May 2008 - (Free Research) In this paper, Tim Montgomery, a highly regarded industry consultant, speaker and author explores new ideas on ways every call center can keep up with new customer demands.
July 2007 - (Free Research) The traditional call center supports four separate channels; web self-service, email, chat and voice. Aberdeen research shows that companies evaluating methods to reduce costs recognized the efficiencies of utilizing a single agent across all of the traditional channels.
ExtraView Customer Support provides controlled access screens where customers and partners may enter problem reports and enhancement requests over the Web.
May 2008 - (Free Research) 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.
April 2007 - (Free Research) Read how AberdeenGroup's research, which represents a strong cross-section of industry, clearly shows that Best-in-Class companies are moving to multiple channel agent support. To achieve this, companies should look at implementing the recommendations found in this white paper.
Akamai solutions for high tech companies provide a predictable, high-quality user experience that measurably improves the success of your online activities.
August 2008 - (Free Research) The scope of this white paper includes management information and its use for forecasting work volumes, planning and scheduling agents to handle the projected work volume, and feedback as to the actual performance of the call center.
June 2008 - (Free Research) Home agents represent an opportunity to expand and improve your call center team. And they can be a form of insurance to keep your business running if disaster strikes. This white paper contains best practices for developing a Home Agents program.
As a leading software customer support solution for small companies to the world's largest organizations, the ExtraView Customer Support solution features comprehensive customer support management functionality based on the ExtraView platform.
June 2008 - (Free Research) After investigating the market, Quality Store selected an integrated retail scheduling system from SERVICEPower that provides guaranteed client and customer service results.
August 2008 - (Free Research) In this 20-minute podcast, appropriate for IT and business professionals, listeners will get a complete introduction to operational BI benefits and related technology concepts.
Astea Alliance -supports the complete service lifecycle, and enables you to manage staff
and inventory more efficiently while providing higher levels of service to customers. It provides a single, unified view of all service transactions & gives you a wealth of decision support tools to continuously refine the quality of your service process.
ExtraView Defect Tracker provides controlled access screens where customers and partners may enter problem reports and enhancement requests over the Web.
June 2008 - (Free Research) In this webcast, expert Jeffrey Paul Cotrupe will address how service providers can improve customer relationship management (CRM) by integrating it with other operations and business support systems (OSS/BSS).
March 2008 - (Free Research) Contact centers are becoming primary interaction points for many customers. Learn how to make these important interactions more personalized and intelligent for customer retention and increased sales opportunities.
OASIS Professional Liability is a component-based, fully integrated insurance processing system, that supports full-service professional liability insurance companies, third party claims administrators, and self-insured entities.
ExtraView IT HelpDesk Solution is a high-end solution designed to empower our customers to keep their most important customers, their employees, happy because happy, productive employees create and maintain happy, long-term customers.
Exstream’s Dialogue is a fully integrated software solution that allows you to design, develop, maintain, and output fully personalized and consistent communications of all types.
TechExcel ServiceWise (formerly HelpDesk) is setting the new standard for high-end helpdesk management through a feature-rich platform. TechExcel HelpDesk enables you to manage your IT service support and internal help desk processes including incident tracking, knowledge management, employee self-service, and asset management.
July 2008 - (Free Research) After evaluating a number of free and fee-based services, PlumChoice’s team selected the Citrix® GoToAssist Web-based support service.
Designed for the unique needs of large and mid-market distributors, Epicor for Distribution streamlines all of your core distribution processes. It gives you an integrated platform for sales, CRM, supply chain, logistics, financials and reporting - a single point of visibility and control of the processes of a profitable distribution chain.
Moving beyond Professional Services Automation (PSA), Epicor for Service Enterprises is an ERP solution developed specifically mid to large sized professional service organizations. It streamlines every aspect of your business -- from bid management to engagement delivery, from resource management to project accounting and portfolio management.
