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call center - contact
(430 results)-
Whitepapers
The Future of the Service Desk
Mar 2013
The speed of technical innovation is accelerating with consequences both scary and exciting for IT service desks and customer contact centres. "Today phones have voice recognition, plan the...
Provided by GoToAssist
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Whitepapers
Help Desk Management: 5 Tips to Increase the Efficiency of Your IT Service Team
Dec 2010
As Information Technology (IT) services and consulting companies grow, new challenges emerge in the quest to provide comprehensive and cost effective IT solutions to customers. If dramatic growth...
Provided by ConnectWise
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Presentations
Improve Customer Satisfaction
Oct 2011
Multiple challenges are causing a rapid, profound transition in the way that people do business. Customers can interact with businesses through instant messaging, social media, in-person meetings,...
Provided by Cisco Systems, Inc.
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White Papers
The Red Report: Unified Communications and Networking
Oct 2011
When Employees are out of the office, they've got to stay in the loop. We get it. And we've helped thousands of businesses keep in touch anytime, anywhere with Unified Communications. Unified...
Provided by CDW
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Whitepapers
Taking the Help Desk Further
Sep 2012
Get the Most From Your Help Desk! Organizations that have implemented at least a basic help desk system know how valuable these solutions are. By helping to coordinate user requests and IT's...
Provided by Quest Software, now a part of Dell
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Whitepapers
Social Media Analytics: Making Customer Insights Actionable
May 2012
Learn how the right combination of technologies can help you understand emerging customer trends and increase the ROI of your marketing campaigns.
Provided by IBM
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Whitepapers
Building and Operating a Network Operating Center (NOC) and Help Desk
Apr 2012
With so many new technology opportunities in the market today, managed services providers (MSPs) need to be careful not to overlook the importance of delivering exceptional customer service. The...
Provided by ConnectWise
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Whitepapers
How to Choose the Best Help Desk Software for Your Small or Midsized Business
Feb 2006
In today's competitive business environment, small and midsized businesses that want to grow and sustain an edge in the market must continually streamline and improve core business practices. In...
Provided by BMC Software
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Case Studies
Case study: How BT increased online sales conversions
Oct 2012
A review of BT.com highlighted that, while the site was doing well, it could do better -- especially to drive sales online, rather than completing them via call centres. This case study highlights...
Provided by LivePerson
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White Papers
The SIP Contact Center: Leveraging the SIP Architecture to Build IP Contact Center Solutions
Oct 2007
The legacy call center has been a staple for enterprises that service customers over the telephone. Whether servicing a major airline or a small local business - providing prompt access to helpful...
Provided by Audiocodes
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Whitepapers
Integrating Network Monitoring and the Help Desk for Expedited Problem Resolution
Sep 2012
You Really CAN Speed Help Desk Problem Resolution It's no secret - when an issue hits the help desk, you need to solve it RIGHT NOW. Are you getting to resolution time fast enough? In this Quest...
Provided by Quest Software, now a part of Dell
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White Papers
Improve Customer Satisfaction and Create More Loyal Customers
Oct 2011
Multiple challenges are causing a rapid, profound transition in the way that people do business. Customers can interact with businesses through instant messaging, social media, in-person meetings,...
Provided by Cisco Systems, Inc.
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White Papers
IT Process and Problem/Incident Management
Oct 2005
How does your organization improve incident and problem management for business-critical applications while improving service levels, reducing support costs and lowering incident resolution times?...
Provided by iConclude
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White Papers
12 Secrets to Finding the Right Workforce Management System
Sep 2005
Evaluating workforce management systems? Seemingly small differences in the functionality of different products can have a major impact on the relative success of the contact center operation....
Provided by NICE Systems
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Whitepapers
Genesys SIP - Empowering Enterprise-wide Customer Service
Oct 2012
This white paper provides insights on the key attributes of SIP for customer service; how businesses can prosper with adoption of SIP; and flexible deployment strategies for migrating from TDM to...
