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call center - contact
(430 results)-
Webcasts
Precision Monitoring - A New Trend in Quality Management
Jul 2006
In today's competitive marketplace, contact center managers constantly struggle to track, understand & manage performance. Although an automated monitoring program goes a long way to improve...
Provided by NICE Systems
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Whitepapers
Avaya Aura Contact Center Scripting Demystified
May 2011
It is time to de-mystify the procedure of crafting Call Processing instructions and make it a skill that you can comfortably use. This white paper introduces an identifiable pattern that virtually...
Provided by Global Knowledge
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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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Resource Center
Security Bloopers: Five Common Mistakes
Jan 2009
Wondering if you've adequately protected your network can cause sleepless nights. In the rush of your workday, what could you have missed? Sleep better by avoiding the common mistakes listed on...
Provided by Cisco Systems
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Case Studies
Sabre Holdings Increases Customer Insight and Service Efficiency in Its Sabre Travel Network Business Unit
Aug 2009
Sabre Holdings wanted to create a single repository of accurate and up-to-date customer information to improve sales and customer service and consolidate previously disparate Customer Relationship...
Provided by Oracle
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White Papers
Call Center Trends: A Glimpse at Developing Issues, Technologies and Trends
Feb 2010
Call centers an industry term that includes outbound telemarketing, inbound customer service, and other sales related, face-to-the-customer operations have remained the fastest-growing segment of...
Provided by Haworth
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White Papers
Creating a Training Strategy and Evaluating Effectiveness
Jan 2009
The following are essential elements of an effective training strategy: Alignment with organizational and call center objectives: Training initiatives must be tied to overall organizational and...
Provided by UBM Medica
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Whitepapers
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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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: 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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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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Resource Center
Remote Support has never been so easy! Try WebEx free today!
Jan 2008
With WebEx Remote Support, it's easy to stay in control--working right from your desk to minimize technology-driven downtime while maximizing help desk productivity. You have the power to launch...
Provided by WebEx Communications
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White Papers
Improving Customer Support and Help Desk Efficiencies with On-Demand Remote Support
Nov 2006
When today's businesses run 24/7 on fewer IT dollars, the relentless job of supporting employees, suppliers, business partners, and customers is an organizational necessity and one of the biggest...
Provided by NTRglobal
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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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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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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
King Fish Media: Â How Analytics Bring Organizations Closer to Their Customers
Apr 2012
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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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
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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Whitepapers
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
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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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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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
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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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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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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
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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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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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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Whitepapers
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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Whitepapers
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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Whitepapers
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
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White Papers
An Empirical Analysis on the Operational Efficiency of CRM Call Centers in Korea
Dec 2007
As CRM has come into the spotlight, call center, which is at the cutting edge of CRM strategy, is newly spotlighted as an important communication channel of relationship between company and...
Provided by Pusan National University
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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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Whitepapers
Avaya Aura Contact Center Scripting Demystified
May 2011
It is time to de-mystify the procedure of crafting Call Processing instructions and make it a skill that you can comfortably use. This white paper introduces an identifiable pattern that virtually...
Provided by Global Knowledge
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Webcasts
Dynamics CRM Online High Five Sportswear Webcast
Aug 2008
For many sports organizations, a CRM system acts much like the lifeblood of the company, feeding insightful information about both customers and players to management and coaches in order to...
Provided by Microsoft
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Case Studies
Business Success - Microsoft Dynamics CRM Online Customer Showcase
Dec 2008
Read the following stories to see how businesses have achieved consistent and measureable improvement in their everyday business processes in marketing, sales and customer service through the...
Provided by Microsoft
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White Papers
When Green Equals Green: Best Practices for Communications Provider Billing in an Environmentally-Conscious, Multi-channel World
Aug 2009
With an increased focus on environmental stewardship, it's not surprising that many communications firms are looking for ways to promote "green" activities within their companies - including...
Provided by Pitney Bowes
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Case Studies
TORO National Support Network
Aug 2009
TORO's contact center handles an average of 300 calls per day and it needed a cost-effective solution that would improve its operations. Download this case study to see how they partnered with...
Provided by NEC
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Case Studies
Insurance Brokerage Saves $3 Million, Boosts Competitiveness With Unified Communications
Jul 2009
Extend Health was experiencing 100 percent annual growth and bumping against the scalability limits of its Cisco-based call center. To eliminate those limits, the company turned to a custom...
