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Dispelling 6 Common Myths about On-demand Call Center Solutions by Contactual, Inc. February 11, 2010 - (Free Research) The inability of early prototypes of on-demand contact centers to deliver feasible solutions for contact center users only served to reinforce the superiority of on-premise solutions, creating a number of myths which today have no bearing at all. This paper presents the 6 myths of on-demand call center solutions and debunks them all. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

How To Kiss Your On-Premise Call Center Goodbye by Contactual, Inc. March 08, 2010 - (Free Research) This webcast discusses how on-premises call centers are outdated and inhibit the delivery of first-rate customer experience.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. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

Presentation Transcript: Home Is Where the Money Is by inContact March 09, 2010 - (Free Research) Running a lucrative call center that provides value to its customers is no easy task. But with emerging SaaS technology, more and more call centers are considering a less expensive and lower maintenance at-home workforce. This transcript reveals the real cost of absenteeism and provides call center management best practices that boost growth. (PRESENTATION TRANSCRIPT) VIEW ABSTRACT | GO TO

Measuring Call Center Key Performance Indicators To Optimize Cost, Quality by Contactual, Inc. February 15, 2010 - (Free Research) In a recent interview, SearchCRM.com spoke with Eric Zbikowski, co-founder and managing partner at MetricNet, LLC, a provider of performance metrics and scorecards for corporations worldwide to learn tips for measuring call center KPIs without sacrificing call quality. (PODCAST) VIEW ABSTRACT | GO TO PODCAST

Home Is Where The Money Is by inContact January 29, 2010 - (Free Research) Running a lucrative call center that provides value to its customers is no easy task. But with emerging SaaS technology, more and more call centers are considering a less expensive and lower maintenance at-home workforce. This webcast reveals the real cost of absenteeism and provides call center management best practices that boost company growth. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

Weighing your call center hosting options by inContact December 17, 2009 - (Free Research) In this podcast, SearchCRM.com sits down with Richard Snow, a contact center technology and strategy expert with Ventana Research, who shares tips on how to select the right hosted contact center provider, create the proper RFPs, craft airtight SLAs, and more. (PODCAST) VIEW ABSTRACT | GO TO PODCAST

Presentation Transcript: A Practical Guide to Measuring Customer Satisfaction in a Contact Center by Interactive Intelligence, Inc. March 05, 2010 - (Free Research) This Presentation Transcript shares best practices on how to design, deploy and assess customer satisfaction surveys and use that information to improve performance in the contact center. (PRESENTATION TRANSCRIPT) VIEW ABSTRACT | GO TO

PODCAST: A Practical Guide to Measuring Customer Satisfaction in the Contact Center by Interactive Intelligence, Inc. February 22, 2010 - (Free Research) This podcast shares best practices on how to design, deploy and assess customer satisfaction surveys and use that information to improve performance in the contact center. (PODCAST) VIEW ABSTRACT | GO TO PODCAST

WEBCAST: A Practical Guide to Measuring Customer Satisfaction in the Contact Center by Interactive Intelligence, Inc. February 22, 2010 - (Free Research) This webcast shares best practices on how to design, deploy and assess customer satisfaction surveys and use that information to improve performance in the contact center. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

The Empowered Customer: Productivity Enhancements in a Digital Era by Microsoft March 05, 2010 - (Free Research) This white paper discusses how gathering intelligence from multiple sources such as social media, customer service centers and online support, and then transforming that intelligence into productivity improvements are vital steps in transforming customer service in the digital age. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

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) VIEW ABSTRACT | GO TO PODCAST

Better Customer Insight, Better Bottom Line: Gaining Insight from Unified Information Access by Attivio, Inc. December 01, 2008 - (Free Research) In order to protect revenue and ensure the continuation of a company's most important customer relationships, it takes a 360 degree view of every customer to drive retention and loyalty improvement. Read this white paper to discover the uses and advantages of unified information access as well as VOC (voice of the customer) efforts. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Cisco Unified Communications: Unifying Communications Infrastructure by Global Knowledge December 2008 - (Free Research) Cisco's unified communications vision combines individual systems with different communications capabilities into a cohesive, powerful communications ecosystem that allows a business to revolutionize itself overnight. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Delivering Customer Service via the Contact Center and the Web by Microsoft September 2009 - (Free Research) This Aberdeen Research report provides an in-depth look how contact centers can significantly improve customer satisfaction by better understanding the process, procedures and technologies used by industry leaders. (ANALYST REPORT) VIEW ABSTRACT | GO TO ANALYST REPORT

