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customer support services
(1072 results)-
White Papers
Executive Brief: Selling Success - Drive Your Sales Growth With Smarter CRM
Oct 2011
Any Sales Operations professional will tell you there is a direct correlation between sales productivity and data quality. When you really know your prospects and customers, you know their needs -...
Provided by Dun & Bradstreet
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White Papers
5 Hidden Costs of Using "Free" and Legacy Tools for Support
Nov 2011
Traditional remote access and meeting tools were not designed as remote support tools for helpdesks and IT professionals. Do you know what hidden costs their lack of helpdesk-specific management...
Provided by LogMeIn
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Whitepapers
Five Tips For Improving Customer Experience - Starting With The Support Desk
Sep 2012
This paper conveys how the pressure to increase customer satisfaction metrics with less funding will increase as companies look for new ways to differentiate their services and reduce customer...
Provided by LogMeIn
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White Papers
Top 5 Reasons to Replace your Remote Support Tool
Nov 2011
Even if you have a remote support tool, the changing demands of business may necessitate a change. Now may be the time to reevaluate your remote support to add new capabilities, increase...
Provided by LogMeIn
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Whitepapers
Avoid danger in your Data Center with ServerLIFT Advanced Server Handling Solutions.
Nov 2012
How many people does it take to install a switch? Manually moving IT equipment increases risk of injuries and reduces efficiency. Servers and other rack-mounted equipment can weigh up to 500...
Provided by ServerLIFT
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White Papers
Using Six Sigma to Improve IT Help Desk Customer Service
Mar 2011
Within most organizations, the Information Technology (IT) department typically provides the infrastructure, implementation, and administration of hardware, software, networking, and database...
Provided by University of Houston
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Whitepapers
The Future of the Service Desk
Mar 2013
The speed of technical innovation is accelerating with consequences both scary and exciting for IT service desks and customer contact centres. "Today phones have voice recognition, plan the...
Provided by GoToAssist
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Resource Center
Gartner Positions Cisco as Leader
Feb 2013
Learn how Cisco WebEx goes beyond meetings with IM, social and telepresence. WebEx is a set of collaboration applications that provides compelling integrated experiences enabling users to connect...
Provided by Cisco
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Whitepapers
Trends and best practice for service in 2012
Feb 2012
Service revenue has topped the agenda of chief service officers. As businesses seek to wrap themselves around their customers and drive higher value, they are looking to build a foundation that...
Provided by ClickSoftware
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White Papers
Policy and Procedures: Help Desk Service Level Agreement (SLA)
May 2004
Technology support services are provided through the Information Technology Services (ITS) Help Desk unit. This support unit is committed to delivering quality customer service and technical...
Provided by New Jersey City 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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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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Whitepapers
Taking the Help Desk Further
Sep 2012
Get the Most From Your Help Desk! Organizations that have implemented at least a basic help desk system know how valuable these solutions are. By helping to coordinate user requests and IT's...
Provided by Quest Software, now a part of Dell
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White Papers
A Best-Practices Approach to Software Asset Management
Jul 2006
According to Gartner, 30 percent of large enterprises will experience at least one on-site software audit per year through 2008. What this means is, if you're not already vigilantly tracking what...
Provided by ManageSoft
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Whitepapers
Six Trends in Sales Performance Management
Mar 2013
Observations for organizations investigating Sales Performance Management systems.
Provided by IBM
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Whitepapers
SLA Monitoring in the Customer Service Environment: Meeting the Challenges With Operational Business Intelligence
Apr 2009
Putting customer needs in writing via a Service Level Agreement (SLA) can help ensure customer satisfaction, even in the customer service environment. The SLA defines what the company will deliver...
Provided by IBM
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Whitepapers
How to Choose the Best Help Desk Software for Your Small or Midsized Business
Feb 2006
In today's competitive business environment, small and midsized businesses that want to grow and sustain an edge in the market must continually streamline and improve core business practices. In...
Provided by BMC Software
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Whitepapers
Cloud Benefits 101 - What's In It for You
Oct 2011
In 1997, businesses were excited about the Internet's potential, but worried about security, privacy, etc. In 2011, Cloud computing has emerged as the next transformational technology wave. Learn...