Provided by Genesys
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White Papers
Four Great Revenue Strategies for Customer Service
Jan 2005
Your customer service department represents a tremendous untapped source of revenue opportunities for your company. This paper outlines four such revenue strategies: aggressive mining of customer...
Provided by RightNow Technologies
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White Papers
Part One of Two: Skills Based Routing Benefits and Challenges
Jun 2006
Skills-based routing, done right, can help minimize overhead expenses, build an orderly career path for agents and improve customer service. When skills-based routing was a new concept, design...
Provided by NICE Systems
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Whitepapers
The Total Economic Impact™ of VMware ThinApp report (Forrester Research whitepaper)
Sep 2010
In July 2010, VMware commissioned Forrester Consulting to examine the total economic impact and potential return on investment (ROI) enterprises may realize by deploying ThinApp. The purpose of...
Provided by VMware
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White Papers
Legacy Remote Control Tools: Not Built for Today's Helpdesk
Nov 2011
Explore the challenges of supporting a remote workforce with legacy tools such as RDP™, pcAnywhere™, VPNs and VNC™ and identify best practices you can use to choose helpdesk tools that better...
Provided by LogMeIn
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White Papers
Best Practices in the Call Center: A Customer Touch-Point Methodology
Jan 2009
One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed...
Provided by Oracle
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White Papers
Differentiate Your Company with Complete CRM
Jan 2009
This white paper will expand on what Oracle defines as Complete CRM - how businesses can better engage customers and users, manage customer transactions, and analyze results to adapt and take...
Provided by Oracle
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White Papers
Customer-Centric CRM: Fully Optimizing CRM
Sep 2004
Customers, after all, are your most important assets. Discover how to rethink your CRM processes from the outside in, and evolve your current CRM projects around a customer centric strategy. This...
Provided by RightNow Technologies
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White Papers
Six Success Factors for Building a Best-Run Marketing Organization
Apr 2011
Discover how you can use the right software to help your marketing organization support growth and demonstrate value. In doing so, you can learn how to develop customer, brand, and channel...
Provided by SAP
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White Papers
Leveraging the Power of Social CRM
Aug 2009
How can you harness the total power of social media with return-on-investment (ROI) metrics that satisfy your CEO? Download this free white paper and find out how to "Drive Sales Effectiveness...
Provided by Oracle
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Whitepapers
Taking a SIP: What Executives Should Know About IP Transformation in the Contact Center
Oct 2012
The emergence of the SIP (Session Initiation Protocol) open standard is speeding the adoption of IP-based solutions and simultaneously delivering compelling business benefits and opportunities for...
Provided by Genesys
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White Papers
Profitable Strategies for Optimizing Help Desk Operations
Sep 2007
In this free whitepaper, you'll learn how to completely re-think the way your service desk deploys people, processes, and technologies. Discover how to think strategically, rather than...
Provided by SupportSoft
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White Papers
The Issue: Defining Next Generation Contact Center Strategies
Sep 2007
Contact centers are a mission-critical component of any organization's operations regardless of whether they serve customers, business partners or internal employees. Yet stakeholders often remain...
Provided by EquaTerra
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Case Studies
Enterprise 2.0 Case Study: Following Zappos
Jun 2009
Zappos spends about $300,000 a year on utilizing the various tools of digital communications such blogs, microblogs and streaming video as customer interaction channels. That's a good (though not...
Provided by ZDNet
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Webcasts
Delivering a "Wow" Customer Experience
Dec 2009
In today's environment, companies can't just compete on price and product. They must also deliver a great customer experience. Rich Caballero, vice president of product management at Oracle,...
Provided by Oracle
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White Papers
Contact Centers for Dummies
Mar 2007
With the emergence of worldwide competition in the contact center business, it's become increasingly important for contact center professionals to work from a defined methodology. This guide...
Provided by Avaya
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Whitepapers
Developing A True Multi-Channel Contact Center
Nov 2010
The multi-channel service center is coming! Everyone in the service and contact center sector knows it. Customer support organizations have evolved from call centers to contact centers (phone and...
