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customer support services
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Case Studies
Dresser Accelerates Lead-to-Order Process and Improves Pricing and Production Precision
Oct 2009
Dresser Inc. wanted to make it easier for customers to deal with the company from initial quote through to order delivery and gain greater visibility into production costs to ensure accurate...
Provided by Oracle
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Case Studies
Department of Human Services Assists More Than 5,500 Bushfire-Affected Families
Jun 2010
The Victorian government's Department of Human Services (DHS) provides rental housing, training, and employment to public housing tenants, child protection and youth services, and support to...
Provided by Oracle
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Case Studies
Eastman Kodak Company Optimizes Complex Enterprisewide ERP System With Minimal Downtime
Mar 2010
Eastman Kodak Company (Kodak) wanted to meet growing demands for performance, availability, and reliability for complex, enterprisewide SAP implementation on Oracle Databases and provide onsite...
Provided by Oracle
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White Papers
Why Premium Support Is More Effective Than Standard Support in the Financial Services Industry
Nov 2008
Financial services industry customers are challenged as never before to respond quickly - armed as they are with limited budgets - to accommodate rapid changes in technology and customer demand....
Provided by Symantec
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Case Studies
Lake County Upgrades ERP System on Time and Under Budget; Benefits From New Functionality
Jun 2010
Lake County decided to upgrade to Oracle E-Business Suite Release 12.1 to ensure continued Premier Support and to take advantage of enhanced application functionality. Lake County completed the...
Provided by Oracle
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White Papers
Take a Load Off Your Customers: Manage Mobility for Them
Apr 2010
It's no secret that mobility is becoming absolutely critical for business. IDC states that "70 percent of all workers will be mobile by 2010". A Forrester survey finds that today "46 percent of...
Provided by Sybase
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White Papers
Help Desk and the e-Mail Trap: An Analysis Outlining the Issues Surrounding e-Mail Based Support for IT and Customer Support Organizations
Sep 2008
The Help Desk function is too often seen as a necessary and grudging cost of doing business. It takes resources for what appears to be a non-productive burden - a necessary evil that subtracts...
Provided by Internet Software Sciences
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Case Studies
Giva Case Study: Patient Care Technology Systems
Jun 2008
Patient Care Technology Systems (PCTS) is a leading developer of intelligent workflow automation solutions and services which enable health care providers to improve the efficiency and safety of...
Provided by Giva
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Case Studies
Giva Case Study: iZ3D
Feb 2010
iZ3D Inc. is a leading innovator of 3D stereoscopic viewing display solutions. iZ3D was on a fast track to meet the initial launch of a major new 3D product with significant media coverage at a...
Provided by Giva
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Case Studies
For Good Customer Service It Pays to Think Lean
Sep 2009
VocaLink is a specialist provider of transaction services to banks, corporate customers and government departments. VocaLink wanted to improve the overall effectiveness and quality of the customer...
Provided by Fujitsu
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Case Studies
Fujitsu Re-Aligns Critical Processes to Support Business Growth
May 2010
Airtricity is Ireland's largest independent energy utility, supplying gas and electricity to over 250,000 customers. To support future business growth, Airtricity required a robust and scalable...
Provided by Fujitsu
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Case Studies
Danier Leather Converts Legacy Systems
Jun 2010
Danier Leather, Inc. operates 91 shopping mall, street-front, and "Power Centre" stores across Canada. They needed to automate their operations and centralize data management as well as a...
Provided by Fujitsu
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Whitepapers
Optimized Virtualization with Citrix, Dell & Intel
Aug 2010
To succeed in today's increasingly complex and demanding business environments, IT departments must be able to take on greater workloads, support greater demand for user productivity and manage...
Provided by Dell, Inc., Intel, Inc. & Citrix Systems
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White Papers
Achieving Profitable Growth Through Exceptional Customer Experience
Apr 2008
The very nature of telecommunications service provision is undergoing fundamental structural and business change. Almost everything connected with the 'Traditional' approach to service delivery is...
