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Certification - Great Programs Help Your Brand; Bad Ones Can Hurt
JD Power
4/4/2014 9:50:58 AM
Herb Williams-Dalgart, senior director of certification and performance improvement at J.D. Power, spoke with CUSTOMER magazine to help us understand the benefits and challenges organizations might face when pursuing a certification program. For certification programs to be successful they should enable organizations to build and support a culture of excellence, highlight performance efforts, and ensure key standards are consistently met.

In this white paper, Herb outlines the main elements of a great certification program, reasons not to pursue a certification and the pitfalls of being unprepared prior to the process.
HigherGround Can Take Your Contact Center to New Heights
HigherGround
4/3/2014 4:46:08 PM
Technology can be a great help in making a contact center more efficient and effective. With the right tools and the right people, contact centers can focus on providing superior customer service and meeting business goals. HigherGround seeks to enable contact center efficiency with its call recording and advanced dashboard solutions.

In this Strategic Solutions white paper you will learn about HigherGround's call recording solution, Calibre, and the advanced dashboard, Calibre Analytics Dashboard. Both solutions are very user-friendly and easily customizable.
Blue Water Shipping Removes the Barriers to Effective Collaboration with IBM Notes
IBM
4/3/2014 4:09:20 PM
Blue Water Shipping selected IBM Connections software, a social networking platform that enables boundary-free collaboration, integrated with the company's existing IBM Lotus Notes and Domino environment.
Applying Social Business: The Repeatable Patterns that Improve Business Processes and Provide Return
IBM
4/3/2014 4:07:43 PM
A shift of power in commercial relationships from producers and sellers to buyers has changed marketplace and leadership thinking toward greater collaboration with customers, partners and employees. Fortunately, new capabilities in technology and business practices can help organizations adapt and harness these marketplace dynamics. Social business can be combined with mobility and cloud to:

Enable organizations to innovate and execute faster
Better understand and serve their customers
Empower a more engaged workforce

Read this white paper for more information about seven examples of repeatable approaches for using social business practices and capabilities to impact your business, to create competitive advantage and to gain identifiable and measurable ROI.
Improving Collaboration by Adding Social Capabilities to Email
IBM
4/3/2014 4:04:53 PM
This paper looks at why email remains the primary mode of communication in business today and the fact that more and more organizations are looking at social software and other real-time communication methods to add to the email experience. Analyst firm IDC expects that organizations will use software, such as Notes and Domino 9x Social Edition which seamlessly combines email with social capabilities both on-premises and in the cloud, to complement existing tools and address the business need of getting the right data to/from the right people at the right time for the foreseeable future. Share this paper with your clients.
Champions of Software as a Service: How SaaS is Fueling Powerful Competitive Advantage
IBM
4/3/2014 3:59:30 PM
The use of Software as a Service (SaaS) has skyrocketed over the last few years and shows no signs of slowing. What's driving that demand? An IBM Center for Applied Insights study - based on input from more than 800 IT and business decision makers worldwide - offers some surprising answers.

As expected, reducing the total cost of ownership (TCO) of their applications is the top reason companies try SaaS. However, top performers are gaining something even more critical: competitive advantage. Leading companies are leveraging SaaS in powerful and even transformative ways.
Under Cloud Cover: How Leaders are Accelerating Competitive Differentiation
IBM
4/3/2014 3:57:49 PM
More and more business leaders are recognizing the profound implications of how implementing Cloud computing can help their organizations make money, differentiate and compete. According to a study sponsored by The IBM Center for Applied Insights, in collaboration with Oxford Economics, 802 Cloud decision makers and users surveyed believe that the top three most valuable capabilities in their "cloud of the future" would be:

-Product/service building blocks: Easy-to-assemble industry or business service components they can use to construct new products or services.
-(Even bigger) big data: Access to and management of vast data stores they can't get to now.
-Industry-specific platforms: Cloud platforms with applications and computing environments designed specifically for their industry.