Provided by SAP
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Case Studies
Case study: How BT increased online sales conversions
Oct 2012
A review of BT.com highlighted that, while the site was doing well, it could do better -- especially to drive sales online, rather than completing them via call centres. This case study highlights...
Provided by LivePerson
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White Papers
The SIP Contact Center: Leveraging the SIP Architecture to Build IP Contact Center Solutions
Oct 2007
The legacy call center has been a staple for enterprises that service customers over the telephone. Whether servicing a major airline or a small local business - providing prompt access to helpful...
Provided by Audiocodes
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White Papers
Deliver Extraordinary Customer Experience
Oct 2010
Competition is fierce in today's economy and customers know this. They can easily search the Internet to find companies that sell similar products or services at competitive prices. That's why...
Provided by Oracle
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Whitepapers
Complimentary Best Practices: Six strategies for HR leaders to win a seat at the table
Jul 2012
HR leaders hear lots of talk about "getting a seat at the table" among the leadership functions of an organization. But what does "getting a seat" really mean? Simply put, CEOs are demanding a...
Provided by SuccessFactors
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Research
Reputational risk and IT: How security and business continuity can shape the reputation and value of your company
Feb 2013
Reputational risk and IT is an IBM study that investigates how organizations around the world are managing their reputations in today’s digital era. IT risk can imperil companies’ productivity,...
Provided by IBM
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Whitepapers
Integrating Network Monitoring and the Help Desk for Expedited Problem Resolution
Sep 2012
You Really CAN Speed Help Desk Problem Resolution It's no secret - when an issue hits the help desk, you need to solve it RIGHT NOW. Are you getting to resolution time fast enough? In this Quest...
Provided by Quest Software, now a part of Dell
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White Papers
Improve Customer Satisfaction and Create More Loyal Customers
Oct 2011
Multiple challenges are causing a rapid, profound transition in the way that people do business. Customers can interact with businesses through instant messaging, social media, in-person meetings,...
Provided by Cisco Systems, Inc.
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Whitepapers
An Enterprise Guide to 21st Century Customer Engagement
Jul 2012
Conversations around your business and your customers are happening in greater numbers across an increasing number of communication vehicles every year such as Facebook, Twitter, forums, email,...
Provided by Zendesk
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White Papers
IT Process and Problem/Incident Management
Oct 2005
How does your organization improve incident and problem management for business-critical applications while improving service levels, reducing support costs and lowering incident resolution times?...
Provided by iConclude
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White Papers
12 Secrets to Finding the Right Workforce Management System
Sep 2005
Evaluating workforce management systems? Seemingly small differences in the functionality of different products can have a major impact on the relative success of the contact center operation....
Provided by NICE Systems
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White Papers
Enable Mobile Users to Accelerate Competitive Advantage
Oct 2011
The rapid proliferation of mobile devices in the workforce creates numerous challenges for organizations. Employees expect to use their consumer devices in the workplace. They rely on access to...
Provided by Cisco Systems, Inc.
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White Papers
Centers of Excellence: Optimize Your Business and IT Value
Nov 2006
Download this SAP white paper to read about the many direct benefits you can derive from implementing certified centers of excellence (COEs) in your organization. The paper presents the results of...
Provided by SAP
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Whitepapers
11 Things to Know About Active Directory Recovery
Oct 2007
Have you considered the impact on your weekend should an OU be accidentally deleted or worse - an unthinkable catastrophe happens? Will your organization's disaster recovery plan succeed? In this...
Provided by Quest Software, now a part of Dell
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Research
IT Strategy Maps: A Tool For Strategic Alignment
Nov 2005
Aligning IT and business strategy remains the No. 1 or No. 2 business IT issue year after year. But no matter how much focus and attention this subject receives, little progress seems to be made....
Provided by Forrester Research
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Whitepapers
The Broad Spectrum of Business Analysis
Jan 2013
Read the Ventana Research White Paper and see how new approaches to information analysis enable outperforming the competition.
