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Published By: TARGUSinfo.     Published Date: Jul 31, 2008
Consumers contact you through a growing number of channels. With this Yankee Group study, you'll learn how predictive analytics can help you instantly identify your best customers and prospects, match them to the best agents and give them more personalized attention - thus maximizing customer acquisition and cross-sell opportunities.
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targusinfo, targus info, customer, analytics, customer behavior, behavior, customer insight, feedback
    
TARGUSinfo.
Published By: BzzAgent     Published Date: Dec 22, 2010
Learn the truth about measuring the sales impact and ROI of social media
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social media, measurement, roi, word of mouth, social marketing
    
BzzAgent
Published By: Dell     Published Date: Nov 09, 2012
Learn how to enable Microsoft® Hyper-V virtualization role and hardware events log in Windows Server 2012 for Dell PowerEdge servers. Discover how you can view basic hardware information about your system easily without installing any software agents.
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hyper v, microsoft hyper v, windows server 2012, dell power edge
    
Dell
Published By: Symantec     Published Date: Jul 29, 2013
Backup and recovery has never been a higher priority for IT organizations than it is right now. But when it comes to Virtual Machine (VM) backup and recovery, the landscape has never been more confusing. Download this white paper and learn about the advantages of backup agents, agentless backup and agent-assisted backup so that you can decide for yourself and truly determine the best approach for your organization. We help you weigh in the pros and cons of each method.
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architect, deduplication, virtual machines, symantec, enterprise, technology, server, virtualization
    
Symantec
Published By: Genesys     Published Date: Jun 11, 2013
Your new all-in-one contact center should include all of the tools needed to support efficient and effective customer service. Great contact center solutions allow you to do more with less; less IT time to deploy and monitor; less agent time to answer and resolve customer requests; and less administrator frustration as they try to adjust resources to meet operational demand.
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contact centers, customer service, solution, technical, technology, drive business, voice, strategy
    
Genesys
Published By: Five9     Published Date: Jan 29, 2013
Get the contact center infrastructure that will do the very most for your organization, at the best price, by following this timely roadmap.
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contact center, call center, infrastructure, rfi, rfp, call center, contact center, cloud
    
Five9
Published By: Five9     Published Date: Jan 30, 2013
In this report, we’ll examine the strategy of migrating from premises- to cloud-based contact center software solutions—why it makes sense for some organizations, what to consider, and how a few real-world migration efforts have fared.
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call center, contact center, cloud, saas, ivr, customer service. voip, cloud-based, agents
    
Five9
Published By: ExtraHop     Published Date: Jul 25, 2013
Murphy USA has nearly 1,200 stores, and more than 700 of them share a 10Mbps VSAT link. So when something goes wrong with Murphy USA applications, it’s the Network team that answers the phone. Read the case study to learn how Murphy USA was able to understand what applications were doing over the network.
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case study, best practices, applications, network, technology
    
ExtraHop
Published By: Cisco     Published Date: Feb 23, 2016
Businesses must become agile and provide differentiated service as customer demands and expectations change. Moving beyond simple phone transactions, customers are taking matters into their own hands and turning to their peers, the web and social media to find answers. Contact centers play a major role in determining the customer’s perception of a company. Often seen as brand ambassadors, agents are the main interaction point for customers. It is therefore critical that they deliver personalized communications in the channels that customers prefer. Businesses should use cloud technology to add multichannel tools and support growing demand for chat, social, SMS and video
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cloud computing, cisco, contact center, best practices, cloud network
    
