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					<title>
					<![CDATA[Best Practices for Remote Support and Services]]>				
					</title>
					<link>http://www.knowledgestorm.com/search/index/sol_summary/98141?pos=10&amp;trkpg=PARTNER_SEARCH_RESULTS_CORE&amp;stype=null&amp;n=98141&amp;c=CORE</link>
					<description>
						<![CDATA[ After evaluating a number of free and fee-based services, PlumChoice’s team selected the Citrix® GoToAssist Web-based support service.]]>				
					</description>
					<author>
						<![CDATA[Citrix Online-GotoAssist]]>				
					</author>
					<pubDate>
						Tue, 01 Jul 2008 00:00:00 EDT				
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					<![CDATA[Benefits and Advantages of Recording and Archiving Calls]]>				
					</title>
					<link>http://www.knowledgestorm.com/search/index/sol_summary/98276?pos=4&amp;trkpg=PARTNER_SEARCH_RESULTS_CORE&amp;stype=null&amp;n=98276&amp;c=CORE</link>
					<description>
						<![CDATA[ ECHO digital recording solution brings a whole host of advantages, including dispute resolution, liability management, evaluation support, and more.]]>				
					</description>
					<author>
						<![CDATA[Teleformix.]]>				
					</author>
					<pubDate>
						Tue, 01 Jul 2008 00:00:00 EDT				
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					<![CDATA[Extraordinary Customer Service]]>				
					</title>
					<link>http://www.knowledgestorm.com/search/index/sol_summary/96996?pos=23&amp;trkpg=PARTNER_SEARCH_RESULTS_CORE&amp;stype=null&amp;n=96996&amp;c=CORE</link>
					<description>
						<![CDATA[ Extraordinary Customer Service explores the contact center as a strategic part of your enterprise--where you can leverage differentiated services to provide a superior customer experience that can build brand loyalty and increase profits.]]>				
					</description>
					<author>
						<![CDATA[Avaya, Inc]]>				
					</author>
					<pubDate>
						Sun, 01 Jun 2008 00:00:00 EDT				
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					<title>
					<![CDATA[ExtraView IT HelpDesk]]>				
					</title>
					<link>http://www.knowledgestorm.com/search/index/sol_summary/95023?pos=15&amp;trkpg=PARTNER_SEARCH_RESULTS_CORE&amp;stype=null&amp;n=95023&amp;c=CORE</link>
					<description>
						<![CDATA[ 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.]]>				
					</description>
					<author>
						<![CDATA[Extraview Corporation.]]>				
					</author>
					<pubDate>
						Tue, 20 May 2008 00:00:00 EDT				
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					<title>
					<![CDATA[Success Story: Communications - AT &amp; T]]>				
					</title>
					<link>http://www.knowledgestorm.com/search/index/sol_summary/96885?pos=18&amp;trkpg=PARTNER_SEARCH_RESULTS_CORE&amp;stype=null&amp;n=96885&amp;c=CORE</link>
					<description>
						<![CDATA[ The company wanted to meet a goal of answering 92% of all customer calls before abandonment, without adding staff.]]>				
					</description>
					<author>
						<![CDATA[Genesys Co.]]>				
					</author>
					<pubDate>
						Thu, 01 May 2008 00:00:00 EDT				
					</pubDate>
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					<title>
					<![CDATA[Consolidation 2.0: Consolidation Trends in Contact Center Technologies and Operations]]>				
					</title>
					<link>http://www.knowledgestorm.com/search/index/sol_summary/96863?pos=9&amp;trkpg=PARTNER_SEARCH_RESULTS_CORE&amp;stype=null&amp;n=96863&amp;c=CORE</link>
					<description>
						<![CDATA[ Consolidation 2.0 is a call center strategy that eliminates unnecessary duplication of resources and efforts, improves efficiency, reduces costs,
and increases customer satisfaction.]]>				
					</description>
					<author>
						<![CDATA[CosmoCom Inc]]>				
					</author>
					<pubDate>
						Thu, 01 May 2008 00:00:00 EDT				
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					<title>
					<![CDATA[Samsung France Consolidates Outsourced Call Centers onto Hosted CosmoCall Universe Platform]]>				
					</title>
					<link>http://www.knowledgestorm.com/search/index/sol_summary/96864?pos=8&amp;trkpg=PARTNER_SEARCH_RESULTS_CORE&amp;stype=null&amp;n=96864&amp;c=CORE</link>
					<description>
						<![CDATA[ Case Study: For a hosted IP based callcenter system, Samsung found the solution it needed from Orange Business Services, built on the CosmoCall Universe platform.]]>				
					</description>
					<author>
						<![CDATA[CosmoCom Inc]]>				
					</author>
					<pubDate>
						Thu, 01 May 2008 00:00:00 EDT				
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					<![CDATA[CosmoCom Consolidates VisitBritain’s Highly Distributed Global Contact Center]]>				
					</title>
					<link>http://www.knowledgestorm.com/search/index/sol_summary/96865?pos=7&amp;trkpg=PARTNER_SEARCH_RESULTS_CORE&amp;stype=null&amp;n=96865&amp;c=CORE</link>
					<description>
						<![CDATA[ A CosmoCom Consolidation 2.0 solution case study: The VisitBritain contact center, a globally distributed Virtual Contact Center with many individual sites.]]>				
					</description>
					<author>
						<![CDATA[CosmoCom Inc]]>				
					</author>
					<pubDate>
						Thu, 01 May 2008 00:00:00 EDT				
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					<![CDATA[Four Critical Elements of Retail Supply Chain Success]]>				
					</title>
					<link>http://www.knowledgestorm.com/search/index/sol_summary/96871?pos=6&amp;trkpg=PARTNER_SEARCH_RESULTS_CORE&amp;stype=null&amp;n=96871&amp;c=CORE</link>
					<description>
