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Windows Phones and Unified Communications
Gain a more solid understanding of UC, why it’s essential for your business today, and what makes Windows phones ideal for secure UC environments.
Sponsored by: Microsoft
Date: November 2009 |
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SIP Trunking is Key to Accelerating Unified Communications Deployments
Considering unified communications (UC) for your business? Discover the key to simplifying deployment, maximizing value and raising adoption company-wide.
Sponsored by: Sprint
Date: June 2009 |
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IBM WebSphere Portal for z/OS taps into System z, Web 2.0: Executive update
See how to lower costs and extract value faster with more responsive, interactive and intuitive business applications from WebSphere Portal Version 6.1.
Sponsored by: IBM
Date: December 2008 |
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Switching From Salesforce.com to Microsoft Dynamics CRM Helps Jones Lang LaSalle Implement Global Enterprise Model
Read how one global real estate company provided its diverse international user base with worldwide access to consistent customer information.
Sponsored by: Microsoft
Date: July 2008 |
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Microsoft Dynamics Webcast: Developing a High Performance Sales Team With Microsoft Dynamics CRM 4.0
Learn how your sales organization can strengthen and streamline the way it finds, keeps, and grows customer relationships with Microsoft Dynamics 4.0.
Sponsored by: Microsoft Tips
Date: January 2008 |
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Nortel Networks Case Study: Call Centre Solutions Call Centre Solutions Ltd. is a Call Centre Operator based in Dublin, Ireland. The challenge was to select an advanced, continuously updated, and flexible call... Company: Nortel Networks | 
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Quality Service Through Call Center Transformation Bank of Ireland Group provides a broad range of financial services in Ireland to the personal, commercial, industrial, and agricultural sector. Bank of Ireland realized... Company: Siebel Systems | 
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Hitachi Case Study: Call Center Support With the transfer of staff from one section to another between branches, staff working in the call center had to deal with a greater volume... Company: Hitachi | 
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Powering YORK International Service With Siebel Service Through YORKConnect This webcast discusses how YORK is leveraging Siebel CRM to achieve its stated goal of doubling its service revenue in the next five years. This... Company: Siebel Systems |
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Customer-Centric CRM: Fully Optimizing CRM
Customers, after all, are your most important assets. Discover how to rethink your CRM processes from the outside in, and evolve your current CRM projects...
Company: RightNow Technologies
Date: September 2004 |
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Successful CRM: Turning Customer Loyalty into Profitability
In this white paper, you'll learn why listening to the voice of the customer is so crucial to CRM success--and how genuine customer loyalty impacts...
Company: RightNow Technologies
Date: October 2004 |
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Contact Analytics: Driving Greater Efficiency, Higher Revenue, and Increased Customer Satisfaction Contact Center Analytics is a major factor in keeping customers loyal and satisfied, while maintaining reasonable costs. Learn the best solution for contact center managers... Company: Siebel Systems |
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Managing Customer Emails: 10 Signs You Have Outgrown Microsoft Outlook It's hard not to offer an email customer service option if you have a website. It's like a brick-and-mortar business not providing a phone number... Company: eGain Communications | 
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Deploying Responsive, Efficient, Flexible Call Center Support Headquartered in Lincolnshire, Illinois, Takeda Pharmaceuticals North America, Inc. (TPNA) is a wholly owned U.S. subsidiary of Takeda Chemical Industries, Ltd., Japan's largest pharmaceutical company.... Company: EMC | 
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Four Great Revenue Strategies for Customer Service
Your customer service department represents a tremendous untapped source of revenue opportunities for your company. This paper outlines four such revenue strategies: aggressive mining of...
Company: RightNow Technologies
Date: January 2005 |
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Are You Exceeding Your Customers' Expectations?: Strategies, Metrics, and Best Practices for a Customer-Focused Contact Center
Customer service has become one of the burning issues confronting businesses. Very likely, you have already implemented one or more customer-focused strategies and some form...
Company: Oracle
Date: January 2005 |
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Usability in Enterprise Customer Service Applications: The Impact to Productivity, Customer Satisfaction, and Profitability
This paper examines the current state of usability in enterprise customer service applications, and the benefits to an organization when those applications are highly usable....
Company: Oracle
Date: November 2004 |
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Business Process Management: Best Practices of Coors Brewing Co., Deere & Co., and Northrop Grumman Space Technology Modern organizations must manage an ecosystem with no boundaries, one that is consistently buffeted by globalization, faster cycle time requirements, unknown competitors, and complexity at... Company: APQC | 
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The Total Customer Experience: Best Practices of Cisco, Lands' End, and Air Products and Chemicals Regardless of whether we are business customers or independent consumers, we desire "one version of the truth." Learn how best-practice organizations provide one version of... Company: APQC |
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Monash University Expedites SAP Implementation With Testing Tools From Mercury Monash University is Australia's largest university with 40,000 students and 5,000 staff at multiple campuses. The challenge faced by Monash University was to ensure a... Company: Mercury Interactive | 
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Contact Center Outsourcing: Lessons From the Enterprise
Contact center outsourcing is a viable option for enterprises needing to provide premier customer service, while controlling capital and operating expenses. As a strategic business...
Company: Intel
Date: December 2004 |
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Benefits of Enterprise Instant Messaging Instant messaging (IM) allows users to communicate in a manner similar to face-to-face interaction, in that it allows a real-time conversation to take place without... Company: Secure Computing | Secure Computing |
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Three Best Practices for Today's Profitable Contact Centers
Today's revenue engine is tomorrow's cost center - or is it the other way around? If any aspect of the enterprise was a solid candidate...
