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Categories Browse Directory   Business Solutions     Customer Service       Call Center Management Filter results by: All document types Analyst Reports Articles Case Studies Demos E-Learning Tutorials Podcasts Videos Vendor White Papers Webinars Sort results by: Relevance | Date | Company | Price  Research 1 - 25 of 30 | Next Page Moving Beyond the Queue - Focusing on the Real-Time Customer by Inova Solutions     (VENDOR WHITE PAPER) May 01, 2008 - (Free Research) 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.   VIEW ABSTRACT | GO TO VENDOR WHITE PAPER Keeping Your Workforce Connected by Cisco Systems, Inc     (VENDOR WHITE PAPER) March 2008 - (Free Research) Keeping a workforce connected to people and to data anytime, anywhere, is a big step toward boosting operational efficiency. And it's an especially important step for small and medium-sized businesses (SMBs).   VIEW ABSTRACT | GO TO VENDOR WHITE PAPER Winning Strategies for Customer Responsiveness - An Article from IQ Magazine by Cisco Systems, Inc     (ARTICLE) February 2008 - (Free Research) A basic platform for successful customer responsiveness is an IP-based call center, also known as a customer contact center.   VIEW ABSTRACT | GO TO ARTICLE The Guru - Episode One: What's beyond Right Now? by Cisco Systems, Inc     (WEBINAR) February 2008 - (Free Research) A new switch? Another new server? Four more contact center agents? The challenges facing a growing business seem unlimited.   VIEW ABSTRACT | GO TO WEBINAR Using Real-Time Information to Improve Contact Center Performance by Genesys Co.     (PODCAST) May 2008 - (Free Research) From this 15-minute podcast, you'll walk away with ideas about how real-time analytics can enhance call center performance and how to execute on a real-time strategy in your call center.   VIEW ABSTRACT | GO TO PODCAST Real-Time Field Force Optimization: Dynamic Scheduling & Dispatch as SLM Best Practice by Astea International Inc. (E-mail this Company)     (VENDOR WHITE PAPER) September 2005 - (Free Research) This paper explores how the use of scheduling technology can help companies attain and extend the benefits of SLM by providing service-aware dispatching tools that can greatly improve the efficiency of technicians and dispatchers alike--simultaneously improving service levels and reducing cost.   VIEW ABSTRACT | GO TO VENDOR WHITE PAPER Service Lifecycle Management for IT Equipment - Tackling the Profitability Crunch by Astea International Inc. (E-mail this Company)     (VENDOR WHITE PAPER) August 2005 - (Free Research) The IT Equipment Service market is riddled with complexity, plagued by competition & challenged by shrinking margins. This paper provides insight from recent conversations with leading service companies to discover how SLM principals are being used to combat the complexity, growing competition & shrinking profit margins in the IT Services Industry   VIEW ABSTRACT | GO TO VENDOR WHITE PAPER Benefits and Advantages of Recording and Archiving Calls by Teleformix.     (VENDOR WHITE PAPER) July 2008 - (Free Research) ECHO digital recording solution brings a whole host of advantages, including dispute resolution, liability management, evaluation support, and more.   VIEW ABSTRACT | GO TO VENDOR WHITE PAPER On Demand Remote Desktop Support Trial by NTR Global     (DEMO) August 2008 - (Free Research) Download this trial and learn how to provide remote technical support to customers and remote/mobile workers without leaving your office.   VIEW ABSTRACT | GO TO DEMO Success Story: Communications - AT&T by Genesys Co.     (CASE STUDY) May 2008 - (Free Research) The company wanted to meet a goal of answering 92% of all customer calls before abandonment, without adding staff.   VIEW ABSTRACT | GO TO CASE STUDY Best Practices for Remote Support and Services by Citrix Online-GotoAssist     (CASE STUDY) July 2008 - (Free Research) After evaluating a number of free and fee-based services, PlumChoice’s team selected the Citrix® GoToAssist Web-based support service.   VIEW ABSTRACT | GO TO CASE STUDY Go Green and Increase Profitability with Virtual Contact Centers by Avaya, Inc     (VENDOR WHITE PAPER) June 2008 - (Free Research) This paper summarizes for contact center managers the facts and fiction regarding the environmental benefits of home agent programs.   VIEW ABSTRACT | GO TO VENDOR WHITE PAPER Case Study: Children’s Memorial Hospital by ABS Associates Inc.     (CASE STUDY) July 2008 - (Free Research) In this case study Children’s Memorial Hospital engaged ABS to provide a variety of 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.   