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Continuous Customer Dialogues: Strategies for Growth and Loyalty in Multi-Channel Customer-Oriented Organizations

by Infor

December 2008 - (Free Research) The need for customer insight and responsiveness to that insight is the foundation and driving rationale for the emerging CRM concept of continuous customer dialogue through multi-channel touchpoints.

(WHITE PAPER)

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Consolidation 2.0: Consolidation Trends in Contact Center Technologies and Operations

by CosmoCom, Inc.

October 2008 - (Free Research) This white paper explains the benefits of Consolidation 2.0 and shows how it best meets the demands of today's global business environment.

(WHITE PAPER)

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E-Book: Capitalizing on Unified Communications in the Call Center

by CosmoCom, Inc.

November 2008 - (Free Research) In this E-book, find out how unified communications (UC) is altering the call center technology landscape and how some organizations have successfully adopted UC to extend the call center into the enterprise.

(WHITE PAPER)

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SIP Communication for Dummies 2nd Edition

by Avaya Inc.

November 2008 - (Free Research) Read more about improving your communications and simplifying the device-centric world with SIP Communications for Dummies 2nd Edition.

(WHITE PAPER)

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Contact Centers for Dummies

by Avaya Inc.

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.

(WHITE PAPER)

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Midsize Communications Solutions for Dummies

by Avaya Inc.

November 2008 - (Free Research) Midsize Business Communications for Dummies explores the unique challenges faced by midsize businesses and how intelligent communications can improve interactions across employees, suppliers and customers.

(WHITE PAPER)

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Need to Reduce your Telecom and I.T Costs? Nuance can Help with Speech-Driven Packaged Applications

by Nuance

December 2008 - (Free Research) Join this podcast to learn more about a solution that drastically reduces switchboard staffing costs and improves efficiency.

(PODCAST)

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Webcast: Need to Reduce your Telecom and I.T Costs? Nuance can Help with Speech-Driven Packaged Applications

by Nuance

December 2008 - (Free Research) Join this webcast to learn more about a solution that drastically reduces switchboard staffing costs and improves efficiency.

(WEBCAST)

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Implementing a Telecommuting Program

by Avaya Inc.

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.

(WHITE PAPER)

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Go Green and Increase Profitability with Virtual Contact Centers

by Avaya Inc.

June 2008 - (Free Research) This paper summarizes for contact center managers the facts and fiction regarding the environmental benefits of home agent programs.

(WHITE PAPER)

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Extraordinary Customer Service

by Avaya Inc.

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.

(WHITE PAPER)

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Roadmap for Implementing a Multi-Site IP Contact Center

by Avaya Inc.

May 2008 - (Free Research) Explore a three-part guide to identifying the potential presented by Internet Protocol (IP), building a business case for migration to IP and ultimately designing and implementing an IP infrastructure.

(WHITE PAPER)

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IP Enabled Contact Centers: Lowering Costs, Raising the Customer Experience

by Avaya Inc.

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.

(WHITE PAPER)

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Case Study: Children's Memorial Hospital

by ABS Associates, Inc.

July 2008 - (Free Research) In this case study Children's Memorial Hospital engaged ABS to provide consulting services. Learn how ABS optimized the hospital's help desk support system, and cut the figures for monthly average abandoned calls and open tickets in half.

(CASE STUDY)

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The Match Game: Is Offshoring a Fit for Your Help Desk Outsourcing Strategy?

by ABS Associates, Inc.

February 2008 - (Free Research) Let's examine the pros and cons of each as well as different situations where one or the other is the ideal match for your service desk strategy.

(WHITE PAPER)

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E-Book: From Web to Phone: Using Interactive Speech Applications to Automate Business Processes

by Angel.com

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.

(WHITE PAPER)

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Virtual Call Center - Five Simple Strategies to Make Your Support Center Callers Smile

by Angel.com

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.

(WHITE PAPER)

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Managing Customer Profitability with Martha Rogers

by Portrait Software

December 2008 - (Free Research) Listen to Martha's podcast for best practices on building customer profitability through CSRs and tips for treating each customer as an individual.

(PODCAST)

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The Profit-Minded Contact Center - Building an ROI Case for Customer Interaction Solutions in Financial Services.

by Portrait Software

September 2008 - (Free Research) This whitepaper shows you how contact centers can deliver differentiated customer service, build more profitable customer relationships and demonstrate the ROI on customer interaction solutions.

(WHITE PAPER)

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SIP Trunking in the Next-Generation Contact Center

by Acme Packet

December 2008 - (Free Research) This session will also explore some customer case studies to show how early adopters of SIP trunking in contact centers have successfully managed these issues, and examines some of the unexpected implementation challenges and benefits they've encountered.

(WEBCAST)

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Benefits and Advantages of Recording and Archiving Calls

by Teleformix

July 2008 - (Free Research) This whitepaper examines the value of call monitoring and call archiving. It introduces a robust new call monitoring, recording and archiving solution ECHO.

(WHITE PAPER)

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Fibre Channel over Ethernet Storage Networking Evolution

by Cisco Systems, Inc.

November 2008 - (Free Research) This document discusses the need for unified I/O and describes the phases of unified I/O along with FCoE deployment and the benefits of each phase.

(WHITE PAPER)

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Switching on the Virtual World: The Role of Fabric-Driven Services for the Virtualized Environment

by Cisco Systems, Inc.

October 2008 - (Free Research) Virtualization in the data center is widely accepted and deployments are growing at a fast clip, the advantages of virtualizing servers, networks and storage are compelling: consolidating and utilizing resources.

(WHITE PAPER)

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Empowerment as a Growth Strategy: How Empowering Customer-facing Employees Leads to Extraordinary Results

by Oracle Corporation

August 2008 - (Free Research) Discover how empowering key customer-facing employees is the new path to achieving extraordinary, sustainable results. Read this white paper to learn four best practices on how establish an employee empowerment strategy.

(WHITE PAPER)

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On Demand Remote Desktop Support Trial

by NTR Global

August 2008 - (Free Research) Download this trial and learn how to provide remote technical support to customers and remote/mobile workers without leaving your office.

(DEMO)

VIEW ABSTRACT | GO TO DEMO

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