Provided by IBM
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Whitepapers
Gamification: Using Virtual Awards and Recognition to Motivate your Sales Team
Dec 2012
Find out about gamification, the ground-breaking method to motivate your sales team by playing on what drives them - competition and recognition! Strategies leveraged from the world of video...
Provided by ConnectWise 2013
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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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Webcasts
Managing People You Can't See
Oct 2010
Attend our Webinar to hear James Ware and Charles Grantham, creators of the Future of Work program, discuss how the nature of work has changed to include mobile and remote employees, the...
Provided by Citrix Online
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White Papers
Part One of Two: Skills Based Routing Benefits and Challenges
Jun 2006
Skills-based routing, done right, can help minimize overhead expenses, build an orderly career path for agents and improve customer service. When skills-based routing was a new concept, design...
Provided by NICE Systems
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Whitepapers
Active Directory: Fast and Easy Tricks to Maintain a Healthy Network
May 2011
What are you doing right now to ensure your Active Directory is in good health? Managing and protecting your environment isn't easy. But with the right strategies, it can be a whole lot simpler....
Provided by Quest Software, now a part of Dell
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White Papers
Best Practices in the Call Center: A Customer Touch-Point Methodology
Jan 2009
One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed...
Provided by Oracle
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Research
Connecting Business Drivers To Enterprise Architecture
Jun 2005
EXECUTIVE SUMMARY: Understanding business plans and challenges is essential when starting an enterprise architecture (EA) effort or when taking stock of an existing effort. It is also a necessary...
Provided by Forrester Research
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Case Studies
Bon-Ton: Minimizing Communication Challenges Through Strong Levels of Customer Support
Jul 2012
As a major retail department store chain, Bon-Ton has a widespread employee population. Keeping managers and store operators all on the same page is of the upmost importance for success. Constant...
Provided by InterCall
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Case Studies
The Kroger Co: Gaining Consistency Across an Enterprise
Jul 2012
As the pre-eminent grocery store chain in the U.S., Kroger needs to connect with not only customers. Staying in contact requires employees to have a reliable communications provider offering...
Provided by InterCall
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Whitepapers
Gamification: Using Virtual Awards and Recognition to Motivate your Sales Team
Dec 2012
Find out about gamification, the ground-breaking method to motivate your sales team by playing on what drives them - competition and recognition! Strategies leveraged from the world of video...
Provided by ConnectWise 2013
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Whitepapers
OPNET, Now a Part of Riverbed Technology, Positioned in the Leaders Quadrant of the 2012 Gartner Magic Quadrant for Application Performance Monitoring
Apr 2013
“We are very pleased that OPNET has been recognized by Gartner as a leader in the rapidly growing APM market. A core part of our business strategy has been to be a market leader in application...
Provided by Riverbed
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Whitepapers
Combating risk with predictive intelligence
Apr 2013
Leading companies applying predictive intelligence to proactively mitigate and manage complexity-fraught risks, while bringing value to their bottom line and their brand.
Provided by IBM
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Whitepapers
Cashing in on Customer Insight
Apr 2013
In this new white paper by Peppers & Rogers Group and IBM, readers will learn how to harness customer insight from myriad interactions to profitably grow revenue, increase loyalty, and go from...
Provided by IBM
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Whitepapers
4-Step Game Plan for Effective Support Teams
Apr 2013
Want to know how to create a better support centre? Just ask your agents. "Your agents have a great deal to tell you about how to create a better support centre." This brief, brought to you by...
Provided by GoToAssist
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Whitepapers
Closing the Deal: the Oracle Fusion CRM User Experience
Sep 2011
A CRM application will not be embraced unless its user experience results in increased sales.In developing Oracle Fusion CRM, the Oracle Fusion User Experience team conducted usability studies...
Provided by Oracle
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Podcasts
Building Java Apps on Heroku and Force.com
Oct 2012
In this session you will learn how to build Social Enterprise applications using Salesforce, Heroku, and Java. Through live coding and demonstrations you will learn how to instantly deploy and...
