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call center - contact
(428 results)-
Whitepapers
Own Your Network with Continuous Monitoring
Sep 2012
This white paper produced by the SANS Analyst Program distills continuous monitoring down to its four basic components. It also gives those who want to implement continuous monitoring, but are...
Provided by Tripwire
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Case Studies
World Wide Technology Designs and Implements Scalable VOIP Telephony Solution for State's Largest University
Jun 2008
The University of Alaska Anchorage (UAA) needed to update its entire telecommunications system as they lacked comprehensive maintenance and support for their aging PBX system. The University of...
Provided by World Wide Packets
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Whitepapers
Self-Service That Really Serves
Apr 2009
Company/customer interactions have changed dramatically. Customers are looking for a seamless, accurate online experience that recognises their status and worth, regardless of the channel....
Provided by Oracle
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Whitepapers
Market Focus Report: The Value of Mobile and Social for CRM
Mar 2012
Adding mobile access and social collaboration to CRM delivers significant benefits. In a survey of CRM decision makers, Nucleus found that providing sales people with mobile device access to CRM...
Provided by Salesforce.com Australia
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Case Studies
Crisis Call Center: Nonprofit Cuts IT Work by $20,000 Annually, Boosts Reliability With Online Software
Nov 2009
Crisis Call Center is a northern Nevada - based crisis-hotline service. For years, the nonprofit ran its entire operation on one aged server that was slow and unreliable, but there were no funds...
Provided by Microsoft
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Case Studies
Cloud - BT Case Study
Feb 2012
British Telecommunications is one of the world's leading telecommunications companies. Like any modern corporation, BT depends heavily on its database infrastructure to support critical business...
Provided by Oracle
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Whitepapers
King Fish Media: How Analytics Bring Organizations Closer to Their Customers
Jan 2013
To succeed today, it's imperative for every business to get to know their customers much better than most have in the past - much better. Find out how IBM Business Analytics solutions can help...
Provided by IBM
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Whitepapers
More than "Just CRM" : 4 Keys to Optimizing Long-Term Loyalty and Revenue
Jan 2013
Today, implementing a customer relationship management (CRM) application may not be enough to remain competitive. To gain market share and grow revenue, many companies complement a CRM application...
Provided by IBM
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Whitepapers
Resting Time Activeness Determines Team Performance in Call Centers
Dec 2012
Improving team performance has long been a great concern of leaders and managers. They try to understand the factors affecting performance and reorganize their team on the basis of their...
Provided by Hitachi, Ltd.
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Whitepapers
Implementation of 'ASR4CRM': An Automated Speech-Enabled Customer Care Service System
Nov 2008
The main disadvantage of human presence in the call centers of GSM service providers is poor response time. The preference of IVR services by Nigerian GSM subscribers can be attributed solely to...
Provided by EuroJournals
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Case Studies
Lender Saves Money and Improves Customer Service
Jul 2012
International Personal Finance is a leading international home credit business serving 2.4 million customers and operating under the Provident brand in six markets. Their challenges are to reduce...
Provided by Cisco
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Whitepapers
Customer Intelligence: What's Hiding in Your Calls?
Oct 2009
For years, contact centers have recorded customer calls for the purposes of quality monitoring, regulatory compliance, fraud and legal protection. In most cases, no more than 5-10% of these calls...
Provided by Aditya Birla Minacs
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Case Studies
Nortel Network Case Study: Kerzner International Limited
Nov 2007
Kerzner is among the elite in the luxury resort industry. Its objective is to anticipate, meet, then exceed customer expectations - to set the standard for the ultimate guest experience. As such,...
Provided by Nortel Networks
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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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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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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
-
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
-
White Papers
10 Questions to Ask Your on Demand Contact Center Provider
Nov 2007
Building and maintaining a contact center can prove cost-prohibitive and resource intensive. Yet when you're committed to providing your customers with a personalized multichannel communications...
