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The IT Guidebook to Evaluating Hosted Exchange Providers by mindSHIFT Technologies

June 2008 - (Free Research) Are you evaluating providers of hosted business services? This white paper will arm you with the information you need to effectively evaluate hosted Exchange providers and make certain that you are working with a reliable company that will develop a solution tailored to your specific needs.

(WHITE PAPER)

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Migrating to a SaaS Model: A Roadmap to Success by Verio

February 2010 - (Free Research) This whitepaper will examine today's SaaS opportunities and challenges, and will show how a hosting company, such as Verio, can help ISVs capitalize on the rapidly evolving market opportunities.

(WHITE PAPER)

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8 Problems of Keyword Search in E-Discovery - A Guide for Fortune 1000 Companies by FTI Technology

December 2009 - (Free Research) With data collections growing at an epic pace, legal teams must sift quickly through documents and e-mail at rates that would have seemed unrealistic just 5 years ago. Simply put, keyword search strategies break when thrown against the mountains of data which define today’s legal matters.

(WHITE PAPER)

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Dispelling 6 Common Myths about On-demand Call Center Solutions by Contactual, Inc.

February 2010 - (Free Research) The inability of early prototypes of on-demand contact centers to deliver feasible solutions for contact center users only served to reinforce the superiority of on-premise solutions, creating a number of myths which today have no bearing at all. This paper presents the 6 myths of on-demand call center solutions and debunks them all.

(WHITE PAPER)

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Weighing your call center hosting options by inContact

December 2009 - (Free Research) In this podcast, SearchCRM.com sits down with Richard Snow, a contact center technology and strategy expert with Ventana Research, who shares tips on how to select the right hosted contact center provider, create the proper RFPs, craft airtight SLAs, and more.

(PODCAST)

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The New Math: Double Your Results for Half the Cost with a Cloud-Based Contact Center by Contactual, Inc.

March 2010 - (Free Research) This paper examines the differences between on-premises contact centers and hosted alternatives. It looks at the reasons why on-premises contact centers are becoming obsolete, and offers suggestions for how enterprises can eliminate capital expenditures while increasing customer satisfaction and staying on the forefront of innovation.

(WHITE PAPER)

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How To Kiss Your On-Premise Call Center Goodbye by Contactual, Inc.

March 2010 - (Free Research) 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.

(WEBCAST)

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New Contact Center Megatrends and How to Ride them: The Contact Center Executive’s Guide to Career Success in Turbulent Times by eGain Communications Corp.

February 2010 - (Free Research) Megatrends are not fads; they won’t go away after a while. The trick is to embrace change and stay ahead of these trends instead of getting swept away. This paper discusses what the seven megatrends of transforming contact centers today. Read on to learn more about these trends and learn some proven ways of how to benefit from them.

(WHITE PAPER)

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Delivering Customer Service via the Contact Center and the Web by Microsoft

September 2009 - (Free Research) 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.

(ANALYST REPORT)

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Efficiency, Effectiveness and Customer Loyalty in the Insurance Contact Center by Infor CRM

July 2009 - (Free Research) Read this paper to learn how important an efficient and effective contact center is and how Infor CRM Epiphany Contact Center enables carriers to create a highly efficient, customer-centric, multichannel contact center, providing a better customer service experience and increasing customer loyalty.

(WHITE PAPER)

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WEBCAST: A Practical Guide to Measuring Customer Satisfaction in the Contact Center by Interactive Intelligence, Inc.

February 2010 - (Free Research) This webcast shares best practices on how to design, deploy and assess customer satisfaction surveys and use that information to improve performance in the contact center.

(WEBCAST)

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Presentation Transcript: A Practical Guide to Measuring Customer Satisfaction in a Contact Center by Interactive Intelligence, Inc.

March 2010 - (Free Research) 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.

