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call center - contact
(430 results)-
White Papers
Discover Why Contact Center Quality Doesn't Measure Up - And What You Can Do About It
May 2009
This whitepaper discusses how one can increase customer satisfaction - and the center's strategic value - by fine-tuning quality monitoring processes. It looks at how internally focused measures...
Provided by United Business Media
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White Papers
How To Boost Your Bottom Line in Today's Business Climate
Oct 2009
In conjunction with Google Enterprise Search, the Google Search Appliance (GSA) can dramatically reduce your organization's total cost of ownership (TCO). By providing search solutions that are...
Provided by Google
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White Papers
The State Of Customer Experience, 2010
Feb 2010
Forrester surveyed 141 executives from large North American firms to find out about their customer experience endeavors. Results show 90% of respondents feel that customer experience is very...
Provided by Adobe Systems
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White Papers
Estimate The ROI Of A Better Online Customer Experience In Six Steps
Aug 2009
Proving the business value of a better online experience is a top priority for Web customer experience leaders. To help, we've identified a six-step process that lets even financial novices model...
Provided by Adobe Systems
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White Papers
Read this Forrester Paper to Learn About Customer Service Experiences, 2010
Jan 2010
Forrester asked more than 4,600 US consumers about their customer service experiences with companies across 14 industries. Barnes & Noble and Kohl's received the highest rating, while Charter...
Provided by Adobe Systems
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White Papers
Rating Customer Service Experiences, 2010: Consumers Evaluate Customer Service At 92 Companies
Jan 2010
Forrester asked more than 4,600 US consumers about their customer service experiences with companies across 14 industries. Barnes & Noble and Kohl's received the highest rating, while Charter...
Provided by Adobe Systems
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White Papers
Cisco TelePresence Intercompany Collaboration Solutions
Sep 2010
For many years, companies have sought better ways to involve customers, partners, and suppliers in their collaborative interactions without the burdensome requirements of scaling those...
Provided by TANDBERG, now part of Cisco
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Webcasts
TiVo Reduces Call Center Costs
Sep 2010
Implementing the Google Search Appliance not only reduced the amount of time TiVo's Customer Support Agents spent searching for content, it also reduced time spent on the phone with customers,...
Provided by Google
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Webcasts
Bring Fast, Relevant Search To Your Organization
Apr 2010
Google Search Appliance makes searching your company's information as easy as searching Google.com itself. Indexing more than 220 different file types (HTML, PDF, DOC, XLS, etc.), GSA provides...
Provided by Google
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White Papers
SOA, Web Services and Enterprise 2.0 in the Contact Center
Oct 2009
All of ones life in an age where the customer is king and minor blips in customer service can instantly become the fodder of social networking and video sharing Internet sites. Companies are...
Provided by Nortel Networks
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Case Studies
Happy Disabled Call Center by the Foundation for Disabled People
Jun 2008
Foundation for Disabled People (Fiziksel Engelliler Vakfi[FEV]) was established in 1995 to create and implement social projects that "Produce Realistic, Sustainable, and Tangible Solutions for...
Provided by Microsoft
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Webcasts
Human Capital Institute Webcast: Putting the User First - How Technology is Changing the Way Talent Does Business
Jul 2010
Changes in technology today are having a dramatic impact on business processes, as technology becomes more transparent and user-focused, and our processes and projects become easier to execute....
Provided by Oracle
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White Papers
The Role of HR in Uncertain Times (Economist Intelligence Unit Report)
Aug 2009
The current business environment is demanding a great deal of workers around the globe. The practice of doing "more with less" has become the modus operandi in most businesses and business areas,...
Provided by Oracle
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Whitepapers
Workshifting Benefits: The Bottom Line
Oct 2010
This new white paper from the Telework Research Network provides a quantitative synthesis of the potential benefits that regular telecommuting can offer companies, employees and communities.
Provided by Citrix Online
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Case Studies
Credit Union Stays Competitive With Better, Faster CRM Solution for Member Service
Oct 2010
Desert Schools Federal Credit Union is one of the largest credit unions in the United States. To maintain that position, it must continue to provide member service that delivers competitive...
Provided by Microsoft
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White Papers
Republic Bank
Oct 2010
This case study shows how desktop virtualization transformed the tax service call center at Republic Bank and why VMware View 4 helped to slash costs and improve productivity. Republic Bank wanted...
