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E-Book: How to Select the Right Call Center Technology by Contactual, Inc.
June 17, 2010 - (Free Research) What’s the best way to determine short and long term call center technology requirements? Should you consider outsourcing or using SaaS deployment options? How can you incorporate Web 2.0, social media and mobile technologies into your call center? This e-book on selecting call center technology will help you answer these questions and more!
Best Practices in the Call Center: A Customer Touch-Point Methodology by Oracle Corporation
January 26, 2009 - (Free Research) One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions.
Workforce Management (WFM) Software: SearchCRM.com Product Directory 2010 Edition by SearchCRM
July 13, 2010 - (Free Research) This directory was designed to be a valuable resource for those getting started with research or evaluating vendors in the CRM market. Inside, you’ll find basic information about the major vendors in the WFM market and the products they sell. Continue reading to find out which products are right for your organization.
Infrastructures for Innovation by Qwest Communications
May 17, 2010 - (Free Research) A difficult economy is impacting IT investments, but advanced communications infrastructures bring opportunities for innovation and cost savings. Read this paper to learn more.
How to Get More from Your Existing Interactive Voice Response (IVR) by Raytheon BBN Technologies
July 22, 2010 - (Free Research) This paper explores how to reduce agent-handled call volume – by increasing self-service success and by routing more calls to the correct queue and to increase customer satisfaction with the IVR. Continue reading to learn how analyzing customer behavior inside your IVR will reveal fixable obstacles and frustrations that will make a big difference.
Presentation Transcript: Developing for the Future - The New Trend for Hosted VXML by West Interactive
July 30, 2010 - (Free Research) By taking advantage of the Voice XML platform (VXML) to manage infrastructure scale and support, companies are freeing up IT dollars and resources to focus on creating best-in-class customer experiences using IVR applications. This transcript will provide you with key information necessary to execute a comprehensive PaaS strategy using VXML.
Developing for the Future - The New Trend for Hosted VXML by West Interactive
June 08, 2010 - (Free Research) By taking advantage of the Voice XML platform (VXML) to manage infrastructure scale and support, companies are freeing up IT dollars and resources to focus on creating best-in-class customer experiences using IVR applications. This webinar will provide you with key information necessary to execute a comprehensive PaaS strategy using VXML.
Beyond the Data Warehouse: A Unified Information Store for Data and Content by Attivio, Inc.
July 21, 2010 - (Free Research) In this interactive webinar, Dr. Devlin, one of the foremost authorities on business insight and data warehousing, and Sid Probstein, CTO of Attivio, will first show data and content as two ends of a continuum of the same business information asset and then explore the depth of integration required for full business value.
Cross-Channel Commerce: The Consumer View by Art Technology Group (ATG)
June 07, 2010 - (Free Research) ATG commissioned a survey to taken to learn more about consumer’s purchasing habits across several channels and this report presents the highlights of this study. Continue reading to learn more about how consumers are using multiple channels to purchase products now, whether it is online, mobile devices, in-store, and more.
Podcast: Developing for the Future - The new trend for Hosted VXML by West Interactive
July 08, 2010 - (Free Research) By taking advantage of the Voice XML platform (VXML) to manage infrastructure scale and support, companies are freeing up IT dollars and resources to focus on creating best-in-class customer experiences using IVR applications. This podcast will provide you with key information necessary to execute a comprehensive PaaS strategy using VXML.
E-Book: Pervasive BI: Driving A More Agile Enterprise by Attivio, Inc.
March 2010 - (Free Research) This e-book from SearchDataManagement.com explores the value of BI, including its return on investment, the pros and cons of purchasing versus custom-building a BI application and how recent trends are changing the BI landscape.
E-Book: The Executive’s Guide to Contact Center Technology Planning by inContact
May 2010 - (Free Research) In this e-book learn about emerging contact center technology trends and newer options like self-service technology, analytics and Web 2.0. Find out about 10 must-have technologies for the contemporary contact center. Learn how to select the best technology to meet your needs, and read expert advice for setting up contact center technology.
Effective Negotiating: 5 Rules for Smooth Transactions by Global Knowledge
March 2009 - (Free Research) This white paper discusses five rules for negotiating that can help make the transaction more pleasant for everyone involved and better your chances at getting what you want.
More for Less: The Advantages of a Cloud Based Call Center by Contactual, Inc.
March 2010 - (Free Research) This webcast discusses how on-premises call centers are outdated and inhibit the delivery of first-rate customer experience. Tune in and learn how your company can improve and simplify contact center operations while dramatically lowering costs via the Software as a Service (SaaS) model.
Sage ERP X3 Demo by Sage North America
April 2010 - (Free Research) Watch the following video and discover how Sage ERP X3, a fully integrated ERP solution, can help you streamline operations, increase business insight, enhance collaboration, reduce cost and ultimately grow your business.
Live Help: Global Consumer Views & Trends Live Voice and Live Chat by Art Technology Group (ATG)
June 2010 - (Free Research) This report presents the results of a global survey commissioned by ATG that reveal that consumers want more than just a phone number or e-mail address when it comes to online customer service. Continue reading this report to learn more about the consumer views and trends of voice and live chat.
Accelerating and Managing Data Using Solid State Drives by Pillar Data Systems
May 2010 - (Free Research) Recent advancements in flash technology have allowed more affordable flash-based solid state drives (SSDs) to be considered for production use. SSDs are now being used in everything from laptops to enterprise-class storage devices.
An End-to-end Messaging Strategy for SMBs by Dell, Inc. and Intel
April 2010 - (Free Research) This paper outlines the critical requirements - reliability and availability, scalability, security, and performance - of an SMB messaging environment and describes and end-to-end messaging solution that meets those requirements.
Now More Than Ever...5 Reasons Why Focusing on Web Self-Service in a Downturn Pays Off by IntelliResponse
July 2010 - (Free Research) Customer service has become more important to the customer than price. In light of this, companies can’t afford to let customer service fall to the back burner during an economic downturn. In this paper, we present five reasons why leveraging web self-service to enhance the customer experience makes sense now more than ever.
AirMagnet Survey: Strategic Wireless LAN Design by AirMagnet
June 2010 - (Free Research) AirMagnet Survey is the most accurate mobile WLAN design and deployment solution for 802.11a/b/g/n indoor and outdoor wireless networks. It gathers critical Wi-Fi and RF spectrum information and generates detailed Wi-Fi performance maps of the results for easy network deployment, capacity planning, and optimization of wireless LANs.
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