November 2008 - (Free Research) In this E-book, find out how unified communications (UC) is altering the call center technology landscape and how some organizations have successfully adopted UC to extend the call center into the enterprise.
October 2008 - (Free Research) This paper highlights five simple strategies any organization should consider to cost-effectively increase the level of service of their support lines.
January 2008 - (Free Research) This white paper explains the benefits of Consolidation 2.0 and shows how it best meets the demands of today's global business environment.
December 2008 - (Free Research) Widex needed a Web-based solution to deliver customized content and applications to its hearing aid dispensers, to help improve customer service and speed delivery times, Widex called on VAI to develop a customized e-Commerce solution.
February 2008 - (Free Research) This paper explores how Internet Protocol (IP) can be leveraged to lower the cost of enhancing customer service via the contact center.
August 2008 - (Free Research) Discover how empowering key customer-facing employees is the new path to achieving extraordinary, sustainable results. Read this white paper to learn four best practices on how establish an employee empowerment strategy.
December 2008 - (Free Research) Join this podcast to learn more about a solution that drastically reduces switchboard staffing costs and improves efficiency.
November 2008 - (Free Research) This guide provides a high-level approach to the different methodologies with lots of information not only on running contact centers, but also on implementing technology in contact centers in a profitable way.
December 2008 - (Free Research) In this presentation transcript of a recent expert videocast, you'll read how Don Van Doren of UniComm Consulting explains what UC is and is not and how it can enhance the nature of customer interactions.
June 2008 - (Free Research) This paper summarizes for contact center managers the facts and fiction regarding the environmental benefits of home agent programs.
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.
June 2008 - (Free Research) This paper discusses several issues related to implementing a telecommuting home worker program for contact center agents. Certainly, the particular requirements of each company will dictate the extent to which these and other concepts are implemented.
December 2008 - (Free Research) This session will also explore some customer case studies to show how early adopters of SIP trunking in contact centers have successfully managed these issues, and examines some of the unexpected implementation challenges and benefits they've encountered.
July 2008 - (Free Research) This whitepaper examines the value of call monitoring and call archiving. It introduces a robust new call monitoring, recording and archiving solution ECHO.
June 2008 - (Free Research) Employing home agents allows you 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.
December 2008 - (Free Research) The need for customer insight and responsiveness to that insight is the foundation and driving rationale for the emerging CRM concept of continuous customer dialogue through multi-channel touchpoints.
September 2008 - (Free Research) Running SAS Warranty Analysis on the SAS Enterprise BI Server enhances Whirlpool's investment in an SAP R/3 operational environment for in-depth analysis and easy reporting on issues.
July 2008 - (Free Research) 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.
September 2008 - (Free Research) Deciding on the right CRM solution for your organization is no easy feat. This paper summarizes the key questions every organization should ask of a vendor and the ways "The Oracle Advantage" addresses each of these areas.
September 2008 - (Free Research) 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.
September 2008 - (Free Research) 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.
February 2008 - (Free Research) Let's examine the pros and cons of each as well as different situations where one or the other is the ideal match for your service desk strategy.
