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call center - contact
(450 results)-
Webcasts
Live Rally Events: Aligning Execution and Business Strategy
Nov 2011
Rally is hosting a series of must-attend events that bring together visionary authors, industry peers and Agile thought-leaders to discuss how to take Agile to the strategic level. We'll be...
Provided by Rally Software Development
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White Papers
Six Common Mistakes that Plague IT Projects and Three Keys to Avoiding Them
Apr 2011
What do you get when you cross General George S. Patton, Henry Ford, and the world of IT project management? An assertive and effective way of facing and tackling potential risks and problems in...
Provided by AtTask
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White Papers
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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White Papers
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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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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White Papers
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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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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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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White Papers
Monitor services in the cloud: Tips, tricks and tools
Apr 2011
Are you getting the most you can out of your resource utilization? This technical note features two scenarios designed to illustrate the technical process of monitoring cloud services. Learn more...
Provided by IBM
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White Papers
5 Strategies to Deliver World Class Customer Service in Financial Services
Aug 2006
Financial Services providers can significantly improve their competitive position, acquire more new customers, retain their profitable existing customers and manage their costs more effectively by...
Provided by Nortel Networks
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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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White Papers
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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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
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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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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White Papers
Putting Dispatch in the Driver's Seat
Apr 2012
Chances are good that the operations at your Help Desk are a bit chaotic. This is especially true if you have not implemented an effective Dispatch strategy. Given that, the key to Help Desk...
Provided by ConnectWise
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White Papers
Windows Partner Solutions: Seven Tips & Tricks for Windows 7: Volume 1
Feb 2012
Help the Help Desk Help You. Solving problems unique to a machine can be an arduous task for both the end-user and the help desk. This volume includes tips on the Problem Steps Recorder, shuffling...
Provided by Dell & Microsoft
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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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White Papers
Mobile Applications for Human Resources: The Future is Here! (IHRIM Article)
Sep 2011
Is your organization using mobile apps for HR yet? Do you know if you should be, or even could? If you want to run mobile HR apps, do you know the best business process candidates to run mobile?...
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
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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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
Smarter Products: The Building Blocks for a Smarter Planet
Jan 2010
Businesses are delivering a new generation of smarter products that are increasingly instrumented, interconnected and intelligent - enabled through software.
Provided by IBM Corp.
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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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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
The Modern Contact Center and Workforce Management's Vital Role
Jan 2005
Contact center managers are under increasing pressure to deliver a higher level of customer service with a lower operating budget. Workforce management technology specifically addresses this...
Provided by NICE Systems
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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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White Papers
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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White Papers
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
-
White Papers
Putting Dispatch in the Driver's Seat
Apr 2012
Chances are good that the operations at your Help Desk are a bit chaotic. This is especially true if you have not implemented an effective Dispatch strategy. Given that, the key to Help Desk...
Provided by ConnectWise
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White Papers
A Total Cost of Ownership Analysis of SAP's Business Communications Management Solution: Cost Savings Opportunity for SAP Customers
Mar 2012
Businesses with contact centers are confronted by the need to transform those operations and deliver better customer service at lower costs. This transformation is driven by an overriding...
Provided by SAP
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Case Studies
World-Class Optician Offers Great Customer Service
Jan 2012
Specsavers is a Guernsey-based corporation their challenge is to reinforce Specsavers' market leadership, brand values, and competitive differentiation, increase customer loyalty and retention...
Provided by Cisco Systems
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White Papers
Windows Partner Solutions: Seven Tips & Tricks for Windows 7: Volume 1
Feb 2012
Help the Help Desk Help You. Solving problems unique to a machine can be an arduous task for both the end-user and the help desk. This volume includes tips on the Problem Steps Recorder, shuffling...
Provided by Dell & Microsoft
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White Papers
Business intelligence to the rescue: A Forrester study
Feb 2012
Business processes are becoming more integrated and complex, costs are controlled in all areas, and data is growing at an overwhelming rate. To meet these changing conditions, companies of all...
