CASE STUDY - 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.
Posted: July 28, 2008 | Published: July 25, 2008


Topics:  Call Center Management | Call Center Services | Call Centers | Customer Service | Help Desk Management | ITIL | Medical Records Management | Medical Software | Metrics | Workflow Software

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

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:  Business Process Automation | Call Centers | Customer Service | Productivity | Professional Services Automation Software | Security | SLA

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 - 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 - Explore a three-part guide to identifying the potential presented by Internet Protocol (IP), building a business case for migration to IP and ultimately designing and implementing an IP infrastructure.
Posted: May 20, 2008 | Published: March 1, 2007


Topics:  Call Center Software | Call Centers | Contact Center Management | Contact Center Software | Customer Satisfaction | IP Contact Centers | Network Configuration Management Software | Network Infrastructure | Network Security | Software Implementation

WHITE PAPER - 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.
Posted: May 20, 2008 | Published: May 19, 2008


Topics:  Call Center Management | Call Centers | Contact Center Management | Contact Management Software | CRM | Workforce

CASE STUDY - The company wanted to meet a goal of answering 92% of all customer calls before abandonment, without adding staff.
Posted: May 19, 2008 | Published: May 1, 2008


Topics:  Call Center Management | Call Center Software | Call Centers | Contact Center Workforce Management Software | Contact Management | CTI (Computer Telephony Integration) | Data Services | GPRS | Human Resource Systems | Interactive Voice Response | IVR | ROI | Workforce Management Software

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

SOFTWARE LISTING - ExtraView Defect Tracker provides controlled access screens where customers and partners may enter problem reports and enhancement requests over the Web.
Posted: March 10, 2008 | Published: January 1, 2006


Topics:  Call Centers | Manufacturing Industry

SOFTWARE LISTING - ExtraView Customer Support provides controlled access screens where customers and partners may enter problem reports and enhancement requests over the Web.
Posted: March 10, 2008 | Published: January 1, 2006


Topics:  Call Centers

SOFTWARE LISTING - IFS Applications offer business solutions that can be configured to meet the needs of rapidly changing industries facing challenges in an international marketplace.
Posted: February 11, 2008 | Published: February 7, 2007


Topics:  Call Centers | Document Management | Project Management | Sales

WHITE PAPER - This paper explores how Internet Protocol (IP) can be leveraged to lower the cost of enhancing customer service via the contact center.
Posted: February 8, 2008 | Published: February 8, 2008


Topics:  Call Center Software | Call Centers | Contact Center Management | Contact Centers | CRM | Customer Loyalty | High Availability | Software Selection | TCO | User Experience

WHITE PAPER - High density equipment helps the data center to keep up with the demands of business, but if organizations continue to operate close to thresholds, they can also dramatically increase the risk of outage.
Posted: February 8, 2008 | Published: April 1, 2007


Topics:  Blade Servers | Call Centers | Capacity Planning | Cooling Equipment | Data Centers | Deployment | Downtime | Hardware Installation | Network Infrastructure | Personal Computers | Power Generation Equipment | Rack Servers | Server Consolidation

WHITE PAPER - Efficient call centers that also meet customer expectations is a challenge that many organizations face. Discover the key steps to turning your call center into a strategic asset.
Posted: February 1, 2008 | Published: February 1, 2008


Topics:  Call Centers | Customer Service | Customers | Marketing | Workforce

WHITE PAPER - Discover why 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.
Posted: September 26, 2007 | Published: September 1, 2007


Topics:  Best Practices | Business Process Management | Call Center Software | Call Centers | CRM | Customer Data Management | Oracle (Product) | Real-time Analytics | Sales | Sales Representatives | User Experience

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

WHITE PAPER - 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.
Posted: November 15, 2006 | Published: November 1, 2006


Topics:  Call Center Management | Call Center Services | Call Centers | Contact Center Management | Contact Center Services | Contact Centers | CRM | Customer Service | Sales Information Systems | SOA