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	Topics related to your search: Data Center Management \| Business Intelligence Solutions \| Virtualization \| Call Center Management \| Customer Relationship Management (CRM) \| Storage Management \| Databases \| Business Process Management (BPM) \| Customer Service (General) \| Backup Systems and Services

Security in the Call Center: Verifying Customer Identities without the Inconvenience

by RSA, The Security Division of EMC

September 18, 2009 - (Free Research) Is securing the Call Center possible without impacting the customer experience? This paper discusses the advantages and benefits of using knowledge-based authentication (KBA) to bolster Call Center security over other solutions.

(WHITE PAPER)

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Leading Auto Repair Services Provider Boosts Efficiency with Easy-to-Use CRM Solution

by Microsoft

July 25, 2008 - (Free Research) After evaluating several customer relationship management solutions, including Salesforce.com, the company replaced NetSuite CRM with Microsoft Dynamics® CRM. Using Microsoft Dynamics CRM, the company cut call times in its customer support call center by 30%, reduced agent training time by 25 percent, and strengthened its growth capacity.

(CASE STUDY)

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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.

(WHITE PAPER)

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For Ceridian, it Pays to Provide High-Quality Support

by LogMeIn, Inc.

September 16, 2009 - (Free Research) This case study describes how Ceridian used LogMeIn Rescue to streamline its 50-to 90 day implementation process and to increase troubleshooting capabilities for customer support analysts handling 2,500 calls per day. With Rescue in place, Ceridian has experienced an increase in their customer satisfaction rates, which have grown from 83% to 94%.

(CASE STUDY)

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VoIP and Lower TCO Will Drive Adoption of Hosted On-Demand Contact Centers

by Five9

September 10, 2009 - (Free Research) Read this paper to learn how organizations that have selected a hosted contact center solution have minimized or even eliminated the cost of their IT or telecom support departments. Keep reading to learn what the benefits a hosted contact center solution can have for your company.

(WHITE PAPER)

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Audio Conferencing 2.0: Control Costs & Simplify Administration

by Citrix Online

September 10, 2009 - (Free Research) In this paper, we're taking audio conferencing to an entirely new level. Built with Web-based administration and control, HiDef Corporate audio conferencing gives you crystal-clear audio plus the tools to extract maximum value from every call.

(WHITE PAPER)

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Get More Value from Audio Conferencing

by Citrix Online

September 10, 2009 - (Free Research) Listen to this podcast to hear how all-new HiDef Corporate™ leverages the communicative advances of the Internet and next generation telephony to revolutionize the way call conferencing is administered and billed.

(PODCAST)

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Addressing the challenges of implementing a customer-centric strategy

by Infor CRM

December 05, 2008 - (Free Research) The need for customer insight and responsiveness to that insight is the foundation and driving rationale for the emerging CRM concept of continuous customer dialogue through multi-channel touchpoints.

(WHITE PAPER)

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Enterprise, Back-Office Applications Propel our Business: An order management system, payroll and customer call center that connects your organization with customers and employees

by IBM

October 01, 2009 - (Free Research) With Oracle Applications Extension for Rational Performance you no longer have to jeopardize your business engine during an upgrade. You’ll eliminate risk, increase testing productivity, speedy delivery, and ensure the quality and scalability of your business systems.

(WHITE PAPER)

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Working Smart in IT Operations: The Case for Consolidated Operations

by Hewlett-Packard Company

October 01, 2008 - (Free Research) This paper explores the problems IT operations can encounter in coordinating the activities of application and infrastructure specialist teams, and it proposes an approach-- consolidated operations-- designed to get incidents to the right person with the right information fast so problems can be resolved quickly, with no duplication of effort.

(WHITE PAPER)

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HEALTHsuite® - Claims Processing Software

by RAM Technologies, Inc.

HEALTHsuite is an administrative claims processing system designed for health plans and other health care organizations. Rich in features and functions to support health plans of all sizes and types, HEALTHsuite supports all aspects of health care administration including HMO, Consumer Driven, Medicare, Medicaid and Federal Health Benefits.

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Differentiation through Service Excellence Driving Customer Loyalty and Service Profitability

by SAP America Inc

September 2008 - (Free Research) The importance of achieving service excellence is growing. Products are increasingly becoming commodities, and CEOs are recognizing that first-rate service is crucial to enhancing customer satisfaction. This paper explores the crucial links between customer service and customer satisfaction.

