SmartBiz IT Research Library

WHITE PAPER - As customer care spans multiple modalities requiring real-time responses, "analytics" has become an all-purpose word that embraces monitoring and recording.
Posted: November 18, 2008 | Published: November 18, 2008


Topics:  Business Management | Dashboards | Hardware | Sales | Software

WHITE PAPER - Read this E-Guide and explore how constructing your service organization around SIP and utilizing SIP-based contact center can make managing premium service channels more effective and interactively guide lower-value clients.
Posted: November 6, 2008 | Published: November 6, 2008


Topics:  Call Center Management | Call Centers | CRM | Customer Service | Instant Messaging | Marketing | SIP | VoIP

EDITORIAL RESOURCE GUIDE - This E-book from SearchCRM.com explores best practices and strategies for using real-time information in the call center.
Posted: September 8, 2008 | Published: September 8, 2008


Topics:  Best Practices | Business Intelligence | Call Centers | Contact Centers | Customer Interaction Services | Customer Satisfaction | ERP

WHITE PAPER - Real-time CCPM solutions give contact center management an objective and quantifiable method for identifying, capturing and communicating customer or operational issues quickly enough to prevent them from causing more damage.
Posted: July 17, 2008 | Published: April 3, 2008


Topics:  Benefits | Contact Centers | Dashboards | Enterprise | Manufacturing | Marketing | Productivity | Sales

WHITE PAPER - This survey highlights the importance of the contact center experience and the direct impact it can have on revenue and consumer loyalty, it also reveals some interesting trends in consumer expectations.
Posted: March 25, 2008 | Published: January 1, 2007


Topics:  Consumers | Contact Management | Contact Management Software | Customer Loyalty | Customer Self-Service | Email | Email Software | Internet Chat | SMS | Surveys

WHITE PAPER - Survey respondents illustrated a sophisticated understanding of the consumer profile of the millennial, a sampling comments point to convenience, customisation, community and "cool" as motivating factors for millennials.
Posted: November 18, 2008 | Published: November 18, 2008


Topics:  Blogs | CTOs | Marketing | Social Networking | Viral Marketing

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: June 3, 2008 | Published: January 1, 2006


Topics:  Call Center Management | Call Center Software | Call Centers | Contact Center Management | Contact Center Software | Contact Centers | Predictive Performance Management | Real-time Analytical Software | ROI | User Experience

WHITE PAPER - This document describes how Opus Research evaluates seven ways that firms can build a customer-centric organization and enhance the customer experience.
Posted: November 18, 2008 | Published: November 18, 2008


Topics:  Hardware | IVR | Marketing | SIP | Software

CASE STUDY - The company wanted to meet a goal of answering 92% of all customer calls before abandonment, without adding staff.
Posted: May 19, 2008 | Published: May 1, 2008


Topics:  Call Center Management | Call Center Software | Call Centers | Contact Center Workforce Management Software | Contact Management | CTI (Computer Telephony Integration) | Data Services | GPRS | Human Resource Systems | Interactive Voice Response | IVR | ROI | Workforce Management Software

WHITE PAPER - This white paper is intended for executives who are seeking to understand why SIP (Session Initiation Protocol) is a must-have technology for the contact center today, and how SIP-enabled IP solutions can help align you with your goals.
Posted: September 4, 2008 | Published: September 4, 2008


Topics:  Communications Systems | Contact Centers | Customer Service | Hardware | Instant Messaging | IVR | SIP | SMS

WHITE PAPER - This white paper discusses how companies can transform customer service by applying intelligent business rules for optimal efficiency and a competitive advantage.
Posted: June 3, 2008 | Published: April 1, 2008


Topics:  Contact Center Management | Contact Center Software | Contact Centers | Customer Satisfaction | Customer Service Best Practices | IVR | ROI | Voice Recognition | VoiceXML | VoIP

WHITE PAPER - Download the new business paper, The intelligent Customer Front Door: Rolling Out the Red Carpet for Increased Customer Satisfaction and discover how your contact center can actually anticipate customers' needs and allow them to control the interaction.
Posted: March 24, 2008 | Published: March 1, 2008


Topics:  Contact Centers | Contact Management | CRM Services | Customer Profiles | Customer Service | Surveys | User Experience

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: May 5, 2008 | Premiered: May 5, 2008


Topics:  Call Center Management | Call Center Software | Call Centers | Contact Center Management | Contact Center Software | Contact Centers | CRM Analytics | Customer Interaction Services | Customer Satisfaction | Performance Testing | Real-time Analytical Software | Sales