Provided by Salesforce.com
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Podcasts
Salesforce Platform Keynote
Sep 2012
Salesforce.com COO George Hu opens the Platform Keynote at Dreamforce '12
Provided by Salesforce.com
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Whitepapers
The Future of the Service Desk
Mar 2013
The speed of technical innovation is accelerating with consequences both scary and exciting for IT service desks and customer contact centres. "Today phones have voice recognition, plan the...
Provided by GoToAssist
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Whitepapers
Visibility, Alignment, & Optimization, Part I: The Value of Workforce Visibility in Driving Business Decisions
Dec 2012
Do you know as much about your employees as you know about your customers, products, or systems Imagine the organizational transformation that could be possible if HR could provide real-time,...
Provided by Workday
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Case Studies
World's Largest Online Sports Betting Site Increases Reach
Jan 2013
Based in Stoke-on-Trent in the United Kingdom, bet365 has grown rapidly from a handful of employees in 2000 to a global provider with 2100 staff. Their challenges are to drive business growth by...
Provided by Cisco
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Case Studies
Aeroresponse: Customer Service Takes Flight With Server Solution at Aeronautical Engineering Firm
Aug 2011
Aeroresponse aircraft engineers provide on-call commercial engine inspections using the latest digital video boroscope equipment with digital measurement capability. In today's aviation industry,...
Provided by Microsoft
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Whitepapers
Enhancing the Customer Experience: The Promise of BPM Technology for Retailers
Oct 2012
The burgeoning e-commerce industry has received a decisive boost from these multi-channel interactions, accelerating some retail strategies and disrupting others. To survive in this environment,...
Provided by Oracle
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Research
Reputational risk and IT: How security and business continuity can shape the reputation and value of your company
Feb 2013
Reputational risk and IT is an IBM study that investigates how organizations around the world are managing their reputations in today’s digital era. IT risk can imperil companies’ productivity,...
Provided by IBM
-
Resource Center
Gartner Positions Cisco as Leader
Feb 2013
Learn how Cisco WebEx goes beyond meetings with IM, social and telepresence. WebEx is a set of collaboration applications that provides compelling integrated experiences enabling users to connect...
Provided by Cisco
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Whitepapers
Implementation of a Multi-Channel Application for Customer Care Service Using Best-First Search Algorithm
Nov 2008
It has become imperative to find a solution to the dissatisfaction in response by mobile service providers when interacting with their customer care centers. Problems faced with Human To Human...
Provided by EuroJournals
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Whitepapers
Pattern Classification Techniques for Cooperative Spectrum Sensing in Cognitive Radio Networks: SVM and W-KNN Approaches
Nov 2012
The authors consider novel Cooperative Spectrum Sensing (CSS) algorithms based on the pattern classification techniques for Cognitive Radio (CR) networks. In this regard, Support Vector Machine...
Provided by Institute of Electrical and Electronics Engineers
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Podcasts
Railscasts #330: Better Sass With Bourbon
Mar 2012
If the users' are tired of the browser vendor prefixes in CSS, check out Bourbon. In this podcast, the speaker explains about Bourbon Sass Mixins which provides a comprehensive library of Sass...
Provided by Oleksiy Kovyrin
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Podcasts
Railscasts #334: Compass & CSS Sprites
Mar 2012
In this podcast, the speaker explains Compass which improves the Sass experience by providing useful mixins, functions, and more. The speaker will also the users' to learn how to make CSS sprites...
Provided by Oleksiy Kovyrin
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Case Studies
BAE Systems: BAE Systems Creates New Revenue Stream With Customer Service Portal
Jan 2011
BAE Systems Global Combat Systems (GCS) Vehicles, a business unit of BAE Systems, the world's second-largest defense company - manufactures and markets military vehicle systems to customers in...
Provided by Microsoft
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Whitepapers
Six Trends in Sales Performance Management
Mar 2013
Observations for organizations investigating Sales Performance Management systems.
Provided by IBM
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Whitepapers
The Broad Spectrum of Business Analysis
Jan 2013
Read the Ventana Research White Paper and see how new approaches to information analysis enable outperforming the competition.