Provided by Citrix Online
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Case Studies
Case study: How Virgin Atlantic increased online sales and service
Oct 2012
Virgin Atlantic offers end-to-end differentiated customer service starting at the point of booking via their website. Offering this high level of service, while dealing with fluctuating levels of...
Provided by LivePerson
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White Papers
Is Your Current HR Service Delivery Model Working?
Sep 2011
This whitepaper examines the HR service delivery challenges facing organizations today, outlines a common approach to delivering world-class HR service, and details the technology necessary to...
Provided by Oracle
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Webcasts
Provide a Better Customer Experience
Dec 2007
A recent survey shows that 13.3% of calls are abandoned before they are answered - an all time-high and a sizable increase from 5% in 2004. Call centers based on unified communications can provide...
Provided by Cisco Systems
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White Papers
Create Enduring Customer Relationships
Jan 2009
In today's environment, customers are spending less yet competition is more intense than ever. Loyalty initiatives must evolve beyond traditional reward programs to become a strategic part of the...
Provided by Oracle
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White Papers
Creating an Effective Training and Development Department
Mar 2010
Knowledge and technologies in nearly every field are increasing exponentially, so how should companies respond? On the one hand, they need employees to stay on top of the information avalanche; on...
Provided by SkillSoft
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White Papers
Top 10 Misconceptions about Problem Management and Incident Resolution
Oct 2005
A fresh look at the current generation of automated problem resolution software reveals that the rules have changed. The cost benefit equation has tipped in favor of a new technology. This white...
Provided by iConclude
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Whitepapers
Forrester Research Report: Thirty-One Best Practices for the Service Desk
Jun 2005
According to a study conducted by Forrester Research, only 53 percent of surveyed IT users reported being satisfied with their help desk support. This startling revelation might lead some to point...
Provided by Citrix Online
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White Papers
Outsourced Service Providers: 5 Ways to Differentiate Your Service Offering
May 2006
This paper contains 5 simple ways to enhance the outsourced service offerings. These suggestions will help to improve service levels and quality for the clients, along with differentiating the...
Provided by eGain Communications
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White Papers
A Guide to Buying Inbound Call Center Technology
Jun 2004
The varieties of choice available make buying Automatic Call Distributors (ACD) and workforce management technology a challenging task. Thinking about key requirements for ACDs and workforce...
Provided by NICE Systems
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Whitepapers
IDC Paper - IBM PowerLinux Servers - Leveraging Virtualization for Operational Efficiency -
May 2013
This paper examines the evolving role of Linux and its extended ecosystem in support of production applications. It also highlights the financial experiences of some customers who had deployed a...
Provided by IBM
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Whitepapers
Get Certified - Avaya Communication Manager
Apr 2013
The Avaya Professional Credential Program is designed to make sure that individuals have the knowledge and skills to successfully sell, design, implement (install), and maintain Avaya products....
Provided by Global Knowledge
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Whitepapers
Customer Intelligence: What's Hiding in Your Calls?
Oct 2009
For years, contact centers have recorded customer calls for the purposes of quality monitoring, regulatory compliance, fraud and legal protection. In most cases, no more than 5-10% of these calls...
Provided by Aditya Birla Minacs
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Whitepapers
Combating risk with predictive intelligence
Apr 2013
Leading companies applying predictive intelligence to proactively mitigate and manage complexity-fraught risks, while bringing value to their bottom line and their brand.
Provided by IBM
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Whitepapers
4-Step Game Plan for Effective Support Teams
Apr 2013
Want to know how to create a better support centre? Just ask your agents. "Your agents have a great deal to tell you about how to create a better support centre." This brief, brought to you by...
Provided by GoToAssist
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Whitepapers
The Future of the Service Desk
Mar 2013
The speed of technical innovation is accelerating with consequences both scary and exciting for IT service desks and customer contact centres. "Today phones have voice recognition, plan the...
Provided by GoToAssist
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Whitepapers
Unifying Avaya Aura Messaging
Feb 2013
Avaya Aura Messaging is the newest messaging product for the Avaya Aura platform. AAM brings flexibility that is beneficial in today's market place with Linux-based servers, system platform...