Read this Study for more insights from Cloud computing decision makers and users involved in the survey.
The Bad and the Ugly of Out-House Agents
CGS
3/24/2014 10:41:03 AM
Who Answers When Customers Call Your Contact Center?

For basic customer service requirements, the at home agent model can sometimes be appropriate and very successful. But it is not a one size fits all solution - and this is especially true when you factor in privacy and compliance concerns when agents handle sensitive customer information or when the nature of the call is technical or specialized.

The objectives of this whitepaper are to shed light on the true history of the "out-house model." We will discuss the differences between in-house and out-house agents, and the pros and cons of each model.

You will learn:
- The history of the out-house approach
- If the at-home customer support model is right for your business
- Details on the good, bad and ugly results of leveraging out-house agents
- What questions to ask a provider about the out-house model
Fleet and Asset Management: Transforming Logistics with Machine-to-Machine Communications
Vodafone
3/21/2014 5:02:26 PM
M2M has already had a massive impact in the global transportation sector. It's becoming a mainstay of transport operations where freight needs to be delivered rapidly and safely. It's helping logistics companies manage global fleets to ensure that consignments arrive in optimum condition. M2M has taken tracking to a new and much more sophisticated level, creating new possibilities for companies wishing to track freight and vehicles.
Manufacturing Industry Brochure
Vodafone
3/21/2014 4:54:09 PM
M2M technology can save you time and money while transforming the way you run your business - from design through to post-production. M2M solutions provide you with real-time data to help you optimize each stage of your product lifecycle - enabling you to drive down costs and serve your customers better. Find out how manufacturers are already using our M2M solutions to improve processes, cut costs, and offer a better service to their customers.
Connected Revolution
Vodafone
3/21/2014 4:36:32 PM
With competitive pressures intensifying and the pace of innovation accelerating, recognizing key trends, understanding their implications and, where appropriate, responding decisively is essential to remain successful.

This paper describes our thinking relating to understanding the impact of the connected revolution. If you are interested in topics such as the growth of the Internet of things and machine-to-machine (M2M), the opportunity it represents for businesses and the requirements for success, then you will find this of interest.
Optimizing the Communications Architecture: Calculating SIP Bandwidth with Infortel Select Reporting
ISI
3/4/2014 11:59:22 AM
In the past, well worn methods of traffic engineering were used to plan voice networks. Calculations such as Erlang B and Erlang C ruled the day. Since T1's were used, companies typically added circuits in blocks of 24. SIP changes all this. The key metric of SIP traffic engineering is the number of concurrent calls needed. This not only equates to the way the service providers bill for PSTN SIP circuits, it relates directly to bandwidth required.

To properly engineer the network at each phase of the deployment, you need to calculate the number of concurrent voice channels needed. These calculations must be made for both on-net and PSTN calling. Many companies simplify this by guessing. For example, if a location had four POTS lines, they simply assume they will need four SIP circuits from their service provider. This can be a costly mistake.
How to Select a Workforce Management Solution for your Call center
Monet Software
3/3/2014 4:04:46 PM
Every call center has different workforce management needs. Size, structure, industry, type of calls and many other factors determine your unique requirements. This whitepaper provides some guidelines and key questions you should consider when selecting workforce management software for your call center. This will ensure you find the right solution for your contact center and get the most out of it.
Opengear Enhances Your Cisco Out-of-Band Management
Opengear
3/3/2014 3:56:48 PM
Opengear can help you create a comprehensive Out-Of-Band management solution for your supervisor modules by creating a highly secure and isolated management network using two Opengear IM4216-34 console servers. These units support both serial and Ethernet connections and can create a separate and secure management network. These units also help restore and upgrade IOS images using their built-in TFTP servers and 16GB of internal flash. All serial and IP access can be controlled thru access lists and firewall rules.
Aligning People and Technology to Create an Effective Voice Self-Service Channel
VoltDelta
2/28/2014 3:29:17 PM
It takes more than a vision to create an effective interactive voice response self-service solution in a contact center. There are many factors that contribute to the goal of achieving high self service completion rates along with improved customer satisfaction with this communication channel.