						<![CDATA[ This white paper details four key insights into the critical role of supply chain management in retail success. Explore the steps necessary to leverage supply chain management technology to better meet customer demands.]]>				
					</description>
					<author>
						<![CDATA[HighJump Software.]]>				
					</author>
					<pubDate>
						Thu, 01 May 2008 00:00:00 EDT				
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					<title>
					<![CDATA[Moving Beyond the Queue - Focusing on the Real-Time Customer]]>				
					</title>
					<link>http://www.knowledgestorm.com/search/index/sol_summary/96883?pos=5&amp;trkpg=PARTNER_SEARCH_RESULTS_CORE&amp;stype=null&amp;n=96883&amp;c=CORE</link>
					<description>
						<![CDATA[ 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.]]>				
					</description>
					<author>
						<![CDATA[Inova Solutions]]>				
					</author>
					<pubDate>
						Thu, 01 May 2008 00:00:00 EDT				
					</pubDate>
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					<![CDATA[Contact Center Costs: The Case for Telecommuting Agents]]>				
					</title>
					<link>http://www.knowledgestorm.com/search/index/sol_summary/95895?pos=24&amp;trkpg=PARTNER_SEARCH_RESULTS_CORE&amp;stype=null&amp;n=95895&amp;c=CORE</link>
					<description>
						<![CDATA[ This white paper addresses high labor costs that are inevitable with contact centers and how a telecommuting or home agent program can greatly reduce your labor cost while increasing productivity of your contact center.]]>				
					</description>
					<author>
						<![CDATA[Avaya, Inc]]>				
					</author>
					<pubDate>
						Tue, 01 Apr 2008 00:00:00 EDT				
					</pubDate>
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					<title>
					<![CDATA[IT Briefing: Proactive Network Management: Filling the Gaps and Making the Leap to Automation]]>				
					</title>
					<link>http://www.knowledgestorm.com/search/index/sol_summary/95756?pos=20&amp;trkpg=PARTNER_SEARCH_RESULTS_CORE&amp;stype=null&amp;n=95756&amp;c=CORE</link>
					<description>
						<![CDATA[ This document is based on an Open Service/TechTarget webcast entitled “Proactive Network Management: Filling the Gaps and Making the Leap to Automation.”]]>				
					</description>
					<author>
						<![CDATA[OpenService, Inc.]]>				
					</author>
					<pubDate>
						Tue, 01 Apr 2008 00:00:00 EDT				
					</pubDate>
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					<title>
					<![CDATA[Measuring Service Effectiveness]]>				
					</title>
					<link>http://www.knowledgestorm.com/search/index/sol_summary/95620?pos=14&amp;trkpg=PARTNER_SEARCH_RESULTS_CORE&amp;stype=null&amp;n=95620&amp;c=CORE</link>
					<description>
						<![CDATA[ This presentation will outline the various means for a call center to measure effectiveness, which provide the balance in the balance scorecard.]]>				
					</description>
					<author>
						<![CDATA[Numara Software]]>				
					</author>
					<pubDate>
						Tue, 01 Apr 2008 00:00:00 EDT				
					</pubDate>
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					<title>
					<![CDATA[Speech Analytics - Best Practices and Customer Case Studies]]>				
					</title>
					<link>http://www.knowledgestorm.com/search/index/sol_summary/95472?pos=13&amp;trkpg=PARTNER_SEARCH_RESULTS_CORE&amp;stype=null&amp;n=95472&amp;c=CORE</link>
					<description>
						<![CDATA[ This webcast explains speech analytics, a tool that gives organizations the ability tap into existing recorded customer interactions to gain actionable intelligence for improving business performance.]]>				
					</description>
					<author>
						<![CDATA[Verint Systems (Witness Actionable Solutions)]]>				
					</author>
					<pubDate>
						Tue, 01 Apr 2008 00:00:00 EDT				
					</pubDate>
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					<title>
					<![CDATA[Addressing Common Contact Center and Enterprise Business Issues with Speech Analytics]]>				
					</title>
					<link>http://www.knowledgestorm.com/search/index/sol_summary/95474?pos=12&amp;trkpg=PARTNER_SEARCH_RESULTS_CORE&amp;stype=null&amp;n=95474&amp;c=CORE</link>
					<description>
						<![CDATA[ As a solution to contact center issues, this paper suggests Speech analytics, which gives organizations the ability tap into existing recorded customer interactions to gain actionable intelligence for improving business performance.]]>				
					</description>
					<author>
						<![CDATA[Verint Systems (Witness Actionable Solutions)]]>				
					</author>
					<pubDate>
						Tue, 01 Apr 2008 00:00:00 EDT				
					</pubDate>
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					<![CDATA[Top 10 Tips on Getting Started with Speech Analytics]]>				
					</title>
					<link>http://www.knowledgestorm.com/search/index/sol_summary/95476?pos=11&amp;trkpg=PARTNER_SEARCH_RESULTS_CORE&amp;stype=null&amp;n=95476&amp;c=CORE</link>
					<description>
						<![CDATA[ Adding speech analytics to your existing recording and quality monitoring platform can mine the captured interactions to provide you with greater insight into customer perceptions and agent behaviors — and the changes your business can make to enhance them.]]>				
					</description>
					<author>
						<![CDATA[Verint Systems (Witness Actionable Solutions)]]>				
					</author>
					<pubDate>
						Tue, 01 Apr 2008 00:00:00 EDT				
					</pubDate>
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					<title>
					<![CDATA[Customer Support solution]]>				
					</title>
					<link>http://www.knowledgestorm.com/search/index/sol_summary/95018?pos=16&amp;trkpg=PARTNER_SEARCH_RESULTS_CORE&amp;stype=null&amp;n=95018&amp;c=CORE</link>
