Case Study: Children's Memorial Hospital
| sponsored by ABS Associates, Inc.
CASE STUDY:
In this case study Children's Memorial Hospital engaged ABS to provide consulting services. Learn how ABS optimized the hospital's help desk support system, and cut the figures for monthly average abandoned calls and open tickets in half.
Posted: 28 Jul 2008 | Published: 25 Jul 2008
|
|  |
|
Cost Cutting in IT to Cope with Economic Slowdown
| sponsored by Avaya Inc.
WHITE PAPER:
IT organizations are under pressure to reduce the cost of IT and to use IT to reduce the operating costs of the enterprise. This report compiles a list of common IT-related budget-cutting ideas with links to specific research currently available.
Posted: 01 Jul 2008 | Published: 05 Mar 2008
|
|  |
|
Fire & Security Success Story
| sponsored by SERVICEPower
CASE STUDY:
Service organizations are becoming increasingly aware of the need to automate their field service operations, which includes the introduction of scheduling, route optimization, and mobile technology.
Posted: 25 Jun 2008 | Published: 01 Jun 2008
|
|  |
|
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
|
|  |
|
How to Manage Benefits Administration During Mergers and Acquisitions
| sponsored by Workscape
WHITE PAPER:
To achieve the necessary continuity in a post-merger environment, HR must synchronize many processes, data sources, and other moving parts in a compressed timeframe--all while maintaining existing service levels for all employees.
Posted: 09 Jun 2008 | Published: 01 Jan 2007
|
|  |
|
Proactive Contact Center Management: A New Paradigm for Driving Continuous Improvement?
| sponsored by Genesys
WHITE PAPER:
This white paper is intended to give you a sense of what these new proactive management technologies can do for you, and to help you establish criteria for evaluating products in this arena.
Posted: 03 Jun 2008 | Published: 01 Jan 2006
|
|  |
|
Roadmap for Implementing a Multi-Site IP Contact Center
| sponsored by Avaya Inc.
WHITE PAPER:
Explore a three-part guide to identifying the potential presented by Internet Protocol (IP), building a business case for migration to IP and ultimately designing and implementing an IP infrastructure.
Posted: 20 May 2008 | Published: 01 Mar 2007
|
| |
|
Moving beyond the Queue - Focusing on the Real-Time Customer
| sponsored by Inova Solutions
WHITE PAPER:
In this paper, Tim Montgomery, a highly regarded industry consultant, speaker and author explores new ideas on ways every call center can keep up with new customer demands.
Posted: 20 May 2008 | Published: 19 May 2008
|
|  |
|
Success Story: Communications - AT&T
| sponsored by Genesys
CASE STUDY:
The company wanted to meet a goal of answering 92% of all customer calls before abandonment, without adding staff.
Posted: 19 May 2008 | Published: 01 May 2008
|
| |
|
Using Real-Time Information to Improve Contact Center Performance
| sponsored by Genesys
PODCAST:
From this 15-minute podcast, you'll walk away with ideas about how real-time analytics can enhance call center performance and how to execute on a real-time strategy in your call center.
Posted: 05 May 2008 | Premiered: 05 May 2008, 09:00 EDT (13:00 GMT)
|
| |
|
Defect Tracker - Web-based Change Management for Manufacturing/LifeSciences
| sponsored by Extraview Corporation
SOFTWARE LISTING:
ExtraView Defect Tracker provides controlled access screens where customers and partners may enter problem reports and enhancement requests over the Web.
Posted: 10 Mar 2008 | Published: 01 Jan 2006
|
|  |
|
Customer Support Solution
| sponsored by Extraview Corporation
SOFTWARE LISTING:
ExtraView Customer Support provides controlled access screens where customers and partners may enter problem reports and enhancement requests over the Web.
Posted: 10 Mar 2008 | Published: 01 Jan 2006
|
| |
|
Intelligent Call Handling - Optio Improves Customer Responsiveness
| sponsored by Cisco Systems, Inc.
WEBCAST:
Optio Software depends on Cisco Unified Communications to deliver more responsive customer service and better manage worldwide operations.
Posted: 22 Feb 2008 | Premiered: Available On Demand
|
|  |
|
IFS Applications - Supply Chain Management
| sponsored by IFS
SOFTWARE LISTING:
IFS Applications offer business solutions that can be configured to meet the needs of rapidly changing industries facing challenges in an international marketplace.
Posted: 11 Feb 2008 | Published: 07 Feb 2007
|
|  |
|
IP Enabled Contact Centers: Lowering Costs, Raising the Customer Experience
| sponsored by Avaya Inc.
WHITE PAPER:
This paper explores how Internet Protocol (IP) can be leveraged to lower the cost of enhancing customer service via the contact center.
Posted: 08 Feb 2008 | Published: 08 Feb 2008
|
| |
|
Data Center Professionals Turn to High-Density Computing as Major Boom Continues
| sponsored by Aperture Technologies, Inc
WHITE PAPER:
High density equipment helps the data center to keep up with the demands of business, but if organizations continue to operate close to thresholds, they can also dramatically increase the risk of outage.
Posted: 08 Feb 2008 | Published: 01 Apr 2007
|
|  |
|
Still Struggling to Reduce Call Center Costs without Losing Customers?
| sponsored by SAP America Inc
WHITE PAPER:
Efficient call centers that also meet customer expectations is a challenge that many organizations face. Discover the key steps to turning your call center into a strategic asset.
Posted: 01 Feb 2008 | Published: 01 Feb 2008
|
|  |
|
Treating 11 Million Customers as Individuals: How Nationwide Building Society Made Customer Relationship Management Deliver Returns
| sponsored by Portrait Software
CASE STUDY:
Nationwide needed an IT system that could support customer care across its customer-facing channels, including call centers, branches and Internet. Read this case study and see how Nationwide maximized the value of its customer interactions.
Posted: 04 Sep 2007 | Published: 01 Jul 2006
|
|  |
|
Seamless Customer Conversations: Driving Intelligent Interactions in the Contact Center
| sponsored by Infor
WHITE PAPER:
Contact centers are becoming primary interaction points for many customers. Learn how to make these important interactions more personalized and intelligent for customer retention and increased sales opportunities.
Posted: 15 Nov 2006 | Published: 01 Nov 2006
|
|  |
|
2-Way Street: American Medical Response
| sponsored by CIO Decisions
JOURNAL ARTICLE:
While citizens of Gulf Shores, Ala., boarded up windows and went underground to escape Hurricane Ivan last year, American Medical Response CIO Bill Tara tried to keep one step ahead of it.
Posted: 07 Jul 2005 | Published: 01 Jul 2005
|
|  |
|
Free Newsletters
