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	E-Book: Making Real-time Information a Reality in the Contact Center sponsored by Genesys 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

	TransPromo Opportunities in a Digital World: Electronic Adaptations in an Era of Mobile Communications and Distracted Customers sponsored by Pitney Bowes Group 1 Software WHITE PAPER - This whitepaper traces the evolution of E-Transpromo, demonstrating the increasingly important role across new media. It explores self-service web portals, online banking and bill consolidators, cell phone bill pay, and secure transaction email. Posted: September 3, 2008 \| Published: September 3, 2008 Topics: Banking Services \| Banking Software \| Banking Systems \| Billing Services \| Billing Software \| Billing Systems \| Cell Switching \| Customer Interaction Services \| Electronic Signatures \| Mobile Payments \| SMS

	Resource Center sponsored by AMD WHITE PAPER - This resource center by AMD helps you stay on top of industry trends. There are learning modules, whitepapers, and customer information to help answer and explain any possible questions. Posted: August 26, 2008 \| Published: August 22, 2008 Topics: Application Server Hardware \| Application Server Software \| Customer Interaction Services \| Customer Satisfaction \| Customer Self-Service \| Customer Service Best Practices \| Customer Support Software \| Multi-core Processors \| Server Virtualization \| Web Server Software

	On-demand or On-premise CRM: 10 Things to Consider before Making Your Decision sponsored by Sage (UK) Limited WHITE PAPER - This whitepaper examines the 10 most important considerations associated with CRM selection and discusses how both on-demand and on-premise deployments impact upon them. Posted: August 14, 2008 \| Published: August 14, 2008 Topics: CRM \| Customer Data Management \| Customer Interaction Services \| Customer Service \| Disaster Recovery \| Security \| SMBs \| TCO \| Vendors

	A Disruptive Force in the Analytics Industry - LMG Service Sets a New Benchmark for Retail Analytics thanks to Kognitio sponsored by Kognitio CASE STUDY - In this case study Loyalty Management Group (LMG), tried to find a way to offer retailers and suppliers the ability to analyze full Electronic Point of Sale (EPOS) data volumes to help them gain insight, intelligence and statistical confidence. Posted: July 28, 2008 \| Published: July 25, 2008 Topics: Analytic Applications Software \| Business Intelligence \| Customer Data Integration \| Customer Data Management \| Customer Data Management Software \| Customer Interaction Services \| Disaster Recovery \| POS \| Productivity \| Retail Channels \| Self-Service Applications Software \| Switching

	Benefits and Advantages of Recording and Archiving Calls sponsored by Teleformix 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

	Record, Evaluate, Monitor and Archive All Your Customer Interactions For Your Avaya Switch sponsored by Teleformix 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

	The ECHO™ - Avaya Connection: ECHO™, and How It Interacts with Avaya's Telephony Solutions sponsored by Teleformix 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

	Intelligent Customer Routing: A New Architectural Approach to Intelligent Customer Service sponsored by Avaya Inc. WHITE PAPER - Avaya Intelligent Customer Routing improves customer service and acts as the bridge between the past and the future while addressing key management and IT needs by providing a more flexible and adaptable architecture. Posted: June 2, 2008 \| Published: March 1, 2008 Topics: Business Intelligence \| Customer Data Management \| Customer Interaction Services \| Customer Service \| Routing \| SIP \| SOA \| Web Services

	Why Advocacy Matters to Grocers: Surveyed Consumers Give Retailers Food for Thought sponsored by IBM WHITE PAPER - Grocers can pursue customer-focused initiatives and investments with greater precision and success by concentrating on customer advocacy. This paper discusses the attitudes and behaviors that can do improve the level of advocacy among customers. Posted: May 14, 2008 \| Published: September 1, 2007 Topics: Customer Data Integration \| Customer Data Management \| Customer Interaction Services \| Customer Profiles \| Customer Satisfaction \| Customer Service Best Practices \| Data Centers \| Demographic Profiles \| Food and Beverage Industry \| Retail Channels \| Retail Trade Industry \| Supply Chains

	Using Real-Time Information to Improve Contact Center Performance sponsored by Genesys 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

	Reality check: Application Benchmarking & QoE sponsored by Fluke Networks PODCAST - In this podcast, network management expert Dennis Drogseth answers some 'Fact or Fiction' questions, focusing on application benchmarking and quality of experience. Posted: April 18, 2008 \| Premiered: April 18, 2008 Topics: Application Performance Management \| Business Intelligence \| Customer Interaction Services \| Customer Satisfaction \| Network Management \| Quality Control

	How to Foster Innovation in Your Company, Part Two sponsored by Cisco Systems, Inc. WEBCAST - Learn how granting access to your intellectual property rights can lead to greater market share without giving up your unique selling proposition. Posted: February 22, 2008 \| Premiered: February 21, 2008 Topics: Competition \| Customer Interaction Services \| Customer Satisfaction \| Customer Self-Service \| Customer Service Best Practices \| Intellectual Property \| Marketing \| Sales

	How to Provide World-Class Customer Service in Small and Midsized Businesses sponsored by Cisco Systems, Inc. WEBCAST - Join industry experts, leading business authors, and BizWise TV host Rick Spence as they discuss the whys and hows of providing world-class care to customers. Posted: February 22, 2008 \| Premiered: February 21, 2008 Topics: CRM \| Customer Interaction Services \| Customer Profiles \| Customer Satisfaction \| Customer Self-Service \| Customer Service Best Practices \| Customer Support Software \| Customers

	Treating 11 Million Customers as Individuals: How Nationwide Building Society Made Customer Relationship Management Deliver Returns sponsored by Portrait Software CASE STUDY - Nationwide needed an IT system that could support customer care across its customer-facing channels, including call centers, branches and Internet. Read this case study and see how Nationwide maximized the value of its customer interactions. Posted: September 4, 2007 \| Published: July 1, 2006 Topics: Banking Industry \| Call Centers \| CRM \| Customer Data Management \| Customer Interaction Services \| Customer Service \| Marketing \| ROI

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Special Report

Record, Evaluate, Monitor and Archive All Your Customer Interactions For Your Avaya Switch
sponsored by Teleformix

ECHO™ provides the vehicle for focused customer experience management through real-time call monitoring and agent performance evaluations.

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