CASE STUDY - In this case study Children's Memorial Hospital engaged ABS to provide consulting services. Learn how ABS optimized the hospital's help desk support system, and cut the figures for monthly average abandoned calls and open tickets in half.
Posted: July 28, 2008 | Published: July 25, 2008


Topics:  Call Center Management | Call Center Services | Call Centers | Customer Service | Help Desk Management | ITIL | Medical Records Management | Medical Software | Metrics | Workflow Software

WHITE PAPER - ECHO digital recording solution brings a whole host of advantages, including dispute resolution, liability management, evaluation support, and more.
Posted: July 11, 2008 | Published: October 1, 2006


Topics:  Call Centers | Customer Data Management | Customer Interaction Services | Customer Service | Health Care Industry | Insurance Industry | Marketing

WHITE PAPER - IT organizations are under pressure to reduce the cost of IT and to use IT to reduce the operating costs of the enterprise. This report compiles a list of common IT-related budget-cutting ideas with links to specific research currently available.
Posted: July 1, 2008 | Published: March 5, 2008


Topics:  Application Development | Call Centers | Cost Benefit Analysis | Data Management | Enterprise Content Management | Project Management | TCO

CASE STUDY - Service organizations are becoming increasingly aware of the need to automate their field service operations, which includes the introduction of scheduling, route optimization, and mobile technology.
Posted: June 25, 2008 | Published: June 1, 2008


Topics:  Business Process Automation | Call Centers | Customer Service | Productivity | Professional Services Automation Software | Security | SLA

CASE STUDY - In its quest to fully leverage the new technologies, Constellation energy realized it needed to integrate them to one another, as well as integrate them with other business processes and applications.
Posted: June 16, 2008 | Published: February 1, 2007


Topics:  Business Processes | Call Centers | Customer Service | SOA

WHITE PAPER - To achieve the necessary continuity in a post-merger environment, HR must synchronize many processes, data sources, and other moving parts in a compressed timeframe--all while maintaining existing service levels for all employees.
Posted: June 9, 2008 | Published: January 1, 2007


Topics:  Benefits | Business Process Management | Call Centers | Databases | Human Resources Services | Human Resources Software | Mergers and Acquisitions | Vendors

WHITE PAPER - In this E-Guide, get an overview of the retail industry from the focal points of tying it to security, business intelligence, mobility and call centers.
Posted: June 6, 2008 | Published: August 1, 2008


Topics:  Business Intelligence | Call Center Software | Call Centers | Networking Hardware | POS | Remote Network Management | Retail Trade Industry | Risk Management

WHITE PAPER - This white paper is intended to give you a sense of what these new proactive management technologies can do for you, and to help you establish criteria for evaluating products in this arena.
Posted: June 3, 2008 | Published: January 1, 2006


Topics:  Call Center Management | Call Center Software | Call Centers | Contact Center Management | Contact Center Software | Contact Centers | Predictive Performance Management | Real-time Analytical Software | ROI | User Experience

WHITE PAPER - Explore a three-part guide to identifying the potential presented by Internet Protocol (IP), building a business case for migration to IP and ultimately designing and implementing an IP infrastructure.
Posted: May 20, 2008 | Published: March 1, 2007


Topics:  Call Center Software | Call Centers | Contact Center Management | Contact Center Software | Customer Satisfaction | IP Contact Centers | Network Configuration Management Software | Network Infrastructure | Network Security | Software Implementation

WHITE PAPER - In this paper, Tim Montgomery, a highly regarded industry consultant, speaker and author explores new ideas on ways every call center can keep up with new customer demands.
Posted: May 20, 2008 | Published: May 19, 2008


Topics:  Call Center Management | Call Centers | Contact Center Management | Contact Management Software | CRM | Workforce

CASE STUDY - The company wanted to meet a goal of answering 92% of all customer calls before abandonment, without adding staff.
Posted: May 19, 2008 | Published: May 1, 2008


Topics:  Call Center Management | Call Center Software | Call Centers | Contact Center Workforce Management Software | Contact Management | CTI (Computer Telephony Integration) | Data Services | GPRS | Human Resource Systems | Interactive Voice Response | IVR | ROI | Workforce Management Software

PODCAST - From this 15-minute podcast, you'll walk away with ideas about how real-time analytics can enhance call center performance and how to execute on a real-time strategy in your call center.
Posted: May 5, 2008 | Premiered: May 5, 2008


Topics:  Call Center Management | Call Center Software | Call Centers | Contact Center Management | Contact Center Software | Contact Centers | CRM Analytics | Customer Interaction Services | Customer Satisfaction | Performance Testing | Real-time Analytical Software | Sales

SOFTWARE LISTING - ExtraView Defect Tracker provides controlled access screens where customers and partners may enter problem reports and enhancement requests over the Web.
Posted: March 10, 2008 | Published: January 1, 2006


Topics:  Call Centers | Manufacturing Industry

SOFTWARE LISTING - ExtraView Customer Support provides controlled access screens where customers and partners may enter problem reports and enhancement requests over the Web.
Posted: March 10, 2008 | Published: January 1, 2006


Topics:  Call Centers

SOFTWARE LISTING - IFS Applications offer business solutions that can be configured to meet the needs of rapidly changing industries facing challenges in an international marketplace.
Posted: February 11, 2008 | Published: February 7, 2007


Topics:  Call Centers | Document Management | Project Management | Sales