Contact Center Management Software, Hardware, Services and Research Papers

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Seamless Customer Conversations: Driving Intelligent Interactions in the Contact Center by Infor.

March 2008 - (Free Research) Contact centers are becoming primary interaction points for many customers. Learn how to make these important interactions more personalized and intelligent for customer retention and increased sales opportunities.

(WHITE PAPER)

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Bowen & Groves Wins ContactCenterWorld.com 2008 Members’ Choice Award by Bowen & Groves

July 2008 - (Free Research) Bowen & Groves is setting the standard in Enterprise Resource Planning software for the small to medium manufacturer. They were voted Best in Class Winner for “Best After Sales Support in the AMERICAS & the EMEA Region” in 2008.

(WHITE PAPER)

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Increase First Contact Resolution: The Key to Superior Support by Citrix Online-GotoAssist

July 2008 - (Free Research) John Ragsdale, VP of Research for SSPA makes a business case for improving first contact resolution and explain how it links to significantly reduced operating costs and increased customer loyalty.

(WEBCAST)

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Thriving in an Economic Downturn by Avaya, Inc

August 2008 - (Free Research) A guide that takes you through the latest contact center technologies, and how they can help you develop brand differentiation, elevate customer loyalty, and keep costs low -- even when everyone is tightening their budgets.

(WHITE PAPER)

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Implementing a Telecommuting Program by Avaya, Inc

June 2008 - (Free Research) This paper discusses several issues related to implementing a telecommuting home worker program for contact center agents. Certainly, the particular requirements of each company will dictate the extent to which these and other concepts are implemented.

(WHITE PAPER)

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Go Green and Increase Profitability with Virtual Contact Centers by Avaya, Inc

June 2008 - (Free Research) This paper summarizes for contact center managers the facts and fiction regarding the environmental benefits of home agent programs.

(WHITE PAPER)

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Best Practices for Home Agents by Avaya, Inc

June 2008 - (Free Research) Home agents represent an opportunity to expand and improve your call center team. And they can be a form of insurance to keep your business running if disaster strikes. This white paper contains best practices for developing a Home Agents program.

(WHITE PAPER)

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IP Enabled Contact Centers: Lowering Costs, Raising the Customer Experience by Avaya, Inc

July 2008 - (Free Research) This paper explores how Internet Protocol (IP) can be leveraged to lower the cost of enhancing customer service via the contact center.

(WHITE PAPER)

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Extraordinary Customer Service by Avaya, Inc

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.

(WHITE PAPER)

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Roadmap for Implementing a Multi-Site IP Contact Center by Avaya, Inc

May 2008 - (Free Research) This white paper discusses the challenges surrounding implementing a multi-site contact center and a solution that can assist you in making a smooth transition.

(WHITE PAPER)

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The Match Game: Is Offshoring a Fit for Your Help Desk Outsourcing Strategy? by ABS Associates Inc.

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.

(WHITE PAPER)

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Using Real-Time Information to Improve Contact Center Performance by Genesys Co.

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.

(PODCAST)

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Steps for Implementing Comprehensive Support Management by EnterpriseWizard Inc.

July 2008 - (Free Research) This demo explores how to effectively manage all aspects of customer service. Learn how to implement proactive customer service and reduce response times for an improved user experience.

(WEBCAST)

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Six Secrets for Effectively Managing a Customer Support Organization by EnterpriseWizard Inc.

July 2008 - (Free Research) This white paper discusses key strategies for maintaining an effective customer support organization.

(WHITE PAPER)

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Proactive Contact Center Management: A New Paradigm for Driving Continuous Improvement? by Genesys Co.

June 2008 - (Free Research) 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.

(WHITE PAPER)

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The Intelligent Customer Front Door: Go Beyond the Limitations of Traditional Interactive Voice Response (IVR) to Deliver Superior Customer Service by Genesys Co.

June 2008 - (Free Research) This white paper discusses how companies can transform customer service by applying intelligent business rules for optimal efficiency and a competitive advantage.

(WHITE PAPER)

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Cisco Unified CRM Connector 3.0. by Cisco Systems, Inc

The Cisco Unified Communications system is a full-featured business communications system built into an intelligent IP network.

(SOFTWARE PRODUCT)

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Oracle Business Intelligence Applications Overview by Oracle Corporation.

June 2008 - (Free Research) Oracle Business Intelligence (BI) Applications are complete, prebuilt BI solutions that deliver intuitive, role-based intelligence for everyone in an organization--from front line employees to senior management.

(WHITE PAPER)

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Simplifying Contact Center Technology by Oracle Corporation.

August 2008 - (Free Research) Computer telephony integration (CTI) enabled contact centers realize immense cost savings, increased reliability and improved performance. Learn how an on-demand solution can simplify your organization’s contact center technology.

(WHITE PAPER)

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Keeping Your Workforce Connected by Cisco Systems, Inc

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).

(WHITE PAPER)

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The Guru - Episode One: What's beyond Right Now? by Cisco Systems, Inc

February 2008 - (Free Research) A new switch? Another new server? Four more contact center agents? The challenges facing a growing business seem unlimited.

(WEBCAST)

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Bridging the Gap in CRM Application Support by Extraprise Group, Inc.

August 2008 - (Free Research) The inefficient methods for supporting a CRM environment are costing clients millions of dollars. This paper discusses new models that ease the cost and time burden for the client while providing a more-intimate client-vendor relationship.

(WHITE PAPER)

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The Multi-Channel Call Center Agent - Reality or Myth? - an AberdeenGroup Report sponsored by Astute Solutions by Astute Solutions (E-mail this company)

April 2007 - (Free Research) Read how AberdeenGroup's research, which represents a strong cross-section of industry, clearly shows that Best-in-Class companies are moving to multiple channel agent support. To achieve this, companies should look at implementing the recommendations found in this white paper.

(ANALYST REPORT)

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Astute Solutions and AberdeenGroup Benchmark Report: The Multi-Channel Call Center Agent - Reality or Myth? by Astute Solutions (E-mail this company)

July 2007 - (Free Research) The traditional call center supports four separate channels; web self-service, email, chat and voice. Aberdeen research shows that companies evaluating methods to reduce costs recognized the efficiencies of utilizing a single agent across all of the traditional channels.

(ANALYST REPORT)

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Astute Solutions and AberdeenGroup Benchmark Report: The Contact Center as a Profit Center: Optimizing a Self Service Contact Center With Speech, VoIP, Data Integration and Performance Analytics by Astute Solutions (E-mail this company)

November 2006 - (Free Research) This Aberdeen Group benchmark report summarizes research conducted with call center, customer experience, and operations executives at over 150 companies. It outlines strategies, technology investments, practices, and innovations of best-in-class contact centers, and recommends specific improvement activities to help achieve contact center goals.

(ANALYST REPORT)

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