Call Center Statistics Software - KnowledgeStorm

IBM Software Delivery Best Practices eKit : Do More with Less

IBM — Wed, 04 Nov 2009 00:00:00 EST

This e-Kit is for anyone who wants to deliver effective software, while reducing costs and risks in this challenging economic environment. Our white papers, videos, webcasts, and customer success stories provide guidance and best practices while showing you how Rational solutions help you gain both short- and long-term value.

Improving Customer Support and Help Desk Efficiencies with On-Demand Remote Support

NTR Global — Thu, 29 Oct 2009 00:00:00 EDT

This white paper will help anyone responsible for improving customer experiences with affordable technology solutions to understand why self-service support falls short in terms of immediate customer response expectations, how on-demand remote support delivers immediate ROI benefits, and what to look for in a new remote support solution.

Solutions for Small to Medium Data Centers

APC — Fri, 23 Oct 2009 00:00:00 EDT

APC® by Schneider Electric enables you to adapt your data center to the changing needs of a business. With the same InfraStruXure® HD-Ready architecture, you can start out with a low-density data center, and later scale up to high density as needed without picking up the phone to call for more capacity, engineering or quotes.

Free Tool: IP Address Tracker (IPAT)

SolarWinds, Inc. — Tue, 20 Oct 2009 00:00:00 EDT

Our new IP Address Tracker frees you from the evils of spreadsheets, delivering powerful and simple-to-use features that give you a unified view of your IP address space and that enable you to manage it -- for free! IP Address Tracker makes it easy to track an unlimited number of IP addresses, see which ones are in use and which are not, and more.

Compression ROI Tool

IBM — Mon, 19 Oct 2009 00:00:00 EDT

The IBM DB2 ROI tool has been designed for developers, database administrators and senior IT management personnel alike, to help them perform a clinical analysis of the cost savings gained from the Storage Optimization feature of DB2 for Linux, UNIX and Windows.

Enterprise, Back-Office Applications Propel our Business: An order management system, ...

IBM — Thu, 01 Oct 2009 00:00:00 EDT

With Oracle Applications Extension for Rational Performance you no longer have to jeopardize your business engine during an upgrade. You’ll eliminate risk, increase testing productivity, speedy delivery, and ensure the quality and scalability of your business systems.

SQL Server 2008 Dynamic Duo: Management Views and Functions

Global Knowledge — Tue, 22 Sep 2009 00:00:00 EDT

Dynamic management views and functions were extraordinary additions to SQL 2005, and they have only improved in function and increased in number in SQL 2008. This white paper will explore a few of their capabilities and give examples as to how they can ease the workload of a database administrator.

Security in the Call Center: Verifying Customer Identities without the Inconvenience

RSA, The Security Division of EMC — Fri, 18 Sep 2009 00:00:00 EDT

Is securing the Call Center possible without impacting the customer experience? This paper discusses the advantages and benefits of using knowledge-based authentication (KBA) to bolster Call Center security over other solutions.

Communications Skills for Remote Support

LogMeIn, Inc. — Wed, 16 Sep 2009 00:00:00 EDT

A new era of on-demand remote support has brought with it a unique challenge to the agents who practice it: a new level of transparency for their interpersonal skills. In this white paper, you'll learn from an experienced communications skills expert, 4 specific steps to help supercharge your customer relationships in an era of remote support.

Midmark Aims for Excellence with Efficient Products and Support

LogMeIn, Inc. — Wed, 16 Sep 2009 00:00:00 EDT

Find out how healthcare equipment and diagnostic product vendor, Midmark, uses LogMeIn Rescue to give helpdesk support to internal and external users, and customers worldwide on their PC's, Macs and smartphones.

For Ceridian, it Pays to Provide High-Quality Support

LogMeIn, Inc. — Wed, 16 Sep 2009 00:00:00 EDT

This case study describes how Ceridian used LogMeIn Rescue to streamline its 50-to 90 day implementation process and to increase troubleshooting capabilities for customer support analysts handling 2,500 calls per day. With Rescue in place, Ceridian has experienced an increase in their customer satisfaction rates, which have grown from 83% to 94%.

