Business Intelligence Network - The Vision for BI and Beyond

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 - Customer feedback solutions use short, context-sensitive, dynamic surveys to capture information from customers across all channels of contact and these solutions allow the contact center to create and modify customer surveys themselves.
Posted: June 30, 2008 | Published: June 1, 2008


Topics:  Contact Centers | Customer Service | Customer Service Best Practices | Surveys

VIDEOCAST - In this case study read how MidAtlantic Farm Credit, a financing company for agribusiness and rural homeowners, utilized Cisco Unified CallConnector for Microsoft Dynamics CRM to provide a 360-degree view of customer information to every employee.
Posted: June 19, 2008 | Premiered: June 19, 2008


Topics:  Contact Centers | CRM | Customer Service | Remote Computing | Systems Implementation | Wireless Applications Software | Wireless Computing | Wireless Systems

WHITE PAPER - Custom publication book leveraging the DK Brand - Essential Managers; thought leadership addressing business needs and value of Intelligent communications.
Posted: June 9, 2008 | Published: June 5, 2008


Topics:  Business Processes | Contact Centers | Customer Satisfaction | Customer Service | IP Telephony | SIP

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 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 - This paper summarizes for contact center managers the facts and fiction regarding the environmental benefits of home agent programs.
Posted: June 2, 2008 | Published: March 1, 2008


Topics:  Contact Centers | Customer Service | Telecommunications Systems

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 Processes | Contact Centers | Customer Service | Information Management

WHITE PAPER - This paper examines the implementation of telecommuting capabilities, from an operations management perspective.
Posted: June 2, 2008 | Published: January 1, 2008


Topics:  Authentication | Business Processes | Contact Centers | Security | Training

WHITE PAPER - The best practices described in this paper do not necessarily apply to every telecommuter, virtual office worker, or home-based business -- those are more general topics than that of home agents.
Posted: June 2, 2008 | Published: February 1, 2008


Topics:  Best Practices | Business Continuity Planning | Contact Centers | Help Desks | Security | VoIP

WHITE PAPER - This white paper explains the benefits of Consolidation 2.0 and shows how it best meets the demands of today's global business environment.
Posted: May 27, 2008 | Published: January 1, 2008


Topics:  Automatic Call Distribution Systems | Best Practices | Call Center Management | Call Center Software | Call Centers | Contact Center Management | Contact Center Software | Contact Centers | Customer Satisfaction | Outsourcing | Unified Messaging

WHITE PAPER - This technical integration brief explains how the Salesforce.com CRM application can be integrated into a contact center, including both general technical details of call center integration, as well as how to use vendor certified software from...
Posted: May 9, 2008 | Published: May 1, 2008


Topics:  Contact Centers | CRM | Customer Service | Integration

WHITE PAPER - This technical integration brief explains how the SAP CRM application can be integrated into a contact center, including both general technical details of call center integration, as well as how to use vendor certified software from AMC.
Posted: May 9, 2008 | Published: May 1, 2008


Topics:  Application Integration | Call Center Software | Call Centers | Contact Center Software | Contact Centers | CRM | Customer Service | Marketing | Sales | SAP (Product) | User Experience

WHITE PAPER - This technical integration brief explains how the Microsoft Dynamics CRM application can be integrated into a contact center, including both general technical details of call center integration, as well as how to use vendor certified software f...
Posted: May 9, 2008 | Published: May 1, 2008


Topics:  Contact Centers | CRM | Customer Service | Integration | SQL Server

WHITE PAPER - This technical integration brief explains how the PeopleSoft CRM application can be integrated into a contact center, including both general technical details of call center integration, as well as how to use vendor certified software from AMC.
Posted: May 9, 2008 | Published: May 1, 2008


Topics:  Application Integration | Call Center Software | Call Centers | Contact Center Software | Contact Centers | CRM | Customer Service | Marketing | Oracle (Product) | PeopleSoft (Product) | Sales | User Experience