Provided by Global Knowledge
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Case Studies
Lender Saves Money and Improves Customer Service
Jul 2012
International Personal Finance is a leading international home credit business serving 2.4 million customers and operating under the Provident brand in six markets. Their challenges are to reduce...
Provided by Cisco
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Whitepapers
Implementation of 'ASR4CRM': An Automated Speech-Enabled Customer Care Service System
Nov 2008
The main disadvantage of human presence in the call centers of GSM service providers is poor response time. The preference of IVR services by Nigerian GSM subscribers can be attributed solely to...
Provided by EuroJournals
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Whitepapers
Resting Time Activeness Determines Team Performance in Call Centers
Dec 2012
Improving team performance has long been a great concern of leaders and managers. They try to understand the factors affecting performance and reorganize their team on the basis of their...
Provided by Hitachi, Ltd.
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Whitepapers
More than "Just CRM" : 4 Keys to Optimizing Long-Term Loyalty and Revenue
Jan 2013
Today, implementing a customer relationship management (CRM) application may not be enough to remain competitive. To gain market share and grow revenue, many companies complement a CRM application...
Provided by IBM
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Whitepapers
King Fish Media: How Analytics Bring Organizations Closer to Their Customers
Jan 2013
To succeed today, it's imperative for every business to get to know their customers much better than most have in the past - much better. Find out how IBM Business Analytics solutions can help...
Provided by IBM
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Case Studies
Cloud - BT Case Study
Feb 2012
British Telecommunications is one of the world's leading telecommunications companies. Like any modern corporation, BT depends heavily on its database infrastructure to support critical business...
Provided by Oracle
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Case Studies
Crisis Call Center: Nonprofit Cuts IT Work by $20,000 Annually, Boosts Reliability With Online Software
Nov 2009
Crisis Call Center is a northern Nevada - based crisis-hotline service. For years, the nonprofit ran its entire operation on one aged server that was slow and unreliable, but there were no funds...
Provided by Microsoft
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Whitepapers
Market Focus Report: The Value of Mobile and Social for CRM
Mar 2012
Adding mobile access and social collaboration to CRM delivers significant benefits. In a survey of CRM decision makers, Nucleus found that providing sales people with mobile device access to CRM...
Provided by Salesforce.com Australia
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Whitepapers
Self-Service That Really Serves
Apr 2009
Company/customer interactions have changed dramatically. Customers are looking for a seamless, accurate online experience that recognises their status and worth, regardless of the channel....
Provided by Oracle
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Case Studies
World Wide Technology Designs and Implements Scalable VOIP Telephony Solution for State's Largest University
Jun 2008
The University of Alaska Anchorage (UAA) needed to update its entire telecommunications system as they lacked comprehensive maintenance and support for their aging PBX system. The University of...
Provided by World Wide Packets
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Whitepapers
Own Your Network with Continuous Monitoring
Sep 2012
This white paper produced by the SANS Analyst Program distills continuous monitoring down to its four basic components. It also gives those who want to implement continuous monitoring, but are...
Provided by Tripwire
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Case Studies
Case study: How BT increased online sales conversions
Oct 2012
A review of BT.com highlighted that, while the site was doing well, it could do better -- especially to drive sales online, rather than completing them via call centres. This case study highlights...
Provided by LivePerson
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Case Studies
Case study: Phones4u lifts online sales and value
Oct 2012
In the high-velocity mobile market, new products come to market so fast that the challenge for Phones4u is to react quickly enough to meet customer demand, particularly with high-profile launches...
Provided by LivePerson
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Case Studies
Ted Baker case study: Personalising business for better value
Oct 2012
Significant business expansion has increased the popularity of Ted Baker online and www.tedbaker.com has seen significant growth in visitors. The team at Ted Baker needed to find a way to support...
Provided by LivePerson
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Case Studies
Case study: How Virgin Atlantic increased online sales and service
Oct 2012
Virgin Atlantic offers end-to-end differentiated customer service starting at the point of booking via their website. Offering this high level of service, while dealing with fluctuating levels of...
