CASE STUDY - 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.
Posted: December 30, 2008 | Published: December 30, 2008


Topics:  Call Centers | Customer Data Management Software | Customer Service | Customer Support Software | eCommerce | ERP Software

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

PODCAST - Listen to Martha's podcast for best practices on building customer profitability through CSRs and tips for treating each customer as an individual.
Posted: December 10, 2008 | Premiered: December 9, 2008


Topics:  Call Center Management | Call Centers | CRM | CRM Best Practices | CRM Services | Customer Interaction Services | Customer Satisfaction

WHITE PAPER - 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.
Posted: December 5, 2008 | Published: December 5, 2008


Topics:  Call Centers | Communications Software | Customer Service | Enterprise | Instant Messaging | Unified Messaging | Unified Messaging Systems

WHITE PAPER - 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.
Posted: December 5, 2008 | Published: December 5, 2008


Topics:  Business Processes | Call Centers | Customer Service | Enterprise | Marketing | Sales

WHITE PAPER - Leading companies are placing more emphasis on inbound marketing and intelligent customer interactions as the means for building powerful customer relationships that boost profitable growth.
Posted: December 5, 2008 | Published: December 5, 2008


Topics:  Call Centers | Competition | CRM | Data Warehouses | Databases | Marketing | ROI

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

WHITE PAPER - BPA solutions provide the tools, technologies, and infrastructure to automate complex business processes end to end in order to help increase competitive advantage and deliver tremendous value and visibility to your business.
Posted: November 18, 2008 | Published: November 18, 2008


Topics:  Business Intelligence | Business Process Automation | Call Centers | Financial Services | Financial Services Industry | Financial Transaction Processing | Sales | SWIFT

WHITE PAPER - BPA solutions provide the tools, technologies, and infrastructure to automate complex business processes end to end in order to help increase competitive advantage and deliver tremendous value and visibility to business.
Posted: November 18, 2008 | Published: November 18, 2008


Topics:  Business Process Automation | Call Centers | RFID | SQL Server | Supply Chain Management | TCO | UCCnet

WHITE PAPER - Read this E-Guide and explore how constructing your service organization around SIP and utilizing SIP-based contact center can make managing premium service channels more effective and interactively guide lower-value clients.
Posted: November 6, 2008 | Published: November 6, 2008


Topics:  Call Center Management | Call Centers | CRM | Customer Service | Instant Messaging | Marketing | SIP | VoIP

WHITE PAPER - Speech applications have long promised a strong return on investment by automating routine call center tasks and reducing live operator costs. This white paper gives more details.
Posted: November 4, 2008 | Published: November 4, 2008


Topics:  Business Processes | Call Centers | CRM | Customer Service | Marketing | Vendors | VoIP

WHITE PAPER - 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.
Posted: November 3, 2008 | Published: November 3, 2008


Topics:  Call Center Management | Call Centers | Collaboration | Communications Systems | Customer Service | Productivity | ROI | Unified Messaging

WHITE PAPER - This paper highlights five simple strategies any organization should consider to cost-effectively increase the level of service of their support lines.
Posted: October 29, 2008 | Published: October 29, 2008


Topics:  Call Centers | CRM | Databases | Hardware | IVR | Productivity | Software

WEBCAST - Check out this webcast to learn how true customer insight removes obstacles and combines data in new ways to make previously hidden trends, interrelationships and influences visible.
Posted: October 13, 2008 | Premiered: October 13, 2008


Topics:  Call Centers | Customer Data Management | Customer Service | Enterprise Resource Management | Marketing | Master Data Management | Productivity | Security Policies