Company: Avaya
Date: January 2005 |
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Superior Customer Relationships: Best Practices of Eastman Kodak Co., Medrad Inc, and Fidelity Investment Services Most organizations in a given marketplace want close customer relationships and pursue these relationships using advanced technologies, refined and aligned processes, and well-trained people. Unfortunately,... Company: APQC |
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An IVR Platform for Top-Notch Customer Service That's Time and Modey Efficient Quality customer service is at the very core of Westar Energy's values. And in order to better and more consistently provide that quality service, Westar... Company: Nortel Networks |
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Technology to Support Contact Center Agents Working Remotely
Computer telephony integration (CTI) for contact centers was originally developed for office PBX environments, that is, non-remote. However, advanced telephony services and mobility have been...
Company: Alcatel
Date: January 2005 |
Alcatel |
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Real-Time Contact Centers: What the Competition Knows That You Don't
This white paper examines the complexities of today's contact center operations and identifies the chasm between the mountain of historical data and the contact center's...
Company: Informiam
Date: October 2005 |
Informiam |
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Best Practices: People Plus Technology Determines CRM Success
Rapid user adoption of CRM technologies is crucial to achieve productivity gains from customer-facing investments. The Bank of New York used a "high user involvement"...
Company: Forrester Research
Date: May 2005 |
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7 Habits of Highly Effective Contact Centers and Help Desks More than a decade ago, Stephen Covey wrote about seven key habits that can help people elevate their personal and professional effectiveness in a ground-breaking... Company: eGain Communications |
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Combining Service Excellence with Profitability: The New Contact Center Best Practice In this paper, we discuss ten tried and tested ways of improving email interactions with customers. These tips and best practices have been used by... Company: eGain Communications |
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Doing More with Less: Next-Generation Strategies and Best Practices for Customer Service Our new economic reality is one of increased competition, informed and demanding customers, commoditization of products and services, and relentless pressure to cut costs. In... Company: eGain Communications |
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Chat and Cobrowse on the Web: Wow and Win Online Customers with Realtime Service and Support With more and more customer interactions moving online, it is hardly surprising that some businesses are no longer content with using the web for self-service... Company: eGain Communications |
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How Intelligent Notification Can Increase Response Time and Reduce Costs for Your Service Support Center BMC Remedy Service Management experts will explore how improvements in self-service, knowledge management, notification, tracking, and root cause analysis allow you to control costs and... Company: BMC Software | 
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The benefits of leveraging a content infrastructure for Digital Asset Management (DAM)
When deploying a Digital Asset Management (DAM) solution, using a content management middleware approach may be critical to long-term success. The IBM DB2 Content Manager...
Company: IBM
Date: October 2004 |
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See how retail banks can break down the barriers to innovation
Retail banking has traditionally been a place where the road to innovation is blocked by numerous barriers: IT, corporate culture, operational limitations and more. But...
Company: IBM
Date: June 2005 |
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Cisco Gold Partner CTI Deploys Call-Center Solution for Florida Credit Union Publix Employees Federal Credit Union (PEFCU) serves the financial needs of the 12,000-plus associates of Publix Super Markets, Inc. and their family members. PEFCU's main... Company: Cisco Systems | 
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Business Value Reporting and Analytics: Avaya Operational Analyst
Avaya Operational Analyst speeds managerial decision-making through comprehensive data collection and reporting capabilities that simplify analysis of multi-site and multichannel performance data. It complements and...
Company: Avaya
Date: April 2005 |
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Improving Service & Support with Service Resolution Management (SRM) With research from the SSPA showing that at least 82% of the cost of delivering support comes from resolving customer issues, Service Resolution Management has... Company: Knova Software | 
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IDC Perspectives on Migrating to IP Telephony
IP Telephony continues its march toward widespread deployment in critical business environments. Corporate management is increasingly grappling with the complexities of how to make this...
Company: Avaya
Date: August 2004 |
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Critical Success Factors for Real-time Collaboration, by Osterman Research
Collaboration — the sharing of information and ideas — is a critical business process that is becoming more critical in an era of tighter profit...
Company: SiteScape
Date: April 2005 |
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Case Study: Eskom Eskom, South Africa's state-owned electricity company, is the seventh largest utility in the world in terms of generation capacity, and ninth in terms of sales.... Company: Graham Technology | Graham Technology |
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Case Study: BT In 1996, BT embarked on one of the most challenging telemarketing projects ever undertaken by a telecommunications company. The key aims of the project were... Company: Graham Technology | Graham Technology |
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Case Study: Telkomsel Telkomsel is the fastest growing telecommunications company in the world. Telkomsel provides GSM cellular services in Indonesia, through its own nationwide, dual-band GPRS network and,... Company: Graham Technology | Graham Technology |
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Customers Want Live, Speedy Support
EXECUTIVE SUMMARY: Data from Forrester's Consumer Technographics® Q3 2005 North American Survey reveals that North American households prefer and use human channels more than automated...
Company: Forrester Research
Date: January 2006 |
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Top 10 Misconceptions about Problem Management and Incident Resolution
A fresh look at the current generation of automated problem resolution software reveals that the rules have changed. The cost benefit equation has tipped in...
Company: iConclude
Date: October 2005 |
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- Showing items 41-80 of 613
- « Previous 40 | Next 40 »
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