Provided by LivePerson
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Whitepapers
Intelligent Online Engagement for Customer Services
Oct 2012
Whether they need to check bank balances or manage phone service, people expect to find the information they need upon visiting a business's website. The web is becoming the go-to place for...
Provided by LivePerson
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Whitepapers
Intelligent Online Engagement for Sales
Oct 2012
Forrester Research reports that, within the United States alone, the online channel brought in over $175bn in revenue, and is expected to add roughly $30bn in revenue every year over the next five...
Provided by LivePerson
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Whitepapers
Genesys SIP - Empowering Enterprise-wide Customer Service
Oct 2012
This white paper provides insights on the key attributes of SIP for customer service; how businesses can prosper with adoption of SIP; and flexible deployment strategies for migrating from TDM to...
Provided by Genesys
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Whitepapers
Loss from Legacy: Management challenges of legacy contact center systems
Oct 2012
In an increasingly connected world, customers expect a rich, always-on, multimedia experience. Enterprises with legacy Contact Centers are losing out in the battle for customer loyalty....
Provided by Genesys
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Whitepapers
Taking a SIP: What Executives Should Know About IP Transformation in the Contact Center
Oct 2012
The emergence of the SIP (Session Initiation Protocol) open standard is speeding the adoption of IP-based solutions and simultaneously delivering compelling business benefits and opportunities for...
Provided by Genesys
-
Whitepapers
Taking the Help Desk Further
Sep 2012
Get the Most From Your Help Desk! Organizations that have implemented at least a basic help desk system know how valuable these solutions are. By helping to coordinate user requests and IT's...
Provided by Quest Software, now a part of Dell
-
Whitepapers
Integrating Network Monitoring and the Help Desk for Expedited Problem Resolution
Sep 2012
You Really CAN Speed Help Desk Problem Resolution It's no secret - when an issue hits the help desk, you need to solve it RIGHT NOW. Are you getting to resolution time fast enough? In this Quest...
Provided by Quest Software, now a part of Dell
-
Whitepapers
Solving Agencies' Big Data Challenges: PED for On-the-Fly Decisions
Sep 2012
With the growing volumes of rich sensor data and imagery used today to derive meaningful intelligence, government agencies need to address the challenges posed by these big datasets. NetApp...
Provided by NetApp
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Whitepapers
Geo-Distributed Contact Centers With Microsoft Lync
Sep 2012
In today's world, many businesses have operations in multiple locations around the globe. Whether these are the result of acquisitions, international expansion, offshoring, or other factors, they...
Provided by Clarity Consulting
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Whitepapers
Forrester Report: Empowered Customers Drive Collaborative Business
May 2012
Businesses are under increasing pressure by their customers to adapt. Mobile devices and growing use of the Web have changed customer expectations, with increased access to information and new...
Provided by IBM
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Whitepapers
Call Routing in Contact Center
Aug 2010
Now a day companies uses the contact center to provide service to customer. One of the important challenges of today contact center solution is to align the customer to the most appropriate agent...
Provided by Interscience Open Access Journals
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Whitepapers
Building the Channel Agnostic Customer Service Platform
Jul 2012
Smart phones and technology advancements have revolutionized the way people behave, interact, consume and live. However, organizations have conspired to make it a little too easy to efficiently...
Provided by Genpact
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Whitepapers
Call Centers: A Gateway for Social Engineers to Access Your Company's Most Sensitive Information
May 2012
In its most basic form, social engineering is the act of manipulating someone into doing something they normally would not do. For the authors' purposes, they will consider social engineering the...
Provided by TraceSecurity
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Case Studies
Engine Informática Offers SAP Software as a Service With IBM
May 2012
Brazil, Engine Informática offers outsourcing, call center management, multiplatform business solutions and other professional services. Brazil-based Engine Informática specializes in the...
Provided by IBM
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Whitepapers
Market Focus Report - Mobile and Social CRM Guide
Jan 2011
Adding mobile access and social collaboration to CRM delivers significant benefits. Get the Nucleus Research survey of CRM decision makers, showing the the significant ROI opportunity all...
