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May 24, 2013

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Dying to Comply sponsored by Aspect WHITE PAPER: In 2010 when Ofcom, the United Kingdom's regulatory authority for communications industries, revised their regulations regarding outbound calling, businesses were outraged. Companies feared that the revisions would hinder their success. Read on to learn how complying with these changes can actually lead to improved performance and productivity. Posted: 18 Dec 2012 \| Published: 31 Oct 2011 TOPICS: Best Practices \| Call Center Management \| Call Centers \| Compliance (Systems Operations) \| Contact Center Management \| Contact Centers

Cellular One sponsored by Aspect CASE STUDY: Cellular One relied on inefficient technologies that required too much manual labor and resulted in sub-par customer interactions. In this case study, discover how they leveraged a single-platform strategy to drastically enhance their customer experience by combining workforce, quality and performance management capabilities with CRM technology. Posted: 23 May 2013 \| Published: 30 Apr 2013 TOPICS: Call Center Management \| Call Centers \| Contact Center Management \| Contact Centers \| CRM \| Customer Satisfaction \| Customer Service \| Workforce Planning

Octel Dies in 2014, What’s Next? sponsored by AVST VIDEO: Discover how you can enjoy all the benefits of a next-generation unified communications system, all while protecting your current TDM and IP-PBX telephony infrastructure. Posted: 29 Mar 2013 \| Premiered: 25 Jan 2013 TOPICS: Call Centers \| Communications Software \| Communications Systems \| Email \| Email Software \| Fax Software \| IP Telephony \| Mobile Workers \| PBX \| TDMA \| Telephony Systems \| Unified Messaging \| Unified Messaging Systems \| Voice Mail Software

Building a Business Case for your Next-Generation QA Solution sponsored by Calabrio, Inc. WHITE PAPER: This white paper shows you how to build your business case and obtain approval for a new or upgraded contact center quality assurance and recording solution. Posted: 21 Jun 2011 \| Published: 21 Jun 2011 TOPICS: Application Integration \| Call Center Management \| Call Center Services \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Centers \| Customer Service \| Customer Service Best Practices

Financial Guide: How to save Money and Create Value in a Tough Economy sponsored by Planon WHITE PAPER: 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. Posted: 15 Jan 2009 \| Published: 15 Jan 2009 TOPICS: Business Process Management \| Call Centers \| Collaboration \| Data Quality \| Financial Management \| Financial Metrics

Oracle PeopleSoft CRM Integration into the Contact Center sponsored by AMC Technology WHITE PAPER: This technical integration brief explains how the PeopleSoft CRM application can be integrated into a contact center, including both general technical details of call center integration, as well as how to use vendor certified software from AMC. Posted: 09 May 2008 \| Published: 01 May 2008 TOPICS: Application Integration \| Call Center Software \| Call Centers \| Contact Center Software \| Contact Centers \| CRM \| Customer Service \| Marketing \| Oracle (Product) \| PeopleSoft (Product) \| Sales \| User Experience

Pros and cons of WFM in the call center sponsored by Infor WFM Workbrain EGUIDE: The market for workforce management (WFM) software in the contact center saw double-digit growth last year, but the technology still needs work, according to experts. In this e-guide you’ll explore the pros and cons of WFM. Posted: 09 Jan 2012 \| Published: 05 Jan 2012 TOPICS: Call Center Management \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Services \| Contact Center Software \| Contact Center Workforce Management \| Contact Center Workforce Management Software \| Contact Centers \| CRM \| CRM Services \| Workforce Management Software

Mobile Devices: Changing the Way You'll Service Your Customers sponsored by Interactive Intelligence, Inc. PRESENTATION TRANSCRIPT: Discover how you can take advantage of the mobile revolution to deliver an improved and expanded service experience for your mobile device wielding users. Posted: 15 Aug 2012 \| Published: 15 Aug 2012 TOPICS: Application Deployment \| Application Development \| Application Performance Management \| Applications Management \| Call Center Management \| Call Center Services \| Call Centers \| Contact Center Management \| Contact Center Services \| Contact Centers \| Contact Management \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Self-Service \| Customer Service \| Customer Service Best Practices \| Mobile Workers \| Smart Phones \| Tablet PC

Salesforce.com's Service Cloud for Dummies sponsored by Salesforce.com EBOOK: Salesforce.com's Service Cloud doesn’t just track and resolve customer service cases. It lets you participate in the online conversations about your products and services. Now, try the Service Cloud free for 30 days and bridge the gap between your call center, the social Web, and Web self-service. Plus get the free ebook Service Cloud for Dummies! Posted: 06 Apr 2010 \| Published: 06 Apr 2010 TOPICS: Call Center Management \| Call Center Services \| Call Center Software \| Call Centers \| Cloud Computing \| CRM \| CRM Software \| Customer Service \| Customer Support Software \| Help Desk Management Services \| Help Desk Software \| Software as a Service

Constellation Energy Group sponsored by EMC Corporation CASE STUDY: In its quest to fully leverage the new technologies, Constellation energy realized it needed to integrate them to one another, as well as integrate them with other business processes and applications. Posted: 16 Jun 2008 \| Published: 01 Feb 2007 TOPICS: Application Performance Management \| Application Performance Management Software \| Business Intelligence \| Call Centers \| Customer Service \| SOA

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