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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The Five Productivity Benefits of a Secure Network
| sponsored by Cisco Systems, Inc.
WHITE PAPER:
A secure network foundation from Cisco enables you to easily and cost-effectively add new users and applications as needed.
Posted: 10 Oct 2008 | Published: 10 Oct 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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Taking a SIP: What Executives Should Know about IP Transformation in the Contact Center
| sponsored by Genesys
WHITE PAPER:
This white paper is intended for executives who are seeking to understand why SIP (Session Initiation Protocol) is a must-have technology for the contact center today, and how SIP-enabled IP solutions can help align you with your goals.
Posted: 04 Sep 2008 | Published: 04 Sep 2008
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Thriving in an Economic Downturn
| sponsored by Avaya Inc.
WHITE PAPER:
This e-guide that takes you through the latest contact center technologies, and how they can help you develop brand differentiation, elevate customer loyalty, and keep costs low – even when everyone is tightening their budgets.
Posted: 22 Aug 2008 | Published: 22 Aug 2008
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Preparing for the Unexpected: Utilizing Avaya to Help Build Your Communications Continuity Capability
| sponsored by Avaya Inc.
WHITE PAPER:
This paper is designed to help enterprises understand how Avaya, with its broad portfolio of systems, applications, built-in recovery features and professional services, can help plan and execute a solid approach to communication continuity preparedness.
Posted: 22 Aug 2008 | Published: 22 Aug 2008
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Enterprise Benefits of Real-time Contact Center Performance Management
| sponsored by Genesys
WHITE PAPER:
Real-time CCPM solutions give contact center management an objective and quantifiable method for identifying, capturing and communicating customer or operational issues quickly enough to prevent them from causing more damage.
Posted: 17 Jul 2008 | Published: 03 Apr 2008
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Bringing Personalized Financial Services to Farmers
| sponsored by Cisco Systems, Inc.
VIDEOCAST:
In this case study read how MidAtlantic Farm Credit, a financing company for agribusiness and rural homeowners, utilized Cisco Unified CallConnector for Microsoft Dynamics CRM to provide a 360-degree view of customer information to every employee.
Posted: 26 Jun 2008 | Premiered: 19 Jun 2008
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Essential Manager's Guide: Intelligent Communications
| sponsored by Avaya Inc.
WHITE PAPER:
How can you improve the efficiency of your business processes? What is the strategic approach that will deliver a competitive advantage today? Discover answers here in the Essential Managers Guide for Intelligent Communications.
Posted: 09 Jun 2008 | Published: 05 Jun 2008
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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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The Intelligent Customer Front Door: Go Beyond the Limitations of Traditional Interactive Voice Response (IVR) to Deliver Superior Customer Service
| sponsored by Genesys
WHITE PAPER:
This white paper discusses how companies can transform customer service by applying intelligent business rules for optimal efficiency and a competitive advantage.
Posted: 03 Jun 2008 | Published: 01 Apr 2008
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Implementing a Telecommuting Program
| sponsored by Avaya Inc.
WHITE PAPER:
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.
Posted: 02 Jun 2008 | Published: 01 Jan 2008
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Extraordinary Customer Service
| sponsored by Avaya Inc.
BOOK:
Extraordinary Customer Service explores the contact center as a strategic part of your enterprise--where you can leverage differentiated services to provide a superior customer experience that can build brand loyalty and increase profits.
Posted: 02 Jun 2008 | Published: 01 May 2008
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Best Practices for Home Agents
| sponsored by Avaya Inc.
WHITE PAPER:
Employing home agents allows you 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.
Posted: 02 Jun 2008 | Published: 01 Feb 2008
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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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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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The Intelligent Customer Front Door: Rolling Out the Red Carpet for Increased Customer Satisfaction
| sponsored by Genesys
WHITE PAPER:
Download the new business paper, The intelligent Customer Front Door: Rolling Out the Red Carpet for Increased Customer Satisfaction and discover how your contact center can actually anticipate customers' needs and allow them to control the interaction.
Posted: 24 Mar 2008 | Published: 01 Mar 2008
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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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