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Best Practices in the Call Center: A Customer Touch-Point Methodology by Oracle Corporation January 26, 2009 - (Free Research) One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Security in the Call Center: Verifying Customer Identities without the Inconvenience by RSA, The Security Division of EMC September 18, 2009 - (Free Research) Is securing the Call Center possible without impacting the customer experience? This paper discusses the advantages and benefits of using knowledge-based authentication (KBA) to bolster Call Center security over other solutions. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Award-Winning VoIP Provider Deploys Five9 in Profit Centers to Launch Marketing Campaigns by Five9 September 10, 2009 - (Free Research) Read case study to learn how Vonage selected the Five9 Virtual Call Center Suite to launch an ambitious campaign to win back over 70,000 customers. Read on to learn how Five9 Virtual Call Center Suite offers superior-quality VoIP, predictive dialer, inbound call capabilities, comprehensive management and customer tracking tools, and more. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

The Leader in On-Demand Call Centers: Five9 Product Overview by Five9 September 10, 2009 - (Free Research) Five9 is the leader in on-demand call center products. Watch this overview to learn about all the products Five9 has to offer to help improve your call center operations and learn just how easy it is to use the many products available from Five9. (PRODUCT OVERVIEW) VIEW ABSTRACT | GO TO

Still Struggling to Reduce Call Center Costs without Losing Customers? by SAP America Inc February 01, 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. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Leading Auto Repair Services Provider Boosts Efficiency with Easy-to-Use CRM Solution by Microsoft July 25, 2008 - (Free Research) After evaluating several customer relationship management solutions, including Salesforce.com, the company replaced NetSuite CRM with Microsoft Dynamics® CRM. Using Microsoft Dynamics CRM, the company cut call times in its customer support call center by 30%, reduced agent training time by 25 percent, and strengthened its growth capacity. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

Five Steps To Effective Corporate Governance by Wipro Technologies February 27, 2009 - (Free Research) This whitepaper takes a look at the importance of corporate governance in today's context, some best practices that companies can adopt in this area for effective corporate governance and, more specifically, lays out 5 important steps to effective corporate governance. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Securing Virtualization in Real-World Environments by IBM June 25, 2009 - (Free Research) This paper examines many of the concerns associated with virtualization and describes how the breadth of security experience, focused under the IBM Security Framework, helps customers better understand and prioritize these risks, and helps build a strong security posture that positions organizations to reap the full rewards of this technology. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

For Ceridian, it Pays to Provide High-Quality Support by LogMeIn, Inc. September 16, 2009 - (Free Research) This case study describes how Ceridian used LogMeIn Rescue to streamline its 50-to 90 day implementation process and to increase troubleshooting capabilities for customer support analysts handling 2,500 calls per day. With Rescue in place, Ceridian has experienced an increase in their customer satisfaction rates, which have grown from 83% to 94%. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

Giving Nurses More Time to Care by LogMeIn, Inc. September 16, 2009 - (Free Research) The IT team at Palm Valley Health Care needed to provide technical support to their 200 field nurses and wide-spread administrative staff throughout South Texas. Find out why they chose LogMeIn Rescue to solve 9 out of 10 support issues remotely. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

VoIP and Lower TCO Will Drive Adoption of Hosted On-Demand Contact Centers by Five9 September 10, 2009 - (Free Research) Read this paper to learn how organizations that have selected a hosted contact center solution have minimized or even eliminated the cost of their IT or telecom support departments. Keep reading to learn what the benefits a hosted contact center solution can have for your company. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Expand Your Reach: Mastering Multi-Modal Survey Research by SPSS Inc. Worldwide Headquarters April 14, 2009 - (Free Research) Whether it's in your call center, on the Web, or in-person, effective survey research requires proven practices that reach across the board. In this webcast, you learn how to cut the costs and improve the performance of your survey research efforts - regardless of where you reach your respondents or what language they speak. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

