SmartBiz IT Research Library

VIDEO - Achieving "customer intimacy" is the fundamental basis of solid business strategy. In this videocast, Don Van Doren of UniComm Consulting explains what UC is and is not and how it can enhance the nature of customer interactions.
Posted: September 22, 2008 | Premiered: September 19, 2008


Topics:  Business Communications | Call Center Management | Contact Center Services | Customer Support Software | Instant Messaging Software | Unified Messaging Systems

PODCAST - In today's "do more with less" environment, it becomes increasingly important to focus on simplifying customer interaction without increasing cost. The podcast highlights 5 ways to improve the customer experience in a highly cost effective.
Posted: September 19, 2008 | Premiered: September 18, 2008


Topics:  Call Center Management | Contact Center Management | Contact Center Software | CRM | CRM Best Practices | CRM Services | CRM Software | Customer Satisfaction

WHITE PAPER - Banks, utilities, retailers, and the like are taking advantage of incoming calls and Web visits to make offers to existing customers. In this paper learn how with real-time offer management applications, can help leverage customer information.
Posted: September 16, 2008 | Published: September 16, 2008


Topics:  Call Center Management | Change Management | Cost Benefit Analysis | Customer Satisfaction | Data Management | Real Time Operating Systems | SAP (Product)

WHITE PAPER - 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.
Posted: September 10, 2008 | Published: September 10, 2008


Topics:  Call Center Management | Call Center Services | Call Centers | Contact Center Management | Contact Center Services | Contact Center Software | CRM | CRM Best Practices | CRM Services | Financial Services | ROI

WHITE PAPER - 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.
Posted: September 1, 2008 | Published: August 28, 2008


Topics:  Call Center Management | Call Center Software | Contact Center Workforce Management | Contact Center Workforce Management Software | Help Desks | Service Level Management | Staffing

CASE STUDY - In this case study, Jobfox was looking for a customer service system with self-service capabilities, automation and reporting. Learn how Parature Customer Service software was the solution with its ease of use and maintenance, and rapid deployment.
Posted: August 28, 2008 | Published: August 28, 2008


Topics:  Call Center Management | Call Center Services | Call Center Software | Call Centers | Customer Service | Email | Help Desk Management | Help Desks | Software as a Service | Spreadsheets

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: July 28, 2008 | Published: July 25, 2008


Topics:  Call Center Management | Call Center Services | Call Centers | Customer Service | Help Desk Management | ITIL | Medical Records Management | Medical Software | Metrics | Workflow Software

WHITE PAPER - This whitepaper examines the value of call monitoring and call archiving. It introduces a robust new call monitoring, recording and archiving solution ECHO.
Posted: July 11, 2008 | Published: October 1, 2006


Topics:  Call Center Management | Call Center Software | Customer Data Management | Customer Interaction Services | Customer Service | Health Care Industry | Insurance Industry | Marketing

DATA SHEET - ECHO™ provides the vehicle for focused customer experience management through real-time call monitoring and agent performance evaluations.
Posted: July 11, 2008 | Published: July 1, 2008


Topics:  Call Center Management | Call Center Software | Customer Interaction Services | Customer Service | Customer Service Best Practices | Quality Control

DATA SHEET - Call recording and review are the most effective and efficient ways to ensure your customers receive high quality treatment and accurate information. ECHO™ provides the vehicle for this.
Posted: July 11, 2008 | Published: July 1, 2008


Topics:  Call Center Management | Call Center Software | CRM | Customer Service | Customer Service Best Practices | Customer Support Software | Quality Control | Telephony Systems | Voice Communications Software

WHITE PAPER - Read this paper to learn how Teleformix's ECHO™ digital recording solution integrates seamlessly with Avaya's telephony systems, providing your company with a crucial customer service tool - quality assurance recording.
Posted: July 11, 2008 | Published: July 1, 2007


Topics:  Business Intelligence | Call Center Management | Call Center Software | CRM | Customer Data Management | Customer Interaction Services | Customer Satisfaction | Customer Service Best Practices | Ethernet Networks | Quality Control | Telephony Services | VLAN | VoIP

CASE STUDY - After evaluating a number of free and fee-based services, PlumChoice's team selected the Citrix® GoToAssist Web-based support service.
Posted: July 2, 2008 | Published: June 25, 2006


Topics:  Call Center Management | Customer Satisfaction | Remote Support Services | Web Services

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

BOOK - 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.
Posted: June 2, 2008 | Published: May 1, 2008


Topics:  Best Practices | Business Intelligence | Call Center Management | Contact Centers | Customer Service | Information Management

WHITE PAPER - The Avaya Unified Communications for Teleworkers solution provides at-home employees the tools that help them stay connected, productive, and satisfied--and IT staff the technology to minimize management complexity.
Posted: June 2, 2008 | Published: March 3, 2008


Topics:  Call Center Management | Call Center Software | Contact Center Management | Contact Center Workforce Management Software | Home Offices | Productivity | Workforce Management Software