Provided by VMware
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White Papers
Delivering Efficient After-Sales Service in IM&C Companies
Oct 2010
Discover how software from SAP and our partners can help your IM&C company to maximize profitability and revenue, improve customer service, and reduce costs. Learn how to streamline and align all...
Provided by SAP
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White Papers
Transforming the Contact Center for a New Era of Customer Experience Management
Jun 2010
Enterprise customer service operations are going through a transition in response to changing demographics and new technologies for communication and interaction. Companies can benefit from this...
Provided by Avaya
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White Papers
Benchmarking in the Contact Center: Tips for Managing What You Measure
Sep 2010
Contact centers are not the only areas of the enterprise having to do more with less. However, there are few other areas where the results of this challenge can have a greater impact on customer...
Provided by Avaya
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White Papers
Business Value Reporting and Analytics
Jun 2009
Customer service is a key differentiator in any competitive business climate. To make the most of every customer interaction, businesses must have a firm understanding of their customer's service...
Provided by Avaya
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White Papers
Connect and Empower Mobile Salespeople
Mar 2009
Welcome to CRM in the era of mobility. This evolution stands finally to extend the value of CRM from the management suite down to the field salespeople to whom it was previously an annoyance....
Provided by Oracle
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White Papers
The Modern Call Center: A Multi-Disciplinary Perspective on Operations Management Research
Oct 2007
Call centers are an increasingly important part of today's business world, employing millions of agents across the globe and serving as a primary customer-facing channel for firms in many...
Provided by Production and Operations Management Society
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White Papers
Impact of Customer Web Portals on Call Center: An Empirical Analysis
Oct 2010
Firms are investing millions to deploy web based self-services at their call centers primarily to reduce operating costs. The rationale is that the firm's cost of interacting with its customers...
Provided by Carnegie Mellon University
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White Papers
How Call Center Location Impacts Expectations of Service From Reputable Versus Lesser Known Firms
Dec 2007
Businesses are increasingly turning to call service centers located abroad to provide customer support. Although the country-of-origin literature as well as other reports may lead one to believe...
Provided by New York University
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White Papers
Cross-Selling in a Call Center With a Heterogeneous Customer Population
Sep 2007
Cross-selling is becoming an increasingly prevalent practice in call centers, due, in part, to its unique capability to allow firms to dynamically segment their callers and customize their product...
Provided by Columbia Business School
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White Papers
Time-Varying Call Center Design Via Lagrangian Mechanics
Mar 2008
This paper considers a multi-server delay queue with finite additional waiting spaces and time-varying arrival rates, where the customers waiting in the buffer may abandon. These are features that...
Provided by Duke University
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White Papers
Offshore Call Centers and the Role of National Identity Management on Customer Trust
Feb 2009
Offshore call centers are regarded as an important strategic decision for organizations to save the cost. Despite wide spread use of the practice, many organizations seem to be reluctant to openly...
Provided by University of Hawaii
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White Papers
Knowledge Management in Call Centers: How Routing Rules Influence Expertise and Service Quality
Jan 2010
In a call center, customers are assigned to service agents by routing policies that seek to balance several objectives. Usually, these policies follow myopic rules in order to minimize the waiting...
Provided by University of California, Santa Cruz
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White Papers
Routing to Manage Resolution and Waiting Time in Call Centers With Heterogeneous Servers
Aug 2009
In many call centers, agents are trained to handle all arriving calls but exhibit very different performance for the same call type, where performance is defined by the Average call Handling Time...
Provided by University of California
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White Papers
Call Center Service Recovery: Proactive and Comprehensive Compensation
Jan 2008
This paper examines whether the level of customer satisfaction is impacted by the call center representative being proactive or reactive in compensating the customer, and the degree to which the...
Provided by Florida Institute of Technology
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White Papers
The Impact of Simulation Training on Call Center Agent Performance: A Field-Based Investigation
Feb 2008
The most prevalent form of training call center agents is via classroom instruction coupled with roleplays. Role-play training has a theoretical base in behavior modeling that entails observation,...
Provided by INFORMS
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White Papers
The Impact of Offshored and Outsourced Call Service Centers on Customer Appraisals
Oct 2007
Firms are increasingly relying upon offshored and/or outsourced call centers to provide post-sales assistance to their customers. Although the motivation to engage in these practices is efficiency...
Provided by Springer Science+Business Media
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White Papers
New Project Staffing for Outsourced Call Centers With Global Service Level Agreements
Oct 2007
This paper considers the issue of new project staffing in an outsourced call center required to meet a monthly Service Level Agreement. This paper present empirical analysis generated during a...
