Zero Contact Resolution: How to Keep Customers and Build Great Brands

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Technology White Papers & Case Studies for the Enterprise Market
Executive White Papers & Case Studies Newsletter	June 23, 2007    Vol. 1, No. 147
TOP WHITE PAPERS & CASE STUDIES THIS WEEK   Zero Contact Resolution: How to Keep Customers and Build Great Brands RightNow Technologies For years, contact centers have used first contact resolution (FCR) rates to measure their performance. While FCR rates remain a useful metric for assessing how well contact centers handle incoming requests from customers, they do not provide an accurate view of how well your company is treating your customers. In fact, they may even be misleading. Read more The Top 5 Reasons for an Enterprise SOA Platform JustSystems Accessing more real-time intelligence can give your company the flexibility and agility to win in the marketplace. However, multiple and disparate data systems, lengthy integration cycles, and isolated business processes may well be standing in your way. The question then becomes "What kind of IT platform is going to give me the kind of information I really need to have?" Read more What SMBs Should Know About Deploying a Hosted PBX Phone Solution Vocalocity Hosted private branch exchange (PBX) phone solutions are changing how small and medium-sized businesses (SMBs) serve their customers, grow their business, and support their employees. Delivering the professional phone system capabilities large businesses use at a lower cost, hosted PBX is helping SMBs save money while putting their customer services on a par with much larger organizations. Read more Why Employee Performance Management Technology Matters to CEOs Halogen Software While the board has no business telling management which employee performance management (EPM) system to use, they do have the right to ensure an effective system is in place. EPM is one of the central tools for directing and monitoring activities right across an organization. Employing this system will ensure that any goals set out by management are clearly visible to everyone up the chain of command—including the CEO. Read more Automating Leads to Sales: Stop Tracking Dead Leads Entellium Marketing departments are constantly being squeezed to drive a higher quantity—and quality—of leads. "Stop tracking dead leads," your boss keeps saying. But how can you consistently follow high-quality leads and drive them through the pipeline? An automated lead management solution may be for you. In fact, over 66 percent of companies using an automated solution have seen increases in lead-to-sale conversion rates. Read more Protecting HTTP Traffic: Why Web Filtering Should Be Your First Line of Defense Secure Computing Corporation Organizations are exposed to growing threats when employees browse the Internet. Unrestricted, such browsing opens doors that allow viruses, Trojans, spyware, and other malware into your network that will very likely decrease productivity, cause network disruptions, and even steal vital proprietary information. To deal with the increasing sophistication of today's security threats, Web filtering may well be the best approach. Read more
MOST POPULAR   Voice over IP Reliability ShoreTel, Inc. 6 Steps for Linking Corporate Strategy to the Budget Infor 10 Ways to Start a SharePoint Project the Right Way Optimus BT more...
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