Provided by Microsoft
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White Papers
Best Practices for Monitoring Cisco Unified Contact Center Enterprise With Cisco Unified Operations Manager
Jul 2009
This paper highlights suggested best practices for field personnel and customers. It will help enables one to effectively use Cisco Unified Operations Manager to monitor Cisco Unified Contact...
Provided by Cisco Systems
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Case Studies
Asus's Unified Communication Deployment Results in Increased Productivity and Improved Customer Service
May 2009
ASUSteK Computer Inc (ASUS) is one of the world's largest computer and IT suppliers and has more than 100,000 global staff. The challenge was to improve workforce productivity, increase customer...
Provided by Nortel Networks
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Case Studies
World-Leading IPC Service Provider Boosts Productivity and Improves Customer Service With Enhanced Network
Jan 2009
Since 1983, Advantech, the world-leading IPC service provider, has always been an innovator in the development and manufacturing of high-quality, high-performance solutions and services in the...
Provided by Nortel Networks
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Webcasts
Internet Lead Capture: CRM Product Demo
Sep 2009
This demo discusses how to best use the integrated web-to-lead capabilities of Microsoft Dynamics CRM.
Provided by Microsoft
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Webcasts
New Frontiers for CRM Data
Sep 2009
For many hospitality organizations, a Customer Relationship Management (CRM) tool is a straightforward way of collecting and storing data about guests. But did you know that you can leverage CRM...
Provided by Microsoft
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Case Studies
Sabre Holdings Increases Customer Insight and Service Efficiency in Its Sabre Travel Network Business Unit
Aug 2009
Sabre Holdings wanted to create a single repository of accurate and up-to-date customer information to improve sales and customer service and consolidate previously disparate Customer Relationship...
Provided by Oracle
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White Papers
Bringing Multi-Channel Into the Contact Center: The Role of the Multi Channel in the Dynamic Enterprise
Jan 2009
This white paper examines the key issues affecting contact centres as they embark on their multichannel journey. It looks at how contact centres can break out of the voice 'Silo' and start to...
Provided by Alcatel-Lucent
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White Papers
Voorhees College
Jan 2009
Voorhees College was paying a high price and receiving minimal value before it replaced its traditional telephone system and Centrex system with UNIVERGE Sphericall IP solution from NEC Sphere...
Provided by NEC
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White Papers
Security in the Call Center: Verifying Customer Identities Without the Inconvenience
Sep 2009
Off late many organizations looking to reduce costs, increase efficiency, and provide more self-service options for their customers have driven sales and service to the online channel. While the...
Provided by RSA Security
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White Papers
Final Chance to Learn how Business Leaders are making IT work for them
Oct 2009
The importance of effective decision making and aligning business strategy with your daily activities is essential in times of economic crisis, but also during periods of sustained growth and...
Provided by SAP
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Webcasts
Unified Communications
Oct 2009
Waiting for information via email is no longer acceptable. Today's communication channels must deliver immediate presence and interaction. Successful companies know this and are responding by...
Provided by Plantronics
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Whitepapers
It's Time To Review � And Renew � Your Telecommuting Policy
Apr 2009
There's no "one size fits all" when it comes to telecommuting. This new Forrester white paper explores how implementing best practices to create a telecommuting program and standardized policy...
Provided by Citrix Online
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Case Studies
New Contact Center Improves Service Boosts Efficiencies and Reduces Costs
Sep 2008
FranklinCovey is widely regarded as the global leader in productivity tools and effectiveness training - from its Franklin Planner personal organizer to training classes based on its 7 Habits of...
Provided by Hewlett-Packard (HP)
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White Papers
Wireless Devices in Call Centers - Data Theft and Standards/Legal Compliance Risks
Apr 2009
This paper identifies the potential standards and legal violations, as well as the security challenges, of companies that fail to provide surveillance of cellular phones and 802.11 wireless...
Provided by AirPatrol
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White Papers
Contact Centres: Optimum service at optimum cost
Nov 2009
Getting the balance right between meeting the inbound call expectations of busy customers and optimising telecoms costs is the goal for many ICT managers. Technology now enables far more powerful...
Provided by ntl:Telewest Business
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Whitepapers
Challenging the economic downturn
Nov 2009
HOW CAN BUSINESSES MAXIMISE CUSTOMER RELATIONSHIP MANAGEMENT (CRM) TO CONTAIN COSTS AND IMPROVE SERVICES? This Vodafone white paper looks at how careful investment in CRM can underpin a strategy...