					<description>
						<![CDATA[ ExtraView Customer Support provides controlled access screens where customers and partners may enter problem reports and enhancement requests over the Web.]]>				
					</description>
					<author>
						<![CDATA[Extraview Corporation.]]>				
					</author>
					<pubDate>
						Wed, 19 Mar 2008 00:00:00 EDT				
					</pubDate>
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					<![CDATA[Optim™ Data Growth Solution for Oracle &apos; s Siebel® CRM]]>				
					</title>
					<link>http://www.knowledgestorm.com/search/index/sol_summary/94851?pos=28&amp;trkpg=PARTNER_SEARCH_RESULTS_CORE&amp;stype=null&amp;n=94851&amp;c=CORE</link>
					<description>
						<![CDATA[ IBM&apos;s Optim™ Data Growth Management Solution for Oracle&apos;s Siebel® CRM offers comprehensive Siebel archiving capabilities, fully integrated within the Siebel workflow. You define policies for managing your data - when it needs to be available, how long it should be retained, and who can access it.]]>				
					</description>
					<author>
						<![CDATA[IBM.]]>				
					</author>
					<pubDate>
						Mon, 17 Mar 2008 00:00:00 EDT				
					</pubDate>
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					<title>
					<![CDATA[Keeping Your Workforce Connected]]>				
					</title>
					<link>http://www.knowledgestorm.com/search/index/sol_summary/94568?pos=25&amp;trkpg=PARTNER_SEARCH_RESULTS_CORE&amp;stype=null&amp;n=94568&amp;c=CORE</link>
					<description>
						<![CDATA[ Keeping a workforce connected to people and to data anytime, anywhere, is a big step toward boosting operational efficiency. And it&apos;s an especially important step for small and medium-sized businesses (SMBs).]]>				
					</description>
					<author>
						<![CDATA[Cisco Systems, Inc]]>				
					</author>
					<pubDate>
						Sat, 01 Mar 2008 00:00:00 EST				
					</pubDate>
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					<title>
					<![CDATA[Support Customer Calls with Innovated Interactive Voice]]>				
					</title>
					<link>http://www.knowledgestorm.com/search/index/sol_summary/94775?pos=19&amp;trkpg=PARTNER_SEARCH_RESULTS_CORE&amp;stype=null&amp;n=94775&amp;c=CORE</link>
					<description>
						<![CDATA[ Companies are supporting customers in new ways by combining self and assisted customer services. Explore how speech self-service can build your company&apos;s brand and provide long-term success by achieving targeted customer satisfaction and ROI goals.]]>				
					</description>
					<author>
						<![CDATA[Genesys Co.]]>				
					</author>
					<pubDate>
						Sat, 01 Mar 2008 00:00:00 EST				
					</pubDate>
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					<![CDATA[Communications and Media Company Proves Gaining Control over Exceptions Results in Greater  ...]]>				
					</title>
					<link>http://www.knowledgestorm.com/search/index/sol_summary/94918?pos=17&amp;trkpg=PARTNER_SEARCH_RESULTS_CORE&amp;stype=null&amp;n=94918&amp;c=CORE</link>
					<description>
						<![CDATA[ The implementation of Resolution Accelerator was accomplished in less than three months and began providing immediate benefits in terms of reducing exception load and tracking exception volume.]]>				
					</description>
					<author>
						<![CDATA[Vitria]]>				
					</author>
					<pubDate>
						Sat, 01 Mar 2008 00:00:00 EST				
					</pubDate>
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					<title>
					<![CDATA[Winning Strategies for Customer Responsiveness - An Article from IQ Magazine]]>				
					</title>
					<link>http://www.knowledgestorm.com/search/index/sol_summary/94228?pos=26&amp;trkpg=PARTNER_SEARCH_RESULTS_CORE&amp;stype=null&amp;n=94228&amp;c=CORE</link>
					<description>
						<![CDATA[ A basic platform for successful customer responsiveness is an IP-based call center, also known as a customer contact center.]]>				
					</description>
					<author>
						<![CDATA[Cisco Systems, Inc]]>				
					</author>
					<pubDate>
						Thu, 28 Feb 2008 00:00:00 EST				
					</pubDate>
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					<![CDATA[Building the Advanced Call Center with SAP Webcast]]>				
					</title>
					<link>http://www.knowledgestorm.com/search/index/sol_summary/93589?pos=21&amp;trkpg=PARTNER_SEARCH_RESULTS_CORE&amp;stype=null&amp;n=93589&amp;c=CORE</link>
					<description>
						<![CDATA[ Join other call center executives and SAP to learn about an important SAP software offering: SAP Business Communications Management, which focuses on call center processes, helping companies enhance customer strategies and achieve true fle…]]>				
					</description>
					<author>
						<![CDATA[SAP America, Inc.]]>				
					</author>
					<pubDate>
						Thu, 14 Feb 2008 00:00:00 EST				
					</pubDate>
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					<title>
					<![CDATA[Still Struggling to Reduce Call Center Costs without Losing Customers?]]>				
					</title>
					<link>http://www.knowledgestorm.com/search/index/sol_summary/93294?pos=22&amp;trkpg=PARTNER_SEARCH_RESULTS_CORE&amp;stype=null&amp;n=93294&amp;c=CORE</link>
					<description>
						<![CDATA[ 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.]]>				
					</description>
					<author>
						<![CDATA[SAP America, Inc.]]>				
					</author>
					<pubDate>
						Sun, 10 Feb 2008 00:00:00 EST				
					</pubDate>
					<source url="http://rsssearch.knowledgestorm.com:80/rss/srl/browse,25/ds,CORE/oe,utf8/rss.xml">
						http://rsssearch.knowledgestorm.com:80/rss/srl/browse,25/ds,CORE/oe,utf8/rss.xml						
					</source>		
			</item>
		