Provided by Oracle
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White Papers
Call-Center Buyer's Guide
Dec 2007
Use this Buyer's Guide to select the call-center solution that's a perfect fit for your business. Implementing the right call-center solution is a key factor in keeping your customers happy, as...
Provided by VoIP-News
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White Papers
Essential Manager's Guide: Extraordinary Customer Service
Nov 2007
What your customers think about your company is often a result of their experience when they contact you. Whether or not they remain customers is often a result of the quality of service you...
Provided by Avaya
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White Papers
Avaya IQ: Making the Business Case for Intelligent Contact Center Reporting
Nov 2007
Avaya IQ is a reporting and analytics platform that enables companies to share one view of reality to make faster, better decisions and create a consistent customer experience. Customers and...
Provided by Avaya
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Whitepapers
Still Struggling to Reduce Call Center Costs Without Losing Customers? The Right Technologies Lead the Way Out of the Call Center Dilemma
Sep 2007
While setting their customer service strategy, some organizations have focused solely on cost reduction through outsourcing and basic automation. In the process, though, many have discovered that...
Provided by SAP
-
Case Studies
Servinext Achieves Operating Excellence and Improves Competitiveness With Call Center
Dec 2007
Servinext S.A. wanted to implement a solid, robust, scalable technological infrastructure to support the firm's growth and offer information services at competitive prices with the highest levels...
Provided by Oracle
-
Case Studies
LiveXchange Improves Economics and Raises Service Levels for Corporate Contact Centers
Jan 2008
LiveXchange Corporation wanted to provide a feature rich and scalable platform to base LiveXchange and ContractXchange.com environments that enable corporations to run and customize remote agent...
Provided by Oracle
-
Case Studies
SNCF Improves Customer Satisfaction and Loyalty With Customer Relationship Management Solution
Nov 2007
SNCF, the European rail transport leader, manages more than 320 million passengers each year and 135 million tons of freight. SNCF wanted to ensure multi-channel (internet, telephone, etc.) and...
Provided by Oracle
-
White Papers
Technologies for Raising Efficiency in Support Services
Oct 2007
This paper describes Fujitsu Laboratories' research and development activities for raising efficiency in support services such as those provided by hardware support operation and call centers....
Provided by Fujitsu
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Resource Center
Find out how to "Wow" the customer while managing costs
Jan 2008
Current bank trends indicate profit margins are flat. Retaining top bank customers is becoming harder and harder. Is your financial institution ready to buck this trend? With seven...
Provided by IBM
-
Case Studies
Cisco Unified Intelligent Contact Management Reduces Outsourcing Costs by Improving Contact Center Management and Support
Dec 2007
This case study describes how Cisco Systems has reduced costs and increased flexibility for certain calls outsourced to contact centers located around the world. This result was achieved by a...
Provided by Cisco Systems
-
Case Studies
How Cisco IT Integrated Web Collaboration Into the Technical Assistance Center
Dec 2007
Given the importance of network reliability to businesses, quick and easy customer support provided by highly knowledgeable support engineers is a crucial need. Cisco Systems customers have come...
Provided by Cisco Systems
-
Case Studies
How Cisco IT Migrated High-Volume Linksys Contact Center to IP Network
Nov 2007
When Cisco Systems acquired Irvine, California-based Linksys Group, Inc. in mid-2003, Cisco IT acquired an unprecedented challenge: integrating a contact center whose volume surpassed that of the...
Provided by Cisco Systems
-
Case Studies
How Cisco IT Migrated Call Centers to IP Contact Center
Dec 2007
Cisco was rapidly growing as a company, particularly through acquisitions. With this growth came the need to manage diverse call centers, each with different systems, operating procedures, and...
Provided by Cisco Systems
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Case Studies
How Cisco Created Its Own Customer Interaction Network
Dec 2007
This case study describes how Cisco Systems created an internal Customer Interaction Network (CIN) by using its own contact center solutions to route customer calls to outsourcers located around...