Provided by Salesforce.com
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Podcasts
Watch: 3 Steps to Make the Case for Social Customer Service
Jun 2012
Justify an investment in your contact center. As the growth of social media explodes, your service department needs to influence customer conversations. It's a challenge to handle questions and...
Provided by Salesforce.com
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Whitepapers
Complimentary Gartner MQ report for CRM Customer Service
Jun 2012
Business requirements for customer-centricity start with consistent customer service across all channels, including social ones. Gartner's 2012 Magic Quadrant for CRM Customer Service Contact...
Provided by Salesforce.com
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Whitepapers
King Fish Media: How Analytics Bring Organizations Closer to Their Customers
May 2012
To succeed today, it's imperative for every business to get to know their customers much better than most have in the past. Find out how IBM Business Analytics solutions can help your company turn...
Provided by IBM
-
Presentations
Improve Customer Satisfaction
Oct 2011
Multiple challenges are causing a rapid, profound transition in the way that people do business. Customers can interact with businesses through instant messaging, social media, in-person meetings,...
Provided by Cisco Systems, Inc.
-
Whitepapers
The Future of the Service Desk
Mar 2013
The speed of technical innovation is accelerating with consequences both scary and exciting for IT service desks and customer contact centres. "Today phones have voice recognition, plan the...
Provided by GoToAssist
-
White Papers
Improve Customer Satisfaction and Create More Loyal Customers
Oct 2011
Multiple challenges are causing a rapid, profound transition in the way that people do business. Customers can interact with businesses through instant messaging, social media, in-person meetings,...
Provided by Cisco Systems, Inc.
-
White Papers
Create Enduring Customer Relationships
Jan 2009
In today's environment, customers are spending less yet competition is more intense than ever. Loyalty initiatives must evolve beyond traditional reward programs to become a strategic part of the...
Provided by Oracle
-
White Papers
Differentiate Your Company with Complete CRM
Jan 2009
This white paper will expand on what Oracle defines as Complete CRM - how businesses can better engage customers and users, manage customer transactions, and analyze results to adapt and take...
Provided by Oracle
-
White Papers
Empowerment as a Growth Strategy
Jan 2009
There is a strong technology element to employee empowerment. All levels of management and customer-facing employees need to be empowered to serve the company on one hand, and the customer on the...
Provided by Oracle
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Case Studies
Epsom and Ewell Boosts Call Center Efficiency and Cuts Costs With Service Innovation
Jan 2008
Epsom and Ewell Borough Council is transforming the quality of service delivery to its 69,400 citizens and businesses, cutting operating costs, and enhancing customer satisfaction by rolling out...
Provided by Oracle
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White Papers
The Collaboration Advantage
Jun 2009
In the global economy, the nature of business relationships is changing rapidly and executives at companies of all sizes realise the need to collaborate and partner more frequently with suppliers,...
Provided by SAP
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Case Studies
Enterprise 2.0 Case Study: Following Zappos
Jun 2009
Zappos spends about $300,000 a year on utilizing the various tools of digital communications such blogs, microblogs and streaming video as customer interaction channels. That's a good (though not...
Provided by ZDNet
-
White Papers
Making the Business Case for HR Investments
Jun 2009
Explore how HR systems can provide strategic benefit to both the HR department and the business overall, for use in building a business case for HR investments. In addition, this paper discusses...
Provided by SAP
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White Papers
HR Analytics Come into their Own
Jun 2009
Read this article from EIU about HR analytics as a critical tool for keeping HR and orgainizational-development executives strategically oriented, and for presenting to business leaders the kind...
Provided by SAP
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Case Studies
City of Virginia Beach Reduces Calls to Contact Center, Delivers Easier Access to Services
Apr 2008
Ten million visitors a year visit VBgov.com, the official website for the City of Virginia Beach. There, they can access online services, information, and forms related to everything from garbage...
Provided by Google
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White Papers
Latin America Contact Center Landscape
Jun 2009
Changing demographics in the United States along with cost considerations and overheating of traditional offshore destinations have forced U.S. corporations to explore Latin America as an...
