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Categories Browse Directory   Business Solutions     Customer Service       Call Center Management Filter results by: All document types Analyst Reports Articles Case Studies Demos E-Learning Tutorials Podcasts Videos Vendor White Papers Webinars Sort results by: Relevance | Date | Company | Price  Research 1 - 25 of 36 | Next Page Moving Beyond the Queue - Focusing on the Real-Time Customer by Inova Solutions     (VENDOR WHITE PAPER) May 01, 2008 - (Free Research) In this paper, Tim Montgomery, a highly regarded industry consultant, speaker and author explores new ideas on ways every call center can keep up with new customer demands.   VIEW ABSTRACT | GO TO VENDOR WHITE PAPER E-Book: Making Real-time Information a Reality in the Contact Center by Genesys Co.     (E-LEARNING TUTORIAL) September 2008 - (Free Research) This E-book from SearchCRM.com explores best practices and strategies for using real-time information in the call center.   VIEW ABSTRACT | GO TO E-LEARNING TUTORIAL Success Story: Communications - AT&T by Genesys Co.     (CASE STUDY) May 2008 - (Free Research) Cingular wanted to meet a goal of answering 92% of all customer calls before abandonment, without adding staff. After careful consideration, it chose Informiam to meet that goal.   VIEW ABSTRACT | GO TO CASE STUDY Using Real-Time Information to Improve Contact Center Performance by Genesys Co.     (PODCAST) May 2008 - (Free Research) From this 15-minute podcast, you'll walk away with ideas about how real-time analytics can enhance call center performance and how to execute on a real-time strategy in your call center.   VIEW ABSTRACT | GO TO PODCAST Automated Disaster Recovery with VMware SRM and Dell EqualLogic iSCSI SANs by Dell, Inc     (VENDOR WHITE PAPER) September 2008 - (Free Research) Dell EqualLogic™ PS Series arrays and VMware® Site Recovery Manager (SRM) software provide integrated, cost-effective, automated site recovery and testing for enterprise data centers.   VIEW ABSTRACT | GO TO VENDOR WHITE PAPER Call Center Management: Planning, Scheduling, Historical and Real Time Statistics by DeskFlex     (VENDOR WHITE PAPER) 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.   VIEW ABSTRACT | GO TO VENDOR WHITE PAPER Benefits and Advantages of Recording and Archiving Calls by Teleformix.     (VENDOR WHITE PAPER) July 2008 - (Free Research) ECHO digital recording solution brings a whole host of advantages, including dispute resolution, liability management, evaluation support, and more.   VIEW ABSTRACT | GO TO VENDOR WHITE PAPER Implementing a Telecommuting Program by Avaya, Inc     (VENDOR WHITE PAPER) 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.   VIEW ABSTRACT | GO TO VENDOR WHITE PAPER Go Green and Increase Profitability with Virtual Contact Centers by Avaya, Inc     (VENDOR WHITE PAPER) June 2008 - (Free Research) This paper summarizes for contact center managers the facts and fiction regarding the environmental benefits of home agent programs.   VIEW ABSTRACT | GO TO VENDOR WHITE PAPER Best Practices for Remote Support and Services by Citrix Online-GotoAssist     (CASE STUDY) 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.   VIEW ABSTRACT | GO TO CASE STUDY Case Study: Children’s Memorial Hospital by ABS Associates Inc.     (CASE STUDY) July 2008 - (Free Research) In this case study Children’s Memorial Hospital engaged ABS to provide a variety of 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.   VIEW ABSTRACT | GO TO CASE STUDY The Match Game: Is Offshoring a Fit for Your Help Desk Outsourcing Strategy? by ABS Associates Inc.     (VENDOR WHITE PAPER) 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.   VIEW ABSTRACT | GO TO VENDOR WHITE PAPER Extraordinary Customer Service by Avaya, Inc     (VENDOR WHITE PAPER) 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.   VIEW ABSTRACT | GO TO VENDOR WHITE PAPER Roadmap for Implementing a Multi-Site IP Contact Center by Avaya, Inc     (VENDOR WHITE PAPER) 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.   