Webinar: Why BPO American Support Chose a Cloud Contact Center
sponsored by Five9
VIRTUAL SEMINAR:
In this in-depth webcast, discover the top seven reasons why American Support, a leading outsourced contact center company, chose the cloud for their contact center and explore the benefits they currently experience from this strategy. Also, learn the most important questions to ask a cloud provider when looking into cloud technology.
Posted: 18 Jun 2013 | Premiered: 11 Jun 2013
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The 2013 Application and Service Delivery Handbook by Jim Metzler
sponsored by Silver Peak
WHITE PAPER:
The goal of the 2013 Application and Service Delivery Handbook is to help IT organizations ensure acceptable application and/or service delivery when faced with both the first generation, as well as the emerging second generation of application and service delivery challenges.
Posted: 14 Jun 2013 | Published: 14 Jun 2013
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Case Study: US Airways
sponsored by Message Systems
CASE STUDY:
In this case study, find out how US Airways maintained high levels of customer satisfaction with an automated messaging system.
Posted: 14 Jun 2013 | Published: 31 Mar 2013
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Transform Consumer Relationships
sponsored by Hewlett-Packard Company
WHITE PAPER:
In this white paper, explore how to understand consumer behavior and predict future actions through the right analytical strategies and tools. Discover how to leverage multi-channel communication with customers to improve customer experience, drive loyalty, and improve revenue.
Posted: 11 Jun 2013 | Published: 31 Jan 2013
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Visual Customer Service: Improve Customer Interactions with Video
sponsored by Polycom, Inc.
WHITE PAPER:
Explore how video conferencing can help not only reduce the time, cost, and carbon footprint associated with travel but also boost customer service and client satisfaction.
Posted: 10 Jun 2013 | Published: 28 Feb 2013
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Red Hat JBoss Portal Platform: Our Value Proposition
sponsored by Red Hat
WHITE PAPER:
Web portals give organizations the opportunity to deliver a tailored web experience to a range of end users. View this white paper to learn how portals are utilized to share information and provide online self-service. it explains the value of sites based on portals.
Posted: 07 Jun 2013 | Published: 07 Jun 2013
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Transform Client-Centric Consulting with Video Collaboration
sponsored by Polycom, Inc.
WHITE PAPER:
Client-centric consulting services need a borderless communications strategy to facilitate collaboration regardless of time and location. This white paper details how video collaboration can provide you with exactly this. View now to learn more!
Posted: 04 Jun 2013 | Published: 28 Feb 2013
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Enterprise Mobile Apps for Marketing and Sales
sponsored by Apperian, Inc.
WHITE PAPER:
Access this exclusive resource to learn how you can effectively leverage the BYOD and consumerization of IT trend in order to better support sales and service teams and boost sales. Inside you'll find info about mobile customer relations management, mobile apps for marketing, a guide to selecting apps, and more.
Posted: 31 May 2013 | Published: 31 May 2013
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Seven Trends Driving Effectiveness in the Contact Center
sponsored by Avaya
WHITE PAPER:
Customers want to use social media, video, instant messaging and more to contact you - and they want to do it quickly. In this resource, check out seven key trends that are driving effectiveness in the contact center.
Posted: 31 May 2013 | Published: 30 Apr 2013
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Big Data in the Contact Center
sponsored by Avaya
WHITE PAPER:
Collecting contact center data is just the first step to serving your customers more effectively. Understanding qualitative data using the newest analytics technologies is also essential - learn how to turn your data into actionable intelligence in this helpful resource.
Posted: 31 May 2013 | Published: 31 May 2013
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Exploiting Social Analytics & Intelligence for Customer Service & Support Excellence
sponsored by Aspect
RESEARCH CONTENT:
Access this comprehensive report and explore survey data from over 250 global companies on the subject of social intelligence tools. Discover why organizations are choosing specific technologies, the goals they have for customer analytics and engagement, and the benefits that they experience thanks to these applications.
Posted: 28 May 2013 | Published: 28 May 2013
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Blended interaction : For Inbound and Outbound
sponsored by Aspect
WHITE PAPER:
Finding a way to unify, streamline, and simplify communication between employees and customers is key to great customer experience. This resource explores how blended interaction leverages modern enterprise technologies to connect call center agents, consumers, and knowledge workers through a multitude of channels.
