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.
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) 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.
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.
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.
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.
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.
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) 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.
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.
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.
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.
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) 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.
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.
As a leading software customer support solution for small companies to the world's largest organizations, the ExtraView Customer Support solution features comprehensive customer support management functionality based on the ExtraView platform.
November 2008 - (Free Research) Read more about improving your communications and simplifying the device-centric world with SIP Communications for Dummies 2nd Edition.
November 2008 - (Free Research) Intel conducted a series of studies to analyze the potential benefits of each technology and to begin to develop a targeted strategy for delivering client virtualization to our users. Read this document to review the findings.
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.
OASIS Professional Liability is a component-based, fully integrated insurance processing system, that supports full-service professional liability insurance companies, third party claims administrators, and self-insured entities.
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.
TechTarget provides enterprise IT professionals with the information they need to perform their jobs - from developing strategy, to making cost-effective IT purchase decisions and managing their organizations' IT projects - with its network of technology-specific Web sites, events and magazines.