			<item>					
					<title>
					<![CDATA[The Guru - Episode One: What &apos; s beyond Right Now?]]>				
					</title>
					<link>http://www.knowledgestorm.com/search/index/sol_summary/94003?pos=27&amp;trkpg=PARTNER_SEARCH_RESULTS_CORE&amp;stype=null&amp;n=94003&amp;c=CORE</link>
					<description>
						<![CDATA[ A new switch? Another new server? Four more contact center agents? The challenges facing a growing business seem unlimited.]]>				
					</description>
					<author>
						<![CDATA[Cisco Systems, Inc]]>				
					</author>
					<pubDate>
						Fri, 01 Feb 2008 00:00:00 EST				
					</pubDate>
					<source url="http://rsssearch.knowledgestorm.com:80/rss/srl/browse,25/ds,CORE/oe,utf8/rss.xml">
						http://rsssearch.knowledgestorm.com:80/rss/srl/browse,25/ds,CORE/oe,utf8/rss.xml						
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			</item>
		
			<item>					
					<title>
					<![CDATA[IP Telephony Manager: Phone Extensions, Phone Calls &amp; Voice Quality]]>				
					</title>
					<link>http://www.knowledgestorm.com/search/index/sol_summary/90484?pos=29&amp;trkpg=PARTNER_SEARCH_RESULTS_CORE&amp;stype=null&amp;n=90484&amp;c=CORE</link>
					<description>
						<![CDATA[ PROGNOSIS simplifies the task of managing large IP telephony deployments. It is ideally suited to global enterprises and large managed service providers. PROGNOSIS delivers real-time information about phone extensions, phone calls, voice quality, availability of the telephony service, and interconnections to telecommunications providers.]]>				
					</description>
					<author>
						<![CDATA[PROGNOSIS]]>				
					</author>
					<pubDate>
						Fri, 07 Sep 2007 00:00:00 EDT				
					</pubDate>
					<source url="http://rsssearch.knowledgestorm.com:80/rss/srl/browse,25/ds,CORE/oe,utf8/rss.xml">
						http://rsssearch.knowledgestorm.com:80/rss/srl/browse,25/ds,CORE/oe,utf8/rss.xml						
					</source>		
			</item>
		