Provided by Cisco Systems
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Case Studies
Epsom and Ewell Boosts Call Center Efficiency by 20% and Cuts Costs With Citizen-Centric Service Innovation
Jan 2008
Located 15 miles from London, Epsom and Ewell Borough was voted the third best place to live in the United Kingdom by a 2007 Channel 4 Television survey. Epsom and Ewell Borough wanted to...
Provided by Oracle
-
Case Studies
Capodarco Cooperative Improves Service With Leading-Edge Business Intelligence Solution
Jan 2008
Capodarco is a social cooperative that hires persons with disabilities. Capodarco wanted to develop an IT architecture based on a single integrated platform and implement an easy-to-use business...
Provided by Oracle
-
White Papers
The Responsive Retailer: Boosting Sales by Providing Store Customers with the Information and Experience They Expect
Jan 2008
For hundreds of years, retail success has been built on one basic concept: merchandise in the right place, at the right time, at the right price. But customers want to add a killer element to that...
Provided by Avaya
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White Papers
Best Practices for At-Home Agents
Feb 2008
What is your mental image of a work-at-home agent? Is it of a smiling, professional agent diligently serving customers? Or do you see a pajama-clad loafer muting "Oprah!" to take an occasional...
Provided by Avaya
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White Papers
Is the Traditional Contact Centre Model Workable in Today's Fast-Moving Globalised Business?
Oct 2007
The world is changing rapidly for traditional contact centres. A new operating model is emerging to help directors and CEOs manage growing complexity and changing pressures on customer...
Provided by Oracle
-
White Papers
Minimizing Risk in an Interrupt-Driven World: Life in the Outbound Call Center Regulatory and Policy Compliance Management
Sep 2007
It's the classic outbound Call Center problem. The interrupt-driven, unpredictable nature of the business means even the most button-down and best operational plans and strategic direction can...
Provided by Austin Logistics
-
White Papers
CallAssist: Helping Call Center Agents in Preference Elicitation
Sep 2007
The increasing complexity of products and services being offered by businesses has made providing customers with easy access to technical assistance an important business function. Therefore, most...
Provided by Association for Computing Machinery
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White Papers
Avaya IQ: Making the Business Case for Intelligent Contact Center Reporting - How Contact Center Reporting and Analytics Can Deliver a Rapid Return on Investment
Nov 2007
Contact centers are under increasing pressure to lower technology costs and increase the return on every investment. Avaya IQ helps the user achieve these goals. This next-generation reporting and...
Provided by Avaya
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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
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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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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Whitepapers
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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Whitepapers
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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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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Whitepapers
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
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
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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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
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
The Top 10 Secrets to Using Data Mining to Succeed at CRM
Jun 2009
Companies that have successfully used data mining to boost their CRM efforts have a wealth of experience to share. This white paper provides 10 tips that your organization can benefit from if...
Provided by SPSS
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Case Studies
Vermont Teddy Bear Delivers on Promise for High-Quality Service
Jan 2008
Some things never go out of style. The old-fashioned, jointed teddy bear is a perfect example. Introduced in 903, it is still loved by children and adults. Like most in the retail sector, Vermont...
Provided by Verizon
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Case Studies
CEDA on Call to Fight Poverty With Verizon Business Contact Center Solutions
Mar 2008
CEDA is a nonprofit community action agency with an annual budget of more than $150 million serving approximately 375,000 Cook County residents. Without reporting on daily call volumes, CEDA had...
Provided by Verizon
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Case Studies
Transportation Company Improves Customer Experience With Contact Center Consulting
Apr 2008
A large transportation company's customer contact center was facing difficulties in servicing the thousands of calls it received daily. Although they believed they had enough agents to handle...
Provided by Verizon
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Case Studies
Financial Enterprise Revamps Call Centers for Operational Efficiency
Mar 2008
The financial services enterprise is a top ten issuer of MasterCard and Visa credit cards in the United States. The call centers were experiencing difficulty handling the approximate 1.3 million...