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
A smarter approach to CRM: An IBM perspective
Jan 2013
With instant access to information, customers expect a purchase experience that matches the ease and speed of the information-gathering experience. Read this white paper, created in collaboration...
Provided by IBM
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Whitepapers
A Guide for a Successful ERP Strategy in the Midmarket: Selection, Services, and Integration
Jan 2013
Combining an experienced service partner with an informed ERP strategy helps to maximize ROI. This helps midmarket organizations to contain costs, communicate effectively, and improve to grow into...
Provided by IBM
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Whitepapers
Ventana Research: BA-Benchmarking the Analysis of Data to Gain Insight
Jan 2013
Businesses today have more raw information than ever before. But many lack the analytics to make good use of it. Read this report from Ventana Research for practical recommendations on how to...
Provided by IBM
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Whitepapers
King Fish Media: How Analytics Bring Organizations Closer to Their Customers
Jan 2013
To succeed today, it's imperative for every business to get to know their customers much better than most have in the past - much better. Find out how IBM Business Analytics solutions can help...
Provided by IBM
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Whitepapers
Keeping Quality in View the Alcatel-Lucent Video Operations Center
Dec 2009
Video subscribers' expectations have changed dramatically in recent years. Today they expect prompt, responsive customer service and video of flawless quality. Yet as viewers demand more, the...
Provided by Alcatel-Lucent
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Whitepapers
Accelerating Business Success with Optimised IT
Jul 2010
Businesses are walking a constant tightrope between service, cost and risk. To maintain the right balance, organizations need to ensure every area of their infrastructure is optimized, integrated...
Provided by Computacenter
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Whitepapers
Gamification: Using Virtual Awards and Recognition to Motivate your Sales Team
Dec 2012
Find out about gamification, the ground-breaking method to motivate your sales team by playing on what drives them - competition and recognition! Strategies leveraged from the world of video...
Provided by ConnectWise
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Whitepapers
Road to Smarter Computing
Nov 2012
In this paper we will explore end-user's view on Smarter Computing. Data Center investment comes in two flavors - those that differentiate in the eyes of the customer when they are improved, and...
Provided by IBM
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Whitepapers
Avoid danger in your Data Center with ServerLIFT Advanced Server Handling Solutions.
Nov 2012
How many people does it take to install a switch? Manually moving IT equipment increases risk of injuries and reduces efficiency. Servers and other rack-mounted equipment can weigh up to 500...
Provided by ServerLIFT
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Whitepapers
CRM & Supply Chain management Solutions guide: Is your strategy as smart as your customers?
Nov 2012
Today's customers are up-to-date, well informed and demanding. The smart customer is constantly on the look out for vendors who provide a great customer experience and excellent service. Find out...
Provided by IBM
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Whitepapers
Empowered Customers Drive Collaborative Business
May 2012
Businesses are under increasing pressure by their customers to adapt. Mobile devices and growing use of the Web have changed customer expectations, with increased access to information and new...
Provided by IBM
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Whitepapers
Self-Service That Really Serves
Apr 2009
Company/customer interactions have changed dramatically. Customers are looking for a seamless, accurate online experience that recognises their status and worth, regardless of the channel....
Provided by Oracle
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Case Studies
Management Financial Firm Upgrades Communication Solution to Reduce Phone Bill 50 Percent
Mar 2011
Bosera is a large financial services firm in China, with 6 offices located throughout the country. Bosera wanted to help employees to communicate and collaborate efficiently so they could improve...
Provided by Microsoft
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Whitepapers
Forrester Consulting Report: Empowered Customers Drive Collaborative Business Evolution
Oct 2012
Today's organizations need to adapt quickly in both the how they do business and how they leverage technology, but research shows that many are falling short. Read this groundbreaking new study,...
Provided by IBM
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eBooks
Buy/Market/Sell/Service Smarter eBook
Oct 2012
As new technology and connected consumers redefine how business is done, IBM Smarter Commerce solutions help companies more effectively engage with customers across four critical aspects, which...