			<item>					
					<title>
					<![CDATA[Astute Solutions and AberdeenGroup Benchmark Report: The Multi-Channel Call Center Agent -  ...]]>				
					</title>
					<link>http://www.knowledgestorm.com/search/index/sol_summary/89796?pos=33&amp;trkpg=PARTNER_SEARCH_RESULTS_CORE&amp;stype=null&amp;n=89796&amp;c=CORE</link>
					<description>
						<![CDATA[ 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.]]>				
					</description>
					<author>
						<![CDATA[Astute Solutions]]>				
					</author>
					<pubDate>
						Sun, 01 Jul 2007 00:00:00 EDT				
					</pubDate>
					<source url="http://rsssearch.knowledgestorm.com:80/rss/srl/browse,25/ds,CORE/oe,utf8/rss.xml">
						http://rsssearch.knowledgestorm.com:80/rss/srl/browse,25/ds,CORE/oe,utf8/rss.xml						
					</source>		
			</item>
		
			<item>					
					<title>
					<![CDATA[Multi-Vendor IP Telephony Management: Challenges and Solutions]]>				
					</title>
					<link>http://www.knowledgestorm.com/search/index/sol_summary/90483?pos=30&amp;trkpg=PARTNER_SEARCH_RESULTS_CORE&amp;stype=null&amp;n=90483&amp;c=CORE</link>
					<description>
						<![CDATA[ An increasing number of enterprises are faced with the challenge of supporting and maintaining IP telephony systems from multiple IP-PBX vendors. This paper examines the increasing occurrence of these environments and the present day challenges of using multiple tools to manage them.]]>				
					</description>
					<author>
						<![CDATA[PROGNOSIS]]>				
					</author>
					<pubDate>
						Tue, 01 May 2007 00:00:00 EDT				
					</pubDate>
					<source url="http://rsssearch.knowledgestorm.com:80/rss/srl/browse,25/ds,CORE/oe,utf8/rss.xml">
						http://rsssearch.knowledgestorm.com:80/rss/srl/browse,25/ds,CORE/oe,utf8/rss.xml						
					</source>		
			</item>
		
			<item>					
					<title>
					<![CDATA[The Multi-Channel Call Center Agent - Reality or Myth? - an AberdeenGroup Report sponsored  ...]]>				
					</title>
					<link>http://www.knowledgestorm.com/search/index/sol_summary/89897?pos=32&amp;trkpg=PARTNER_SEARCH_RESULTS_CORE&amp;stype=null&amp;n=89897&amp;c=CORE</link>
					<description>
						<![CDATA[ Read how AberdeenGroup&apos;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.]]>				
					</description>
					<author>
						<![CDATA[Astute Solutions]]>				
					</author>
					<pubDate>
						Sun, 01 Apr 2007 00:00:00 EDT				
					</pubDate>
					<source url="http://rsssearch.knowledgestorm.com:80/rss/srl/browse,25/ds,CORE/oe,utf8/rss.xml">
						http://rsssearch.knowledgestorm.com:80/rss/srl/browse,25/ds,CORE/oe,utf8/rss.xml						
					</source>		
			</item>
		
			<item>					
					<title>
					<![CDATA[Apply ITIL Best Practices with Confidence Using TechExcel Service Suite for Asset  ...]]>				
					</title>
					<link>http://www.knowledgestorm.com/search/index/sol_summary/86063?pos=41&amp;trkpg=PARTNER_SEARCH_RESULTS_CORE&amp;stype=null&amp;n=86063&amp;c=CORE</link>
					<description>
						<![CDATA[ This complimentary webcast details the new features and benefits of TechExcel Service Suite, the newest version of our Asset Management, Service Desk and CRM solution, enabling you to meet critical ITIL initiatives.]]>				
					</description>
					<author>
						<![CDATA[TechExcel, Inc.]]>				
					</author>
					<pubDate>
						Fri, 01 Dec 2006 00:00:00 EST				
					</pubDate>
					<source url="http://rsssearch.knowledgestorm.com:80/rss/srl/browse,25/ds,CORE/oe,utf8/rss.xml">
						http://rsssearch.knowledgestorm.com:80/rss/srl/browse,25/ds,CORE/oe,utf8/rss.xml						
					</source>		
			</item>
		