Provided by Vodafone
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Case Studies
BlueCross BlueShield of North Carolina Improves Service to Members and Applicants
Nov 2009
Blue Cross Blue Shield of North Carolina (BCBSNC) wanted to enable individual customers to get a rate quote and purchase insurance online, 24 hours a day and increase efficiency and enable faster...
Provided by Oracle
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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
Click? Send? Service?: How Contact Centers Are Opening Virtual Doors by Implementing Email Communications
Jul 2008
Most business professionals would rather listen to the sounds of a big deal closing than the seconds ticking by while on-hold music plays in the background. With time being a precious commodity in...
Provided by Nortel Networks
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Webcasts
How Enterprise Mobility is Transforming the IT Service Desk
Jan 2009
The complexities brought on by mobile workers can actually present an opportunity for the IT service desk to become a more strategic part of the business. By implementing a remote support solution...
Provided by LogMeIn, Inc
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White Papers
Presence: Empowering Customer Care
Apr 2009
This white paper, intended for business decision makers, describes how organizations and businesses can harness the power of presence to improve their customer care. Scenarios like these are...
Provided by Cisco Systems
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Whitepapers
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
CRM as an enabler to building a customer-centric enterprise
Jan 2010
Discover the process support issues to watch out for when creating customer-centric enterprise strategies. Examine the consequences of IT and CRM purchase decisions and learn how to adapt your CRM...
Provided by SAP
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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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Webcasts
Knowledge Unleashed: Using Customer Intelligence to Move the Needle
Jan 2010
Learn about the benefits of employing enterprise policy management in your organization. Gain strategic insight on how to advance to the next level of service by leveraging customer intelligence...
Provided by Convergys
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White Papers
Composite Contact Center Solutions
Jun 2008
Faced with the daunting challenge of improving customer service quality while reducing costs, many companies are increasingly turning to new technology solutions to streamline call center...
Provided by Micro Focus
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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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Case Studies
Prometric Delivers World?Class Customer Service With Avaya Voice Portal and Other Avaya Contact Center Applications
Jun 2009
Prometric's latest challenge was to reduce the cost of maintenance and programming for the IVR system (Genesys Voice Portal was their existing model) and to improve the reporting capabilities. In...
Provided by Avaya
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Case Studies
City of Newark Improves Citizen Services With Avaya IP Communications Technologies
Mar 2009
The Mayor and City Council wanted to establish a consolidated call center to provide constituents with one telephone number for quick, reliable access to these non-emergency city services. Many of...
Provided by Avaya
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Case Studies
The Biggest Private Insurance Company in Serbia Ramps Up Performance With Contact Center
Jan 2009
Delta Generali Osiguranje was looking for a telecommunications solution which ensured cost-efficient and user-friendly customer service. Delta also wanted to learn more about client needs so they...
Provided by Avaya
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Case Studies
Vail Resorts Is Expanding Its Personalized Customer Service Capabilities Through Multi-Channel Communications Enabled by Avaya Interaction Center
Mar 2009
Vail Resorts takes an extremely proactive approach to establishing a state-of-the-art contact center and online reservations service, to meet the expectations of their customers and provide the...
Provided by Avaya
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White Papers
7 Habits of Highly Effective Contact Centers and Help Desks
Nov 2005
More than a decade ago, Stephen Covey wrote about seven key habits that can help people elevate their personal and professional effectiveness in a ground-breaking book. These habits are equally...
Provided by eGain Communications
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White Papers
Chat and Cobrowse on the Web: Wow and Win Online Customers with Realtime Service and Support
Nov 2005
With more and more customer interactions moving online, it is hardly surprising that some businesses are no longer content with using the web for self-service alone. These companies, early...
Provided by eGain Communications
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White Papers
Call Recording: The Ultimate Tool for Improving Contact Center Performance
Jan 2010
Maintaining a solid relationship with your customers and ensuring their continued satisfaction will ultimately result in customer loyalty. Poor service and frustrating customer support will...
Provided by Callfinity
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Case Studies
Bank Takes Customer and Employee Support to the Next Level
Sep 2009
La Caixa is the premier savings bank in Spain and the third largest banking institution in Spain. La Caixa wanted to expand its banking business into new markets. The bank needed a technology...
Provided by Hewlett-Packard (HP)