Provided by Pennsylvania State University
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White Papers
Optimal Cross Training in Call Centers With Uncertain Arrivals and Global Service Level Agreements
Aug 2007
This paper consider agent cross-training in project oriented call centers where arrival rates are uncertain and the call center is subject to a global service level constraint. This paper is...
Provided by Pennsylvania State University
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White Papers
From the Call Center to the Executive Suite : The Value of Customer Operations Performance Management
Jan 2008
The need for greater operational control over the enterprise is a trend that is gathering momentum across a wide range of industries. At stake is the requirement for lower costs, greater...
Provided by EAC
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Podcasts
Customer Service With Microsoft Dynamics CRM and the Customer Care Framework
May 2009
Making the most out of every customer interaction within contact centers is critical to help the organization weather the current economic storm. One way to deliver a great customer experience is...
Provided by Microsoft
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White Papers
The Interactive Marketing eBook: It's all about the Journey
Nov 2010
Download "The Interactive Marketing eBook: It's all about the Journey" now! Explore the Interactive Marketing essentials of cross channel marketing, sophisticated email marketing, proven website...
Provided by Unica
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White Papers
Virtualization in the Contact Center
Dec 2010
IT staffs have rapidly adopted server and desktop virtualization to reduce operating and infrastructure costs, improve agility and flexibility, and better support disaster recovery. They seek to...
Provided by Nemertes Research
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White Papers
Call Center Simulation Modeling: Methods, Challenges, and Opportunities
Oct 2003
Using stochastic models to plan call center operations, schedule call center staff efficiently, and analyze projected performance is not a new phenomenon, dating back to Erlang's work in the early...
Provided by San Francisco State University
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Webcasts
Leveraging Next Generation Knowledge Management (KM) for Call Centers
Jul 2006
Contact Centers have benefited greatly through the use of self-service and KM solutions. But, the call center landscape continues to change as customers demand more control and better service...
Provided by OutStart
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Whitepapers
Leveraging the Web Collaboration Capabilities within Remote Support
Nov 2009
This new TSIA white paper provides an overview of Web collaboration, explores how companies are utilizing its capabilities within technical support and details its business value.
Provided by Citrix Online
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Whitepapers
The Next Frontier for Support Centers
Mar 2010
This smith+co white paper explores the importance of the customer experience and the role of technology in creating, nurturing and strengthening customer relationships with every single interaction.
Provided by Citrix Online
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White Papers
Countdown to Satisfaction: Practical Guidance to Hosted VoIP
Apr 2010
Companies are adopting Voice over IP (VoIP) communications, with hosted solutions becoming increasingly popular. What are the cost savings of VoIP over traditional telephony when it's enhanced...
Provided by Megapath
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White Papers
Improving the Contact Center Customer Experience: Supporting Data-Driven, Real-Time Customer Decisions
Feb 2010
Competing to attract new customers and retain existing ones in today's fast-paced, highly competitive markets requires many things; one of the most critical is ensuring that every customer...
Provided by Ventana Research
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Case Studies
Avaya Case Study: Rocket Telecoms
Mar 2009
Rocket Ansa-Call was looking to implement a scalable, easily configured, leading edge contact centre. Rocket Ansa-Call initially chose an Avaya IP Office IP406 with Avaya Compact Contact Center...
Provided by Avaya
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Case Studies
Results Group Automates Their Quality Monitoring With a Contact Center Solution From Avaya and CSI
Sep 2008
Following a rapid growth in business, Results Group expanded their operation by opening 23 new contact centers across North America and Europe. In order to meet the new demand for client contacts...
Provided by Avaya
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Case Studies
OneCall Deploys Oracle E-Business Suite Release 12 for Increased Business Efficiencies
Mar 2010
OneCall.com wanted to provide high level of customer service to remain competitive in the crowded electronics retail space and replace multiple disconnected business systems with an integrated...
Provided by Oracle
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Case Studies
Anjaybee Infotech Harnesses Avaya Global Connect's Intelligent Communication Solutions to Create Dual Revenue Streams
May 2008
Anjaybee Industries wanted to create a dual function for its communications infrastructure without spending on additional hardware and software. The new infrastructure should be able to function...