			<item>					
					<title>
					<![CDATA[BPO 2.0: Rethinking Outsourcing Strategies]]>				
					</title>
					<link>http://www.knowledgestorm.com/search/index/sol_summary/85548?pos=40&amp;trkpg=PARTNER_SEARCH_RESULTS_CORE&amp;stype=null&amp;n=85548&amp;c=CORE</link>
					<description>
						<![CDATA[ BPO 2.0 breaks down the physical constructs of the office or call center and the geographical characteristics of the labor pool to enable companies to outsource jobs to the most qualified worker. BPO 2.0 goes beyond the oft-overused &quot;virtual office&quot; label and instead applies the rules of outsourcing to a distributed labor pool.]]>				
					</description>
					<author>
						<![CDATA[Nucleus Research]]>				
					</author>
					<pubDate>
						Wed, 01 Nov 2006 00:00:00 EST				
					</pubDate>
					<source url="http://rsssearch.knowledgestorm.com:80/rss/srl/browse,25/ds,CORE/oe,utf8/rss.xml">
						http://rsssearch.knowledgestorm.com:80/rss/srl/browse,25/ds,CORE/oe,utf8/rss.xml						
					</source>		
			</item>
		
			<item>					
					<title>
					<![CDATA[Astute Solutions and AberdeenGroup Benchmark Report: The Contact Center as a Profit Center ...]]>				
					</title>
					<link>http://www.knowledgestorm.com/search/index/sol_summary/85731?pos=34&amp;trkpg=PARTNER_SEARCH_RESULTS_CORE&amp;stype=null&amp;n=85731&amp;c=CORE</link>
					<description>
						<![CDATA[ This Aberdeen Group benchmark report summarizes research conducted with call center, customer experience, and operations executives at over 150 companies. It outlines strategies, technology investments, practices, and innovations of best-in-class contact centers, and recommends specific improvement activities to help achieve contact center goals.]]>				
					</description>
					<author>
						<![CDATA[Astute Solutions]]>				
					</author>
					<pubDate>
						Wed, 01 Nov 2006 00:00:00 EST				
					</pubDate>
					<source url="http://rsssearch.knowledgestorm.com:80/rss/srl/browse,25/ds,CORE/oe,utf8/rss.xml">
						http://rsssearch.knowledgestorm.com:80/rss/srl/browse,25/ds,CORE/oe,utf8/rss.xml						
					</source>		
			</item>
		
			<item>					
					<title>
					<![CDATA[The Role of Web-Based Self-Service in the Support Organization]]>				
					</title>
					<link>http://www.knowledgestorm.com/search/index/sol_summary/78954?pos=36&amp;trkpg=PARTNER_SEARCH_RESULTS_CORE&amp;stype=null&amp;n=78954&amp;c=CORE</link>
					<description>
						<![CDATA[ Web-based self-service has evolved as a way for customers to address their own problems and handle tasks that traditionally have been managed by a call center or help desk. Itâs not just a means for deflecting calls from live agents, but it is also viewed as a way for businesses to differentiate themselves and deepen relationships with customers.]]>				
					</description>
					<author>
						<![CDATA[CRMindustry.com]]>				
					</author>
					<pubDate>
						Sat, 01 Oct 2005 00:00:00 EDT				
					</pubDate>
					<source url="http://rsssearch.knowledgestorm.com:80/rss/srl/browse,25/ds,CORE/oe,utf8/rss.xml">
						http://rsssearch.knowledgestorm.com:80/rss/srl/browse,25/ds,CORE/oe,utf8/rss.xml						
					</source>		
			</item>
		
			<item>					
					<title>
					<![CDATA[Astea Alliance Service Management Suite]]>				
					</title>
					<link>http://www.knowledgestorm.com/search/index/sol_summary/77202?pos=3&amp;trkpg=PARTNER_SEARCH_RESULTS_CORE&amp;stype=null&amp;n=77202&amp;c=CORE</link>
					<description>
						<![CDATA[ Astea Alliance service management suite integrates &amp; optimizes business processes for Contact Center, Field Service, Depot Repair, Logistics, Professional Services, &amp; Sales &amp; Marketing. Astea helps organizations maximize the value of their service operations by providing comprehensive, cost-effective solutions that optimize the service enterprise.]]>				
					</description>
					<author>
						<![CDATA[Astea International Inc.]]>				
					</author>
					<pubDate>
						Wed, 07 Sep 2005 00:00:00 EDT				
					</pubDate>
					<source url="http://rsssearch.knowledgestorm.com:80/rss/srl/browse,25/ds,CORE/oe,utf8/rss.xml">
						http://rsssearch.knowledgestorm.com:80/rss/srl/browse,25/ds,CORE/oe,utf8/rss.xml						
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			</item>
		