This case study explores two organizations that needed customer self-servicing solutions that would decrease contact center agent call volume. By implementing VoltDelta these organizations were able to improve their self-servicing rates, customer satisfaction, and provide agents with more time to deal with complex issues.

Download the white paper now.
Voice of Your Customers - Listening is only part of the story
JD Power
2/27/2014 12:12:59 PM
A world-class voice of the customer (VOC) research program is important to all business centers, particularly contact centers. More than just a survey, a VOC program provides your organization with critical insights, analytical tools and the appropriate context by which to determine the value of the information collected. Asking questions that truly define and explore the entire customer experience, in timely fashion, can help your contact center to address and improve customer focused efforts. Download this white paper to learn how you can improve your VOC programs and see measurable results.
WebRTC Outlook 2014 Report
TMC
2/27/2014 9:58:50 AM
The WebRTC Outlook 2014 report is based on a survey conducted by WebRTC World in late December 2013. The focus of the survey was to provide feedback to and from the WebRTC community as to how WebRTC would be adopted, how it will be implemented and used and how it will change markets in 2014. The survey was sent to a broad WebRTC user community and over 100 respondents completed the survey. This is the best view of how the WebRTC community views 2104 for WebRTC adoption and use.

The survey had 13 questions, of which eight were multiple choice categories and five were open-ended. The survey was structured to get both defined results and open the responses to a variety of views. In the report, the survey and responses have been organized into five categories:

• Trends in WebRTC - This section identifies trends and general outlook for 2014.
• User Adoption - This section looks at the outlook for user adoption of WebRTC through 2014.
• Industry Adoption and Impact - This looks both at which industries will adopt WebRTC first and where the greatest impact and disruption will be.
• WebRTC Plans – This provides insight into plans by the respondents to use WebRTC in their business in 2014.
• Barriers - What are the barriers to WebRTC in 2014?
Social Media Engagement for Superior Customer Service
CGS
2/24/2014 6:04:27 PM
As technology becomes part of the fabric of our lives, more and more customers use social channels to answer their questions. They engage with communities to resolve problems or address issues before they contact a call center. Social channels are not only easier to use for the consumer, they can also be less expensive and more effective than a traditional call center.

This whitepaper will provide you with recommendations on how to devise a comprehensive social media support strategy.

You will learn:
- How social media is actually a way to enhance customer service by giving the consumer an additional medium of communication
- How social media works with contact centers
- The ways call centers can use social media to engage with customers in a way that fits their lifestyles
- How social media gives customers a chance to interact with companies and gain the latest information as part of a larger community
Ensuring Your Brand is at the Forefront of a BPO Relationship
CGS
2/24/2014 6:02:44 PM
Far too often, BPO providers invest more in their own brand than in the brands of their customers. What they don't seem to realize is that equal, and often greater benefits can be achieved when they make that same investment in their customer's brands.

This whitepaper will provide you with recommendations on how to effectively align your brand with that of your outsourcer's and the steps you should take to ensure your vendor fully supports and embraces your brand.

You will learn:
- Why brand identification is important and how to maximize it
- How to assess your outsourced partner's brand loyalty
- The proper steps to extend your brand's culture
- Expected benefits
Avoiding Cloud Security Audit Pitfalls
INetU
2/19/2014 4:19:35 PM
The key to inexpensive and uneventful audits is advanced preparation. As SaaS providers and enterprises start preparing for audits that involve cloud environments, they would do well to learn from the mistakes of others. Cloud audits often involve participation from third parties such as hosting providers in order to provide verification of compliance. Unfortunately, it can be easy to bungle the relationship management between the audited entity, the auditor and the third party. INetU often witnesses some clients make simple mistakes in how they manage the workflow between all parties that inevitably costs the client in terms of extended and even failed audits. Our experts have identified some of the most common pitfalls here and offered some tips on how to avoid them.
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