Provided by Datamonitor
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Case Studies
SAP Ramp-Up Speeds SAP for Media Upgrade
Apr 2008
One of the top U.S. newspaper companies, Cox Newspapers publishes 17 daily and 27 nondaily newspapers throughout the nation. Cox wanted to Obtain functionality available in new version of standard...
Provided by SAP
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Case Studies
SAP Business Communications Management Ensures Uninterrupted Customer Service
Dec 2007
Luottokunta's contact center comprises numerous teams as well as custom offerings for select customers such as banks. Trying to handle this complexity using the company's legacy telephony system...
Provided by SAP
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Case Studies
Spring Framework for an Electronic Equipment Company
Jul 2009
The customer, a large electronic equipment company, required spring framework resources to set up delivery centers for its customers and increase the level of support to global technology teams...
Provided by Satyam Computer Services
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Case Studies
Application Support Service for a Large Information Provider
Aug 2009
The customer is one of the largest information and news providers with operations in news gathering and distribution with a global presence. Primary areas of its interest include information from...
Provided by Satyam Computer Services
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Case Studies
24x7 Customer Support and Maintenance of Content Networking Solutions Suite
Aug 2009
The client is a leading global content distribution company that wanted to offer 24x7 customer support for the maintenance of their content networking solutions suite. The role involved providing...
Provided by Satyam Computer Services
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Case Studies
Order Management System for a Logistics Major
Jul 2009
The customer was facing tremendous pressure of meeting margins and Service Level Agreements, and wanted a Critical Services Logistics (CSL) application that would enable its users to incorporate...
Provided by Satyam Computer Services
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Case Studies
Brewing a Rewarding Customer Rebate Program
Jul 2010
Anheuser-Busch InBev NV (AB InBev), one of the world's top five consumer products companies, manages a portfolio of over 200 beer brands. To enhance its relationships with distributors and...
Provided by SAP
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Case Studies
Bharat Petroleum Chooses SAP Solution Manager to Enhance Knowledge and Support Its Customer Support Center
Mar 2010
Based in Mumbai, Bharat Petroleum (BPCL) was the first public-sector oil company in India to implement enterprise-wide resource-planning solutions, along with software from the SAP for Oil & Gas...
Provided by SAP
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White Papers
Driving the Real Value From a CRM Solution in a High-Volume Contact Center
Jun 2009
This white paper discusses the current state of high-volume contact centers. It considers the business and technical challenges involved in maintaining good customer support in the face of rising...
Provided by IDG (International Data Group)
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White Papers
Eclipse Aviation - CRM Business Transformation Study
Sep 2010
Learn how Eclipse Aviation was able to increase its sales productivity and customer service levels by using the newest release of the SAP Customer Relationship Management application and a...
Provided by SAP
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Case Studies
FAU's Students and Faculty Resolve 97% of Support Issues on Their Own Using Parature
Mar 2009
Florida Atlantic University (FAU) is most notably characterized by its distributed campus structure in which the university's programs and services are geographically dispersed. FAU faced was a...
Provided by Parature
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White Papers
Call Center Transformation: Turning Customer Experience Into Profits
Jul 2008
Running a call center efficiently while meeting customer expectations is a challenge that many organizations have not been able to meet - just think about ones own experience as a consumer. Some...
Provided by SAP
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White Papers
Answering Government's Call: How Outsourced Customer Care Centers Improve Service, Reduce Costs and Deliver Taxpayer Value
Oct 2008
Government entities are constantly challenged to do more with less. They have to run programs on a lean budget but still provide the information their constituents need. For that reason, agencies...
Provided by Affiliated Computer Services
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Case Studies
Turkiye Finans Adopts Server Patch Management Process, Improves Security
Sep 2010
Türkiye Finans Katýlým Bankasý is a leading Turkish bank with 182 branches, more than 3,350 employees, and more than 1 million customers. Lacking a formalized software update management process...
