September 2008 - (Free Research) Achieving "customer intimacy" is the fundamental basis of solid business strategy. In this videocast, Don Van Doren of UniComm Consulting explains what UC is and is not and how it can enhance the nature of customer interactions.
November 2008 - (Free Research) This guide provides a high-level approach to the different methodologies with lots of information not only on running contact centers, but also on implementing technology in contact centers in a profitable way.
August 2008 - (Free Research) This paper examines how Call Centers in a number of industries have been able to significantly improve agent performance while reducing cost by using Agent Power Planning and Scheduling from Desk flex.
October 2008 - (Free Research) This paper explores key benefits and unique applications of Interactive Voice Response (IVR) and call center solutions for the retail industry.
October 2008 - (Free Research) This paper highlights five simple strategies any organization should consider to cost-effectively increase the level of service of their support lines.
July 2008 - (Free Research) This paper explores how Internet Protocol (IP) can be leveraged to lower the cost of enhancing customer service via the contact center.
March 2008 - (Free Research) Contact centers are becoming primary interaction points for many customers. Learn how to make these important interactions more personalized and intelligent for customer retention and increased sales opportunities.
June 2008 - (Free Research) This paper summarizes for contact center managers the facts and fiction regarding the environmental benefits of home agent programs.
May 2008 - (Free Research) This white paper discusses the challenges surrounding implementing a multi-site contact center and a solution that can assist you in making a smooth transition.
June 2008 - (Free Research) To achieve the necessary continuity in a post-merger environment, HR must synchronize many processes, data sources, and other moving parts in a compressed timeframe--all while maintaining existing service levels for all employees.
July 2008 - (Free Research) After evaluating a number of free and fee-based services, PlumChoice’s team selected the Citrix® GoToAssist Web-based support service.
June 2008 - (Free Research) This paper discusses several issues related to implementing a telecommuting home worker program for contact center agents. Certainly, the particular requirements of each company will dictate the extent to which these and other concepts are implemented.
June 2008 - (Free Research) Home agents represent an opportunity to expand and improve your call center team. And they can be a form of insurance to keep your business running if disaster strikes. This white paper contains best practices for developing a Home Agents program.
September 2008 - (Free Research) Running SAS Warranty Analysis on the SAS Enterprise BI Server enhances Whirlpool's investment in an SAP R/3 operational environment for in-depth analysis and easy reporting on issues.
February 2008 - (Free Research) A basic platform for successful customer responsiveness is an IP-based call center, also known as a customer contact center.
October 2008 - (Free Research) This document illustrates how outsourcing fax communications allows you to decrease operational costs, scale capacity up and down, meet compliance and security requirements, and reduce vendors.
November 2008 - (Free Research) Speech applications have long promised a strong return on investment by automating routine call center tasks and reducing live operator costs. This white paper gives more details.
November 2008 - (Free Research) An effective fraud detection system makes consumers feel safe and welcome by learning their behavior, protecting their account information, and responding appropriately to risk with knowledge of internal changes as well as global fraud patterns.
October 2008 - (Free Research) LogRhythm is a cross-platform log management program that provides a multitude of functions to manage audit files and IT security management processes.
June 2008 - (Free Research) Extraordinary Customer Service explores the contact center as a strategic part of your enterprise--where you can leverage differentiated services to provide a superior customer experience that can build brand loyalty and increase profits.
August 2008 - (Free Research) In this case study, Jobfox was looking for a customer service system with self-service capabilities, automation and reporting. Learn how Parature Customer Service software was the solution with its ease of use and maintenance, and rapid deployment.
September 2008 - (Free Research) A mobile salesforce and workforce can respond more urgently to business opportunities, recover from problems faster and address customer problems more quickly. Read this paper to learn the benefits of mobilization.
