February 29th, 2012 | | Comments Off on People + Processes + Technology: Creating a Winning Formula for Customer Support
Service desks can employ the best agents in the world, or run the most sophisticated technologies, but without effectively combining the two, and directing their interactions based on sound processes, they won’t deliver service and support that differentiates. Some service transformation tools, such as remote support, not only improve customer service delivery, but positively impact employees and business processes as well.
February 29th, 2012 | | Comments Off on Powering Your Global Professional Service Workforce with Web-Based Meeting and Collaboration Tools
This White Paper identifies some of the insights gained from a recent benchmark survey on how globalization drives the need for Professional Service Organization (PSOs) to rely on collaboration and remote service delivery tools like Citrix® GoToMeeting® Corporate and Citrix® GoToAssist® Corporate.
February 29th, 2012 | | Comments Off on Premise vs. Hosted Contact Center: Total Cost of Ownership Analysis
This whitepaper presents the results of the TCO analysis for twelve (12) contact center configurations. Total cost of ownership is a valuable way to compare contact center acquisition/deployment alternatives. However, it should be viewed as one element in a comprehensive decision process.
February 29th, 2012 | | Comments Off on The Hidden Dangers of an RFP
The investment of money, time and change in processes that come with a software implementation has a profound impact on any company, making it imperative that the right product and service provider are identified during the selection process.
February 29th, 2012 | | Comments Off on The High Cost of Change for ERP
Businesses of all sizes and in all industries are finding it difficult and costly to continue to update and modify enterprise resource planning (ERP) systems after they have been installed. The initial investment to acquire and implement an ERP system is substantial. But even after the system is up and running, the costs continue to mount as the business evolves, requiring the ERP system to evolve as well to keep pace.
Setting Up A Call Distributor
February 28th, 2012 | | Comments Off on The New Mantra: “The Agent Is King”
This paper is written for contact center executives, managers and decision makers who are evaluating or have chosen the on-demand platform as a viable replacement for premise-based infrastructure. This white paper takes a detailed look at the industry trends, the value proposition for on-demand contact center technology, linkages between functions, key tools, technologies and current agent optimization practices.
February 28th, 2012 | | Comments Off on The Power of Virtual Collaboration in Project Management
This eBook will show you how to implement virtual collaboration tools throughout the life cycle of a project to leverage the benefits of collaboration and partnership.
February 28th, 2012 | | Comments Off on Nine Telltale Signs You Should Replace Your Current WMS
While definitions of a WMS run the gamut from Microsoft® Excel® spreadsheets to well-known best-of-breed applications, an inflexible or legacy WMS may be dragging down your productivity and putting your business at risk.
February 28th, 2012 | | Comments Off on The Rise of Web Commuting
“The rise of online meeting and collaboration tools has not only enabled workers to meet with colleagues, customers and prospects from virtually anywhere at any time, it has also increased productivity by reducing time wasted traveling to and from meetings. To understand more about this growing trend, download research brief, The Rise of Web Commuting.”