Provided by Microsoft
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Whitepapers
Drive Even Greater Efficiency With Virtualization
Mar 2010
This report examines the transition from a period of Strategic Consolidation to one of focused Process Improvement, stages two to three in Forrester's Virtualization Maturity Model. Through...
Provided by Hewlett-Packard (HP)
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Webcasts
User Experience Management Indicators for Business and IT Success
Sep 2010
In this Quest Software on-demand webcast, learn about the importance of user experience management indicators - and what they can do for your business. See how common indicators enable...
Provided by Quest Software, now a part of Dell
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White Papers
Maximizing Website ROI: The Crucial Role of High-Quality Search
Oct 2009
At a time when customers are conscious of new expenditures, organizations want solutions that provide substantive and fast ROI. Google search solutions provide a simple way to increase revenues...
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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White Papers
National Semiconductor Streamlines Corporate Search
Sep 2010
Simplifying corporate search was vital to improving the productivity of administrators and employees. Within a week of installing the Google Search Appliance, National Semiconductor doubled the...
Provided by Google
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Whitepapers
Developing eLearning Communities to Enhance Your Online Training Program
Sep 2010
This white paper explores how integrating eLearning with traditional learning methods can help training organizations increase productivity, create a larger learning base and achieve...
Provided by Citrix Online
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Whitepapers
The New World of Project Based Work
Sep 2010
This SPI white paper, based on the 2010 PS Maturity Model Benchmark survey, analyzes the market for remote service delivery and explores how a product like Citrix® GoToAssist®...
Provided by Citrix Online
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Whitepapers
The Power of Remote Support in Battling Today's Top Customer Support Issues
Sep 2010
This TSIA white paper identifies the 6 toughest issues impacting service and support organizations today and explores how remote support technology can successfully tackle each.
Provided by Citrix Online
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White Papers
Improving Customer Value Through Greater Insight Into Your ISV Applications
Jul 2009
This paper explores how the sophistication of the applications ISVs develop can lead to unintended impacts on customers as well as on internal development. The paper discusses how one can confront...
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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Webcasts
Secrets of Lead Generation Webinars
Jan 2010
You need your webinars to generate high numbers of leads, yet you don't want to alienate your audience with a too-hard sell. How do you strike that all-important balance between the needs of your...
Provided by Adobe Systems
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Webcasts
Secrets of Webinar Product and Management
Jan 2010
Managing and producing a great webinar isn't a one-shot deal: It's a process that involves your team and your audience in a dynamic two-way conversation that stretches from initial promotion to...
Provided by Adobe Systems
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Webcasts
Using Webinar to Engage Prospects
Jan 2010
Webinars can reach a huge number of potential sales prospects in a matter of minutes. But, the time and effort it takes to produce a Webinar that gets people engaged and involved starts long...
Provided by Adobe Systems
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Case Studies
Today's CRM helps SMBs speed sales cycle
Jan 2008
Current innovations in customer relationship management are making it possible to close deals faster. This technology is more accessible to midsize businesses than ever before. Discover how...
Provided by IBM
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White Papers
Top 10 Reasons for Using Server Online Backup and Recovery
Jan 2010
Data protection solutions that combine the latest advancements in disk-based backup with secure, integrated online technologies offer the fast, assured data recovery. This paper discusses the top...
Provided by Iron Mountain
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White Papers
Reputation Risk Avoidance: Retail Customer Safety
Jan 2010
The good reputation of a company is hard earned and easily lost. It is the most valued asset of all. One of the most important aspects of a reputation is the relationship of the company with its...
Provided by Roderick Retail Safety Institute
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White Papers
Is Convergence a Dirty Word?
Nov 2008
With the ever-increasing drive towards more efficient work practices, improved customer service and reducing the regulatory burden, government agencies are increasingly looking to ICT and business...
