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 - ECHO digital recording solution brings a whole host of advantages, including dispute resolution, liability management, evaluation support, and more.
Posted: July 11, 2008 | Published: October 1, 2006


Topics:  Call Centers | Health Care Industry | Insurance Industry | Marketing

WHITE PAPER - IT organizations are under pressure to reduce the cost of IT and to use IT to reduce the operating costs of the enterprise. This report compiles a list of common IT-related budget-cutting ideas with links to specific research currently available.
Posted: July 1, 2008 | Published: March 5, 2008


Topics:  Application Development | Call Centers | Cost Benefit Analysis | Data Management | Enterprise Content Management | Project Management | TCO

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

CASE STUDY - Service organizations are becoming increasingly aware of the need to automate their field service operations, which includes the introduction of scheduling, route optimization, and mobile technology.
Posted: June 25, 2008 | Published: June 1, 2008


Topics:  Call Centers | Customer Satisfaction | Customer Service | Productivity | Security | SLA

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

CASE STUDY - In its quest to fully leverage the new technologies, Constellation energy realized it needed to integrate them to one another, as well as integrate them with other business processes and applications.
Posted: June 16, 2008 | Published: February 1, 2007


Topics:  Business Processes | Call Centers | Customer Service | SOA

WHITE PAPER - To achieve the necessary continuity in a post-merger environment, HR must synchronize many processes, data sources, and other moving parts in a compressed timeframe--all while maintaining existing service levels for all employees.
Posted: June 9, 2008 | Published: January 1, 2007


Topics:  Benefits | Business Process Management | Call Centers | Databases | Human Resources Services | Human Resources Software | Mergers and Acquisitions | Vendors

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 - In this E-Guide, get an overview of the retail industry from the focal points of tying it to security, business intelligence, mobility and call centers.
Posted: June 6, 2008 | Published: June 5, 2008


Topics:  Business Intelligence | Call Center Software | Call Centers | Networking Hardware | POS | Remote Network Management | Retail Trade Industry | Risk Management

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