Provided by Verizon
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Case Studies
New Call Routing Strategy Soothes Growing Pains for Retailer
Jul 2008
A large online and catalog retailer of gift and specialty items, the company found initial success by focusing on a single merchandise category. As the company grew by acquiring catalog...
Provided by Verizon
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Case Studies
Network Assessment Helps Re-Architect a Successful Future
Nov 2008
For a company that provides over-the-phone interpretation from English into more than 150 languages 24 hours a day, seven days a week, network availability is extremely critical. The phone-based...
Provided by Verizon
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Case Studies
Software Vendor Boosts Productivity for Contact Centers With Unified Communications
May 2009
Independent Software Vendor (ISV) ComputerTalk integrated its contact-center software with Microsoft Office Communications Server 2007 R2. With this solution, the ISV's clients gain presence...
Provided by Microsoft
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Case Studies
Yaofang.com Builds a High Efficiency Platform for Customer Service
May 2009
Yaofang.com wanted to expand the functionalities of the call center system to enable medical experts and staff to attend to customer queries through several channels and introduce new customer...
Provided by Oracle
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Case Studies
Epicor Software Case Study: TruServ Corporation
Dec 2007
Customer service is more than a department; it's an essential strategy for growing a business. No one knows that better than TruServ Corporation, an organization formed in 1997 by the merger of...
Provided by Epicor Software
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Case Studies
Application Maintenance and Support for a Fortune 100 Corporation
Feb 2009
The client is a Fortune 100 Company; one of the world's leading providers of essential technologies to developed, developing and emerging countries. The client wanted to develop a Global Centre of...
Provided by Softtek
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Case Studies
Waltham Forest Council Adopts ITIL With Hornbill~s Supportworks
Apr 2008
Waltham Forest Council provides a range of services to the diverse public including environmental health, recycling, street cleansing, Council Tax and Business rates collection, benefits, planning...
Provided by Hornbill Systems
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White Papers
The Elusive Work-Life Balance: Five Steps to Achieving Harmony With Workforce Management
Nov 2008
The familiar terms 'flexible working' and 'work-life balance' hold different meanings for different people. For an employer, flexibility often means a way to ensure staff availability at right...
Provided by GMT
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White Papers
Contact Center Value Optimization
Apr 2008
Contact Center Value Optimization (CCVO) is an innovative method for making key staffing and management decisions for inbound contact centers. CCVO breaks from traditional approaches by maximizing...
Provided by Magpie Partners
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Case Studies
Customer Effective - Partner Grows 1000 Percent Over Three Years with Focus on CRM Solutions
Mar 2009
Customer Effective delivers Customer Relationship Management (CRM) solutions based exclusively on Microsoft Dynamics CRM. The Microsoft Gold Certified Partner uses the product to help customers...
Provided by Microsoft
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Case Studies
EDS Drives Success for Its Clients With Accelerated Contact Center and Services Reporting
Apr 2009
EDS wanted to help clients achieve success with high performance sales and marketing, customer care, and technical support contact centers and create efficiencies to reduce costs to clients,...
Provided by Oracle
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Case Studies
OmniMatic Implements CRM Solution for Civil Construction Client and Triples Leads Generated
Mar 2009
OmniMatic wanted to implement a customer relationship management solution for a client in the civil construction industry to provide an easy-to-use, intuitive log of all contacts and sales...
Provided by Oracle
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White Papers
Best practices for ensuring the highest ROI from voice self-service and IVR systems in tough economic times
Apr 2009
In a challenging economic climate, customer loyalty separates the winners from the losers. As a result, businesses should demand more from the system that greets every customer call: the...
Provided by Tellme Networks
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White Papers
Smarter Spending: A framework for evaluating the True Cost of Ownership of an IVR solution
Nov 2008
Want to deliver a superior caller experience while lowering costs? Businesses looking to upgrade their Interactive Voice Response (IVR) system face investments in a number of areas. When...