Provided by Customer Management Technologies
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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
Nortel and Microsoft Integrated Unified Communications: Transforming Business Communications Today
Mar 2008
The promise of unified communications has been well documented by the analyst and technical community. It has become well-recognized as a powerful tool in enterprises' continuous need to improve...
Provided by Nortel Networks
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White Papers
Customer Experience 2.0: Delivering Competitive Differentiation in a Web 2.0 World
Apr 2008
The first generation of the Internet provided a new, low-cost method of providing information to customers in a self-service environment but ultimately did not change the way that businesses...
Provided by Nortel Networks
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White Papers
Centralized Versus Distributed Unified Communications Systems: Convergence Options for the Customer-Driven Enterprises
Aug 2008
Unified communications provides connectivity anytime, anywhere, anyhow, with a common look and feel adapted to the device used and to the available capabilities. Unified communications delivers...
Provided by Nortel Networks
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Case Studies
DAB Bank AG Closes Integation Loop With Siebel CRM and Reaps Highest Loyalty in Its Business Sector
Nov 2009
DAB Bank AG wanted to rebuild the customer confidence lost as a result of the banking crises and identify and convert opportunities arising as a result and ensure efficient interaction with new...
Provided by Oracle
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Case Studies
Texas Baptists Standardizes Operations and Improves Constituent Relationships With CRM
Nov 2009
Texas Baptists wanted to replace disparate legacy Customer Relationship Management (CRM) systems to improve ease-of-use and eliminate inefficient processes across the organization and validate and...
Provided by Oracle
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Case Studies
JohnsonDiversey, Inc. Increases Sales Visibility and Supports Client Retention With Hosted CRM Solution
Nov 2009
JohnsonDiversey Inc. wanted to replace the company's legacy Customer Relationship Management (CRM) system with a user-friendly solution to facilitate adoption by the North American sales team,...
Provided by Oracle
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Case Studies
NLB Tuzlanska Banka Boosts Performance of Retail and Corporate Platform by 30%
Nov 2009
NLB Tuzlanska banka wanted to ensure continued resilience, performance, and scalability of the Bank's IT infrastructure, which serves as the foundation for all client-facing and back-office retail...
Provided by Oracle
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Case Studies
International School Cuts Configuration Costs by Approximately 83 Per Cent and Gives Pupils Future-Ready Education With Dell Tablet Solution
Sep 2009
The international school wanted to equip its secondary school pupils with reliable tablets that were hard wearing and could be deployed quickly. The school's goal was to find a tablet solution...
Provided by Dell
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Case Studies
Dell Works With Private Healthcare Provider to Build a Hospital of Excellence and Innovation in Portugal
Mar 2009
Espirito Santo Saude wanted to partner with an IT solution provider to help it build its infrastructure for a new, technologically advanced hospital. Espírito Santo Saude needed an end-to-end...
Provided by Dell
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Case Studies
Engineering Consultancy Receives 13 Recommendations for Future Development With Dell's IT Simplification Assessment Service
Aug 2009
Halcrow, a leading engineering consultancy, wanted confirmation that it was on the right track with its IT environment and to benchmark its infrastructure against other firms in the industry. Dell...
Provided by Dell
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Webcasts
HP Operations Manager: Monitor heterogeneous IT environments, reduce management costs, and speed time to problem resolution
Sep 2009
This on-demand webinar discusses how to cut the costs of managing your heterogeneous IT infrastructure and reduce the time it takes to resolve problems. In this webinar, you will learn: Why...
Provided by Hewlett-Packard (HP)
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Webcasts
Bridging the Embedded Software Development Gap
Dec 2008
Forrester Senior Analyst Roy Wildeman as he discusses how embedded software raises both the rewards and risks of product innovation. During this Webcast you will learn from Forrester about key...
Provided by IBM
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White Papers
Measuring the Total Economic Impact of Content Delivery Using Adobe Flash Media Server
Jan 2009
Adobe Flash Media Server provides a secure and affordable alternative to progressive downloading of content and can be used directly by the content provider or indirectly through a content...
