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Improving Customer Support and Help Desk Efficiencies with On-demand Remote Support
sponsored by NTR Global
 | White Paper: | Posted: 26 Sep 2008
| | Published: | 26 Sep 2008 | |
Summary: |
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.
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Evaluating CRM Solutions: Six Ways ‘The Oracle Advantage' Benefits Your Organization
sponsored by Oracle Corporation
| White Paper: | Posted: 19 Sep 2008
| | Published: | 19 Sep 2008 | |
Summary: |
This white paper summarizes the key questions every organization should ask of a vendor and the ways ‘The Oracle Advantage' addresses each of these areas.
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Differentiation through Service Excellence Driving Customer Loyalty and Service Profitability
sponsored by SAP America Inc
| White Paper: | Posted: 17 Sep 2008
| | Published: | 17 Sep 2008 | |
Summary: |
Products are increasingly becoming commodities, and Ceos are recognizing that first-rate service is crucial to enhancing customer satisfaction.
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The Profit-Minded Contact Center - Building an ROI Case for Customer Interaction Solutions in Financial Services.
sponsored by Portrait Software
| White Paper: | Posted: 10 Sep 2008
| | Published: | 10 Sep 2008 | |
Summary: |
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.
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E-Book: Making Real-time Information a Reality in the Contact Center
sponsored by Genesys
| Editorial Resource Guide: | Posted: 08 Sep 2008
| | Published: | 08 Sep 2008 | |
Summary: |
This E-book from SearchCRM.com explores best practices and strategies for using real-time information in the call center.
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Jobfox Stays ahead of Brisk Growth with Customer Self-Service
sponsored by Parature, Inc.
| Case Study: | Posted: 28 Aug 2008
| | Published: | 28 Aug 2008 | |
Summary: |
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.
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Case Study: Children's Memorial Hospital
sponsored by ABS Associates, Inc.
| Case Study: | Posted: 28 Jul 2008
| | Published: | 25 Jul 2008 | |
Summary: |
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.
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Cost Cutting in IT to Cope with Economic Slowdown
sponsored by Avaya Inc.
| White Paper: | Posted: 01 Jul 2008
| | Published: | 05 Mar 2008 | |
Summary: |
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.
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Fire & Security Success Story
sponsored by SERVICEPower
| Case Study: | Posted: 25 Jun 2008
| | Published: | 01 Jun 2008 | |
Summary: |
Service organizations are becoming increasingly aware of the need to automate their field service operations, which includes the introduction of scheduling, route optimization, and mobile technology.
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Constellation Energy Group
sponsored by EMC Corporation
| Case Study: | Posted: 16 Jun 2008
| | Published: | 01 Feb 2007 | |
Summary: |
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.
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How to Manage Benefits Administration During Mergers and Acquisitions
sponsored by Workscape
| White Paper: | Posted: 09 Jun 2008
| | Published: | 01 Jan 2007 | |
Summary: |
To achieve the necessary continuity in a post-merger environment, HR must synchronize many processes, data sources, and other moving parts in a compressed timeframe--all while maintaining existing service levels for all employees.
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Proactive Contact Center Management: A New Paradigm for Driving Continuous Improvement?
sponsored by Genesys
| White Paper: | Posted: 03 Jun 2008
| | Published: | 01 Jan 2006 | |
Summary: |
This white paper is intended to give you a sense of what these new proactive management technologies can do for you, and to help you establish criteria for evaluating products in this arena.
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Roadmap for Implementing a Multi-Site IP Contact Center
sponsored by Avaya Inc.
| White Paper: | Posted: 20 May 2008
| | Published: | 01 Mar 2007 | |
Summary: |
Explore a three-part guide to identifying the potential presented by Internet Protocol (IP), building a business case for migration to IP and ultimately designing and implementing an IP infrastructure.
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Moving beyond the Queue - Focusing on the Real-Time Customer
sponsored by Inova Solutions
| White Paper: | Posted: 20 May 2008
| | Published: | 19 May 2008 | |
Summary: |
In this paper, Tim Montgomery, a highly regarded industry consultant, speaker and author explores new ideas on ways every call center can keep up with new customer demands.
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Success Story: Communications - AT&T
sponsored by Genesys
| Case Study: | Posted: 19 May 2008
| | Published: | 01 May 2008 | |
Summary: |
The company wanted to meet a goal of answering 92% of all customer calls before abandonment, without adding staff.
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SEE: Related Topics