Provided by SAP
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Webcasts
How to Hack a Call Center Telephone System
Jan 2011
How To Hack A Call Center Menu System: Tired of touch-tone hell? In this Webcast, the presenter shows how to find phone numbers, cheat the computer and hack the call center system with the hacking...
Provided by Videojug
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Webcasts
Live Rally Events: Aligning Execution and Business Strategy
Nov 2011
Rally is hosting a series of must-attend events that bring together visionary authors, industry peers and Agile thought-leaders to discuss how to take Agile to the strategic level. We'll be...
Provided by Rally Software Development
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White Papers
Why cloud-based call centres work
Nov 2011
Cloud computing offers a better alternative to traditional contact centres. Your business can reap substantial benefits by moving to a cloud contact centre, including faster deployments, reduction...
Provided by New Voice Media
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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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Case Studies
State Agency Invests in Technology to Manage Increased Calls
May 2010
The Oregon Employment Department (OED) is an active partner in the development of the state's workforce development system. OED has an automated message that is played for every incoming call,...
Provided by Cisco Systems
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White Papers
Customer Service Data Sheet
Jan 2010
Explore how Microsoft Dynamics® CRM business software arms your customer service professionals with a customer service and support solution that combines the power of productivity with ease of...
Provided by Microsoft Dynamics
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Case Studies
Toshiba Helps AppOne Inc. Keep Auto Loans Zooming Along
Jun 2006
AppOne Inc. provides a variety of solutions, including Dealer Management Systems software packages, access to financing options, insurance products and consulting services. Their challenge is to...
Provided by Toshiba
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Case Studies
La Capitol Federal Credit Union Credits Toshiba for Improved Communications
May 2007
La Capitol Federal Credit Union is a member-owned, not-for-profit financial co-operative. For the credit union, serving its members is the top priority, and it relies on Voice over IP (VoIP)...
Provided by Toshiba
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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
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
Koch Industries, Inc.- Managing compliance training through e-learning
Oct 2011
With thousands of employees spread across hundreds of sites, delivering and tracking compliance training is extremely difficult. Koch Industries places huge emphasis on the health and safety of...
Provided by SkillSoft
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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
-
White Papers
Mobile Applications for Human Resources: The Future is Here! (IHRIM Article)
Sep 2011
Is your organization using mobile apps for HR yet? Do you know if you should be, or even could? If you want to run mobile HR apps, do you know the best business process candidates to run mobile?...
Provided by Oracle
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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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White Papers
Caller Bill of Rights: How to Put Your Callers First When Designing a Voice Solution
Aug 2011
Based on Angel's Caller FirstSM approach to design, get insight into 10 of the most pressing issues you need to think about when designing, or redesigning an IVR or Call Center solution with the...
Provided by ANGEL
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Webcasts
Reduce Costs, Win Customer Satisfaction with a Call Center in the Cloud
Aug 2011
Download this on-demand Webinar with Customer Management IQ that will address the benefits of moving from an on-premise IVR to a SaaS model and illustrate how a more agile, flexible and...
Provided by ANGEL
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Webcasts
How Palo Alto Networks Achieved Next-Gen Customer Support by Integrating their IVR and CRM Solution
Aug 2011
Presented by Matthew Stauble, Sr. Director, Global Customer Support at Palo Alto Networks, this Webinar outlines the steps involved in transforming its customer support from a random, manual call...
Provided by ANGEL
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White Papers
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
Host your call centre in the cloud
Aug 2011
You need contacts. Without contacts, you have no customers, but running call centres can be an expensive and time-consuming process. In a traditional view, a contact operation would run on the...
Provided by New Voice Media
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White Papers
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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White Papers
The Social Contract
Jul 2011
Customers, Companies, Communities, Conversations in the Age of the Collaborative Relationship
Provided by SAP
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White Papers
SAP CRM Rapid-Deployment Solution
Jul 2011
Learn how SAP brings together software and services in a new offering that gives you essential functionality for customer relationship management quickly and affordably, reduces risk, and puts you...
Provided by SAP
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e-Books
The Customer Experience Edge
Jul 2011
Read how across industries, companies are investing in technology and techniques for mapping high-quality and profitable customer experiences: identifying and creating innovative ways to close...
