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	Presentation Transcript: Home Is Where the Money Is sponsored by inContact PRESENTATION TRANSCRIPT - Running a lucrative call center that provides value to its customers is no easy task. But with emerging SaaS technology, more and more call centers are considering a less expensive and lower maintenance at-home workforce. This transcript reveals the real cost of absenteeism and provides call center management best practices that boost growth. Posted: March 9, 2010 \| Published: March 9, 2010 Topics: Automatic Call Distribution Systems \| Call Center Management \| Call Center Services \| Call Centers \| Contact Center Management \| Contact Center Workforce Management \| Contact Centers \| CRM \| CRM Best Practices \| Workforce Planning

	Making the Most of Mobile CRM: How to Effectively Leverage the Technology sponsored by Citrix PODCAST - In this expert podcast, Sheryl Kingstone, director of enterprise research for the Yankee Group, shares best practices for mobile CRM deployments, touching upon BlackBerry and iPhone, and focuses on customer-centric strategies involving mobile CRM. Posted: February 23, 2010 \| Premiered: February 23, 2010 Topics: Application Development and Integration Services \| Best Practices \| CRM \| CRM Best Practices \| Field Force Automation \| Handheld Devices \| Mobile CRM \| Mobile Device Management \| Mobile Middleware \| Mobile Workers \| Sales Force Automation \| Smart Phones

	Frost and Sullivan: Customer Experience Management: A Business Imperative beyond a Technology Solution sponsored by Hewlett-Packard Company WHITE PAPER - In this white paper, Frost & Sullivan, a global consulting and research firm, shares real-world insights from its latest comprehensive study of the value of CEM, including operator strategies driving adoption, best practices and KPIs, and a glimpse into the future of CEM. Posted: February 22, 2010 \| Published: February 22, 2010 Topics: CRM \| CRM Best Practices \| CRM Software \| Customer Data Integration \| Customer Data Management \| Customer Satisfaction

	Expert strategies for making the most out of customer interactions sponsored by ColdSpark, Inc. PODCAST - In this podcast, learn ways to improve customer interactions and customer relations, get tips for learning more about your customers and find out the best ways to improve an organization's overall plan on customer feedback and interaction. Posted: February 19, 2010 \| Premiered: February 19, 2010 Topics: Blogs \| Collaboration \| Contact Centers \| CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Service \| Field Force Automation \| Marketing \| Sales Force Automation \| Social Computing \| Social Networking \| Virtual Communities

	5 Web Self-Service Pitfalls: What Every Contact Center Manager Must Know sponsored by eGain Communications Corp. WHITE PAPER - This paper discusses and analyzes 5 myths frequently encountered in the context of self-service strategies and implementations, and offers proven industry best practices to counter them. This paper will be a valuable resource for you as you develop, implement, and refine your customer self-service strategy. Posted: February 17, 2010 \| Published: February 17, 2010 Topics: Business Process Management \| Contact Center Management \| Contact Centers \| CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Self-Service \| Customer Service \| Customer Service Best Practices

	7 Habits of Highly Effective Contact Centers and Help Desks sponsored by eGain Communications Corp. WHITE PAPER - In this paper, we discuss seven traits of successful contact centers and help desks, backed by stories and tips from our customers - some of the world’s most innovative customer service and support organizations. Read on to learn more about the seven habits that could set your contact center or help desk on the path to success and growth. Posted: February 17, 2010 \| Published: February 17, 2010 Topics: Business Process Management \| Contact Center Management \| Contact Centers \| CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Service \| Customer Service Best Practices \| Help Desk Management \| Help Desks

	7 Contact Center Megatrends and How to Ride them: The Contact Center Executive’s Guide to Career Success in Turbulent Times sponsored by eGain Communications Corp. WHITE PAPER - Megatrends are not fads; they won’t go away after a while. The trick is to embrace change and stay ahead of these trends instead of getting swept away. This paper discusses what the seven megatrends of transforming contact centers today. Read on to learn more about these trends and learn some proven ways of how to benefit from them. Posted: February 17, 2010 \| Published: February 17, 2010 Topics: Business Process Management \| Contact Center Management \| Contact Centers \| CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Service \| Customer Service Best Practices \| Knowledge Management

	7 Habits of Highly Green Customer Service Contact Centers sponsored by eGain Communications Corp. WHITE PAPER - This paper explores seven innovations and best practices for "green customer service" that are being adopted by best-of-breed contact centers. It does not cover known green practices in infrastructure areas such as power consumption or virtualization, but focuses on processes for greening complex customer service interactions. Posted: February 17, 2010 \| Published: February 17, 2010 Topics: Business Process Management \| Business Processes \| Contact Center Management \| Contact Centers \| CRM \| CRM Best Practices \| Customer Service \| Customer Service Best Practices \| VoIP