			<item>					
					<title>
					<![CDATA[Real-Time Field Force Optimization: Dynamic Scheduling &amp; Dispatch as SLM Best Practice]]>				
					</title>
					<link>http://www.knowledgestorm.com/search/index/sol_summary/77213?pos=1&amp;trkpg=PARTNER_SEARCH_RESULTS_CORE&amp;stype=null&amp;n=77213&amp;c=CORE</link>
					<description>
						<![CDATA[ This paper explores how the use of scheduling technology can help companies attain and extend the benefits of SLM by providing service-aware dispatching tools that can greatly improve the efficiency of technicians and dispatchers alike--simultaneously improving service levels and reducing cost.]]>				
					</description>
					<author>
						<![CDATA[Astea International Inc.]]>				
					</author>
					<pubDate>
						Thu, 01 Sep 2005 00:00:00 EDT				
					</pubDate>
					<source url="http://rsssearch.knowledgestorm.com:80/rss/srl/browse,25/ds,CORE/oe,utf8/rss.xml">
						http://rsssearch.knowledgestorm.com:80/rss/srl/browse,25/ds,CORE/oe,utf8/rss.xml						
					</source>		
			</item>
		
			<item>					
					<title>
					<![CDATA[Help Desk: Increased Productivity, Decreased Cost, Happier Employees: First American Meets  ...]]>				
					</title>
					<link>http://www.knowledgestorm.com/search/index/sol_summary/76846?pos=42&amp;trkpg=PARTNER_SEARCH_RESULTS_CORE&amp;stype=null&amp;n=76846&amp;c=CORE</link>
					<description>
						<![CDATA[ Executives at First American realized that they were spending an enormous amount of time &amp; money maintaining help desk software that didn&apos;t meet end-user or business reporting needs. Read how TechExcel HelpDesk helped First American address these concerns &amp; save over $2 million in upgrades &amp; hardware costs, &amp; $500,000 annually on maintenance costs.]]>				
					</description>
					<author>
						<![CDATA[TechExcel, Inc.]]>				
					</author>
					<pubDate>
						Mon, 01 Aug 2005 00:00:00 EDT				
					</pubDate>
					<source url="http://rsssearch.knowledgestorm.com:80/rss/srl/browse,25/ds,CORE/oe,utf8/rss.xml">
						http://rsssearch.knowledgestorm.com:80/rss/srl/browse,25/ds,CORE/oe,utf8/rss.xml						
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			</item>
		
			<item>					
					<title>
					<![CDATA[Service Lifecycle Management for IT Equipment - Tackling the Profitability Crunch]]>				
					</title>
					<link>http://www.knowledgestorm.com/search/index/sol_summary/77212?pos=2&amp;trkpg=PARTNER_SEARCH_RESULTS_CORE&amp;stype=null&amp;n=77212&amp;c=CORE</link>
					<description>
						<![CDATA[ The IT Equipment Service market is riddled with complexity, plagued by competition &amp; challenged by shrinking margins.  This paper provides insight from recent conversations with leading service companies to discover how SLM principals are being used to combat the complexity, growing competition &amp; shrinking profit margins in the IT Services Industry]]>				
					</description>
					<author>
						<![CDATA[Astea International Inc.]]>				
					</author>
					<pubDate>
						Mon, 01 Aug 2005 00:00:00 EDT				
					</pubDate>
					<source url="http://rsssearch.knowledgestorm.com:80/rss/srl/browse,25/ds,CORE/oe,utf8/rss.xml">
						http://rsssearch.knowledgestorm.com:80/rss/srl/browse,25/ds,CORE/oe,utf8/rss.xml						
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			</item>
		
			<item>					
					<title>
					<![CDATA[2005 Trends &amp; Directions in Web-Based Support]]>				
					</title>
					<link>http://www.knowledgestorm.com/search/index/sol_summary/75841?pos=37&amp;trkpg=PARTNER_SEARCH_RESULTS_CORE&amp;stype=null&amp;n=75841&amp;c=CORE</link>
					<description>
						<![CDATA[ While there&apos;s a wealth of rich, increasingly comprehensive technologies available enabling businesses to drive toward true service and support optimization, this paper discusses the decision to deploy and across what channels should depend on a strategy based on clearly defined goals.]]>				
					</description>
					<author>
						<![CDATA[CRMindustry.com]]>				
					</author>
					<pubDate>
						Wed, 01 Jun 2005 00:00:00 EDT				
					</pubDate>
					<source url="http://rsssearch.knowledgestorm.com:80/rss/srl/browse,25/ds,CORE/oe,utf8/rss.xml">
						http://rsssearch.knowledgestorm.com:80/rss/srl/browse,25/ds,CORE/oe,utf8/rss.xml						
					</source>		
			</item>
		
