Call Center Management | Customer Service (General) | Customer Relationship Management (CRM) | Customer Experience Management (CEM) | Data Center Management | Contact Center Management | Business Process Management (BPM) | Business Intelligence Solutions | Availability, Performance and Problem Management | Telephony/ CTI/ VOIP

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Goodbye by Contactual, Inc. March 08, 2010 - (Free Research) This webcast discusses how on-premises call centers are outdated and inhibit the delivery of first-rate customer experience.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

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

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

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

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

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

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

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

Better Customer Insight, Better Bottom Line: Gaining Insight from Unified Information Access by Attivio, Inc. December 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

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

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

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

Mobilizing the Service Call Offers Ricoh Numerous Business Advantages by BlackBerry December 2009 - (Free Research) Ricoh Americas Corporation (Ricoh), a provider of document solutions, wanted a solution to automate service calls handled by field service technicians. They decided to create an application for the BlackBerry® solution that would improve call efficiency and give technicians more control over the tasks performed during their day. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

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

Beyond Boundaries: A New Role in Finance in Driving Business Collaboration by SAP America, Inc. June 2008 - (Free Research) In June 2008, CFO Research Services conducted a research program among senior finance executives in the United States, Europe, Asia, and Australia. The research looked at what kinds of alliances companies are forming and how finance sees itself working with internal and external partners to establish and assess successful alliances. (ANALYST REPORT) VIEW ABSTRACT | GO TO ANALYST REPORT

Increasing IT Efficiency by Mobilizing ITSM and ITIL Capabilities by BlackBerry November 2007 - (Free Research) This Webcast reviews the best practices and business drivers for mobilizing ITSM applications. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

Presentation Transcript: Helping IT Gain Efficiencies and Reduce Costs - Microsoft System Center by Microsoft February 2010 - (Free Research) In this presentation transcript, experts Sacha Dawes and Kenon Owens discuss topics including best practices to monitor virtual and physical workloads, meet high availability needs, improve CMBD, asset management and integrating a self-managing solution to accelerate troubleshooting and problem resolution. (PRESENTATION TRANSCRIPT) GO TO

Working Smart in IT Operations: The Case for Consolidated Operations by Hewlett-Packard Company October 2008 - (Free Research) This paper explores the problems IT operations can encounter in coordinating the activities of application and infrastructure specialist teams, and it proposes an approach-- consolidated operations-- designed to get incidents to the right person with the right information fast so problems can be resolved quickly, with no duplication of effort. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Top Five Business Reasons Organizations use Hitachi Modular Storage in Virtualized Environments by Hitachi Data Systems January 2010 - (Free Research) Following are the Top Five Business Reasons organizations tell us they are deploying the Hitachi Adaptable Modular Storage 2000 family in their virtualized environments. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Get More Virtual: Protecting Microsoft Applications with Dell and VMware vSphere 4 by Dell, Inc. October 2009 - (Free Research) Watch this webcast to learn how to ensure application security and availability in your VMware environment. Discover how to provide quick recovery of applications and how to use automation for server application protection. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

Data Center Consolidation & Business Continuity by Blue Coat March 2009 - (Free Research) Consolidating data centers directly affects OPEX by reducing costs -- not only of buildings, but the staff to run the data centers -- as well as reducing the complexity of the network. When consolidation is well architected, it calls for data mirroring, storage replication, and backup processes in order to proactively plan for business continuity. (PRODUCT OVERVIEW) VIEW ABSTRACT | GO TO

Monitoring Trading Partner Agreements - Using Business Intelligence to Enhance BAM Activities by Information Builders June 2008 - (Free Research) This white paper will explain what to look for in a complete integration platform and how to use BI technology in conjunction with BAM tools to achieve zero information latency and self-correcting processes. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

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