Call Center Management Software, Hardware, Services and Research Papers

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Customer Support Solution
by: Extraview Corporation.

Moving Beyond the Queue - Focusing on the Real-Time Customer

by Inova Solutions

May 2008 - (Free Research) 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.

(WHITE PAPER)

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Switching on the Virtual World: The Role of Fabric-Driven Services for the Virtualized Environment

by Cisco Systems, Inc

October 2008 - (Free Research) Virtualization in the data center is widely accepted and deployments are growing at a fast clip, the advantages of virtualizing servers, networks and storage are compelling: consolidating and utilizing resources.

(WHITE PAPER)

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ExtraView IT HelpDesk

by Extraview Corporation.

ExtraView IT HelpDesk Solution is a high-end solution designed to empower our customers to keep their most important customers, their employees, happy because happy, productive employees create and maintain happy, long-term customers.

(ASP & SOFTWARE PRODUCT)

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Customer Support solution

by Extraview Corporation.

ExtraView Customer Support provides controlled access screens where customers and partners may enter problem reports and enhancement requests over the Web.

(ASP & SOFTWARE PRODUCT)

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Keeping Your Workforce Connected

by Cisco Systems, Inc

March 2008 - (Free Research) Keeping a workforce connected to people and to data anytime, anywhere, is a big step toward boosting operational efficiency. In this whitepaper learn how IP (Internet Protocol) communications and Virtual Private Networks (VPNs) can help your business.

(WHITE PAPER)

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Intelligent Call Handling - Optio Improves Customer Responsiveness

by Cisco Systems, Inc

February 2008 - (Free Research) Optio Software depends on Cisco Unified Communications to deliver more responsive customer service and better manage worldwide operations.

(WEBCAST)

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Best Practices for Remote Support and Services

by Citrix Online-GotoAssist

July 2008 - (Free Research) After evaluating a number of free and fee-based services, PlumChoice’s team selected the Citrix® GoToAssist Web-based support service.

(CASE STUDY)

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The Profit-Minded Contact Center - Building an ROI Case for Customer Interaction Solutions in Financial Services.

by Portrait Software.

September 2008 - (Free Research) This whitepaper shows you how contact centers can deliver differentiated customer service, build more profitable customer relationships and demonstrate the ROI on customer interaction solutions.

(WHITE PAPER)

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Winning Strategies for Customer Responsiveness - An Article from IQ Magazine

by Cisco Systems, Inc

February 2008 - (Free Research) A basic platform for successful customer responsiveness is an IP-based call center, also known as a customer contact center.

(ARTICLE)

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The Guru - Episode One: What's beyond Right Now?

by Cisco Systems, Inc

February 2008 - (Free Research) A new switch? Another new server? Four more contact center agents? The challenges facing a growing business seem unlimited.

(WEBCAST)

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Automated Disaster Recovery with VMware SRM and Dell EqualLogic iSCSI SANs

by Dell, Inc

September 2008 - (Free Research) Dell EqualLogic™ PS Series arrays and VMware® Site Recovery Manager (SRM) software provide integrated, cost-effective, automated site recovery and testing for enterprise data centers.

(WHITE PAPER)

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How Empowering Customer-facing Employees Leads to Extraordinary Results: Empowerment as a Growth Strategy

by Oracle Corporation.

August 2008 - (Free Research) Discover why empowering key customer-facing employees is the new path to achieving extraordinary, sustainable results. Read this white paper to learn four best practices on how establish an employee empowerment strategy.

(WHITE PAPER)

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Implementing a Telecommuting Program

by Avaya, Inc

June 2008 - (Free Research) This paper discusses several issues related to implementing a telecommuting home worker program for contact center agents. Certainly, the particular requirements of each company will dictate the extent to which these and other concepts are implemented.

(WHITE PAPER)

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Go Green and Increase Profitability with Virtual Contact Centers

by Avaya, Inc

June 2008 - (Free Research) This paper summarizes for contact center managers the facts and fiction regarding the environmental benefits of home agent programs.

(WHITE PAPER)

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Extraordinary Customer Service

by Avaya, Inc

June 2008 - (Free Research) Extraordinary Customer Service explores the contact center as a strategic part of your enterprise--where you can leverage differentiated services to provide a superior customer experience that can build brand loyalty and increase profits.

(WHITE PAPER)

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Roadmap for Implementing a Multi-Site IP Contact Center

by Avaya, Inc

May 2008 - (Free Research) This white paper discusses the challenges surrounding implementing a multi-site contact center and a solution that can assist you in making a smooth transition.

(WHITE PAPER)

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IP Enabled Contact Centers: Lowering Costs, Raising the Customer Experience

by Avaya, Inc

July 2008 - (Free Research) This paper explores how Internet Protocol (IP) can be leveraged to lower the cost of enhancing customer service via the contact center.

(WHITE PAPER)

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Case Study: Children’s Memorial Hospital

by ABS Associates Inc.

July 2008 - (Free Research) In this case study Children’s Memorial Hospital engaged ABS to provide a variety of 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.

(CASE STUDY)

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The Match Game: Is Offshoring a Fit for Your Help Desk Outsourcing Strategy?

by ABS Associates Inc.

February 2008 - (Free Research) Let's examine the pros and cons of each as well as different situations where one or the other is the ideal match for your service desk strategy.

(WHITE PAPER)

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Call Center Management: Planning, Scheduling, Historical and Real Time Statistics

by DeskFlex

August 2008 - (Free Research) This paper examines how Call Centers in a number of industries have been able to significantly improve agent performance while reducing cost by using Agent Power Planning and Scheduling from Desk flex.

(WHITE PAPER)

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Customer Support Solution

by Extraview Corporation (E-mail this company)

As a leading software customer support solution for small companies to the world's largest organizations, the ExtraView Customer Support solution features comprehensive customer support management functionality based on the ExtraView platform.

(ASP & SOFTWARE PRODUCT)

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Real-Time Field Force Optimization: Dynamic Scheduling & Dispatch as SLM Best Practice

by Astea International Inc. (E-mail this company)

September 2005 - (Free Research) This paper explores how the use of scheduling technology can help companies attain and extend the benefits of SLM by providing service-aware dispatching tools that can greatly improve the efficiency of technicians and dispatchers alike--simultaneously improving service levels and reducing cost.

(WHITE PAPER)

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Service Lifecycle Management for IT Equipment - Tackling the Profitability Crunch

by Astea International Inc. (E-mail this company)

August 2005 - (Free Research) The IT Equipment Service market is riddled with complexity, plagued by competition & challenged by shrinking margins. This paper provides insight from recent conversations with leading service companies to discover how SLM principals are being used to combat the complexity, growing competition & shrinking profit margins in the IT Services Industry

(WHITE PAPER)

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Astea Alliance Service Management Suite

by Astea International Inc. (E-mail this company)

Astea Alliance service management suite integrates & optimizes business processes for Contact Center, Field Service, Depot Repair, Logistics, Professional Services, & Sales & Marketing. Astea helps organizations maximize the value of their service operations by providing comprehensive, cost-effective solutions that optimize the service enterprise.

(SOFTWARE PRODUCT)

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5 Ways to Improve Customer Service in a Down Economy

by OpenSpan

August 2008 - (Free Research) In today’s “do more with less” environment, it becomes increasingly important to focus on simplifying customer interaction without increasing cost. The Webinar highlights 5 ways to improve the customer experience in a highly cost effective manner.

(WEBCAST)

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