Provided by Avaya
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Case Studies
Raiffeisen Bank Keeps Ahead of Competitors in Serbia With Advanced Contact Center Solutions
Jan 2009
The rapidly expanding Raiffeisen Banka a.d., one of the leading banks in Serbia, ramped up the functionality of its contact center becoming the only bank in Serbia to offer telephone banking....
Provided by Avaya
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Case Studies
NSW Office of Fair Trading Boosts Customer Service With Avaya IP Telephony
Apr 2009
The NSW Office of Fair Trading (OFT) faced the challenge of delivering exceptional customer service while operating as a lean and well-oiled enterprise. In the past, OFT utilised different...
Provided by Avaya
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Case Studies
Visiting Nurse Service of New York Relies on Avaya IP Telephony to Support Health Care for Over 100,000 Patients Yearly
Aug 2009
New York, New York - Visiting Nurse Service of New York (VNSNY) is the largest not-for-profit home health care agency in the United States. The organization has relied on Avaya IP...
Provided by Avaya
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Case Studies
Too Good to Be True?: No, Ventelo's Avaya Interaction Centre Pays for Itself in 8 Months
Feb 2009
Norwegian telecommunications service provider Ventelo has been through a period of exponential growth over the past eight years. It was operating via a diversity of systems with little or no...
Provided by Avaya
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Case Studies
Biggest Contact Center in the Balkans Empowers Telekom Serbia
Jan 2009
Via installing the biggest contact center in the Balkans, Telekom Serbia succeeded in interconnecting all departments and channelling the freshest information about its services through to nearly...
Provided by Avaya
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Case Studies
Pro BTP: Lower Costs and Increased Sales With a Comprehensive Call Center Solution
Jan 2009
PRO BTP, the primary professional retirement institution in France for builders and public works employees, has seen member call traffic increase from year to year and is expected to continue to...
Provided by IBM
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White Papers
Five Tips for Energizing your Sales Organization
Mar 2010
Oracle Accelerate is Oracle’s approach to providing business software solutions to midsize organizations. The program started as a way to quickly implement industry-specific, on-premise ERP...
Provided by Oracle
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White Papers
Training Vs. Hiring: Developing Your Staff When Hiring Is Not an Option
Mar 2010
In today's down economy, employee retention and development may be the last thing on your company leaders' minds. Fearful of the future, they feel reluctant to add more staff even if they have the...
Provided by SkillSoft
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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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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)
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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
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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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
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
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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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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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
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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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
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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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
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
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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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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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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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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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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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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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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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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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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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
The Interactive Marketing eBook: It's all about the Journey
Nov 2010
Download "The Interactive Marketing eBook: It's all about the Journey" now! Explore the Interactive Marketing essentials of cross channel marketing, sophisticated email marketing, proven website...
Provided by Unica
-
White Papers
Virtualization in the Contact Center
Dec 2010
IT staffs have rapidly adopted server and desktop virtualization to reduce operating and infrastructure costs, improve agility and flexibility, and better support disaster recovery. They seek to...
Provided by Nemertes Research
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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
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
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
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
Call Center Simulation Modeling: Methods, Challenges, and Opportunities
Oct 2003
Using stochastic models to plan call center operations, schedule call center staff efficiently, and analyze projected performance is not a new phenomenon, dating back to Erlang's work in the early...
Provided by San Francisco State University
-
Webcasts
Leveraging Next Generation Knowledge Management (KM) for Call Centers
Jul 2006
Contact Centers have benefited greatly through the use of self-service and KM solutions. But, the call center landscape continues to change as customers demand more control and better service...
Provided by OutStart
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Webcasts
Top Ten Errors Contact Center Trainers Make...And How to Avoid Them in Your Center
Jul 2006
Proper training is the key to call center agent success. Sending employees out onto the call floor without proper training is like having them learn to ride a bike by reading about it - it just...
Provided by Mercom Systems
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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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White Papers
Is Your CRM Solution Keeping Up with the Times?
Jan 2011
Many companies have significant existing investments in on-premises CRM software. Unfortunately, the robust CRM applications of just a few years ago lack the key capabilities businesses now need...
Provided by Oracle
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White Papers
A Performance Analysis of Call Centers Based on a Multi-Server Queue With Retrials, Feedbacks, and Impatience
Aug 2007
The authors consider a finite buffer queueing model with several key features of call centers, such as retrials, feedbacks, and impatience. In addition, because they do not completely understand...
Provided by Jiangsu University
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White Papers
Do Call Centers Promote School Enrollment? Evidence From India
Jun 2010
Globalization has changed job opportunities in much of the developing world. In India, outsourcing has created a new class of high-skill jobs which have increased overall returns to schooling....