Provided by IBM
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White Papers
The Need for Profitability & Cost Management
Sep 2008
As indirect costs rise and economic pressures increase, the need for profitability and cost management (PCM) also grows. Read this white paper to find out more about how PCM drives business...
Provided by Oracle
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Case Studies
JN Data Improves End-User Services Through More Effective Web Application Management
Feb 2009
JN Data's mission is to allow the banks to focus on their core businesses by ensuring that their IT operations are secure and stable. The company has been charged with improving the time to market...
Provided by CA
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Research
IT Strategy Maps: A Tool For Strategic Alignment
Nov 2005
Aligning IT and business strategy remains the No. 1 or No. 2 business IT issue year after year. But no matter how much focus and attention this subject receives, little progress seems to be made....
Provided by Forrester Research
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Webcasts
Human Capital Institute Webcast: Talent for Profit
Mar 2010
Is your talent leveraged as a profit source or regarded as a cost center? How much revenue do your top performers produce? The answers to these questions depend largely on the analytics you use to...
Provided by Oracle
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White Papers
Drive Sales Effectiveness with Enterprise-ready Web 2.0 Solutions
Aug 2009
Similar to how Web 2.0 applications like Facebook and Twitter have changed how people communicate and interact within personal social networks, salespeople need comparable applications that...
Provided by Oracle
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White Papers
The Social Customer Engagement Index
Jul 2011
Companies are turning to social channels to engage with customers and prospects and build better, longer relationships with them. And, as organizations adopt social tools and strategies to engage...
Provided by SAP
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White Papers
Executive Brief: Selling Success - Drive Your Sales Growth With Smarter CRM
Oct 2011
Any Sales Operations professional will tell you there is a direct correlation between sales productivity and data quality. When you really know your prospects and customers, you know their needs -...
Provided by Dun & Bradstreet
-
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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Case Studies
Indian Insurance Firm Decreases Time to Incident Resolution by 40% With ITIL Incident and Problem Management Best Practices.
Jun 2007
IFFCO-TOKIO General Insurance (ITGI) was created in 2000, following the merger of an Indian fertilizer company and Japan's largest listed insurance group. IFFCO-TOKIO General Insurance wanted to...
Provided by CA
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Whitepapers
The Future of the Service Desk
Mar 2013
The speed of technical innovation is accelerating with consequences both scary and exciting for IT service desks and customer contact centres. "Today phones have voice recognition, plan the...
Provided by GoToAssist
-
White Papers
A Best-Practices Approach to Software Asset Management
Jul 2006
According to Gartner, 30 percent of large enterprises will experience at least one on-site software audit per year through 2008. What this means is, if you're not already vigilantly tracking what...
Provided by ManageSoft
-
Whitepapers
Six Trends in Sales Performance Management
Mar 2013
Observations for organizations investigating Sales Performance Management systems.
Provided by IBM
-
Whitepapers
Retail in the Smarter City
May 2012
Smarter City Documentary
Provided by IBM
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White Papers
5 Ways To Put Your CRM Data To Work For You And Your Customers
Aug 2011
How to phone-enable your CRM system to fully maximize the telephone as a sales, marketing, service and support channel. This paper explores the various ways that today's organizations are...
Provided by ANGEL
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White Papers
How do you know if your Talent Management Strategy is Creating Value
Mar 2010
Keeping up with the speed of business is no small task. Organizations today have constant and increasing pressures from shareholders, stock analysts, customers, and employees to execute better,...
Provided by Oracle
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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
Cautious Growth: Tending to Your Core Business
Jun 2009
When CEOs who are content specialists start or take over a company in their field, they can often become so involved in day-to-day operations that they lose sight of the other half of their...
Provided by SkillSoft
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Whitepapers
Understanding the Real End-User Experience: A Roadmap to Ensuring Quality Online Service
Oct 2008
The only way to be 100 percent sure how many customers are satisfied with their experience of web site is to track the experience of each individual customer. Until recently, however, the type of...
Provided by Compuware
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White Papers
Enabling Modern Healthcare: The Role of IT in Raising Productivity, Improving Outcomes and Supporting Patient-Centric Services
Feb 2008
The healthcare industry today faces huge challenges, due to ever increasing demands. Healthcare professionals are under pressure to continually improve the services they offer to care for a...