CRM without Compromise: A Strategy for Profitable Growth by SAP America Inc April 2007 - (Free Research) This white paper describes the concept of “CRM without compromise,” elucidating how organizations can maximize their results by taking a more structured, holistic approach to CRM across the enterprise to gain a competitive advantage and profitable growth. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

BlueArc Network Storage Platforms by BlueArc Corp. August 2009 - (Free Research) BlueArc offers the highest performing, most scalable network storage systems on the market through the Titan and Mercury Servers. The Titan and Mercury platforms operate in conjunction with BlueArc's comprehensive technology framework, which incorporates advanced data management services and an integrated storage ecosystem. (DATA SHEET) VIEW ABSTRACT | GO TO

Green IT Matters at Wipro LTD by Wipro Technologies September 2009 - (Free Research) In September 2009, Wipro Ltd (Wipro), a global corporation in the Information Technology Enabled Services (ITES) industry which was head-quartered in Bangalore, India, was reviewing its Green IT plan. Read this white paper to learn more about Wipro's quest to become a true ecologically sustainable company. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Addressing the challenges of implementing a customer-centric strategy by Infor CRM December 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

Midmark Aims for Excellence with Efficient Products and Support by LogMeIn, Inc. September 2009 - (Free Research) Find out how healthcare equipment and diagnostic product vendor, Midmark, uses LogMeIn Rescue to give helpdesk support to internal and external users, and customers worldwide on their PC's, Macs and smartphones. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

Enterprise, Back-Office Applications Propel our Business: An order management system, payroll and customer call center that connects your organization with customers and employees by IBM October 2009 - (Free Research) With Oracle Applications Extension for Rational Performance you no longer have to jeopardize your business engine during an upgrade. You’ll eliminate risk, increase testing productivity, speedy delivery, and ensure the quality and scalability of your business systems. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Help Desk vs. Service Desk: Which One is Right for You by Numara Software March 2009 - (Free Research) This white paper is intended to help support center managers self-assess their center's primary functions and maturity level in order to choose an incident management system that best fits their needs without wasting money on features that will not be used. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Empowerment as a Growth Strategy by Oracle Corporation September 2007 - (Free Research) Companies are using technology and other tools to help employees deliver an organization's best collective thinking during each customer interaction. Among them is Hewlett-Packard (HP), which we will feature in this paper. We will also explain why empowering your key customer-facing employees is the new path to achieving extraordinary results. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Case Study: Unified Communications and Indiana University Medical Group by CDW Corporation September 2009 - (Free Research) When outdated equipment and disparate systems were hampering in-house communications, customer service, and workflow, Indiana University Medical Group turned to CDW for a three-part Cisco solution. This case study gives details on the benefits they gained. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

Load Testing 2.0 - The Next Generation of Load Testing for the Web 2.0 World by Gomez July 2009 - (Free Research) Read this paper to learn why Load Testing 2.0 solutions are needed and who benefits. Learn best practices to get business value out of advanced load testing features, the limits of load testing 1.0 solutions, how today's approach complements existing 1.0 solutions, and what factors are important for selecting successful Load Testing 2.0 solutions. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Differentiation through Service Excellence Driving Customer Loyalty and Service Profitability by SAP America Inc September 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

Improving Customer Support and Help Desk Efficiencies with On-Demand Remote Support by NTR Global October 2009 - (Free Research) This white paper will help anyone responsible for improving customer experiences with affordable technology solutions to understand why self-service support falls short in terms of immediate customer response expectations, how on-demand remote support delivers immediate ROI benefits, and what to look for in a new remote support solution. (PRESENTATION) VIEW ABSTRACT | GO TO

Avoiding 7 Common Mistakes of IT Security Compliance by Qualys, Inc. April 2009 - (Free Research) This guide describes seven typical mistakes of IT security compliance and how you can use these lessons to help your organization achieve its compliance goals. (EGUIDE) VIEW ABSTRACT | GO TO

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