Provided by Tellme Networks
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White Papers
Choosing the Best Enterprise CRM for Complex Organizations
Dec 2008
"As many as 85% of companies that buy CRM software to automate sales efforts don't pick the right tools..." Gartner analyst Robert DeSisto Many large companies also underestimate how complex...
Provided by Inside CRM
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Case Studies
Kichler Lighting Reduces Call Center Volume by 38% With Web-Based, Self-Service Dealer Portal
Feb 2009
As business grew, Kichler's customer service call centers faced large volumes of calls from individual dealers requesting information. Dealers would often call to check the status of an order, the...
Provided by Oracle
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Case Studies
Priority Phone Service: A Lifeline for First Responders
Nov 2008
U.S. Department of Homeland Security /National Communications System wanted to develop a service that allows emergency calls to go through, even when a crisis or natural disaster overwhelms local...
Provided by Computer Sciences
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Case Studies
The Philippines-Based Call Centre Operator, IPCCO, Taps Datacraft's Expertise to Boost Growth Potential
Nov 2008
Against the competitive backdrop, IPCCO has its sights set on expanding its BPO business and ramp up its agent capacity. With the goal of increasing this capacity from 250 to 1,000 seats within a...
Provided by Dimension Data
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Case Studies
Datacraft Readies Philippines Top Call Center for Capacity Expansion
Jun 2008
The contact center industry is a highly competitive business. Set up in 1996, the Philippines-based Advanced Contact Solutions (ACS) is amongst the country's top providers of quality contact...
Provided by Dimension Data
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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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White Papers
Securing the Contact Centre in Asia-Pacific
May 2008
The contact centre industry has transformed dramatically over the last decade. Contact centres form the heart of the organisation today, and are often the primary or only point of contact with the...
Provided by Dimension Data
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White Papers
Taming the Contact Centre Dragon, One Seat at a Time
Dec 2008
India and China currently represent over one third of the world's population. Traditionally, India has been perceived as an underdeveloped nation, yet all market projections indicate that its...
Provided by Dimension Data
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White Papers
More People Today Prefer Talking to Machines Than Human Operators According to Global Call Centre Study
Dec 2007
The author believes that organisations need to tackle three main problems if they are to prevent the number of abandoned calls from growing still further - information, workflow and strategy....
Provided by Dimension Data
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White Papers
Helping Contact Center Agents Improve First Contact Resolution
May 2008
While there is broad recognition of the value of tracking and managing first contact resolution, a substantial proportion of today's contact centers do not attempt to measure it. This is...
Provided by PELORUS Group
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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
-
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
-
White Papers
10 Questions to Ask Your on Demand Contact Center Provider
Nov 2007
Building and maintaining a contact center can prove cost-prohibitive and resource intensive. Yet when you're committed to providing your customers with a personalized multichannel communications...
Provided by Oracle
-
White Papers
Call-Center Buyer's Guide
Dec 2007
Use this Buyer's Guide to select the call-center solution that's a perfect fit for your business. Implementing the right call-center solution is a key factor in keeping your customers happy, as...
Provided by VoIP-News
-
White Papers
Essential Manager's Guide: Extraordinary Customer Service
Nov 2007
What your customers think about your company is often a result of their experience when they contact you. Whether or not they remain customers is often a result of the quality of service you...
Provided by Avaya
-
White Papers
Avaya IQ: Making the Business Case for Intelligent Contact Center Reporting
Nov 2007
Avaya IQ is a reporting and analytics platform that enables companies to share one view of reality to make faster, better decisions and create a consistent customer experience. Customers and...
Provided by Avaya
-
Whitepapers
Still Struggling to Reduce Call Center Costs Without Losing Customers? The Right Technologies Lead the Way Out of the Call Center Dilemma
Sep 2007
While setting their customer service strategy, some organizations have focused solely on cost reduction through outsourcing and basic automation. In the process, though, many have discovered that...