(PRESENTATION TRANSCRIPT)

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Reduce Costs and Increase Performance: The SaaS Advantage for Contact Centers by inContact

December 2009 - (Free Research) This paper examines current economic and business trends as well as challenges impacting the contact center market. It provides guidance and recommendations for contact centers looking for an alternative to on-premises contact handling solutions and more.

(WHITE PAPER)

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PODCAST: A Practical Guide to Measuring Customer Satisfaction in the Contact Center by Interactive Intelligence, Inc.

February 2010 - (Free Research) This podcast shares best practices on how to design, deploy and assess customer satisfaction surveys and use that information to improve performance in the contact center.

(PODCAST)

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Measuring Call Center Key Performance Indicators To Optimize Cost, Quality by Contactual, Inc.

February 2010 - (Free Research) In a recent interview, SearchCRM.com spoke with Eric Zbikowski, co-founder and managing partner at MetricNet, LLC, a provider of performance metrics and scorecards for corporations worldwide to learn tips for measuring call center KPIs without sacrificing call quality.

(PODCAST)

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Dimension Data Helps CommVault Create Integrated Global Contact Center and Maintain Top Performance Leveraging Uptime Powered by Cisco Services Support by Dimension Data

February 2010 - (Free Research) 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.

(CASE STUDY)

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6 Steps to Enterprise Resource Planning Implementation Success by IFS

January 2007 - (Free Research) Implementing Enterprise Resource Planning (ERP), Contact Relationship Management (CRM), and Enterprise Asset Management (EAM) is complicated. Here are six simple steps to take to manage that complexity.

(WHITE PAPER)

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Mobile Contact List for Blackberry Smartphones Is the Right Insurance for Busy Financial Institution by BlackBerry

February 2009 - (Free Research) City Securities Corporation wanted an easy way to maintain a current list of PIN numbers to enable their members to communicate using their BlackBerry smartphones - even in the event of a disaster. Read this case study to find out how PINpoint, an application from Tenet Computer Group, helped them overcome this issue.

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Service Benchmarking and Measurement: Using Metrics to Drive Customer Satisfaction and Profits for Contact Centers by Microsoft

June 2009 - (Free Research) 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.

(ANALYST REPORT)

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Addressing the challenges of implementing a customer-centric strategy by Infor CRM

December 2008 - (Free Research) The need for customer insight and responsiveness to that insight is the foundation and driving rationale for the emerging CRM concept of continuous customer dialogue through multi-channel touchpoints.

(WHITE PAPER)

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Real-time Shop Floor Integration, Simplified: The Right ERP System Can Make It Happen by IQMS

December 2008 - (Free Research) The key to achieving cost-effective savings in the supply chain is to exchange information accurately and quickly in real-time.

(WHITE PAPER)

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CDW Services: Unified Communications by CDW Corporation

January 2009 - (Free Research) Read this paper to learn what CDW Corporation has to offer your organization in terms of unified communication solutions.

(WHITE PAPER)

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Zappos & APM Best Practices: How an eCommerce Leader Drives Revenue and a "WOW" Customer Experience with dynaTrace by dynaTrace software, Inc.

February 2010 - (Free Research) Zappos has become a billion dollar e-commerce leader not by just selling shoes, but by also re-writing many of the rules binding traditional corporate culture. They view their unique culture as the key driver of their extraordinary success - and at Zappos’ Core Value #1 is "Deliver WOW through service."

(WEBCAST)

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The iPhone is Here to Stay: What’s an Enterprise to do About it? by Sybase, Inc.

September 2009 - (Free Research) Read this brochure to learn how iAnywhere Mobile Office offers enhanced network security, data protection, device management, profile administration, cross-platform support, and deployment features all available through Apple’s App Store.

(BROCHURE)

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Mobile Sales Force at Growing Company Benefits from Mobilizing CRM Information to the Field by BlackBerry

February 2009 - (Free Research) Sales Partnerships needed a way to coordinate the activities of the outsourced sales force services it offers. They wanted a solution that would help maximize the productivity of the sales force by tracking sales activities, handling territory management, and creating a high level of accountability for the sales representatives working...

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