Provided by neoIT
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Webcasts
The Top 5 Challenges in Processing Customer Orders
Feb 2009
View this on-demand webcast and gain insight into solving key order processing problems that affect customer service: Lack of visibility to track workflow, manage workload and access orders Low...
Provided by Esker
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White Papers
BPO - The India Advantage
Jun 2008
It all started in the early 1990s, when business process outsourcing in India was mainly associated with medical transcription. Those were certainly small beginnings, but still their contribution...
Provided by Telegenisys.com
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Case Studies
Sui Southern Gas Company Realizes Thousands of Dollars in Cost Savings With Automated Billing
Jun 2009
Sui Southern Gas Company (SSGC) wanted to establish the company's position as a public utility with a customer centric approach to business and integrate multiple disparate billing and customer...
Provided by Oracle
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White Papers
Power Monitoring Supervisory, connectivity and protection options that add an umbrella of protection over your entire IT infrastructure
Jul 2009
Monitoring options are now available for organizations of any size. You can remotely monitor and manage a single uninterpretable power system (UPS), an enterprise-wide network of many UPSs and...
Provided by Eaton
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Webcasts
Microsoft Dynamics Webcast: Beyond the Boundaries of Traditional CRM
Mar 2008
Microsoft Dynamics® CRM is one of the fastest growing CRM products in the market. In addition to the functionality you would expect from a world-class CRM solution, Microsoft Dynamics CRM also...
Provided by Microsoft
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Webcasts
Microsoft Dynamics Webcast: Transforming Customer Service into a Strategic Asset
Feb 2008
What is the role of customer service in your organization? Is it considered simply a cost of doing business or does it play a critical role in your organization's business strategy? For years,...
Provided by Microsoft
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White Papers
Auto Repair Services Provider Boosts Efficiency with Easy-to-Use CRM Solution
Jul 2008
Service Repair Solutions provides technology solutions that help automotive technicians increase the efficiency and accuracy of their work. For two years, Service Repair Solutions used NetSuite...
Provided by Microsoft
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White Papers
Raymond James Financial to Provide CRM Solution, Distribute Best-Practices Workflow
Aug 2009
Raymond James Financial employs over 3,000 financial advisors, 75 percent of whom are independent contractors. To attract and keep well-to-do clients, these advisors must apply sophisticated...
Provided by Microsoft
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White Papers
Staffing Service Coordinates Sales Activities, Utilizes Business Intelligence with CRM Solution
Apr 2008
Volt Information Sciences, Inc. provides staffing services, telecommunications, and information solutions to Fortune 100 customers. The company's 5,000 employees used diverse tools to access...
Provided by Microsoft
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White Papers
Cisco Unified CallConnector Server - SBCS
Jul 2008
The objective of this Technical White Paper is to provide Systems Engineers (SE)s and Value Added Resellers (VAR)s a step-by-step configuration guide to deploy the Cisco Unified CallConnector...
Provided by Cisco Systems
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White Papers
IP Contact Center: Realize the Full Business Potential of IP Contact Centers
Feb 2008
The joint solution from Cisco and IBM provides people, processes, and technology needed to maximize the return on investment from IP contact centers. IP contact centers provide compelling benefits...
Provided by Cisco Systems
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White Papers
Intelligent Customer Routing: A New Architectural Approach to Intelligent Customer Service - Moving Beyond "Flatten, Consolidate, Extend" Leveraging SIP and Open Standards
Mar 2008
New technology and changing business drivers are leading organizations to take the next step in open standards architectures. Intelligent Customer Routing facilitates new intelligent customer...
Provided by Avaya
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White Papers
Is Your Self-Service Solution Self Serving?: Address the Impact of Market Pressures Now
Apr 2009
Today's struggling economy has posed challenges to businesses and customers alike. Organizations must operate more efficiently while still retaining and attracting customers. Customers have less...
