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Call Center Workforce Management Software Best Practices by Infor WFM Workbrain January 05, 2012 - (Free Research) The market for workforce management (WFM) software in the contact center saw double-digit growth last year, but the technology still needs work, according to experts. In this e-guide you’ll explore the pros and cons of WFM. (EGUIDE) VIEW ABSTRACT | GO TO

North American Contact Center Industry 2011: A Mid-Year Update and Forecast by Calabrio, Inc. January 25, 2012 - (Free Research) This informative market update from The National Association of Call Centers (NACC) provides a comprehensive look at the industry. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Can Your Center Keep Up with the Changes? Manage the Avalanche of Complexity and Still Control Costs by Calabrio, Inc. January 25, 2012 - (Free Research) Read this white paper to learn more about the future changes with contact centers and the best ways to prepare your organization for these changes. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Create an Online Customer Feedback Loop with Your Call Center by Tealeaf April 01, 2011 - (Free Research) Many retail financial services institutions (FSI) do not have any visibility or context outside of a single interaction channel. In this whitepaper, we will describe the business imperative for closing the multi-channel customer experience gap and discuss how doing so gives you opportunities to differentiate. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Create an Online Customer Feedback Loop with Your Call Center by Tealeaf January 24, 2011 - (Free Research) In this whitepaper, we will describe the business imperative for closing the multi-channel customer experience gap and discuss how doing so gives you opportunities to differentiate your business. Read on to learn more. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Words for the Ys: How to Leverage a Generation’s Strengths and Improve its Staying Power in the Contact Center by Calabrio, Inc. January 25, 2012 - (Free Research) This white paper provides insight on how to retain Generation Y contact center employees so your business can flourish and stay within budget. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Netflights.com uses Tealeaf in the call center  to help generate 20% of all revenue by Tealeaf November 04, 2010 - (Free Research) To better differentiate in a highly competitive environment, Netflights.com decided that improving customer experience for its website, needed to be a key strategic initiative. This paper describes how Netflights.com leveraged Tealeaf for unprecedented visibility into their online channel, dramatically improving customer service and as a result. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

7 Best Practices for Speech Analytics by Autonomy, an HP company (E-mail this company) December 28, 2011 - (Free Research) Your customers are also calling, chatting, tweeting and emailing your contact center agents, sharing valuable information during each interaction. Download this complimentary white paper to learn how you can easily gather and leverage data from all customer interactions to assess how your agents are performing and improve the customer experience. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Making WFM Work: Best Practices and ROI Model by Calabrio, Inc. January 24, 2012 - (Free Research) There has been tremendous innovation in contact center workforce management (WFM) over the past three years, with new vendors and offerings entering the scene. Find out how the new generation of WFM solutions are easier to use, improve agent satisfaction, enhance customer experience and cut costs. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Cloud Computing for the Call Center: The Next Revolution by inContact May 04, 2010 - (Free Research) The right cloud computing solution makes it possible for call centers to eliminate barriers created by obsolete premise-based solutions, achieve customer service excellence and continue business success. Find out how inContact is helping hundreds of call centers greatly reduce costs while simultaneously increasing customer satisfaction levels. (EBOOK) VIEW ABSTRACT | GO TO

E-Guide: Key Strategies for Improving Customer Service in a Down Economy by Citrix Online Go To Meeting January 12, 2012 - (Free Research) Read this e-guide and explore key techniques for using Web 2.0 technologies to improve your customer service, marketing and sales efforts. Discover a sound customer service strategy for your organization, as well as two types of online customer service initiatives. (EGUIDE) VIEW ABSTRACT | GO TO

Adapt your contact center for increased customer satisfaction by inContact January 20, 2012 - (Free Research) This video explains how you can combine interactive voice response (IVR) and ACD systems into one that tracks calls, call waits and offers "self-service" options for callers with a long wait. Watch this now to see a detailed overview of this all-in-one system that will save your organization money. (VIDEO) VIEW ABSTRACT | GO TO

The power of Call Centers and Customer Loyalty by Infor CRM February 06, 2012 - (Free Research) Read this e-guide from our award-winning editorial team to learn strategies for how to utilize innovative technologies to improve your customer experiences, retain customers and gain loyalty. (EGUIDE) VIEW ABSTRACT | GO TO

Debunking Security Concerns with Hosted Call Centers by inContact September 16, 2011 - (Free Research) This comprehensive white paper explores the call center landscape, details the benefits of hosted call centers along with the risks involved in cloud-based services. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Cisco Unified CRM Connector 3.0 by Cisco Systems, Inc. The Cisco Unified Communications system is a full-featured business communications system built into an intelligent IP network.  (HARDWARE PRODUCT) GO TO DETAILED REPORT

Best Practices for Transforming to a Multi-Channel Contact Center by inContact January 18, 2012 - (Free Research) Read this white paper to get a framework, plan and recommended best practices for transforming your siloed contact centers into a multi-channel servicing environment. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Transforming the Customer Experience: How Four Contact Centers Did It Successfully by inContact September 15, 2011 - (Free Research) If your organization isn't on the cloud yet when it comes to customer service, then you may be severely disadvantaged. Competition for customer service is increasing and your company needs all the latest tools to stay ahead of the game. Read this white paper to learn how four contact centers adopted agile cloud-based computing technologies. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Top 5 Ways to Make IVR Work For You and Your Customers by inContact January 18, 2012 - (Free Research) This white paper describes five tips and challenges for using Interactive Voice Response (IVR) systems. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Case Study: la Caixa - Bank takes customer and employee support to the next level by Hewlett-Packard Limited January 05, 2012 - (Free Research) With HP's contact centre and customer services, la Caixa was able to expand and continue to provide excellent service to their customers. Read this case study now to learn more about HP's call centre and contact centre offerings. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

Cisco IP Phone Features by Global Knowledge February 10, 2009 - (Free Research) This paper explains various features (Softkeys) available to the phone while in a call state. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Customer Experience Exchange E-Zine Issue 2 by SearchCRM January 31, 2012 - (Free Research) This second issue of Customer Experience Exchange highlights the contact center. Often an overlooked facet of customer relationship management (CRM), the contact center is usually the first way a customer reaches out to a company and thus should always be considered in CRM strategies. (EZINE) VIEW ABSTRACT | GO TO

Premise vs. Hosted Contact Center: Total Cost of Ownership Analysis by inContact August 08, 2011 - (Free Research) This white paper presents the results of a total cost of ownership (TCO) analysis comparing premise-based and hosted contact center platforms. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

TouchPoints TV: Rochelle Schard, Infor by Infor CRM February 06, 2012 - (Free Research) In a special interview with TouchPoints TV, Rochelle Schard, Director of Marketing for Infor, shared her first impressions of the NRF's BIG Show. Watch this videocast now to get an insider’s look at the conference and Infor’s latest tools and tactics for workforce management (WFM). (VIDEOCAST) VIEW ABSTRACT | GO TO VIDEOCAST

CRM without Compromise: A Strategy for Profitable Growth by SAP America, Inc. April 01, 2007 - (Free Research) Consider how SAP can help you improve customer relationship management. Build a synergistic ecosystem with employees, customers, and partners to deliver customer value – where customer demand drives the supply chain and customer insight inspires innovation. Quickly respond to sustain competitive advantage and profitability. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Maximize the Customer Experience: Balancing the Service Level Mix in the Call Center by inContact January 10, 2011 - (Free Research) Supported by insights from Peppers & Rogers Group and inContact, this white paper will explore the benefits of applying the right mix of self-service and agent-assisted support to meet customer expectations effectively and maximize business outcomes. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

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