(WHITE PAPER)

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Storage Explained: Cloud Storage Defined

by 3PAR

October 2009 - (Free Research) Cloud storage is a rapidly growing technology. Read this paper for the latest definitions of cloud storage and cloud service and to more closely examine cloud storage benefits and offerings.

(TECHNICAL ARTICLE)

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Case Study: Unified Communications and Indiana University Medical Group

by CDW Corporation

September 2009 - (Free Research) When outdated equipment and disparate systems were hampering in-house communications, customer service, and workflow, Indiana University Medical Group turned to CDW for a three-part Cisco solution. This case study gives details on the benefits they gained.

(CASE STUDY)

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Online Training Case Study

by SyberWorks, Inc.

December 2008 - (Free Research) The operations division in a large multibillion-dollar service company had significant challenges training its franchisees to overcome these challenges the company purchased and installed the SyberWorks Training Center with a 250-seat license.

(CASE STUDY)

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Improving Customer Support and Help Desk Efficiencies with On-Demand Remote Support

by NTR Global

October 2009 - (Free Research) This white paper will help anyone responsible for improving customer experiences with affordable technology solutions to understand why self-service support falls short in terms of immediate customer response expectations, how on-demand remote support delivers immediate ROI benefits, and what to look for in a new remote support solution.

(PRESENTATION)

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Increase Profits and Customer Satisfaction in the Communications Industry

by Infor CRM

December 2008 - (Free Research) Leading companies are placing more emphasis on inbound marketing and intelligent customer interactions as the means for building powerful customer relationships that boost profitable growth.

(WHITE PAPER)

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Increase Your Returns Using Event-Based Marketing

by Infor CRM

July 2009 - (Free Research) Read this paper to learn how Event-triggered marketing has seen five times the response rate of non-timed mass-marketing campaigns and how your company can take advantage of event-based marketing by using Infor CRM Epiphany Outbound Marketing suite.

(WHITE PAPER)

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Striking a Balance: Controlling E-Discovery by Combining In-House Resources with Outsourced Experts

by FTI Technology

November 2009 - (Free Research) Increasingly, corporations are taking control of their e-discovery process and striking a balance between in-house and outsourced resources. This whitepaper is a best practices guide on the mechanics of effectively and efficiently balancing in-house control with outsourced execution.

(WHITE PAPER)

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Strategic Meeting Management: Best Practices for Success: A Tips and Tools Guide to Effective Implementation

by StarCite

August 2008 - (Free Research) In studying the best practices in strategic meeting management, there's proven evidence that a "managed" meetings program can generate significant and immediate cost savings for corporations of all sizes.

(WHITE PAPER)

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Business Continuity Planning IT Survival Guide

by CA

December 2008 - (Free Research) This survival guide will help you and your company start to plan an effective business continuity plan. The end result should be a reduction in risk factors and to minimize the impact of disasters that are out of your control.

(WHITE PAPER)

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Case Study: 1-800-FLOWERS.COM Assuring improvements in business continuity with Fax on Demand

by Esker Inc.

December 2007 - (Free Research) Read this brief case study to learn how 1-800-FLOWERS.COM faced the challenge to implement the next stage of a strategy for faxed order communications to accommodate key seasonal spikes in demand while avoiding unnecessary capacity expenditures.

(CASE STUDY)

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Webcast: Business-Driven Virtualization: Optimizing Insight and Efficiency in the Dynamic Datacenter

by Hyper9, Inc.

November 2009 - (Free Research) In this webcast, discover how to achieve greater virtualization maturity, from clearer visibility to higher service levels in your VMware environment. Learn how to identify where your company fits in the virtualization maturity model and find virtualization tools that enable optimal IT performance.

(WEBCAST)

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ITIL®,the CMS and You

by BMC Software, Inc

August 2009 - (Free Research) This white paper describes the CMS (configuration management system) as emphasized in ITIL V3, and explores how it differs from a CMDB. Further, it shows how a CMS increases your ability to make better IT decisions that impact business agility, productivity, and quality of service.

(WHITE PAPER)

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Case Study: A Model of Virtualization

by Dell India

October 2008 - (Free Research) Read this case study to learn how the Dell IT group has virtualized more than 5,000 servers and saved the company over US$29 million using a scalable, worldwide virtualization model.

(CASE STUDY)

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