Cisco
Published By: Dun & Bradstreet     Published Date: May 10, 2016
Vendors' positions in this Magic Quadrant reflect the growing demand for cloud-based customer service applications to support agents who engage with customers through multiple channels. Learn how the Lithium Platform can help develop a support community, customer engagement on the cloud, and provide multi-channel customer analytics tools.
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Dun & Bradstreet
Published By: Tyco Integrated Security     Published Date: Sep 10, 2015
The digital age has driven a rapid transformation of the IT role. No longer an order-taker, IT must now become a game-changer for the organization, according to new research gyro conducted addressing the perceptions, expectations and future priorities of IT. For IT to become a true change agent and business consultant, it must embrace its “human side” and show its relevance to business operations’ and leaders’ success. For many IT groups, this requires a change in culture and an updated mindset about the department’s ultimate purpose and focus, along with improvements in interdepartmental communication.
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Tyco Integrated Security
Published By: Pega     Published Date: Jun 21, 2016
IT leaders working on customer service projects must display an incredible amount of diligence. An organization’s CRM system has become its lifeline to customers, but as customer needs evolve so has the requirements of CRM. According to Gartner, today’s CRM solution must include a laundry list of capabilities outside its traditional core functionality including: native mobile support of the vendor's customer service and support business applications; real-time analytics; industry-specific functionality and workflow; context mining of voice and text; scalable cloud-based systems; social media engagement; suggested next agent action; multimodal capabilities, such as chat within mobile self-service; and even co-browsing. Gartner surveyed the CRM field and evaluated each vendor including Pegasystems.
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Pega
Published By: BlackLine     Published Date: Apr 10, 2017
For many, the idea of Robotic Process Automation (RPA) might conjure images of large automated assembly line welders and pickers. But RPA actually refers to software robots, or applications that replicate human interaction with a user interface on a computer system. Download now to learn more!
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BlackLine
Published By: IBM     Published Date: Aug 09, 2016
Download this white paper to learn: - How you can scale the expertise of your best agent using cognitive technology - The 5-step process behind how Watson Engagement Advisor works - What you can do to improve customer engagement
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ibm, watson, customer engagement, customer experience, cognitive computing, watson engagement advisor, millennials
    
IBM
Published By: Genesys     Published Date: Jul 13, 2018
When building artificial intelligence (AI) into your business strategy, it’s easy to become distracted by all the new technologies on the market—each one promising a better customer experience. Make decisions based on facts, not misconceptions. When you evaluate AI technologies, consider these facts: • Bots working with human agents enables a seamless customer journey • Automated self-service costs as little as 20 cents per interaction • A single platform makes it easier to deliver personalized, proactive and predictive experiences See how AI connects customer conversations in this new analyst guide, 2017 ContactBabel Inner Circle Guide to Self-Services.
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Genesys
Published By: Genesys     Published Date: Jul 13, 2018
Routing is a fundamental component of your customer experience strategy. True omnichannel routing breaks down channel silos and gathers intelligence upfront through context and data to deliver the personalized, seamless engagement your customers now expect. Learn how you can move beyond single interactions with true omnichannel routing: • Dynamically match customers from any touchpoint, over any channel, to the agent with the optimal insights, skill set and proficiency • Enable seamless transitions between digital self-service and live employee contact • Replace single, random interactions with thoughtfully designed and optimized customer journeys
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Genesys
Published By: Genesys     Published Date: Jul 13, 2018
Artificial Intelligence (AI) is staggering in its speed of handling simple requests and automating conversations. But AI solutions are not enough for the best customer experiences. Human emotions sometimes demand the human touch that only live agents can provide. Kate, Customer Experience AI by Genesys, combined with the power of human touch can improve customer experience, empower employees and dramatically reduce costs. This seamless combination of AI technology and humans, or “Blended AI by Genesys,” addresses the entire customer journey for the best possible outcomes. Download the eBook and learn how Kate and Blended AI lets you: • Personalize self-service • Connect customer conversations • Create smart agent experiences • Start small and deploy fast with MicroApps
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Genesys
Published By: Genesys     Published Date: Jul 13, 2018
Artificial intelligence (AI) can’t replicate the human touch, but it can ease your agents’ burden by handling many simple, repetitive requests. A new Forrester Consulting paper offers a look at the strengths and weaknesses of both AI and humans independently, yet how blending them together can give your customers the seamless end-to-end experience they expect. See how enterprises around the world use AI to improve customer service and uncover new revenue streams, the challenges they overcame, and why a blended solution with live agents makes sense. Download the paper to learn three key recommendations on using AI to improve agent productivity, agent satisfaction, and customer satisfaction.
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Genesys
Published By: Evariant     Published Date: Apr 09, 2018
If you're going to commit to providing the highest quality care to patients, improving the customer experience and providing proactive service that builds lifetime relationships with patients is a requirement. By creating a comprehensive 360 view of the caller, agents are armed with the right context and talking points to provide a highly personalized, more informed experiences on-the-fly. Watch this presentation to capitalize on every customer interaction to build deeper, more personalized relationships with their prospects and existing patients, effectively transforming the call center into a profit center. Watch the presentation now.
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patient experience, call center, improved care continuum, access center, customer experience, patient journey
    
