The potential of M2M communications is almost unlimited: applications include fleet and asset tracking; smart metering; industrial, building and home automation; improved security, and more. This paper explores the key business drivers behind M2M wireless communications ,the different hardware, software and communications elements involved, and describes how to introduce M2M technology effectively on a global scale.

The Cloud offers new potential to drive profitability, agility and efficiency in carrier interconnect routing and wholesale termination services. From servicing new business opportunities to creating new efficiencies, the Cloud is giving carriers more options and addressing increased complexity. But not all Cloud solutions are the same, with different technical options, operations capabilities and business models. The key to success is to ask the right questions and get the most out of a Cloud service to maximize ROI.
In this white paper, the key questions to ask when considering a Cloud solution for wholesale termination services and carrier interconnect routing are considered. These are based on DIGITALK's experience working with a growing number of service providers and network operators who have chosen to adopt a Cloud platform on which to base their carrier routing and wholesale services.

Improve Contact Center KPIs. As customers demand higher levels of service it's now critical to make sure your contact center agents are equipped to keep pace. Learn how deploying a virtual agent on CSR desktops enhances agent performance and efficiency.

Who would benefit from downloading this Whitepaper:

• Directors, C-Level and above of;
• The Contact/Call Center
• Customer Service
• Customer Experience
• Marketing
• E-Commerce

NOW Is the Time to Get Online Self-Service Right! Indicators are everywhere that 2013 is the year when virtual assistant technology will dominate the customer service landscape. Here are 8 reasons why we think it is time for online self-service to shine.

Who would benefit from downloading this Whitepaper:

• Directors, C-Level and above of;
• Customer Service
• Customer Experience
• Marketing
• E-Commerce

Stop These Dollars From Flying Away... When your website does a poor job of resolving customer service issues, the escalation costs are truly astounding. Our latest report shows you where these runaway costs originate, and how you can stop them.

Who would benefit from downloading this Whitepaper:

• Directors, C-Level and above of;
• Customer Service
• Customer Experience
• Marketing
• E-Commerce

How to Impress Customers with Your Own Digital Assistant Technology . Today's consumers have fallen in love with personal digital assistants like SIRI. This report reveals exactly what you need to do in order to keep pace with their new expectations.

Who would benefit from downloading this Whitepaper:

•Directors, C-Level and above of;
•Customer Service
•Customer Experience
•Marketing
•E-Commerce

Discover the 3 Ingredients for Customer Service Excellence that Most Companies Miss. Only 8% of organizations deliver truly excellent customer service. In this report, we make the path to excellence EASY, with a simple 3-part formula. This report is a highly visual guide for making drastic improvements in the way your customers interact with you online. We've boiled everything down to the must-read essentials you can act on now.

Who would benefit from downloading this Whitepaper:

•Directors, C-Level and above of;
•Customer Service
•Customer Experience
•Marketing
•E-Commerce

While Customer Service and Contact Centers have always been important to a business’s ability to handle customer questions, resolve problems and deal with issues, the adoption of social media by Customer Service positions them as the unique driver of the Social Enterprise. Today’s savvy Customer Service groups are not only adopting social media, but are actively integrating interactions in social media with traditional interaction channels. Customer Service is now driving the voice of the customer (VOC) cross-functional collaboration and that integration and use of VOC data makes all departments more effective and efficient. By acting as a collaborative partner to provide VOC data to all other departments in the company, Customer Service is the pivotal creator of the new Social Enterprise.

Customer service teams are overwhelmed with information, yet struggle to find information for 20% of cases. There’s a significant cost to not finding information – in hard dollars and lost customers. IDC estimates a toll of $50,000 a year per employee is wasted searching for and recreating information that already exists. It’s time to think about knowledge and customer service in a new way. Learn how to get put your organization’s collective knowledge in the hands of your service reps using advanced enterprise search technology – and watch your service performance improve and customer satisfaction soar.

This eBook offers practical strategies to improve the customer experience by unlocking your organization’s collective knowledge.

Download this brief to learn about the customer experience technology you can’t afford to ignore. In this brief, Michael Fauscette, Group VP of Business Solutions at IDC, explains why a customer community platform should be an integral part of your customer experience strategy:

Learn how a customer community platform can help you:

• Identify and incentivize brand advocates to be your best marketers
• Drive product innovation based on real-time feedback from your customers
• Provide immediate, self-service support which reduces support tickets, while keeping satisfaction levels high

CA Technologies had some ambitious goals: improve engagement across all channels increase the efficiency and productivity of its call center agents and reduce costs, all without adding headcount. Learn how they achieved dramatic results, including a 15% reduction in case resolution time and a 10% increase in customer self-service satisfaction with advanced enterprise search technology.

