation
SOFTWARE LISTING:
ExtraView Defect Tracker provides controlled access screens where customers and partners may enter problem reports and enhancement requests over the Web.
Posted: 10 Mar 2008 | Published: 01 Jan 2006
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Customer Support Solution
| sponsored by Extraview Corporation
SOFTWARE LISTING:
ExtraView Customer Support provides controlled access screens where customers and partners may enter problem reports and enhancement requests over the Web.
Posted: 10 Mar 2008 | Published: 01 Jan 2006
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IFS Applications - Supply Chain Management
| sponsored by IFS
SOFTWARE LISTING:
IFS Applications offer business solutions that can be configured to meet the needs of rapidly changing industries facing challenges in an international marketplace.
Posted: 11 Feb 2008 | Published: 07 Feb 2007
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IP Enabled Contact Centers: Lowering Costs, Raising the Customer Experience
| sponsored by Avaya Inc.
WHITE PAPER:
This paper explores how Internet Protocol (IP) can be leveraged to lower the cost of enhancing customer service via the contact center.
Posted: 08 Feb 2008 | Published: 08 Feb 2008
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Empowerment as a Growth Strategy: How Empowering Customer-facing Employees Leads to Extraordinary Results
| sponsored by Oracle Corporation
WHITE PAPER:
Discover how empowering key customer-facing employees is the new path to achieving extraordinary, sustainable results. Read this white paper to learn four best practices on how establish an employee empowerment strategy.
Posted: 26 Sep 2007 | Published: 01 Sep 2007
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Treating 11 Million Customers as Individuals: How Nationwide Building Society Made Customer Relationship Management Deliver Returns
| sponsored by Portrait Software
CASE STUDY:
Nationwide needed an IT system that could support customer care across its customer-facing channels, including call centers, branches and Internet. Read this case study and see how Nationwide maximized the value of its customer interactions.
Posted: 04 Sep 2007 | Published: 01 Jul 2006
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