Evariant
Published By: Evariant     Published Date: Jul 02, 2018
When call center agents don’t have access to an EMR, consumer demographic, sociological and other data, nor an understanding of marketing campaigns, agents are inefficient, reactive and unable to personalize interactions with patients and consumers. The disjointed call center experience harms the health system’s ability to find, guide, and keep patients for life. The call center is often the first touch for many prospective healthcare customers, and Scripps Health recognized these challenges. They made the pivot from call center as cost center to strategic lynch pin in their patient experience strategy. Call center agents are now delivering a world-class patient experience as they provide physician referrals, take class registrations, and serve as a clearing house for general information . An added bonus of the shift is they can now integrate outbound calling into campaign efforts, and measure the full impact of marketing efforts and strengthen marketing’s ROI. Get your free copy of
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call center, conversions, health, proactive
    
Evariant
Published By: 8x8 Inc.     Published Date: Nov 17, 2016
Effective quality management lets you improve the performance of contact center agents—and deliver the customer experience your business expects. The ICMI Tool Kit: Quality Management in the Contact Center provides valuable tips you can apply to start improving your contact center operations today. Developed by International Customer Management Institute (ICMI), a leader in contact center training and consulting, the tool kit lays out the foundations of an effective quality management program and offers a step-by-step approach to creating an effective program. Then it provides details to help you: • Perform effective coaching using the SAFE coaching framework • Calculate the ROI of your training and coaching investments • Developing a peer mentor program
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8x8 Inc.
Published By: Oracle APAC ZO OD Prime Volume ERP ABM Leads June 2017     Published Date: Jul 11, 2017
Customers hate waiting for engineers to show up. The hours drift by. Clocks tick slower. They may have taken the day off work, but feel unable to start anything productive in case the doorbell rings. Fury builds. They call the contact centre – they’re told to keep waiting. It’s unacceptable. And in the 21st Century totally unnecessary. Solutions exist to provide customers with an accurate forecast of when field service agents will arrive and how long the job will take.
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scheduling accuracy, jobs completed per day, customer satisfaction, skills, habits, driving style, qualifications
    
Oracle APAC ZO OD Prime Volume ERP ABM Leads June 2017
Published By: Oracle APAC ZO OD Prime Volume HCM ABM Leads June 2017     Published Date: Jul 11, 2017
Customers hate waiting for engineers to show up. The hours drift by. Clocks tick slower. They may have taken the day off work, but feel unable to start anything productive in case the doorbell rings. Fury builds. They call the contact centre – they’re told to keep waiting. It’s unacceptable. And in the 21st Century totally unnecessary. Solutions exist to provide customers with an accurate forecast of when field service agents will arrive and how long the job will take.
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scheduling accuracy, jobs completed per day, customer satisfaction, skills, habits, driving style, qualifications
    
Oracle APAC ZO OD Prime Volume HCM ABM Leads June 2017
Published By: Oracle APAC ZO OD Prime Volume SCM ABM Leads June 2017     Published Date: Jul 11, 2017
Customers hate waiting for engineers to show up. The hours drift by. Clocks tick slower. They may have taken the day off work, but feel unable to start anything productive in case the doorbell rings. Fury builds. They call the contact centre – they’re told to keep waiting. It’s unacceptable. And in the 21st Century totally unnecessary. Solutions exist to provide customers with an accurate forecast of when field service agents will arrive and how long the job will take.
Tags : 
scheduling accuracy, jobs completed per day, customer satisfaction, skills, habits, driving style, qualifications
    
Oracle APAC ZO OD Prime Volume SCM ABM Leads June 2017
Published By: CA Technologies EMEA     Published Date: Oct 19, 2017
L’économie des applications oblige les entreprises à se transformer. Pour saisir de nouvelles opportunités de croissance, elles s’ouvrent sur l’extérieur et partagent des données et applications sélectionnées avec des développeurs, des partenaires, des appareils mobiles, le Cloud et l’Internet des objets. Cette transformation contribue à redonner de la valeur aux données héritées : dans l’économie des applications, une organisation qui parvient à exploiter ces données d’une nouvelle manière pourra faire émerger de nouvelles opportunités de revenus.
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api, application programming interface, psd2, open banking, json, github, api gateway, apim
    
CA Technologies EMEA
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