Provided by LimeLight
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Webcasts
Building an Efficient IT Infrastructure: Virtualizing Tier1 Applications
Dec 2009
Customers of all sizes are virtualizing mission-critical Exhange environments. This webcast focuses on real world examples and best practices for implementing and managing a virtualized Exchange...
Provided by EMC
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Webcasts
How to Improve Customer Service
Dec 2009
Your customers and managers have different needs, putting enormous pressure on your service department. Rich Caballero, vice president of product management at Oracle, explains how a good customer...
Provided by Oracle
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Webcasts
Delivering a "Wow" Customer Experience
Dec 2009
In today's environment, companies can't just compete on price and product. They must also deliver a great customer experience. Rich Caballero, vice president of product management at Oracle,...
Provided by Oracle
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Case Studies
Centre Wellington Centralizes Data, Improves Citizen Service With Microsoft CRM
Nov 2009
Centre Wellington is the largest municipality in Wellington County and ranks among one of the fastest growing communities in the province of Ontario. To improve its citizen service delivery,...
Provided by Microsoft
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Case Studies
Texas Instruments Gains Technical Acumen and Boosts Scalability of Customer Solution
Nov 2009
Texas Instruments needed to improve the performance of a key order-taking solution used by engineering customers. The company attended a Proof-of-Concept workshop at a Microsoft Technology Center...
Provided by Microsoft
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Case Studies
Credit Bureau Employs Enterprise Support Plan to Optimize IT Infrastructure, Innovate
Nov 2009
The leading credit bureau of Brazil, SERASA Experian provides credit validation services to businesses and individuals alike. Not surprisingly, of the company's 3,000 employees, a team of 500 is...
Provided by Microsoft
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Case Studies
TDC Saves $700,000 Annually With Microsoft Customer Care Framework
Nov 2009
TDC found that its disparate CRM legacy systems were simply no longer equipped to support the aggressive sales strategy that the company was poised to implement. The customer care system being...
Provided by Microsoft
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Case Studies
Newport City Council Boosts Customer Service With Citizen-Centric Approach to CRM
Nov 2009
The contact center at Newport City Council serves as a central hub for all inquiries from a population of 137,000. The council's IT department had already invested in new infrastructure and...
Provided by Oracle
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Case Studies
Harvard Pilgrim Health Care Integrates Customer Information to Improve Service and Sales Initiatives
Nov 2009
Harvard Pilgrim Health Care, Inc. wanted to integrate sales and service systems to improve internal and external customer service and identify key healthcare insurance accounts for up-selling. The...
Provided by Oracle
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Case Studies
BloomNet Improves Quality of Customer Service With Hosted Customer Relationship Management Solution
Oct 2009
BloomNet wanted to provide a Customer Relationship Management (CRM) solution that enables the company to meet the unique, business-to-business needs of its floral industry customers and improve...
Provided by Oracle
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Case Studies
Koninklijke Vopak Standardizes Customer Management to Better Understand and Serve Its Customers
Oct 2009
Koninklijke Vopak wanted to create a standardized customer experience for companies using Vopak services across multiple sites and subsidiaries and allow Vopak to appear as a single entity to...
Provided by Oracle
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White Papers
Volume Activation Operations Guide
Jun 2009
Microsoft® Volume Activation helps Volume Licensing customers automate and manage the activation process. This document provides operational guidance for Volume Licensing customers who have...
Provided by Microsoft
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Webcasts
Business Productivity Online Suite - Highly Secure and Reliable Cloud Services
Nov 2009
Learn about fully hosted productivity tools in the cloud with Microsoft® Business Productivity Online Suite (BPOS). With real time communication and collaboration tools, including, instant...
Provided by Microsoft
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Case Studies
Always There Support and World Class Infrastructure Made a Winning Combination
Sep 2009
Founded in 1999, Atlantic QMS worked with numerous technology incubators, launching the pioneering the web based carbon offset company Future Forests as well as the original networking site...