Posted: 28 May 2013 | Published: 30 Apr 2013
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Siemens EMEA support organization enhances quality and productivity with Aspect
sponsored by Aspect
CASE STUDY:
Siemens PLM software struggled with disparate contact centers across multiple countries. Check out this brief case study to explore how Siemens leveraged a customer contact application to unite all incoming and outgoing customer interaction, as well as support unified communications and collaboration amongst its entire workforce.
Posted: 28 May 2013 | Published: 31 Mar 2013
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Turning Social Media into a Game-Changing Customer Care Channel
sponsored by Aspect
WHITE PAPER:
Today's customers demand highly personalized, engaging experiences, and leveraging social media to transform your contact center is a way to surpass these expectations. Access this whitepaper to learn how combining contact center best practices with social media CRM technologies can increase the effectiveness of your customer interactions.
Posted: 28 May 2013 | Published: 23 May 2013
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How Your Hosting Provider Can Influence the Quality of Your User Experience
sponsored by Macquarie Telecom Pty Limited
WEBCAST:
This webinar will explain in detail the types of questions that should be asked and the latest technologies that can be employed to maximize your online performance for your users. Whether your brand is critical, you make money online, or have to comply with PCI standards, the success of your business depends heavily on choosing the right hoster.
Posted: 24 May 2013 | Premiered: May 23, 2013
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Productive Workforce
sponsored by Aspect
WHITE PAPER:
Many contact centers can't keep up with the demands of the "Consumer 2.0" due to outdated technologies and inefficient call center staffing. In this resource, discover how a workforce optimization strategy can help you improve customer experience and reduce cost per interaction.
Posted: 24 May 2013 | Published: 31 Mar 2013
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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
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Keeping Pace with the Consumer
sponsored by Aspect
WHITE PAPER:
Customers are demanding high levels of service from a variety of new channels - channels that bring both risk and opportunity for CRM. This helpful whitepaper outlines the key capabilities of a next-generation contact center and explores the various tools you should consider for supporting a collaborative CRM initiative.
Posted: 23 May 2013 | Published: 31 Mar 2013
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Are Public Sector organisations embracing collaboration to provide more Seamless Service for the 24/7 citizen?
sponsored by Aspect
WHITE PAPER:
Modern contact centers are faced with customer demands for consistent, 24/7 service and support - even the public sector. This in-depth survey report delves into the challenges that public sector contact centers face, highlights the key trends that will affect customer interaction, and investigates the success rates of cost-savings initiatives.
Posted: 23 May 2013 | Published: 23 May 2013
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Making the Back Office Pay
sponsored by Aspect
WHITE PAPER:
42% of contact center decision-makers say they're unable to effectively manage end-to-end workflow of customer interactions, and one of the main reasons for this is sub-par back-office processes. In this resource, explore how improving back-office staff utilization and performance results in more accurate, timelier responses to customer queries.
Posted: 23 May 2013 | Published: 31 Mar 2013
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Systems Of Engagement Demand New Integration Solutions — And A New IT
sponsored by IBM
WHITE PAPER:
To meet customer's growing expectations, smart businesses are focusing on integrating customer engagement apps into their existing systems. This in-depth Forrester report explores how major global companies are approaching this integration and what your peers are doing to surpass customer expectations.
Posted: 17 May 2013 | Published: 30 Apr 2013
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Utilities Are Once Again Leading with Mobile Technology
sponsored by SAP America, Inc.
WEBCAST:
This in-depth webcast explores how utility companies can leverage SAP mobility tools to streamline business operations, get real-time access to their product and enterprise data from anywhere, and give their customers the support they need online, at any time.
Posted: 09 May 2013 | Premiered: May 9, 2013
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IBM solutions for social selling
sponsored by IBM
WHITE PAPER:
The relationship a business has with its customers is integral to its success. Recently, the way customers relate to organizations has changed dramatically because of new technologies and expectations. Consult this white paper to learn more about how you can streamline your processes and improve your customer relationship with the changing trends.
Posted: 09 May 2013 | Published: 09 May 2013
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Permissions and Preferences: Let's Rethink This
sponsored by Message Systems
WHITE PAPER:
This insightful resources explores the changing landscape of email marketing and explains why customer engagement, rather than permissions, is the most valuable asset you have for effective customer relationship management and successful marketing campaigns.
Posted: 08 May 2013 | Published: 31 Dec 2012
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Strategic insights for your social CRM strategy
sponsored by Infor
EGUIDE:
This expert e-guide provides a comprehensive look at the challenges of defining a social media strategy for CRM, offers advice on choosing the right tools, and highlights how to train employees on new social media technologies.
Posted: 08 May 2013 | Published: 08 May 2013
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