	Measuring Call Center Key Performance Indicators To Optimize Cost, Quality sponsored by Contactual, Inc. PODCAST - In a recent interview, SearchCRM.com spoke with Eric Zbikowski, co-founder and managing partner at MetricNet, LLC, a provider of performance metrics and scorecards for corporations worldwide to learn tips for measuring call center KPIs without sacrificing call quality. Posted: February 15, 2010 \| Premiered: February 15, 2010 Topics: Call Center Management \| Call Center Services \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Workforce Management Software \| Contact Centers \| CRM \| CRM Best Practices \| CRM Hosting \| VoIP

	Dispelling 6 Common Myths about On-demand Call Center Solutions sponsored by Contactual, Inc. WHITE PAPER - The inability of early prototypes of on-demand contact centers to deliver feasible solutions for contact center users only served to reinforce the superiority of on-premise solutions, creating a number of myths which today have no bearing at all. This paper presents the 6 myths of on-demand call center solutions and debunks them all. Posted: February 11, 2010 \| Published: February 11, 2010 Topics: Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Services \| Contact Center Software \| Contact Center Workforce Management \| Contact Center Workforce Management Software \| Contact Centers \| CRM \| CRM Best Practices \| Customer Interaction Services \| Workforce Management Software

	Oracle Business Brief: Keeping Hold of Your Customers, Especially in Tough Economic Conditions sponsored by Oracle Corporation ANALYST BRIEF - Oracle provides Customer Relationship Management and Enterprise Resource Planning applications, middleware and database software tailored to the customer retention needs of midsize organizations. This Oracle Business Brief explains how these solutions help you retain customers cost-effectively through optimized information and improved flexibility. Posted: February 11, 2010 \| Published: February 11, 2010 Topics: CRM \| CRM Analytics \| CRM Analytics Software \| CRM Best Practices \| Customer Data Integration \| Customer Data Management \| Enterprise Resource Management \| Middleware

	Oracle ONE - News for Midsize Organizations: Q4 sponsored by Oracle Corporation EBOOK - Many studies show it costs five times more to win a new customer than to retain an existing one. In this issue of ONE, we look at how the combination of insight and effective customer-facing processes can help you outshine your competitors and impress your customers enough to keep them with you. Posted: February 11, 2010 \| Published: February 11, 2010 Topics: CRM \| CRM Analytics \| CRM Analytics Software \| CRM Best Practices \| Customer Data Integration \| Customer Data Management \| Customer Data Management Software \| Customer Interaction Services \| Customer Retention \| Customer Service

	Presentation Transcript: Discover New Revenue Streams - Add Managed Hosting to your Managed Services sponsored by Verio PRESENTATION TRANSCRIPT - In this presentation transcript, join Zeus Kerravala, of the Yankee Group, and Janine Soika, a channel marketing leader from Verio, for a quick discussion that will jumpstart your monthly revenue. Posted: February 2, 2010 \| Published: February 2, 2010 Topics: Application Outsourcing \| Applications Management Services \| CRM \| CRM Best Practices \| IT Infrastructure \| IT Outsourcing Services \| IT Services \| Revenue Projections \| SMBs \| VARs

	Home Is Where The Money Is sponsored by inContact WEBCAST - Running a lucrative call center that provides value to its customers is no easy task. But with emerging SaaS technology, more and more call centers are considering a less expensive and lower maintenance at-home workforce. This webcast reveals the real cost of absenteeism and provides call center management best practices that boost company growth. Posted: January 29, 2010 \| Premiered: January 29, 2010 Topics: Call Center Management \| Call Centers \| Contact Center Workforce Management \| CRM \| CRM Best Practices \| Productivity \| Workforce Planning

	The Five Must-Have Capabilities for Unbeatable Customer Care sponsored by Pitney Bowes Business Insight WHITE PAPER - Today, firms in the communications industry must relook at how they deliver customer service in order to streamline operations, retain customers and drive business revenue. Read this paper to learn about five, practical, cost-effective opportunities that allow firms to meet market demand and achieve an impressive Return on Investment. Posted: January 15, 2010 \| Published: January 15, 2010 Topics: Communications Networks \| CRM \| CRM Best Practices \| CRM Software \| Middleware \| ROI \| Self-Service Applications Software \| SMS \| Telecommunications Industry \| Telecommunications Networks

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