WHITE PAPER:   Posted: 15 Dec 2008 | Published: 15 Dec 2008
This white paper offers insights into why CRM has fallen short in serving customers-and it shows how to start getting CRM right.
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PODCAST:   Posted: 10 Dec 2008 | Premiered: 09 Dec 2008
Listen to Martha's podcast for best practices on building customer profitability through CSRs and tips for treating each customer as an individual.
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WEBCAST:   Posted: 29 Oct 2008 | Premiered: Available On Demand
Attend this webcast to learn how with Inbound and Outbound Interactive Voice Response (IVR) solutions, Angel.com combines the power of the telephone, your data and the web to generate information-driven communications and transactions.
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WEBCAST:   Posted: 20 Oct 2008 | Premiered: Available On Demand
In this webcast Stephen Powers and Eben Miller explains five considerations to keep in mind when choosing a web content management solution.
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WHITE PAPER:   Posted: 08 Oct 2008 | Published: 08 Oct 2008
VoC is an approach that can guide enterprises in meeting the spectrum of sales, marketing, customer support, brand and reputation management, product service design, and quality demands.
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EDITORIAL RESOURCE GUIDE:   Posted: 08 Sep 2008 | Published: 08 Sep 2008
This E-book from SearchCRM.com explores best practices and strategies for using real-time information in the call center.
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WHITE PAPER:   Posted: 14 Aug 2008 | Published: 14 Aug 2008
This whitepaper examines the 10 most important considerations associated with CRM selection and discusses how both on-demand and on-premise deployments impact upon them.
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WHITE PAPER:   Posted: 11 Jul 2008 | Published: 01 Oct 2006
This whitepaper examines the value of call monitoring and call archiving. It introduces a robust new call monitoring, recording and archiving solution ECHO.
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DATA SHEET:   Posted: 11 Jul 2008 | Published: 01 Jul 2008
ECHO™ provides the vehicle for focused customer experience management through real-time call monitoring and agent performance evaluations.
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WHITE PAPER:   Posted: 11 Jul 2008 | Published: 01 Jul 2007
Read this paper to learn how Teleformix's ECHO™ digital recording solution integrates seamlessly with Avaya's telephony systems, providing your company with a crucial customer service tool - quality assurance recording.
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WHITE PAPER:   Posted: 02 Jun 2008 | Published: 01 Mar 2008
Avaya Intelligent Customer Routing improves customer service and acts as the bridge between the past and the future while addressing key management and IT needs by providing a more flexible and adaptable architecture.
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PODCAST:   Posted: 05 May 2008 | Premiered: 05 May 2008, 09:00 EDT (13:00 GMT)
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.
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CASE STUDY:   Posted: 04 Sep 2007 | Published: 01 Jul 2006
Nationwide needed an IT system that could support customer care across its customer-facing channels, including call centers, branches and Internet. Read this case study and see how Nationwide maximized the value of its customer interactions.
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JOURNAL ARTICLE:   Posted: 06 Dec 2006 | Published: 01 Dec 2006
The gym called 24 Hour Fitness Lakeshore Towers in Irvine, Calif., looks more like a resort than the dank, dark facilities of yesteryear.
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SOFTWARE DEMO:   Posted: 12 Oct 2006 | Published: 01 Oct 2006
WebEx Support Center resolves remote support issues for Technical Support Representatives and IT Help Desks - increasing productivity, reducing support costs, and increasing customer satisfaction.
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