Provided by University of Chicago
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White Papers
Helping Satisfy Multiple Objectives During a Service Desk Conversation
Jun 2008
Agents manning a service desk have the unenviable task of satisfying multiple conflicting objectives. Specifically, businesses require the agents to meet pre-specified customer satisfaction levels...
Provided by Association for Computing Machinery
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White Papers
Firewall Management Service
Feb 2011
As organizations conduct more of their core business processes over the Internet, security risk grows. Around-the-clock firewall monitoring and management are essential to safeguard the IT...
Provided by Dell
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Whitepapers
AMR Research Ranks WebSphere Commerce as Top B2C E-Commerce Platform
Mar 2011
According to AMR Research, "The Bottom Line: IBM WebSphere is the front runner in our vendor landscape, with ATG following closely behind, proving the larger companies with the big, marquis retail...
Provided by IBM
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Whitepapers
Empower your call center with IP-based communications
Mar 2011
The agents in your contact center need easy-to-use tools to provide them all of the customer and product information possible to help maximize the value of each contact. If your e-mail, web and...
Provided by IBM
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Case Studies
Baseball Team Champions Technology and Scores Big Win With Fans
Jun 2008
Tampa Bay Rays they are facing challenges with outdated technology infrastructure could not support rapid organizational growth their sales agents lacked visibility into fan history, limiting...
Provided by Cisco Systems
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Whitepapers
The Customer Focused Contact Center
Aug 2006
Call it what you will - the contact center or call center, customer service, or 1-800 number is a critical area where the customers experience and attitude towards the company are developed. The...
Provided by IBM
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White Papers
Customer Relationship Management in Retail Banking
Oct 2006
Retail banks are facing greater challenges than ever before in executing their customer management strategies. Intensifying competition, proliferating customer contact channels, escalating attacks...
Provided by Electronic Data Systems
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White Papers
How to Achieve a Great- and Profitable -Customer Experience
Apr 2011
A research report from Business Week on a global survey of executives on Customer Experience; 80% of respondents rate CE as a strategic priority but the majority believe that their company does a...
Provided by SAP
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White Papers
Bloomberg BusinessWeek - Colmobil Customer Experience Research Study
Apr 2011
Check out this case study describing how Colmobile, Israel's largest auto importer, is using SAP CRM to deliver a differentiated customer experience. (Bloomberg Businessweek Research Services, 2011)
Provided by SAP
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Whitepapers
Innovation with InternetProtocol contact centers: how IP communications empower business.
Apr 2011
The agents in your contact center need easy-to-use tools to provide them all of the customer and product information possible to help maximize the value of each contact. If your e-mail, web and...
Provided by IBM
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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
Enhancing the Customer Experience with Loyalty Management
Apr 2011
Discover how deploying functionality for loyalty management in SAP Customer Relationship Management helps you collect valuable data that enables you to enhance the customer experience. You can...
Provided by SAP
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White Papers
How to Achieve a Great - and Profitable - Customer Experience
Apr 2011
A research report from Business Week on a global survey of executives on Customer Experience; 80% of respondents rate CE as a strategic priority but the majority believe that their company does a...
Provided by SAP
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White Papers
nGenera Making Strategy Real
Apr 2011
In today's competitive global business environment virtually all firms work diligently to analyze alternatives and to create a business strategy that enables competitive advantage. Once the...
Provided by SAP
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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
The Forrester Wave -CRM Suites Customer Service Solutions
Apr 2011
Forrester evaluated the customer service and support capabilities of 19 leading CRM suite solutions against 196 criteria. SAP ranks as a leader due to having "the most complete customer service...
Provided by SAP
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Whitepapers
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
Solutions Brief: Oracle Fusion Governance, Risk, and Compliance Reduces Fraud and Errors to Improve Performance
Apr 2011
Oracle Fusion GRC Applications improve bottom-line performance by continuously monitoring transactions and applying advanced forensic analysis and embedded application controls across business...
Provided by Oracle
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Whitepapers
McCormick and Schmick's Restaurants Gains New Insight into Dining Trends and Financial Performance with IBM Cognos Express
May 2011
Sink your teeth into this new case study. McCormick & Schmick's Seafood Restaurants needed better insight to understand and take advantage of key business trends. Find out why they chose IBM...
Provided by IBM
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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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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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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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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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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
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
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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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