Giving Nurses More Time to Care

LogMeIn, Inc. — Wed, 16 Sep 2009 00:00:00 EDT

The IT team at Palm Valley Health Care needed to provide technical support to their 200 field nurses and wide-spread administrative staff throughout South Texas. Find out why they chose LogMeIn Rescue to solve 9 out of 10 support issues remotely.

Controlling the Cost of Audio Conferencing

Citrix Online — Thu, 10 Sep 2009 00:00:00 EDT

This Wainhouse Research application brief explores the costs of audio conferencing – specifically whether organizations consider cost to be a problem and what they're doing to control it.

Get More Value from Audio Conferencing

Citrix Online — Thu, 10 Sep 2009 00:00:00 EDT

Listen to this podcast to hear how all-new HiDef Corporate™ leverages the communicative advances of the Internet and next generation telephony to revolutionize the way call conferencing is administered and billed.

Audio Conferencing 2.0: Control Costs & Simplify Administration

Citrix Online — Thu, 10 Sep 2009 00:00:00 EDT

In this paper, we're taking audio conferencing to an entirely new level. Built with Web-based administration and control, HiDef Corporate audio conferencing gives you crystal-clear audio plus the tools to extract maximum value from every call.

VoIP and Lower TCO Will Drive Adoption of Hosted On-Demand Contact Centers

Five9 — Thu, 10 Sep 2009 00:00:00 EDT

Read this paper to learn how organizations that have selected a hosted contact center solution have minimized or even eliminated the cost of their IT or telecom support departments. Keep reading to learn what the benefits a hosted contact center solution can have for your company.

Award-Winning VoIP Provider Deploys Five9 in Profit Centers to Launch Marketing Campaigns

Five9 — Thu, 10 Sep 2009 00:00:00 EDT

Read case study to learn how Vonage selected the Five9 Virtual Call Center Suite to launch an ambitious campaign to win back over 70,000 customers. Read on to learn how Five9 Virtual Call Center Suite offers superior-quality VoIP, predictive dialer, inbound call capabilities, comprehensive management and customer tracking tools, and more.

The Leader in On-Demand Call Centers: Five9 Product Overview

Five9 — Thu, 10 Sep 2009 00:00:00 EDT

Five9 is the leader in on-demand call center products. Watch this overview to learn about all the products Five9 has to offer to help improve your call center operations and learn just how easy it is to use the many products available from Five9.

Preparing to Stay in Business - Storage Continuity Critical in 24-Hour World

CDW Corporation — Tue, 08 Sep 2009 00:00:00 EDT

You probably think it couldn't happen to you, but disastrous events occur more often than not. Perhaps not a hurricane or earthquake or malicious attack, but there are potential risks for every business. Developing a solid data-recovery plan can keep your business up and running in the event of a disaster or other unfortunate event.

Case Study: Unified Communications and Indiana University Medical Group

CDW Corporation — Tue, 01 Sep 2009 00:00:00 EDT

When outdated equipment and disparate systems were hampering in-house communications, customer service, and workflow, Indiana University Medical Group turned to CDW for a three-part Cisco solution. This case study gives details on the benefits they gained.

Podcast: Protecting Data on the Edge

Zenith Infotech — Wed, 08 Jul 2009 00:00:00 EDT

In this expert podcast W. Curtis Preston describes the most effective techniques, tools and best practices for protecting edge or mobile data.

Protecting Data on the Edge

Zenith Infotech — Wed, 08 Jul 2009 00:00:00 EDT

According to industry statistics, the majority of a typical company's data doesn't reside on data center storage -- it lives on the "edge." The edge may be desktop PCs, laptops or even smart phones and PDAs. In this videocast W. Curtis Preston describes the most effective techniques, tools and best practices for protecting edge or mobile data.

Presentation Transcript: Protecting Data on the Edge

Zenith Infotech — Fri, 19 Jun 2009 00:00:00 EDT

According to industry statistics, the majority of a typical company's data doesn't reside on data center storage -- it lives on the "edge." The edge may be desktop PCs, laptops or even smart phones and PDAs. In this transcript, W. Curtis Preston describes the most effective techniques, tools and best practices for protecting edge or mobile data.

Embarcadero & #174; DB Optimizer & #153;

Embarcadero Technologies, Inc. — Thu, 14 May 2009 00:00:00 EDT

Poor performing SQL code is costly in terms of dollars and customer satisfaction. Discovering performance bottlenecks once they're in production is costly.