Provided by SAP
-
Case Studies
Servinext Achieves Operating Excellence and Improves Competitiveness With Call Center
Dec 2007
Servinext S.A. wanted to implement a solid, robust, scalable technological infrastructure to support the firm's growth and offer information services at competitive prices with the highest levels...
Provided by Oracle
-
Case Studies
LiveXchange Improves Economics and Raises Service Levels for Corporate Contact Centers
Jan 2008
LiveXchange Corporation wanted to provide a feature rich and scalable platform to base LiveXchange and ContractXchange.com environments that enable corporations to run and customize remote agent...
Provided by Oracle
-
Case Studies
SNCF Improves Customer Satisfaction and Loyalty With Customer Relationship Management Solution
Nov 2007
SNCF, the European rail transport leader, manages more than 320 million passengers each year and 135 million tons of freight. SNCF wanted to ensure multi-channel (internet, telephone, etc.) and...
Provided by Oracle
-
White Papers
Technologies for Raising Efficiency in Support Services
Oct 2007
This paper describes Fujitsu Laboratories' research and development activities for raising efficiency in support services such as those provided by hardware support operation and call centers....
Provided by Fujitsu
-
Resource Center
Find out how to "Wow" the customer while managing costs
Jan 2008
Current bank trends indicate profit margins are flat. Retaining top bank customers is becoming harder and harder. Is your financial institution ready to buck this trend? With seven...
Provided by IBM
-
Case Studies
Cisco Unified Intelligent Contact Management Reduces Outsourcing Costs by Improving Contact Center Management and Support
Dec 2007
This case study describes how Cisco Systems has reduced costs and increased flexibility for certain calls outsourced to contact centers located around the world. This result was achieved by a...
Provided by Cisco Systems
-
Case Studies
How Cisco IT Integrated Web Collaboration Into the Technical Assistance Center
Dec 2007
Given the importance of network reliability to businesses, quick and easy customer support provided by highly knowledgeable support engineers is a crucial need. Cisco Systems customers have come...
Provided by Cisco Systems
-
Case Studies
How Cisco IT Migrated High-Volume Linksys Contact Center to IP Network
Nov 2007
When Cisco Systems acquired Irvine, California-based Linksys Group, Inc. in mid-2003, Cisco IT acquired an unprecedented challenge: integrating a contact center whose volume surpassed that of the...
Provided by Cisco Systems
-
Case Studies
How Cisco IT Migrated Call Centers to IP Contact Center
Dec 2007
Cisco was rapidly growing as a company, particularly through acquisitions. With this growth came the need to manage diverse call centers, each with different systems, operating procedures, and...
Provided by Cisco Systems
-
Case Studies
How Cisco Created Its Own Customer Interaction Network
Dec 2007
This case study describes how Cisco Systems created an internal Customer Interaction Network (CIN) by using its own contact center solutions to route customer calls to outsourcers located around...
Provided by Cisco Systems
-
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
-
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
-
Case Studies
Epsom and Ewell Boosts Call Center Efficiency by 20% and Cuts Costs With Citizen-Centric Service Innovation
Jan 2008
Located 15 miles from London, Epsom and Ewell Borough was voted the third best place to live in the United Kingdom by a 2007 Channel 4 Television survey. Epsom and Ewell Borough wanted to...
Provided by Oracle
-
Case Studies
Capodarco Cooperative Improves Service With Leading-Edge Business Intelligence Solution
Jan 2008
Capodarco is a social cooperative that hires persons with disabilities. Capodarco wanted to develop an IT architecture based on a single integrated platform and implement an easy-to-use business...
Provided by Oracle
-
White Papers
The Responsive Retailer: Boosting Sales by Providing Store Customers with the Information and Experience They Expect
Jan 2008
For hundreds of years, retail success has been built on one basic concept: merchandise in the right place, at the right time, at the right price. But customers want to add a killer element to that...