VIEW ABSTRACT | GO TO CASE STUDY Extraordinary Customer Service by Avaya, Inc     (VENDOR WHITE PAPER) June 2008 - (Free Research) Extraordinary Customer Service explores the contact center as a strategic part of your enterprise--where you can leverage differentiated services to provide a superior customer experience that can build brand loyalty and increase profits.   VIEW ABSTRACT | GO TO VENDOR WHITE PAPER The Match Game: Is Offshoring a Fit for Your Help Desk Outsourcing Strategy? by ABS Associates Inc.     (VENDOR WHITE PAPER) February 2008 - (Free Research) Let's examine the pros and cons of each as well as different situations where one or the other is the ideal match for your service desk strategy.   VIEW ABSTRACT | GO TO VENDOR WHITE PAPER Contact Center Consolidation by CosmoCom Inc     (WEBINAR) July 2008 - (Free Research) Improving access to contact center resources is more challenging when agents are distributed across multiple locations. View this webcast for insight into Contact Center Consolidation.   VIEW ABSTRACT | GO TO WEBINAR CosmoCom Consolidates VisitBritain’s Highly Distributed Global Contact Center by CosmoCom Inc     (CASE STUDY) May 2008 - (Free Research) A CosmoCom Consolidation 2.0 solution case study: The VisitBritain contact center, a globally distributed Virtual Contact Center with many individual sites.   VIEW ABSTRACT | GO TO CASE STUDY Samsung France Consolidates Outsourced Call Centers onto Hosted CosmoCall Universe Platform by CosmoCom Inc     (CASE STUDY) May 2008 - (Free Research) Case Study: For a hosted IP based callcenter system, Samsung found the solution it needed from Orange Business Services, built on the CosmoCall Universe platform.   VIEW ABSTRACT | GO TO CASE STUDY Consolidation 2.0: Consolidation Trends in Contact Center Technologies and Operations by CosmoCom Inc     (VENDOR WHITE PAPER) May 2008 - (Free Research) Consolidation 2.0 is a call center strategy that eliminates unnecessary duplication of resources and efforts, improves efficiency, reduces costs, and increases customer satisfaction.   VIEW ABSTRACT | GO TO VENDOR WHITE PAPER The Role of Web-Based Self-Service in the Support Organization by CRMindustry.com (E-mail this Company)     (ARTICLE) October 2005 - (Free Research) Web-based self-service has evolved as a way for customers to address their own problems and handle tasks that traditionally have been managed by a call center or help desk. It’s not just a means for deflecting calls from live agents, but it is also viewed as a way for businesses to differentiate themselves and deepen relationships with customers.   VIEW ABSTRACT | GO TO ARTICLE 2005 Trends & Directions in Web-Based Support by CRMindustry.com (E-mail this Company)     (VENDOR WHITE PAPER) June 2005 - (Free Research) While there's a wealth of rich, increasingly comprehensive technologies available enabling businesses to drive toward true service and support optimization, this paper discusses the decision to deploy and across what channels should depend on a strategy based on clearly defined goals.   VIEW ABSTRACT | GO TO VENDOR WHITE PAPER Workforce Management: Optimizing Performance for Superior Customer Service by CRMindustry.com (E-mail this Company)     (VENDOR WHITE PAPER) March 2004 - (Free Research) Of the myriad pressures faced by call center managers in today's customer-centric business environments, staffing remains the most challenging. It's no wonder that up to 75% of call center costs revolve around personnel. These challenges are forcing contact center managers to seriously consider the way they manage their workforces.   VIEW ABSTRACT | GO TO VENDOR WHITE PAPER Workforce Optimization: Combining People, Processes and Technologies by CRMindustry.com (E-mail this Company)     (VENDOR WHITE PAPER) August 2004 - (Free Research) While delighting customers is of the highest priority for customer service-driven businesses, it's not the only one: in order to satisfy customers, management must also satisfy the individuals responsible for serving those customers.   VIEW ABSTRACT | GO TO VENDOR WHITE PAPER Still Struggling to Reduce Call Center Costs without Losing Customers? by SAP America, Inc.     (VENDOR WHITE PAPER) February 2008 - (Free Research) Efficient call centers that also meet customer expectations is a challenge that many organizations face. Discover the key steps to turning your call center into a strategic asset.   VIEW ABSTRACT | GO TO VENDOR WHITE PAPER Apply ITIL Best Practices with Confidence Using TechExcel Service Suite for Asset Management, Service Desk and CRM by TechExcel, Inc. (E-mail this Company)     (WEBINAR) December 2006 - (Free Research) This complimentary webcast details the new features and benefits of TechExcel Service Suite, the newest version of our Asset Management, Service Desk and CRM solution, enabling you to meet critical ITIL initiatives.   VIEW ABSTRACT | GO TO WEBINAR 1 - 25 of 30 | Next Page

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