VIEW ABSTRACT | GO TO VENDOR WHITE PAPER IP Enabled Contact Centers: Lowering Costs, Raising the Customer Experience by Avaya, Inc     (VENDOR WHITE PAPER) 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.   VIEW ABSTRACT | GO TO VENDOR WHITE PAPER 5 Ways to Improve Customer Service in a Down Economy by OpenSpan     (WEBINAR) August 2008 - (Free Research) In today’s “do more with less” environment, it becomes increasingly important to focus on simplifying customer interaction without increasing cost. The Webinar highlights 5 ways to improve the customer experience in a highly cost effective manner.   VIEW ABSTRACT | GO TO WEBINAR The Profit-Minded Contact Center - Building an ROI Case for Customer Interaction Solutions in Financial Services. by Portrait Software.     (VENDOR WHITE PAPER) 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.   VIEW ABSTRACT | GO TO VENDOR WHITE PAPER Real-Time Field Force Optimization: Dynamic Scheduling & Dispatch as SLM Best Practice by Astea International Inc. (E-mail this Company)     (VENDOR WHITE PAPER) September 2005 - (Free Research) This paper explores how the use of scheduling technology can help companies attain and extend the benefits of SLM by providing service-aware dispatching tools that can greatly improve the efficiency of technicians and dispatchers alike--simultaneously improving service levels and reducing cost.   VIEW ABSTRACT | GO TO VENDOR WHITE PAPER Service Lifecycle Management for IT Equipment - Tackling the Profitability Crunch by Astea International Inc. (E-mail this Company)     (VENDOR WHITE PAPER) August 2005 - (Free Research) The IT Equipment Service market is riddled with complexity, plagued by competition & challenged by shrinking margins. This paper provides insight from recent conversations with leading service companies to discover how SLM principals are being used to combat the complexity, growing competition & shrinking profit margins in the IT Services Industry   VIEW ABSTRACT | GO TO VENDOR WHITE PAPER Maximize the Business Value of Datacenters with Intel, IBM and VMware by IBM.     (VENDOR WHITE PAPER) October 2008 - (Free Research) In this document you will see how high performance virtualization solutions running on IBM and Intel technology can provide increased agility for your business.   GO TO VENDOR WHITE PAPER Jobfox Stays ahead of Brisk Growth with Customer Self-Service by Parature Inc.     (CASE STUDY) 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.   VIEW ABSTRACT | GO TO CASE STUDY Presentation Transcript: Leveraging Advanced Management in a Virtual Environment by CA.     (VENDOR WHITE PAPER) September 2009 - (Free Research) Read this transcript from an expert Q&A videocast to get key tips on advanced virtualization management and the answers to the most recently asked questions by IT administrators.   VIEW ABSTRACT | GO TO VENDOR WHITE PAPER Keeping Your Workforce Connected by Cisco Systems, Inc     (VENDOR WHITE PAPER) March 2008 - (Free Research) Keeping a workforce connected to people and to data anytime, anywhere, is a big step toward boosting operational efficiency. In this whitepaper learn how IP (Internet Protocol) communications and Virtual Private Networks (VPNs) can help your business.   VIEW ABSTRACT | GO TO VENDOR WHITE PAPER Intelligent Call Handling - Optio Improves Customer Responsiveness by Cisco Systems, Inc     (WEBINAR) February 2008 - (Free Research) Optio Software depends on Cisco Unified Communications to deliver more responsive customer service and better manage worldwide operations.   VIEW ABSTRACT | GO TO WEBINAR Winning Strategies for Customer Responsiveness - An Article from IQ Magazine by Cisco Systems, Inc     (ARTICLE) February 2008 - (Free Research) A basic platform for successful customer responsiveness is an IP-based call center, also known as a customer contact center.   VIEW ABSTRACT | GO TO ARTICLE 1 - 25 of 36 | Next Page

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