5 Web Self-Service Pitfalls: What Every Contact Center Manager Must Know by eGain Communications Corp. February 2010 - (Free Research) This paper discusses and analyzes 5 myths frequently encountered in the context of self-service strategies and implementations, and offers proven industry best practices to counter them. This paper will be a valuable resource for you as you develop, implement, and refine your customer self-service strategy. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Presentation Transcript: Integrating Customer Contact Preferences into your CRM System by Gryphon Networks December 2009 - (Free Research) This presentation transcript shares techniques for communicating with your customers in an acceptable manner that fits their preferences while expanding your marketable universe. (PRESENTATION TRANSCRIPT) VIEW ABSTRACT | GO TO

BPM Taxonomy Whitepaper - Dan Woods - Sponsored by SAP and Accenture by SAP America, Inc. March 2009 - (Free Research) This paper provides a survey of the practices and technology related to business process management (BPM). Basic concepts are explained, the transformational effect on the enterprise is examined, and the value that BPM can create is analyzed. The paper then presents a survey of the vast array of technology that is related to BPM. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

TechWiseTV: Unlocking the Potential of Virtualization by Cisco Systems, Inc. July 2009 - (Free Research) Virtualization has become the standard in data centers today with its ability to allow IT pros to do more with less – but it still has its challenges. Watch this episode of Cisco TechWiseTV to learn how to overcome these challenges to take full advantage of virtualization. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

eGuide: THE GREEN AND VIRTUAL DATA CENTER, Chapter 8: Data Storage - Disk, Tape, Optical, and Memory by EMC Corporation January 2010 - (Free Research) The importance of this chapter is to understand the need to support and store more data using various techniques and technologies to enable more cost-effective and environmentally as well as energy-friendly data growth. (EGUIDE) VIEW ABSTRACT | GO TO

eBook: The New Data Center Imperatives by Dell, Inc. and Intel December 2009 - (Free Research) Demand for new and upgraded data centers will continue to grow, despite the economic downturn. Careful planning can help IT and finance managers get the most from data center investments and build a flexible foundation for enterprise growth. (EBOOK) VIEW ABSTRACT | GO TO

Presentation Transcript: Expanding the Data Center - Traditional Deployments Vs. The Cloud Vs. Co-location by Horizon Data Center Solutions March 2010 - (Free Research) Read this presentation transcript to learn about different data center expansion options. Discover the pros and cons of colocation, cloud computing and IT outsourcing and determine which model is best for your organization. (PRESENTATION TRANSCRIPT) VIEW ABSTRACT | GO TO

Expanding the Data Center: Traditional Deployments Vs. The Cloud Vs. Co-location by Horizon Data Center Solutions February 2010 - (Free Research) Watch this expert webcast to learn about different data center expansion options. Discover the pros and cons of colocation, cloud computing and IT outsourcing and determine which model is best for your organization. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

Data Center Expansion Options: Construction, Colocation or Cloud? by Horizon Data Center Solutions February 2010 - (Free Research) Listen to this expert podcast to learn about different data center expansion options.  Discover the pros and cons of colocation, cloud computing and IT outsourcing and determine which model is best for your organization. (PODCAST) VIEW ABSTRACT | GO TO PODCAST

Panduit's Interactive Resource Center - Unified Physical Infrastructure by Panduit February 2010 - (Free Research) During this unique and interactive event, learn more what unified physical infrastructure entails and how it can help you address the challenges of the core systems – control, power, completion, security and communications – that have traditionally existed in a siloed environment. (INFORMATION CENTER) VIEW ABSTRACT | GO TO

Gartner Newsletter Series #2: Implementing Virtualization through Data Center Physical Infrastructure Optimization by Panduit January 2010 - (Free Research) This newsletter will focus on the fundamental issues and key trends in deploying a smart data center using a Unified Physical Infrastructure℠(UPI) approach. (NEWSLETTER) VIEW ABSTRACT | GO TO

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