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Business on the Move: Building a Successful Mobilisation Strategy
sponsored by Sage (UK) Limited
 | White Paper: | Posted: 16 Mar 2010
| | Published: | 16 Mar 2010 | |
Summary: |
Making your workforce mobile is about making them customer centric 24/7. A mobile salesforce and workforce can respond more urgently to business opportunities, recover from problems faster and address customer problems more quickly. Read this paper to learn about the mobile market, benefits of mobility, and practical considerations.
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Assembling the Jigsaw - Realising the Value of Data
sponsored by Sage (UK) Limited
| White Paper: | Posted: 16 Mar 2010
| | Published: | 16 Mar 2010 | |
Summary: |
The ability to manage data is becoming increasingly key to a company's ability to compete effectively in today's ever more competitive business environment. The following paper outlines some of these drivers and examines the strategic role enhanced data management can play.
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Breaking Down the Barriers to Business
sponsored by Sage (UK) Limited
| White Paper: | Posted: 12 Mar 2010
| | Published: | 12 Mar 2010 | |
Summary: |
Organizations that seek the elusive goal of a single view of the customer need first to instill an information-sharing culture throughout the company, not simply attempt to apply a quick technology fix. Read this white paper to learn more about how to creat a knowledge-sharing culture in your business.
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Delivering Customer Service via the Contact Center and the Web
sponsored by Microsoft
| Analyst Report: | Posted: 09 Mar 2010
| | Published: | 01 Sep 2009 | |
Summary: |
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.
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The Empowered Customer: Productivity Enhancements in a Digital Era
sponsored by Microsoft
| White Paper: | Posted: 09 Mar 2010
| | Published: | 05 Mar 2010 | |
Summary: |
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.
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Service Benchmarking and Measurement: Using Metrics to Drive Customer Satisfaction and Profits for Contact Centers
sponsored by Microsoft
| Analyst Report: | Posted: 09 Mar 2010
| | Published: | 01 Jun 2009 | |
Summary: |
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.
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Presentation Transcript: A Practical Guide to Measuring Customer Satisfaction in a Contact Center
sponsored by Interactive Intelligence, Inc.
| Presentation Transcript: | Posted: 08 Mar 2010
| | Published: | 05 Mar 2010 | |
Summary: |
This Presentation Transcript shares best practices on how to design, deploy and assess customer satisfaction surveys and use that information to improve performance in the contact center.
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How To Kiss Your On-Premise Call Center Goodbye - Vendor Webcast
sponsored by Contactual, Inc.
 | Webcast: | Posted: 08 Mar 2010
| | Premiered: | Available On Demand | | | Speakers: |
Kimberly Odom, Senior Director Of Marketing, Contactual
Mike McGowan, Customer Service Business Analyst, Schneider Electric
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Summary: |
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.
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JN Data Success Story
sponsored by CA
| Webcast: | Posted: 05 Mar 2010
| | Premiered: | Available On Demand | |
Summary: |
Using the CA Wily Application Performance Management (APM) solution consisting of CA Wily Introscope® and CA Wily Customer Experience Manager™, JN Data better manages Web applications through faster diagnosis of problem root causes in its customers’ heterogeneous environments. Watch this webcast to learn the details.
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Total Economic Impact™ Of CA Wily Application Performance Management
sponsored by CA
| Analyst Report: | Posted: 05 Mar 2010
| | Published: | 02 Jun 2009 | |
Summary: |
This study examine the total economic impact and potential return on investment (ROI) that enterprises may realize by deploying CA Wily Application Performance Management (APM). Read this report for a discussion of the key findings.
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JN Data Improves End-User Services through More Effective Web Application Management
sponsored by CA
| Case Study: | Posted: 05 Mar 2010
| | Published: | 19 Feb 2009 | |
Summary: |
Read this paper to learn how using the CA Wily Application Performance Management (APM) solution consisting of CA Wily Introscope® and CA Wily Customer Experience Manager™, JN Data better manages Web applications through faster diagnosis of problem root causes in its customers’ heterogeneous environments.
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Self-Service: Putting Customers First Makes You a Winner
sponsored by Microsoft
| White Paper: | Posted: 05 Mar 2010
| | Published: | 01 Apr 2009 | |
Summary: |
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.
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Owens & Minor Migrates Off Mainframe to Windows to Enhance Customer Service, Improve Flexibility, and Drive Innovation
sponsored by Micro Focus, Ltd
| Case Study: | Posted: 04 Mar 2010
| | Published: | 01 Dec 2009 | |
Summary: |
Owens & Minor needed to modernize its existing, business-critical enterprise systems while retaining unique business logic. Maintaining the competitive advantage embedded in this business logic while reducing costs to enable re-investment in customer-led improvements was imperative.
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Business Intelligence Trends: The Next Generation of Performance Management
sponsored by Attivio, Inc.
| White Paper: | Posted: 25 Feb 2010
| | Published: | 24 Feb 2010 | |
Summary: |
BI applications, business process improvements, and improving the use of information and analytics has become a big trend lately. In light of this, this paper focuses on why you need to look for solutions that unify access to all types of information in analytical applications such as BI and BPM.
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Dimension Data Helps CommVault Create Integrated Global Contact Center and Maintain Top Performance Leveraging Uptime Powered by Cisco Services Support
sponsored by Dimension Data
| Case Study: | Posted: 25 Feb 2010
| | Published: | 25 Feb 2010 | |
Summary: |
In early 2007, amid rapid international growth, CommVault saw a need to improve customer service and support while holding the line on costs. Learn how they used both Cisco's Unified Contact Center Enterprise (UCCE) solution and Uptime powered by Cisco to integrate their international contact centers and expand their use of IP telephony.
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MORE SPECIFIC TOPICS:
Customer Satisfaction |
Customer Self-Service |
Web-Based Self-Service