			<item>					
					<title>
					<![CDATA[ePowerCenter - Customer Relationship Management and Interaction Solution]]>				
					</title>
					<link>http://www.knowledgestorm.com/search/index/sol_summary/72594?pos=35&amp;trkpg=PARTNER_SEARCH_RESULTS_CORE&amp;stype=null&amp;n=72594&amp;c=CORE</link>
					<description>
						<![CDATA[ ePowerCenter is an award-winning CRM customer service and support, contact center automation, and interaction management solution designed to address the unique needs of consumer-focused companies and their contact centers.  It is behind high-impact technical and business results at Global 1000 companies across numerous vertical markets.]]>				
					</description>
					<author>
						<![CDATA[Astute Solutions]]>				
					</author>
					<pubDate>
						Fri, 04 Feb 2005 00:00:00 EST				
					</pubDate>
					<source url="http://rsssearch.knowledgestorm.com:80/rss/srl/browse,25/ds,CORE/oe,utf8/rss.xml">
						http://rsssearch.knowledgestorm.com:80/rss/srl/browse,25/ds,CORE/oe,utf8/rss.xml						
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			<item>					
					<title>
					<![CDATA[Customer Support Solution]]>				
					</title>
					<link>http://www.knowledgestorm.com/search/index/sol_summary/72165?pos=31&amp;trkpg=PARTNER_SEARCH_RESULTS_CORE&amp;stype=null&amp;n=72165&amp;c=CORE</link>
					<description>
						<![CDATA[ As a leading software customer support solution for small companies to the world&apos;s largest organizations, the ExtraView Customer Support solution features comprehensive customer support management functionality based on the ExtraView platform.]]>				
					</description>
					<author>
						<![CDATA[Extraview Corporation]]>				
					</author>
					<pubDate>
						Fri, 21 Jan 2005 00:00:00 EST				
					</pubDate>
					<source url="http://rsssearch.knowledgestorm.com:80/rss/srl/browse,25/ds,CORE/oe,utf8/rss.xml">
						http://rsssearch.knowledgestorm.com:80/rss/srl/browse,25/ds,CORE/oe,utf8/rss.xml						
					</source>		
			</item>
		
			<item>					
					<title>
					<![CDATA[Workforce Optimization: Combining People, Processes and Technologies]]>				
					</title>
					<link>http://www.knowledgestorm.com/search/index/sol_summary/69404?pos=39&amp;trkpg=PARTNER_SEARCH_RESULTS_CORE&amp;stype=null&amp;n=69404&amp;c=CORE</link>
					<description>
						<![CDATA[ While delighting customers is of the highest priority for customer service-driven businesses, it&apos;s not the only one: in order to satisfy customers, management must also satisfy the individuals responsible for serving those customers.]]>				
					</description>
					<author>
						<![CDATA[CRMindustry.com]]>				
					</author>
					<pubDate>
						Sun, 01 Aug 2004 00:00:00 EDT				
					</pubDate>
					<source url="http://rsssearch.knowledgestorm.com:80/rss/srl/browse,25/ds,CORE/oe,utf8/rss.xml">
						http://rsssearch.knowledgestorm.com:80/rss/srl/browse,25/ds,CORE/oe,utf8/rss.xml						
					</source>		
			</item>
		
			<item>					
					<title>
					<![CDATA[Workforce Management: Optimizing Performance for Superior Customer Service]]>				
					</title>
					<link>http://www.knowledgestorm.com/search/index/sol_summary/70906?pos=38&amp;trkpg=PARTNER_SEARCH_RESULTS_CORE&amp;stype=null&amp;n=70906&amp;c=CORE</link>
					<description>
						<![CDATA[ Of the myriad pressures faced by call center managers in today&apos;s customer-centric business environments, staffing remains the most challenging. It&apos;s no wonder that up to 75% of call center costs revolve around personnel. These challenges are forcing contact center managers to seriously consider the way they manage their workforces.]]>				
					</description>
					<author>
						<![CDATA[CRMindustry.com]]>				
					</author>
					<pubDate>
						Mon, 01 Mar 2004 00:00:00 EST				
					</pubDate>
					<source url="http://rsssearch.knowledgestorm.com:80/rss/srl/browse,25/ds,CORE/oe,utf8/rss.xml">
						http://rsssearch.knowledgestorm.com:80/rss/srl/browse,25/ds,CORE/oe,utf8/rss.xml						
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