BOOK - 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.
Posted: November 21, 2008 | Published: November 21, 2008


Topics:  Call Centers | CRM | Customer Satisfaction | Enterprise | Internet | SOA | Web Services

WHITE PAPER - BPA solutions provide the tools, technologies, and infrastructure to automate complex business processes end to end in order to help increase competitive advantage and deliver tremendous value and visibility to your business.
Posted: November 18, 2008 | Published: November 18, 2008


Topics:  Business Process Automation | Call Centers | Financial Services | Sales | SWIFT

WHITE PAPER - BPA solutions provide the tools, technologies, and infrastructure to automate complex business processes end to end in order to help increase competitive advantage and deliver tremendous value and visibility to business.
Posted: November 18, 2008 | Published: November 18, 2008


Topics:  Business Process Automation | Call Centers | RFID | SQL Server | Supply Chain Management | TCO | UCCnet

WHITE PAPER - Read this E-Guide and explore how constructing your service organization around SIP and utilizing SIP-based contact center can make managing premium service channels more effective and interactively guide lower-value clients.
Posted: November 6, 2008 | Published: November 6, 2008


Topics:  Call Center Management | Call Centers | CRM | Customer Service | Instant Messaging | Marketing | SIP | VoIP

WHITE PAPER - 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.
Posted: November 4, 2008 | Published: November 4, 2008


Topics:  Business Processes | Call Centers | CRM | Customer Service | Marketing | Vendors | VoIP

WHITE PAPER - 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.
Posted: November 3, 2008 | Published: November 3, 2008


Topics:  Call Center Management | Call Centers | Collaboration | Communications Systems | Customer Service | Productivity | ROI | Unified Messaging

WHITE PAPER - This paper highlights five simple strategies any organization should consider to cost-effectively increase the level of service of their support lines.
Posted: October 29, 2008 | Published: October 29, 2008


Topics:  Call Centers | CRM | Databases | Hardware | IVR | Productivity | Software

WEBCAST - Check out this webcast to learn how true customer insight removes obstacles and combines data in new ways to make previously hidden trends, interrelationships and influences visible.
Posted: October 13, 2008 | Premiered: October 13, 2008


Topics:  Call Centers | Customer Data Management | Customer Service | Enterprise Resource Management | Marketing | Master Data Management | Productivity | Security Policies

WHITE PAPER - On-demand remote support solutions address the inadequacies of web tools, e-mail, and phone-based approaches to quality customer care. This paper helps anyone responsible for improving customer experience using affordable technology solutions.
Posted: September 26, 2008 | Published: September 26, 2008


Topics:  Call Centers | Remote Access Protocols | Remote Access Security | Remote Access Software | Remote Computing | Remote Network Management | Remote Offices | Remote Support Services | Remote Users | ROI | Technical Support Staff

WHITE PAPER - 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.
Posted: September 10, 2008 | Published: September 10, 2008


Topics:  Call Center Management | Call Center Services | Call Centers | Contact Center Management | Contact Center Services | Contact Center Software | CRM | CRM Best Practices | CRM Services | Financial Services | ROI

EDITORIAL RESOURCE GUIDE - This E-book from SearchCRM.com explores best practices and strategies for using real-time information in the call center.
Posted: September 8, 2008 | Published: September 8, 2008


Topics:  Best Practices | Business Intelligence | Call Centers | Contact Centers | Customer Interaction Services | Customer Satisfaction | ERP

CASE STUDY - 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.
Posted: August 28, 2008 | Published: August 28, 2008


Topics:  Call Center Management | Call Center Services | Call Center Software | Call Centers | Customer Service | Email | Help Desk Management | Help Desks | Software as a Service | Spreadsheets

CASE STUDY - 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.
Posted: July 28, 2008 | Published: July 25, 2008


Topics:  Call Center Management | Call Center Services | Call Centers | Customer Service | Help Desk Management | ITIL | Medical Records Management | Medical Software | Metrics | Workflow Software

WHITE PAPER - IT organizations are under pressure to reduce the cost of IT and to use IT to reduce the operating costs of the enterprise. This report compiles a list of common IT-related budget-cutting ideas with links to specific research currently available.
Posted: July 1, 2008 | Published: March 5, 2008


Topics:  Application Development | Call Centers | Cost Benefit Analysis | Data Management | Enterprise Content Management | Project Management | TCO

CASE STUDY - In its quest to fully leverage the new technologies, Constellation energy realized it needed to integrate them to one another, as well as integrate them with other business processes and applications.
Posted: June 16, 2008 | Published: February 1, 2007


Topics:  Application Performance Management | Application Performance Management Software | Business Intelligence | Call Centers | Customer Service | SOA