Globo.com Acquires 200,000 New Customers in 2 years and Reduces Churn by 30% with Data Mining

SPSS Inc. Worldwide Headquarters — Mon, 04 May 2009 00:00:00 EDT

This Internet service provider/portal operator of Globo, Brazil's largest media conglomerate, delivers the content Brazilian Web users want using PASW Statistics.

Furniture Manufacturer Improves Customer Satisfaction through Customer Analysis with SPSS

SPSS Inc. Worldwide Headquarters — Mon, 04 May 2009 00:00:00 EDT

Customer knowledge is market advantage. To refine its edge and better manage customer relationships, Haworth needed to learn what was important to its customers and deploy that knowledge to key decision makers. Read how they did it.

Publisher Targets Most Profitable Subscribers with SPSS

SPSS Inc. Worldwide Headquarters — Mon, 04 May 2009 00:00:00 EDT

To improve the profitability of its subscriptions and increase the value it provides to its advertisers, The Miami Herald Publishing Company used PASW Statistics to find and target new subscribers likely to be stable, profitable customers. Read this case study for more.

Police Department Utilizes Analytics and Statistics to Identify Crime Areas

SPSS Inc. Worldwide Headquarters — Fri, 01 May 2009 00:00:00 EDT

CMPD experienced problems with two particular areas of crime. They needed community involvement to really make an impact in these areas. PASW Statistics allowed CMDP to gather data and present it as compelling evidence of the need for community involvement.

Expand Your Reach: Mastering Multi-Modal Survey Research

SPSS Inc. Worldwide Headquarters — Tue, 14 Apr 2009 00:00:00 EDT

Whether it's in your call center, on the Web, or in-person, effective survey research requires proven practices that reach across the board. In this webcast, you learn how to cut the costs and improve the performance of your survey research efforts - regardless of where you reach your respondents or what language they speak.

The Risks of Using Spreadsheets for Statistical Analysis

SPSS Inc. Worldwide Headquarters — Thu, 19 Mar 2009 00:00:00 EDT

Are spreadsheets a help or a hindrance when performing data analysis? Get the real story from the author of SPSS for Dummies, Arthur Griffith. In this informative and entertaining webcast, you'll receive expert guidance on the proper uses and limitations of spreadsheets, as well as the strengths and benefits of SPSS Statistics.

Boost ROI with Faster, Easier, VISUAL Analytics

SPSS Inc. Worldwide Headquarters — Tue, 24 Feb 2009 00:00:00 EST

Join us at this live webcast and learn how you can:

Use RFM analysis to quickly rank customers for high-return marketing
Use advanced visualization techniques to uncover segments and patterns in your data, and apply these insights to growth, acquisition, and retention planning
and more

Building the Business Case for Predictive Analytics: Nucleus Research

SPSS Inc. Worldwide Headquarters — Fri, 20 Feb 2009 00:00:00 EST

Predictive analytics encompasses a variety of techniques from statistics and data mining that analyze current and historical data to make predictions about future events. In this Nucleus Research report, learn how your company can achieve ROI from Predictive analytics applications.

A Smarter Start: Preparing Data with SPSS Statistics Base

SPSS Inc. Worldwide Headquarters — Thu, 12 Feb 2009 00:00:00 EST

Before you can analyze your data, you must prepare it for analysis. SPSS Statistics Base offers an array of techniques and features to help users validate data in order to ensure complete, effective, and accurate analysis. This webinar will show you some of these techniques so you can be certain you are getting the best information from your data.

Best Practices in the Call Center: A Customer Touch & #45;Point Methodology

Oracle Corporation — Mon, 26 Jan 2009 00:00:00 EST

One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions.

Business Intelligence - Now More Than Ever

SAP BusinessObjects — Fri, 19 Dec 2008 00:00:00 EST

The goal of this white paper is to explain why business intelligence is a sound investment for any IT manager to make, especially now. Budgets are tighter and demands from executives to see immediate results from IT implementations are increasing. This paper outlines the benefits of a BI solution and its impact on a company. Read on to learn more.

Cisco Unified Communications: Unifying Communications Infrastructure

Global Knowledge — Wed, 10 Dec 2008 00:00:00 EST

Cisco's unified communications vision combines individual systems with different communications capabilities into a cohesive, powerful communications ecosystem that allows a business to revolutionize itself overnight.