Provided by SAP
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White Papers
How To Achieve a Great and Profitable Customer Experience
Jul 2011
Read this first of four reports based on a global survey of executives on customer experience management, as well as interviews of SAP customers and industry influencers and analysts. (Bloomberg...
Provided by SAP
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White Papers
Trends in HR Shared Service Delivery: Service Quality is Gaining Importance on the Agendas of Shared Service Decision-Makers
Jul 2011
Explore the role of technology in HR service delivery - and what shared-services owners should consider when choosing their HR shared service delivery platform. (Workforce Solutions, 2011)
Provided by SAP
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White Papers
Insight: The Critical Path to Competitive Differentiation for Growing Companies
Jul 2011
Insight is the power to see into most any given situation. As such, insight requires a combination of experience and analytics that enable better decision making. Insight helps small and medium...
Provided by SAP
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Whitepapers - Video
Tivoli Live Monitoring Services - Improving Service Delivery with Fast Return on Investment Expert Video
Jul 2011
IBM® Tivoli® Live monitoring service is a unique software as a service (SaaS) solution offering a monthly subscription service delivered by IBM Global Technology Services. The solution...
Provided by IBM
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White Papers
Optimize a Lead Nurturing Campaign: 5 Steps to Boost Conversation and Warm a Cold List
Jan 2011
Like any relationship, leads need nurturing. But what if your prospect list has grown cold? Is it too late to revive it? This MarketingSherpa white paper explores how to optimize your lead...
Provided by Citrix Online
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Case Studies
West Interactive Reconnects With Customers
Sep 2010
West Interactive Corporation gathers and analyzes data from multiple channels, including Interactive Voice Response (IVR) systems, call center agents and survey results. The company wants to...
Provided by IBM
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Case Studies
Improving Global Call Center Operations Through IT Transformation
Feb 2011
Based in Cinisello Balsamo, Italy, Call & Call Holding is the parent company of a network of call and contact centers distributed throughout Italy. With around 2800 operators and 1600...
Provided by IBM
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Case Studies
Sogecable Improved Its Call Center's Performance Thanks to IBM SPSS Software
Mar 2011
Sogecable is a frequent user of IBM SPSS software, as several of the company's departments use it for different applications, from analyzing audiences and market studies to creating data mining...
Provided by IBM
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Case Studies
Telenet Transforms Its Customer Care Call Center Into a Sales Outlet
Sep 2010
Telenet is the largest provider of broadband cable services in Belgium. In addition to answering customers' questions correctly, the company wanted to allow its call center operatives to make...
Provided by IBM
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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
-
White Papers
Six Common Mistakes that Plague IT Projects and Three Keys to Avoiding Them
Apr 2011
What do you get when you cross General George S. Patton, Henry Ford, and the world of IT project management? An assertive and effective way of facing and tackling potential risks and problems in...
Provided by AtTask
-
White Papers
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
-
White Papers
Optimize a Lead Nurturing Campaign: 5 Steps to Boost Conversation and Warm a Cold List
Jan 2011
Like any relationship, leads need nurturing. But what if your prospect list has grown cold? Is it too late to revive it? This MarketingSherpa white paper explores how to optimize your lead...
Provided by Citrix Online
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White Papers
How To Achieve a Great and Profitable Customer Experience
Jul 2011
Read this first of four reports based on a global survey of executives on customer experience management, as well as interviews of SAP customers and industry influencers and analysts. (Bloomberg...
Provided by SAP
-
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.
-
Webcasts
Live Rally Events: Aligning Execution and Business Strategy
Nov 2011
Rally is hosting a series of must-attend events that bring together visionary authors, industry peers and Agile thought-leaders to discuss how to take Agile to the strategic level. We'll be...
Provided by Rally Software Development
-
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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Downloads
Social CRM: The Real Way to Serve Customers
Jul 2009
Download this eBook to understand why more and more organisations are turning to Customer Relationship Management (CRM) solutions to drive revenue growth, productivity and customer satisfaction...
Provided by Oracle
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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