Provided by Avaya
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White Papers
Virtualizing Contact Centers: The EDS-Avaya Approach - The Inevitability of Data/voice Convergence in Contact Center Environments, and How Companies Today Are Benefiting From It
Oct 2008
All technology evolves over time And in the same way it took a few years to evolve PC storage - from floppy disks to CD-ROMs to thumb drives in a USB port - in the midst of a similar phenomenon...
Provided by Avaya
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White Papers
Innovations in Avaya IQ: Advances in Contact Center Reporting to Help You Solve Problems
Apr 2009
Avaya worked with customers just like to design Avaya IQ, the next-generation contact center reporting platform, so that Avaya IQ provides intelligent solutions for the business problems face...
Provided by Avaya
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White Papers
Avaya Proactive Outreach Solutions: Make the Most of Outbound Customer Contact
Feb 2009
Outbound calls can be a depersonalized experience for customers. The outbound dialer may not be linked to business systems, thus a customer call may not be related to any current event in the...
Provided by Avaya
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White Papers
Best Practices for Home Agents
Feb 2008
A home agent is a contact center agent who works solely from home. The best practices described in this paper do not necessarily apply to every telecommuter, virtual office worker, or home-based...
Provided by Avaya
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White Papers
Turning Facts Into Intelligence With Avaya IQ: How the Avaya IQ Data Model Provides a Platform for Harnessing Information in Your Contact Center
Jun 2008
Avaya IQ is a new way of seeing contact center Conventional reporting is like watching a televised football game with a single camera. Only with many perspectives can one really analyze the game....
Provided by Avaya
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White Papers
Reducing the Cost of Service Delivery to Retail Banking Customers: "Higher Performance at a Substantially Lower Cost"
Feb 2009
This Avaya & IBM Thought Leadership Point of View is designed for retail banking executives with responsibility for customer service, operations, security, business continuity, IT and...
Provided by Avaya
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White Papers
How to Choose the Best CRM Implementation Partner for Your Call Center
Jul 2009
In the era of multi-channel communications, the Service Management and Customer Support features used in Call Centers, along with Sales Force Automation (SFA), are among the most common...
Provided by OSF Global Services
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Webcasts
Microsoft Dynamics CRM - Chill Factore Video Case Study
Jan 2009
Chill Factore is an indoor snow venue in northwest England modeled after Alpine resorts. Chill Factore implemented Microsoft Dynamics® CRM to track all transactions, purchases, customer...
Provided by Microsoft
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White Papers
The Next Wave in Help Desk Optimization
Dec 2008
In recent years, help desks have applied lots of call center technology to the help desk environment. The borrowed technologies have mostly addressed infrastructure problems, such as issue...
Provided by Motorola
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White Papers
Avaya's Approach to Next Generation 911
Jun 2009
This Avaya white paper will highlight how the public safety answering point can be transformed with advanced call center technologies that can achieve interoperability, accommodate the addition of...
Provided by Avaya
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White Papers
Next Generation 9-1-1 for the PSAP: How to Plan for and Choose the Correct NG9-1-1 Enabled System
Jul 2008
There are approximately 7,000 Public Safety Answering Points (PSAP) in North America. By their nature, they are the most critical call centers that exist. However, the fact is that most PSAPs are...
Provided by 911Consult
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White Papers
Proactive Outreach: Keeping Your Customers Happy and Your Costs Low
Feb 2009
This white paper provides an overview of proactive customer service. By implementing new and innovative strategies, business can anticipate customer needs - and automatically deliver targeted,...
Provided by Avaya
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White Papers
Avaya IQ - Building Upon the Strengths of CMS: Avaya IQ Delivers New Reporting and Analytics Capabilities to Give You Intelligence Into Your Contact Center Operations
Apr 2009
Companies who use Avaya contact centers have long depended upon Call Management System (CMS) as an essential tool in managing their centers. This paper describes how a new offering, Avaya IQ,...
Provided by Avaya
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Presentations
Dynamics Collaborative Contact Center Demo
Aug 2009
Optimize communications with Microsoft Dynamics® and the Collaborative Contact Center.
Provided by Microsoft