Increase Profits and Customer Satisfaction in the Communications Industry

Infor CRM — Fri, 05 Dec 2008 00:00:00 EST

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.

Addressing the challenges of implementing a customer-centric strategy

Infor CRM — Fri, 05 Dec 2008 00:00:00 EST

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.

Email Archiving: Understanding the Reasons & #44; Risks and Rewards

Proofpoint, Inc. — Thu, 30 Oct 2008 00:00:00 EDT

Regulatory compliance, legal discovery and storage management issues are driving more organizations to consider email archiving. Here's what you should know when making decisions about your organization's use of email archiving technology.

Working Smart in IT Operations: The Case for Consolidated Operations

Hewlett-Packard Company — Wed, 01 Oct 2008 00:00:00 EDT

This paper explores the problems IT operations can encounter in coordinating the activities of application and infrastructure specialist teams, and it proposes an approach-- consolidated operations-- designed to get incidents to the right person with the right information fast so problems can be resolved quickly, with no duplication of effort.

Differentiation through Service Excellence Driving Customer Loyalty and Service Profitability

SAP America Inc — Wed, 17 Sep 2008 00:00:00 EDT

The importance of achieving service excellence is growing. Products are increasingly becoming commodities, and CEOs are recognizing that first-rate service is crucial to enhancing customer satisfaction. This paper explores the crucial links between customer service and customer satisfaction.

Leading Auto Repair Services Provider Boosts Efficiency with Easy-to-Use CRM Solution

Microsoft — Fri, 25 Jul 2008 00:00:00 EDT

After evaluating several customer relationship management solutions, including Salesforce.com, the company replaced NetSuite CRM with Microsoft Dynamics® CRM. Using Microsoft Dynamics CRM, the company cut call times in its customer support call center by 30%, reduced agent training time by 25 percent, and strengthened its growth capacity.

North Shore Medical Center Provides Better Support with AMD Processor & #45;based Solutions

HP, Vmware and AMD — Tue, 01 Jul 2008 00:00:00 EDT

Thanks to VMware, North Shore Medical Center provides better support for physicians and healthcare professionals while improving data center management with Advanced Micro Devices processor-based solutions.

Top 5 Best Practices for Creating Effective Campaign Dashboards

Tableau Software — Sun, 01 Jun 2008 00:00:00 EDT

We can define an effective marketing dashboard as one that enables marketers to visually display relevant and current campaign, customer, advertising and/or branding information needed to achieve marketing objectives.

IRMC Used VMware Virtual Desktop Infrastructure to Virtualize its Call Center Operations

AMD and VMware, Inc — Sat, 01 Mar 2008 00:00:00 EST

IRMC used VMware Virtual Desktop Infrastructure to virtualize its call center operations and support multiple call centers from a central data center, reducing IT costs while improving flexibility and competitiveness.

Still Struggling to Reduce Call Center Costs without Losing Customers & #63;

SAP America Inc — Fri, 01 Feb 2008 00:00:00 EST

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.

Empowerment as a Growth Strategy

Oracle Corporation — Sat, 01 Sep 2007 00:00:00 EDT

Companies are using technology and other tools to help employees deliver an organization's best collective thinking during each customer interaction. Among them is Hewlett-Packard (HP), which we will feature in this paper. We will also explain why empowering your key customer-facing employees is the new path to achieving extraordinary results.

Business Technology Marketing Benchmarks 2007-2008 PDF Slides

KnowledgeStorm Webinars — Mon, 23 Jul 2007 00:00:00 EDT

Find out what 1,038 B2B marketers revealed about what works for lead generation and nurturing tactics. Invite your entire team to view this free Webcast and learn about B2B email, search marketing and surprising Webcast and white paper marketing statistics.

Business Technology Marketing Benchmarks 2007-2008

KnowledgeStorm Webinars — Thu, 21 Jun 2007 00:00:00 EDT

CRM without Compromise: A Strategy for Profitable Growth

SAP America Inc — Sun, 01 Apr 2007 00:00:00 EDT

This white paper describes the concept of “CRM without compromise,” elucidating how organizations can maximize their results by taking a more structured, holistic approach to CRM across the enterprise to gain a competitive advantage and profitable growth.