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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Goodbye by Contactual, Inc. March 08, 2010 - (Free Research) This webcast discusses how on-premises call centers are outdated and inhibit the delivery of first-rate customer experience.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

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

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

Self-Service: Putting Customers First Makes You a Winner by Microsoft April 01, 2009 - (Free Research) This paper examines the business and call center trends driving automation, and provides insight on finding the right balance between self-service and live agent support.  (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Service Benchmarking and Measurement: Using Metrics to Drive Customer Satisfaction and Profits for Contact Centers by Microsoft June 01, 2009 - (Free Research) The ability to measure, monitor, assess, and track KPIs is critical to any organization's ability to manage its service operations. This report reveals how “Best-in-Class” contact and call center firms, distinguish themselves from the others. (ANALYST REPORT) VIEW ABSTRACT | GO TO ANALYST REPORT

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

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) VIEW ABSTRACT | GO TO WHITE PAPER

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

Differentiation through Service Excellence Driving Customer Loyalty and Service Profitability by SAP America, Inc. September 17, 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) 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

New Contact Center Megatrends and How to Ride them: The Contact Center Executive’s Guide to Career Success in Turbulent Times by eGain Communications Corp. February 2010 - (Free Research) Megatrends are not fads; they won’t go away after a while. The trick is to embrace change and stay ahead of these trends instead of getting swept away. This paper discusses what the seven megatrends of transforming contact centers today. Read on to learn more about these trends and learn some proven ways of how to benefit from them. (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

7 Habits of Highly Effective Contact Centers and Help Desks by eGain Communications Corp. February 2010 - (Free Research) In this paper, we discuss seven traits of successful contact centers and help desks, backed by stories and tips from our customers - some of the world’s most innovative customer service and support organizations. Read on to learn more about the seven habits that could set your contact center or help desk on the path to success and growth. (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

A Standard Approach to Process Documentation by Lombardi Software December 2009 - (Free Research) Rachel Pace-Maron, Director of Operations Support Service at PRC, was asked to document, standardize and communicate all of her company's processes to help improve business processes across 15 domestic and 5 international call centers. Listen as Rachel shares her experience and covers key learnings. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

The Empowered Customer: Productivity Enhancements in a Digital Era by Microsoft March 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

Financial Guide: How to save Money and Create Value in a Tough Economy by Planon January 2009 - (Free Research) Real Estate and Workplace industry metrics and studies strongly suggest that hidden value on the balance sheet can reside within real estate and workplace assets. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Repair Technicians Switch from Paper to Mobile Workforce Management Solution by BlackBerry December 2009 - (Free Research) AIS Construction Equipment (AIS), a heavy construction equipment dealership that sells, rents and repairs machinery, was challenged to automate work orders completed by service technicians who repair heavy equipment to accelerate the billing cycle, follow up on sales leads and improve customer service. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

Emerson Network Power Rack PDU Solutions: Rack Power Distribution for Critical IT Equipment by Emerson Network Power January 2010 - (Free Research) Today's successful businesses depend on adaptable technologies to help them respond quickly to market demands. Emerson Network Power's portfolio of products provide innovative, flexible solutions that ensure reliability and efficiency. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Liebert® CRV™ Row-Based Cooling: Intelligent Precision Cooling for Data Center Equipment by Emerson Network Power January 2010 - (Free Research) In 2002, Emerson Network Power's Liebert XD family was the industry's first row-based cooling system. Now, we have taken more than 40 years of engineering experience and the most advanced technologies to design the Liebert CRV row-based precision cooling system. Learn the flexibility, TCO and availability benefits of their latest cooling solution. (BROCHURE) VIEW ABSTRACT | GO TO

Preventive Maintenance Strategy for Data Centers by APC by Schneider Electric February 2009 - (Free Research) This white paper describes the types of PM services that can help safeguard the uptime of data centers and IT equipment rooms. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

eBook: Energy Efficient IT-Chapter 3: Principles of Data Center Infrastructure Efficiency by APC by Schneider Electric February 2010 - (Free Research) Chillers, air handlers, power distribution, backup power - all of the mechanical processes that keep servers running smoothly account for more than half of an IT energy bill. But this is changing. Energy-efficiency best practices and equipment designs are available to help enterprises reduce their data center energy usage. (EBOOK) VIEW ABSTRACT | GO TO

Unified Physical Infrastructure (UPI) Strategies for Thermal Management by Panduit January 2010 - (Free Research) This white paper demonstrates how air sealing grommets can be used to close raised floor cutout spaces and improve data center cooling efficiency. Solutions that achieve the highest level of sealing effectiveness support network uptime goals by contributing to maximum cooling efficiency and providing superior cable management. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Energy Logic: Reducing Data Center Energy Consumption by Creating Savings that Cascade Across Systems by Emerson Network Power January 2010 - (Free Research) Energy Logic is a vendor-neutral roadmap for optimizing data center energy efficiency that starts with the IT equipment and progresses to the support infrastructure. This paper shows how it can deliver a 50 percent or greater reduction in data center energy consumption without compromising performance or availability. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Energy Impact of Increased Server Inlet Temperature by APC by Schneider Electric July 2009 - (Free Research) The quest for efficiency improvement raises questions regarding the optimal air temperature for data centers. The goal is to find the optimal temperature range where the combined IT and cooling load is minimized. Data presented is based upon actual sealed testing of different cooling systems when subjected to the simulated composite server... (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

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