WHITE PAPER - 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.
Posted: March 16, 2010 | Published: March 16, 2010


Topics:  Customer Data Management | Customer Service | Enterprise Applications Software | Mobile CRM | Mobile Device Management | Mobile Workers | PDA | Productivity | ROI | Smart Phones

WHITE PAPER - 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.
Posted: March 16, 2010 | Published: March 16, 2010


Topics:  Business Management | Business Service Management Software | Business Systems | Customer Service | Data Management | Data Management Software | Data Quality | Information Management | Knowledge Management

WHITE PAPER - 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.
Posted: March 12, 2010 | Published: March 12, 2010


Topics:  Business Management | Collaboration | Customer Service | Data Management | Enterprise Content Management | Information Management | Knowledge Management

ANALYST REPORT - 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.
Posted: March 9, 2010 | Published: September 1, 2009


Topics:  Best Practices | Contact Center Management | Contact Center Services | Contact Center Workforce Management | Contact Centers | Customer Satisfaction | Customer Self-Service | Customer Service | Customer Service Best Practices | Productivity | Self-Service Applications Software

WHITE PAPER - 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.
Posted: March 9, 2010 | Published: March 5, 2010


Topics:  Call Centers | CRM | CRM Services | Customer Retention | Customer Satisfaction | Customer Self-Service | Customer Service | Customer Service Best Practices | Productivity | Social Networking

ANALYST REPORT - 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.
Posted: March 9, 2010 | Published: June 1, 2009


Topics:  Benchmark Testing | Best Practices | Call Center Management | Call Centers | CRM | CRM Software | Customer Satisfaction | Customer Service | Customer Service Best Practices | ERP | Metrics | Performance Testing | Productivity

PRESENTATION TRANSCRIPT - 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.
Posted: March 8, 2010 | Published: March 5, 2010


Topics:  Best Practices | Call Center Management | Call Centers | Contact Center Management | Contact Centers | CRM Analytics | Customer Loyalty | Customer Satisfaction | Customer Service | Marketing | Surveys

WEBCAST - 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.
Posted: March 8, 2010 | Premiered: March 8, 2010


Topics:  Application Hosting | Call Center Software | Call Centers | Contact Centers | Customer Service | Software as a Service

WEBCAST - 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.
Posted: March 5, 2010 | Premiered: March 5, 2010


Topics:  Application Performance Management | Application Performance Management Software | Customer Service | Performance Testing | Web Applications Management | Web Applications Software

ANALYST REPORT - 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.
Posted: March 5, 2010 | Published: June 2, 2009


Topics:  Application Performance Management | Application Performance Management Software | Customer Service | Help Desk Management | ROI | Software Development Tools

CASE STUDY - 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.
Posted: March 5, 2010 | Published: February 19, 2009


Topics:  Application Performance Management | Customer Profiles | Customer Service | Performance Testing | Web Application Security | Web Applications Management | Web Applications Software

WHITE PAPER - 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. 
Posted: March 5, 2010 | Published: April 1, 2009


Topics:  Call Center Management | Call Center Services | Call Centers | CRM | CRM Services | Customer Interaction Services | Customer Self-Service | Customer Service | Customer Support Software | IVR | Self-Service Applications Software

CASE STUDY - 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.
Posted: March 4, 2010 | Published: December 1, 2009


Topics:  Customer Service | Data Migration | Enterprise Applications Software | IT Infrastructure | IT Spending | Mainframe Computers | SQL Server | Windows

WHITE PAPER - 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.
Posted: February 25, 2010 | Published: February 24, 2010


Topics:  Business Intelligence | Business Intelligence Software | Business Process Management | Business Process Management Software | Business Processes | CRM | Customer Loyalty | Customer Retention | Customer Satisfaction | Customer Service | Dashboards | Data Warehouses

CASE STUDY - 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.
Posted: February 25, 2010 | Published: February 25, 2010


Topics:  Communications Systems | Customer Service | IP Routers | IP Routing | IP Telephony | IT Infrastructure | Network Infrastructure | Network Performance Management Software | Routing