Customer Service Outsourcing White Papers

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May 26, 2012

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Customer Service Outsourcing

Customer Service Outsourcing White Papers (View All Report Types)

Premise vs. Hosted Contact Center: Total Cost of Ownership Analysis sponsored by inContact WHITE PAPER: This white paper presents the results of a total cost of ownership (TCO) analysis comparing premise-based and hosted contact center platforms. Posted: 08 Aug 2011 \| Published: 08 Aug 2011 TOPICS: Call Center Management \| Call Center Software \| Capital Expenditures \| Cloud CRM \| Contact Center Management \| Contact Center Services \| Contact Center Software \| TCO

Transforming the Customer Experience: How Four Contact Centers Did It Successfully sponsored by inContact WHITE PAPER: If your organization isn't on the cloud yet when it comes to customer service, then you may be severely disadvantaged. Competition for customer service is increasing and your company needs all the latest tools to stay ahead of the game. Read this white paper to learn how four contact centers adopted agile cloud-based computing technologies. Posted: 16 Sep 2011 \| Published: 16 Sep 2011 TOPICS: Cloud Computing \| Cloud CRM \| Contact Center Management \| Contact Center Services \| Contact Center Software \| Contact Centers \| CRM \| CRM Best Practices \| CRM Services \| CRM Software \| Customer Loyalty \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices

Speech, Performance, Desktop and Text Analytics The Case for Unified Analytics in the Contact Center sponsored by Enkata Technologies WHITE PAPER: This paper discusses the strengths and weaknesses of a variety of analytic applications, how they can help your business, and why and how you should integrate these platforms for optimum performance. Posted: 26 Apr 2012 \| Published: 26 Apr 2012 TOPICS: Analytic Applications Software \| Contact Center Management \| Contact Center Services \| Contact Center Software \| Contact Centers \| Data Analytics \| Text Analytics

Building the Contact Center of the Future sponsored by inContact WHITE PAPER: This comprehensive white paper discusses the future of contact centers. From tools to strategy this paper covers all you need to know about ensuring that your customer service stays up to date. Posted: 15 May 2012 \| Published: 15 May 2012 TOPICS: Call Center Management \| Call Center Services \| Call Center Software \| Call Centers \| Contact Center Services \| Contact Center Software \| Contact Centers \| CRM \| CRM Best Practices \| CRM Software \| Customer Service \| Customer Service Best Practices

CW+ Exclusive EquaTerra research: Taking the pulse of the European outsourcing market sponsored by ComputerWeekly.com WHITE PAPER: EquaTerra is pleased to offer to Computer Weekly readers a custom, European focused edition of the results from its 2Q10 EquaTerra global business and information technology (IT) services Pulse survey. Posted: 24 Oct 2011 \| Published: 24 Oct 2011 TOPICS: IT Outsourcing Services \| IT Service Management \| IT Services \| Outsourcing \| Surveys

Why Consider Serena For Orchestrating IT Service Management: 3 Reasons To Evaluate Serena When Replacing Or Extending Existing Service Desk Solutions sponsored by SERENA Software, Inc. WHITE PAPER: Read this white paper to learn about how Serena is well positioned to help customers that want to re-evaluate, restructure and orchestrate their service delivery processes that cross organizational boundaries as part of a broader ITSM initiative. Posted: 03 Apr 2012 \| Published: 03 Apr 2012 TOPICS: Business IT Alignment \| Business Process Management \| Business Process Management Software \| Business Processes \| Business Service Management \| IT Infrastructure \| IT Management \| IT Service Management \| IT Services \| ITIL

Orchestrated Service Management: A new process-driven approach to ITSM that addresses cost, visibility and usability challenges sponsored by SERENA Software, Inc. WHITE PAPER: This whitepaper compares and contrasts Orchestrated Service Management (OSM) systems to the other classes of ITSM systems in use today. It describes these defining characteristics, thereby creating a template for IT leaders to use when evaluating modern ITSM systems. Posted: 04 Apr 2012 \| Published: 04 Apr 2012 TOPICS: Business IT Alignment \| Business of Information Technology \| Business Process Management \| Business Service Management \| IT Best Practices \| IT Infrastructure \| IT Management \| IT Management Services \| IT Managers \| IT Service Management \| IT Services \| ITIL

G-Cloud Report: Service Specification Approach sponsored by ComputerWeekly.com WHITE PAPER: The G-Cloud, Government Applications Store and Data Centre Consolidation Phase 2 programme started on 5 October 2009 and will run till 12 February 2010. The programme comprises seven workstrands and a Programme Office function. Posted: 21 Oct 2011 \| Published: 21 Oct 2011 TOPICS: IT Outsourcing Services \| IT Service Centers \| IT Service Management \| IT Services

Technology Industry Survey2012 sponsored by ComputerWeekly.com WHITE PAPER: Whether it is an inappropriate ‘tweet’, an internetsecurity scandal or a story of the fastest growingcompany in the world, technology, be it for theright or wrong reasons, has become regular frontpagenews.This survey aims to give a snapshot of thetechnology industry from the inside. Posted: 21 Oct 2011 \| Published: 21 Oct 2011 TOPICS: IT Best Practices \| IT Departments \| IT Infrastructure \| IT Management \| IT Services

CW+: How to build, secure, manage and measure IT workloads sponsored by ComputerWeekly.com WHITE PAPER: Computing infrastructure today is highly versatile and this has many benefits for businesses. Unfortunately, it also has downsides; use that infrastructure unintelligently and costs can get out of control. Posted: 20 Oct 2011 \| Published: 20 Oct 2011 TOPICS: IT Asset Management \| IT Asset Management Software \| IT Management Services \| IT Managers \| IT Service Management

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