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Integrating Customer Contact Preferences into your CRM System by Gryphon Networks

December 14, 2009 - (Free Research) This webcast shares techniques for communicating with your customers in an acceptable manner that fits their preferences while expanding your marketable universe.

(WEBCAST)

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Addressing the challenges of implementing a customer-centric strategy by Infor CRM

December 05, 2008 - (Free Research) 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.

(WHITE PAPER)

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Communications Skills for Remote Support by LogMeIn, Inc.

September 16, 2009 - (Free Research) 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.

(WHITE PAPER)

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Expand Your Reach: Mastering Multi-Modal Survey Research by SPSS Inc. Worldwide Headquarters

April 14, 2009 - (Free Research) 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.

(WEBCAST)

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Finding the Way Home: How to Design Your At-Home Agent Framework by inContact

December 01, 2009 - (Free Research) Join our guest speaker Krystal Sautter, of Moving Beyond the Bricks, as she outlines what it takes to get moving. Watch this webcast to learn how to use virtual infrastructure, staff for at-home positions and manage, train and coach home agents and evaluate your results.

(WEBCAST)

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Audio Conferencing 2.0: Control Costs & Simplify Administration by Citrix Online

September 10, 2009 - (Free Research) 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.

(WHITE PAPER)

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Controlling the Cost of Audio Conferencing by Citrix Online

September 10, 2009 - (Free Research) 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.

(WHITE PAPER)

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Get More Value from Audio Conferencing by Citrix Online

September 10, 2009 - (Free Research) 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.

(PODCAST)

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Best Practices in the Call Center: A Customer Touch-Point Methodology by Oracle Corporation

January 26, 2009 - (Free Research) 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.

(WHITE PAPER)

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