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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.

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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)

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FCR Done Right!

by Enkata Technologies

April 26, 2012 - (Free Research) Access this white paper to learn how to build an operational FCR program without sacrificing your budget.

(WHITE PAPER)

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Best Practices in the Call Center: A Customer Touch-Point Methodology, Free Oracle Corporation Best Practices

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.

(WHITE PAPER)

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The Five Fundamentals for a Successful FCR Program

by Enkata Technologies

April 25, 2012 - (Free Research) This paper outlines the five fundamentals for a successful FCR program.

(WHITE PAPER)

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STOP LOOKING! THE FCR SILVER BULLET IS ALREADY HERE

by Enkata Technologies

April 26, 2012 - (Free Research) This paper discusses first contact resolution and the offerings for measuring success with FCR.

(WHITE PAPER)

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Building the Contact Center of the Future

by inContact

May 15, 2012 - (Free Research) This comprehensive white paper discusses the future of contact centers. From tools to strategy this paper covers all you need to know about ensuring that your customer service stays up to date.

(WHITE PAPER)

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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)

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How to Dramatically Speed Accounting and Business Processes

by Exact Software

March 20, 2012 - (Free Research) This case study examines a food services company that needed to find a more efficient way to keep track of and manage food and laundry inventories, address customer concerns in the call center, automate processes, and manage tax calculation processes. Continue reading to discover the software they used to effectively meet their business needs.

(CASE STUDY)

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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)

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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)

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Network Foundation - Cisco 1700 Series

by Cisco Systems

Cisco 1700 Series modular routers are ideal for enterprise small branch offices and small and medium-sized businesses that need secure access to business applications, network resources, and Internet services. The Cisco 1700 Series delivers fast, reliable and secure Internet/network access through a wide-range of high-speed WAN access technologies.

(HARDWARE PRODUCT)

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Customer Experience Exchange E-Zine: Issue 3

by SearchCRM

March 20, 2012 - (Free Research) In this third edition of the Customer Experience Exchange e-zine, Chris Maxcer delves into world of incorporating team-building activities into contact center agents' schedules, Vangie Beal discusses Dell's six-year investment in social media and Anna Fiorentino writes about why customer loyalty has dipped nearly 10%.

(EZINE)

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Meridiana Fly Meets Increased Demand for Online Bookings with Riverbed's Help

by Riverbed Technology, Inc.

November 08, 2011 - (Free Research) Online airline and travel group Meridiana fly needed a faster, more cost-effective way for its growing customer base to book reservations online. They turned to the Riverbed Stingray Traffic Manager, which ensured a fast, responsive website that could cope with increasing high-demand.

(CASE STUDY)

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Mobile ticketing opens doors of opportunity for business

by ComputerWeekly.com

November 17, 2010 - (Free Research) Juniper Research defines a mobile ticketing user as “someone who stores a ticket on their mobile phone for later redemption” at the point of travel, the music venue, the cinema etc.

(WHITE PAPER)

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Optimizing Service Channels: Five Essential Tips for Balancing Customer Support and Controlling Support Costs

by inContact

January 10, 2011 - (Free Research) This white paper discusses the ways in which organizations are striving to maintain excellent customer service for all types of clients while at the same time controlling support costs. Read this white paper to learn more.

(WHITE PAPER)

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Ethernet Fabrics in the Virtualized Data Center

by Brocade

December 31, 2010 - (Free Research) In this video, discover how you can embrace the cloud and virtualize your entire data center – including the network – with an Ethernet fabric. Learn how you can overcome the issues of your legacy components to reap all the benefits the cloud has to offer.

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Provergent Suite - Telecom Order & Inventory Software

by Digital Fairway, Inc.

The Provergent Communication Asset Management Suite helps to manage the planning, procuring, provisioning, auditing & delivering of communications services. Provergent allows you to build accurate & easy to manage centralized inventories, backed up by automated provisioning processes to manage all moves, adds, changes & deletes in the inventory.

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Consolidating Oracle Applications on Exalogic

by Oracle Corporation

May 16, 2011 - (Free Research) Oracle Exalogic is a standard data center building block of integrated compute, storage and network components designed to provide a ready to deploy platform for a range of enterprise application workloads. In this white paper, learn how this system can allow your company to focus IT investment on enabling its core business.

(WHITE PAPER)

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IDC MarketScape: Worldwide Data Center Infrastructure Management DCIM 2011 Vendor Analysis

by CA Technologies.

January 01, 2011 - (Free Research) Data center infrastructure management (DCIM) offers data center managers countless benefits as it brings facilities and IT together to achieve increased availability, efficiency, and cost savings. Access this white paper to discover what components make up an enterprise-grade DCIM strategy and what to look for in a DCIM vendor.

(WHITE PAPER)

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Building blocks for data center DNA

by Dell, Inc. and Intel

April 25, 2011 - (Free Research) By simplifying and automating deployment, retargeting and provisioning workloads, and managing processes for virtualized systems, the Dell Virtual Integrated System (VIS) architecture empowers end users to access resources when they need them. Continue reading to learn more.

(WHITE PAPER)

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Leveraging Microsoft's System Center 2012 Suite in the Private Cloud

by Global Knowledge

April 30, 2012 - (Free Research) Discover how you can leverage Microsoft’s System Center (SC) 2012 to gain the flexibility of private cloud in this essential resource. Learn about the 7 components of SC 2012 that can simplify and automate the management of virtual environments.

(WHITE PAPER)

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Five Secrets for Successfully Virtualizing a Data Center

by Global Knowledge

April 16, 2012 - (Free Research) Discover 5 essential guidelines that can help you virtualize your data center regardless of the vendor or platform that you choose. Gain tips for balancing the various hardware components, sizing storage and more.

(WHITE PAPER)

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IT Courseware

by SkillSoft Corporation

SkillSoft's IT Skills instruction is designed to encourage and prompt frequent learner interaction with the course content. SkillSoft maintains courseware integrity and effectiveness by offering a balance of thorough instruction, challenging practice exercises and quizzes.

(ASP & SOFTWARE PRODUCT)

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Uptime and the Value of Clustering for Linux Servers

by Global Knowledge

August 09, 2010 - (Free Research) This white paper explores the need for uptime, explains the three components that contribute to uptime, reviews some of the problems with existing enterprise server management, provides a clear definition of clustering, and finally gives an honest explanation of what it can and can’t offer your organization.

(WHITE PAPER)

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