WEBCAST - 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.
Posted: December 22, 2008 | Premiered: December 22, 2008


Topics:  Call Center Management | Contact Center Management | Contact Centers | High Availability | ISDN Protocols | Network Infrastructure | Network Management

WHITE PAPER - The use of Remote Support Technologies gives support reps greater visibility into customer issues, and increases customer perceptions of the professionalism of the team and its value.
Posted: December 17, 2008 | Published: December 16, 2008


Topics:  Brand Loyalty | Contact Center Management | Contact Center Services | Contact Centers | Customer Satisfaction | Help Desk Management | Internet | Remote Support Services | Software as a Service

BOOK - 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.
Posted: November 21, 2008 | Published: November 21, 2008


Topics:  Call Centers | Contact Center Management | Contact Center Services | Contact Centers | CRM | Customer Satisfaction | Enterprise Applications Software | Internet | IP | SOA | Web Services

CASE STUDY - In this case study, Northbrook Consulting wanted their remote support solution to include multiple session capabilities. Learn how NTR's Remote Support was their solution.
Posted: September 26, 2008 | Published: September 26, 2008


Topics:  Contact Center Management | Customer Service | Remote Access Protocols | Remote Access Security | Remote Access Software | Remote Computing | Remote Network Management | Remote Offices | Remote Support Services | Remote Users | Technical Support Staff

WHITE PAPER - 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.
Posted: September 10, 2008 | Published: September 10, 2008


Topics:  Call Center Management | Call Center Services | Call Centers | Contact Center Management | Contact Center Services | Contact Center Software | CRM | CRM Best Practices | CRM Services | Financial Services | ROI

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 - The Avaya Unified Communications for Teleworkers solution provides at-home employees the tools that help them stay connected, productive, and satisfied--and IT staff the technology to minimize management complexity.
Posted: June 2, 2008 | Published: March 3, 2008


Topics:  Call Center Management | Call Center Software | Contact Center Management | Contact Center Workforce Management Software | Home Offices | Productivity | Workforce Management Software

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:  Call Center Management | Call Center Software | Contact Center Management | Contact Center Workforce Management Software | Contact Management Software | Customer Service | Home Offices | Virtual Offices

WHITE PAPER - This white paper explains the benefits of Consolidation 2.0 and shows how it best meets the demands of today's global business environment.
Posted: May 27, 2008 | Published: January 1, 2008


Topics:  Automatic Call Distribution Systems | Best Practices | Call Center Management | Call Center Software | Call Centers | Contact Center Management | Contact Center Software | Contact Centers | Customer Satisfaction | Outsourcing | Unified Messaging

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

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

WEBCAST - In this webcast from Numara Software industry leaders will teach you how to be sure that your support structure is running effectively. It will discuss and present solutions for all major issues that support centers encounter.
Posted: April 9, 2008 | Premiered: January 1, 2004


Topics:  Best Practices | Change Management | CMDB | Configuration Management | Contact Center Management | Infrastructure Management | IT Asset Management | IT Asset Management Software | Webcasts

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