Provided by NaviSite
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White Papers
Microsoft Online Services Business Value
Jun 2009
This white paper describes the value of world-class, on-demand services that are provided by an industry leader, includes example cost savings for a typical deployment, and provides information...
Provided by Microsoft
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Whitepapers
Support Strategies: Customer Experience Management
Nov 2009
Customer experience is the most powerful tool available today for distinguishing your company from competitors ? each contact with the customer offers an opportunity for strengthening your...
Provided by Citrix Online
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Whitepapers
Best Practices for Translating Customer Satisfaction into Revenue
Nov 2009
Today's support organisations are focused on two top-level metrics: financial results and customer satisfaction. For most, it's easy to track financial performance, but customer satisfaction is...
Provided by Citrix Online
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White Papers
Multi-Focal Learning and Its Application to Customer Service Support
Sep 2009
In this paper, the authors formalize a multi-focal learning problem, where training data are partitioned into several different focal groups and the prediction model will be learned within each...
Provided by Association for Computing Machinery
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White Papers
Customer Services and Their Role for Industrial Small and Medium Companies
Apr 2009
The aim of this paper is to present the problems of customer services and their important role for small and medium companies from the theoretical view. Customer services are kind of services...
Provided by Brno University of Technology
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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
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
Adobe® LiveCycle® Managed Services
Feb 2010
This paper discusses Adobe LiveCycle ES2, an enterprise software environment that propels innovation by delivering interactive customer experiences. Learn how to reduce up front capital...
Provided by Adobe Systems
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Podcasts
Driving Customer Service Success in the Cloud With Microsoft Dynamics CRM Online
May 2010
More and more companies are discovering that they can run their customer service operations from the cloud and deliver more responsive service at a lower cost. Through this podcast one will learn...
Provided by Microsoft
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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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Whitepapers
Resolving Bull Whip Effect Over Supply Chain Using MAS, CBR and DMS
Oct 2011
The bullwhip effect is the magnification of demand fluctuations, not the magnification of demand. Whenever demand increases and decreases, the bull whip effect are evident in a supply chain. When...
Provided by International forum of researchers Students and Academician
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Podcasts
Accela Video White Paper: Circumstances and Customers Have Changed Has Your Loyalty Program Kept Pace?
Dec 2010
While everyone knows it is much easier to retain customers than to land new ones, customer loyalty programs are struggling to help retain customers in today's shifting market. This video...
Provided by Oracle
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White Papers
Executive Dialogue: Finding Customer Loyalty in a Multichannel World
Dec 2010
In a world where marketing resources are scarce and acquiring new customers is increasingly difficult, it's more important than ever to retain customers. Unfortunately, it's also more challenging....
Provided by Oracle
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Podcasts
Executive Dialogue PODCAST: Finding Cusomer Loyalty in a Multichannel World
Dec 2010
In a world where marketing resources are scarce and acquiring new customers is increasingly difficult, it's more important than ever to retain customers. Unfortunately, it's also more challenging....
Provided by Oracle
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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
Delivering an Exceptional IT Support Experience: Eight Key Factors for Success
Dec 2010
The voice of the customer is changing expectations of IT support. Those organizations whose business it is to deliver IT solutions will need to shift their attention to meeting and exceeding these...
Provided by Communico
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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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Case Studies
The Joint Service-Oriented Integration Platform of Fujitsu and Software AG Improves the Efficiency of the German Federal Securities Administration's Call Centers
Feb 2008
The German Federal Securities Administration (BWpV) plays a significant role in Germany's debt management. BWpV wanted new interactive options for customers using telephone banking with Seamless...
Provided by Fujitsu
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Case Studies
LBC - Transforming Into a Multi-Service Company
Jan 2011
Incorporated in the 1950s as a brokerage & air cargo service provider, LBC had been evolving into a variety of organizational transformations to catch up with current market trends. A part of its...