With product complexity and information growing exponentially, contact centers are facing a harsh reality: Knowledge rules. Without a critical knowledge management and access strategy, contact center costs and agent turnover rise, customer satisfaction plummets, and customers jump ship for the competition. This research report examines the findings of a survey conducted by Omega Management Group Corp. and Coveo, that reveals some of the most critical and costly challenges facing customer support departments, and the negative impact on customer service metrics.

Today's service and support leaders find themselves at a crossroads in today's big data world - they will either harness the tremendous wealth of data at their disposal to deliver transformational service and emerge as new leaders, or ignore the opportunity. In this research report from Coveo and TSIA, you’ll learn how advanced indexing and insight technologies benefit support organizations, particularly in the areas of service delivery, knowledge management, multichannel management, and voice of the customer. You’ll also read case studies and learn key features to consider when evaluating advanced search tools.

With a rapidly expanding portfolio of high-tech products in an industry locked in a mad dash with Moore’s Law, Tokyo Electron’s field service team needed a next-generation solution to speed the identification and retrieval of critical engineering and service information from a growing and highly decentralized global knowledge infrastructure. Learn why they selected Coveo and how the advanced enterprise search technology injects existing knowledge into their support operations, from across a variety of repositories, database applications and geographies to reduce repair times and improve customer retention.

Rembrandt & MBO, leading corporate finance advisors backed by Rabobank, wanted to give their users the ability to instantly find highly relevant, consolidated customer information — including communication histories, similar and related information. Learn why they turned to Coveo for Salesforce to inject this critical customer- and case-related knowledge from anywhere into their Salesforce UI and how the technology has given them a competitive edge.

The measure of success (or failure) of a contact center is simply the sum of the performances of each of its agents. In order to improve agent performance a contact center must find a way to affect and sustain change in the behavior of every agent, on every call. CallMiner Eureka Speech Analytics gives call centers the complete, consumable picture they need in order to positively and quickly effect change in the performance of their agents – while continuously measuring progress towards their overall goals.

A parable in the information technology industry is that the velocity of technology change enables breakthrough advances every three years. This is now true with the onset of In-Network Analytics. Using the pristine quality of VOC captured directly in the Telco network, the enterprise now has an opportunity to inexpensively and simply make conversational analytics available in real-time from a data source that is native, uncompressed and speaker separated. Whether employing an in-sourced contact center model, utilizing BPO’s for outsourcing or the combination of both, the enterprise will now be conducting VOC analysis from an intelligence layer that is utterly comprehensive and provides complete consistency and transparency.

Resolving a customer’s needs within the first contact is widely accepted as one of the most important measures of success in contact centers today and it has a powerful, positive effect on both financial and performance metrics. Not only does first contact resolution reduce costs and increase service levels by cutting down on the number of customer contacts, it is one of the primary drivers for improved customer satisfaction, increased retention, and higher revenues. According to DMG Consulting, “too many companies struggle to realize the full benefits of their FCR initiatives because they do not know how to convert the findings into action.” This paper will discuss how contact analytics can be used to accurately measure FCR and how those insights can be used to improve business processes.

As companies continue to evolve their Customer Relationship Management (CRM) strategies to attract and maintain customers, the contact center has emerged as an important strategic asset. The agents staffing these centers have a direct impact on customer acquisition and satisfaction. In order to continue providing excellent service, more companies are turning to advanced analytics to ensure that their contact centers are performing at a high level.

In addition, market leaders are using insights from customer interactions to uncover sales, marketing, and operational improvement opportunities that touch every branch of the business. Contact analytics is now being leveraged to provide more than just performance feedback to front line employees; the intelligence mined from customer interactions is driving continuous process improvement throughout the entire organization.

"Honey, we need to talk".

As a customer service executive, how do you get the most out of your contact center outsourcing relationships? Here are a few questions to consider:

- Are your outsourcing relationships structured to create strategic impact beyond cost savings and efficiency improvements?

- Are your service providers expanding their delivery capabilities to collaboratively meet your evolving requirements?

- Do you work collaboratively with your service provider to help grow each other’s business?

Outsourcing as a tactic is much more commonplace today, and there’s a lot of "tuition value" gained from past outsourcing experiences – some positive and some not. Early adopters of outsourcing have already realized most cost savings and process efficiencies. They are now seeking to build partnerships that influence brand perception, maximize value delivered to end-consumers, and contribute to top-line growth.

In order to assist enterprises in maximizing the value from their contact center outsourcing relationships, TELUS International partnered with the Everest Group to create this report. Based on interviews with executives at leading US-based companies, this report:

- Examines 8 key habits of sub-optimal outsourcing relationships

- Outlines a 5-step plan for structuring strategic partnerships

- Provides key recommendations for optimizing your outsourcing portfolio