Provided by Fujitsu
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White Papers
Social CRM Comes of Age
Jan 2009
Since 2003, the impact of the social communications makeover has shifted ownership of the customer/company relationship to control in the hands of the customer - which changes how businesses must...
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
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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Case Studies
Brazilian Financial Giant Optimizes Client Service Using 3Com IP Telephony Solution
Jan 2009
Success is the goal of every company, but for some, like Sicredi (Sistema de Credito Cooperativo), growth comes with many communications challenges. To drive its growth, Sicredi relies heavily on...
Provided by 3Com
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Case Studies
Austrian Mobile Provider H3G Dials Up HP Software Professional Services - Saves Time and Improves Customer Service Via Configuration and Change Management Upgrade
Apr 2009
H3G provides 3G (third-generation) mobile communications services to more than 577,000 customers in Austria. The company wanted to improve customer service and reduce system management workloads...
Provided by Hewlett-Packard (HP)
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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
Oracle Consulting's 8 Steps to Building a Business Case for Change
Dec 2008
Business cases for IT enabled business transformation change must establish business and IT leadership alignment on the potential business value, cost, risk, timeline and, thus, priority, of the...
Provided by Oracle
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White Papers
Accurate Costing Is Key to Profitability
Jun 2009
Companies worldwide are confronting a period of extreme volatility in commodity and other prices as well as exchange rates. This has intensified the challenge of dealing with changing customer...
Provided by SAP
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Case Studies
MTCSC Google Search Appliance Deployment
May 2009
MTCSC specializes in applying integrated logistics support, enterprise solution development, engineering, technical and managerial expertise to solve the unique and complex challenges associated...
Provided by Google
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Case Studies
HP Services Delivers Global Managed Services Project at PZ Cussons
Sep 2008
PZ Cussons International Ltd, a leading manufacturer of personal healthcare products and Fast Moving Consumer Goods (FMCG), operates in 13 countries within Africa, Europe and the Asia-Pacific...
Provided by Hewlett-Packard (HP)
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White Papers
Improving Patient Care with a High-Performance CampusFabric
Jun 2009
The University of Rochester Medical Center (URMC), a large medical treatment and research campus in upstate New York, is the university's primary medical facility for education, research, and...
Provided by Cisco Systems
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White Papers
Managed Services for Mission Critical Communications
May 2009
The paper examines the case for Managed Services in the wireless communications industry. In particular it compares and contrasts the managed services needs and requirements of commercial,...
Provided by Motorola
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Whitepapers
SLA Monitoring in the Customer Service Environment: Meeting the Challenges With Operational Business Intelligence
Apr 2009
Putting customer needs in writing via a Service Level Agreement (SLA) can help ensure customer satisfaction, even in the customer service environment. The SLA defines what the company will deliver...
Provided by IBM
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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
Pfizer Australia - CRM Package Boosts Tendering Capabilities for Pharmaceuticals Distributor
Jun 2009
Pfizer Australia is a major supplier of medicines and medical products to Australia's hospitals and healthcare groups. When the company's biggest customers put major contracts up to tender,...
Provided by Microsoft
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Case Studies
Expertise of Technology Center Helps Financial Software Provider Meet Customer Demand
Jul 2009
Paris, France-based Altaven produces tax optimization software to help companies improve reporting and regulatory compliance, and realize tax savings. Altaven wanted to create a Web-based version...
Provided by Microsoft
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Case Studies
Baw Baw Shire Council Resolves More Constituent Queries First Time Round
Jun 2009
When Baw Baw Shire Council decided to replace its existing customer access request system to improve first-point-of-contact resolution of constituent enquiries, it found that no off-the-shelf...
Provided by Microsoft
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Case Studies
City Enhances Service Delivery With Automated Request Management
Jun 2009
To provide exceptional citizen service, the City of Bellevue, Washington, is committed to innovation and responsive government. In 2005, Bellevue launched its "Service First" initiative to...
Provided by Microsoft