Provided by Fujitsu
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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
How to Select a CRM System: Nine Factors to Consider When Evaluating CRM
Feb 2006
Customer Relationship Management (CRM) has emerged in the past few years as a "Must have" business strategy. CRM can reduce sales and service costs and maintain a comprehensive view of customers....
Provided by Technology Advisors
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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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White Papers
Customer Service Management: Towards a Management Information Base for an IP Connectivity Service
Nov 2007
Customer Service Management (CSM) offers a management interface between customer and service provider, which enables customers to individually monitor and control their subscribed service. This...
Provided by Leibniz Supercomputing Centre
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White Papers
Closed Loop Performance Management: Closing the Gap between Strategy & Execution
Feb 2011
Formal performance-management (PM) methodologies and solutions can give organizations the discipline to prosper during difficult economic times while providing the flexibility to pursue...
Provided by SAP
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White Papers
A Ubiquitous Care-Support Service Based on Agent-Oriented Multiple-Context Coordination
Sep 2007
This paper presents a gentle system for supervising care-support services that fulfill users' actual requirements based on their physical locations and statuses of system components in ubiquitous...
Provided by Academy Publisher
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White Papers
Rollout Delivery Team Comparison for Large Multi-Site Technology Deployments
Jan 2011
This paper is designed to provide an understanding of the different scenarios that can be applied when considering the fundamentals utilized for a technology rollout system. The three technology...
Provided by Concert Technologies
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White Papers
Business Process Management II: Best Practices of Boeing and UPS
Oct 2006
This executive summary is a follow up report to APQC's 2005 "Business Process Management" Best- practice Report. It digs deeper into how organizations are navigating the transition from...
Provided by APQC
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Webcasts
Webinar: Powerful Control of Privileged Users
Mar 2011
In this webinar learn about Privileged User Management and why organizations need it. The challenges of Privileged User Management will be discussed as well as the CA Technologies solution for...
Provided by CA
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White Papers
White Paper: Five Keys to a Successful Identity & Access Management Implementation
Mar 2011
Using these five best practices to guide an IAM implementation brings numerous benefits. For one, the phased approach enables you to quickly realize value from your investment, rather than waiting...
Provided by CA
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White Papers
IDC Report: CA Automation Suite Paves the Way for Cloud
Mar 2011
This white paper describes how virtualization and cloud initiatives are creating new types of management challenges across physical and virtual data center environments. It explains why...
Provided by CA
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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
Forrester Case Study Report on Lotus Notes/Domino V8.5 Economic Benefits
Mar 2011
In this prerecorded Webcast, senior Forrester analysts present a Total Economic Impact (TEI) case study summary on Lotus Notes and Domino 8.5. The Forrester TEI methodology, developed by Forrester...
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
Nigerian Bank Transforms Customer Service With Enhanced Communications
May 2008
Diamond Bank is a strong financial services institution with an effective presence in its home market, which Need to support business growth while reducing costs with desire to improve customer...
Provided by Cisco Systems
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Whitepapers
Data Migration Management: A Methodology - Sustaining Data Integrity for Going Live and Beyond
Mar 2011
As you prepare to embark on an ERP implementation or to upgrade an existing system, you have a lot to juggle and plan. You know the horror stories of "go-lives" going bad but you aren't sure how...
Provided by SAP
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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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Whitepapers
IBM's Banking Data Warehouse and Basel II
Dec 2005
Financial institutions are facing a series of related risk and compliance challenges. These include Basel II and IFRS/IAS. The pace of change driven by the compliance challenges will be different...
Provided by IBM
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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
Microsoft Office Outlook 2007 With Business Contact Manager Product Overview
Feb 2007
Microsoft Office Outlook 2007 with Business Contact Manager offers powerful customer and contact management to help one save time, improve sales and marketing, and deliver better customer service....
Provided by Microsoft
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Case Studies
The International Language of Business
Sep 2010
This Forrester infographic illustrates intriguing meeting and business communication behaviors around the globe.
Provided by Citrix Online
