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Best Practices in the Call Center: A Customer Touch-Point Methodology

by Oracle Corporation

January 26, 2009 - (Free Research) One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions.

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Mosaic Technology trims sales cycle by up to 50% and converts 20% of leads into sales with Dell PartnerDirect program

by Dell, Inc. and Intel

May 01, 2009 - (Free Research) Mosaic Technology sought to partner with a larger company to obtain sales, marketing and technical support, thereby extending its reach into the server and storage virtualization market.

(CASE STUDY)

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Converging Voice and IT Networks to Mobilize the Enterprise

by Hewlett-Packard Company

September 01, 2009 - (Free Research) Because employees on the move require consistent access to people and data, enterprises have invested heavily in communications. HP and Ericsson have combined their strengths to provide an innovative, standards-based framework to unify and consolidate all the elements of an enterprise communications infrastructure.

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