Provided by Avaya
-
White Papers
Best Practices for At-Home Agents
Feb 2008
What is your mental image of a work-at-home agent? Is it of a smiling, professional agent diligently serving customers? Or do you see a pajama-clad loafer muting "Oprah!" to take an occasional...
Provided by Avaya
-
White Papers
Is the Traditional Contact Centre Model Workable in Today's Fast-Moving Globalised Business?
Oct 2007
The world is changing rapidly for traditional contact centres. A new operating model is emerging to help directors and CEOs manage growing complexity and changing pressures on customer...
Provided by Oracle
-
White Papers
Minimizing Risk in an Interrupt-Driven World: Life in the Outbound Call Center Regulatory and Policy Compliance Management
Sep 2007
It's the classic outbound Call Center problem. The interrupt-driven, unpredictable nature of the business means even the most button-down and best operational plans and strategic direction can...
Provided by Austin Logistics
-
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
-
White Papers
CallAssist: Helping Call Center Agents in Preference Elicitation
Sep 2007
The increasing complexity of products and services being offered by businesses has made providing customers with easy access to technical assistance an important business function. Therefore, most...
Provided by Association for Computing Machinery
-
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
-
White Papers
Avaya IQ: Making the Business Case for Intelligent Contact Center Reporting - How Contact Center Reporting and Analytics Can Deliver a Rapid Return on Investment
Nov 2007
Contact centers are under increasing pressure to lower technology costs and increase the return on every investment. Avaya IQ helps the user achieve these goals. This next-generation reporting and...
Provided by Avaya
-
Case Studies
Call Centre Agents Improve Performance 3.7 Per Cent With Real-Time Monitoring Solution
Mar 2008
Global Bilgi is a leading customer interaction centre based in Turkey. In 2006, the company started developing Dashboard, an in-house solution that provides team managers with performance data...
Provided by Microsoft Tips
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Case Studies
Teachers Association Turns to Centralized Data Repository to Improve Member Service
Apr 2008
The California Teachers Association (CTA) serves 350,000 members. It provides a full range of offerings, including the improvement of teaching conditions, representation in the political arena,...
Provided by Microsoft Tips
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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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Case Studies
EDS and Avaya Create a Global Infrastructure for Contact Centers to Enable Operational Efficiencies, High Productivity, and Client Satisfaction
Mar 2008
With hundreds of clients in all major industries, Electronic Data Systems Corporation (EDS) needs to address an extremely wide range of evolving Customer Relationship Management (CRM) requirements...
Provided by Avaya
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Case Studies
Critical Patient Care and Rapid Client Growth Create Need for Intelligent Communications
Jan 2008
Swiss Medical Group(SMG) wanted to enhance customer contact quality and provide confidence-building support to patients in multiple facilities through updated communications throughout the SMG....
Provided by Avaya
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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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Whitepapers
How to Calculate the ROI of Remote Support
Aug 2007
Few companies today will approve new support technology purchases without first addressing the projected return on investment (ROI). In this SSPA Executive Insight, VP of research John Ragsdale...
Provided by Citrix Online
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Case Studies
Bluebean Wins Customers' Confidence With New Avaya Contact Center Solution
Apr 2008
Bluebean previously engaged a hosted solution for its inbound call center operations. However, the hosted solution vendor was unable to keep up with Bluebean's growing business as well as the more...
Provided by Avaya
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Case Studies
VP Bank Group Launches Communications System Based on Avaya and NovaLink Solution
Jan 2008
One of the largest banks in Liechtenstein, VP Bank Group has more than 600 employees and draws customers from over 60 countries. VP Bank Group needed a system that would fulfill all its...
Provided by Avaya
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Case Studies
Woosh Wireless Revamps Call Center With Avaya Communications Manager to Increase Productivity
Dec 2007
With over 70 Customer Service Representatives (CSR's) handling hundreds of calls a day, Woosh wanted to move its call centre from a satellite office, back to its corporate headquarters while...
Provided by Avaya
