agents

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Published By: Mitel     Published Date: Jun 29, 2016
Picture a contact centre. Did your brain conjure an image of a sea of low-walled cubicles with agents speaking into headsets? Until recently, that’s what most contact centres were—a single site where agents commute to the office and complete their work at a fixed location. Today, contact centre agents are not bound to the office; they can work just about anywhere: at home, in hired office space or even on the move from a mobile device. But that’s not the only benefit that mobility has on customer service. Here are five ways you can boost customer service levels using mobility.
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best practices, business optimization, business management, customer service, productivity, contact management
    
Mitel
Published By: Coveo     Published Date: Nov 13, 2013
This case study details how CA leverages its entire knowledge ecosystem, consisting of more than 70 different systems, to bring relevant content directly into the context of support agents and customers.
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enterprise search, advanced enterprise search, enterprise search solutions, customer service engagement, customer centricity
    
Coveo
Published By: ForeScout     Published Date: Mar 28, 2017
Miercom analysts review results of its tests verifying the ForeScout platform’s ability to quickly discover, classify and assess endpoints, including unmanaged BYOD and IoT devices—without agents—and apply network and host-based controls to enforce security policy and remediation.
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discover, classify, endpoints, miercom, byod, iot
    
ForeScout
Published By: Cisco     Published Date: Jul 11, 2016
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. Cloud solutions allow contact centers to gain access to new technology capabilities and channels on demand with the ability to scale up quickly. They offer the best technology innovation as well as the ability to scale agents up and down as business needs change. This whitepaper provides background on cloud contact centers, their advantages and the essential considerations for selecting a vendor.
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Cisco
Published By: InMage     Published Date: Feb 18, 2009
Business-critical data and applications must be available around the clock or serious business disruption could result.
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inmage, practical business protection, dr-scout, continuous data protection, cdp, encryption support, host-agents, control servers, data management
    
InMage
Published By: IBM     Published Date: Oct 17, 2013
In this Solution Spotlight, QA and test managers learn more about how they can be change agents to help ensure a smooth transition to Agile for their test teams, as well as tips on fitting testing into the development lifecycle.
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ibm, solution spotlight, test, test managers, agile, agile testing, development, development lifecycle, quality assurance, analysts, production, deployment, release, agile solution, business technology
    
IBM
Published By: Oracle     Published Date: Nov 13, 2013
Today customers look to engage with organizations through an increasing number of channels – and expect more from every customer service and support experience. A strategically implemented knowledge management initiative for both the contact center and Web self-service channels offers a powerful answer to this growing need to do more with less. However, a poorly implemented initiative can have a negative impact – increasing call and Web session time and frustrating both customers and agents alike. This eBook sets out 5 simple steps for optimizing customer service and support with an effective, best-practice-led knowledge management initiative.
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zenithoptimedia, oracle, knowledge management, transform customer service, oracle comprehensive solution, optimize customer service, contact center, web self-service environment, support experience, reduce service costs, competitive differentiation, strategically implemented knowdge, knowledge management initiative, web self-service goal, collaborative knowledge creation, enterprisewide, customer service deployment
    
Oracle
Published By: Cisco     Published Date: Dec 21, 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. Cloud solutions allow contact centers to gain access to new technology capabilities and channels on demand with the ability to scale up quickly. They offer the best technology innovation as well as the ability to scale agents up and down as business needs change. This whitepaper provides background on cloud contact cen
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Cisco
Published By: DocuSign     Published Date: Aug 09, 2016
With eSignature, agents, clients, and staff have all documents for any given transaction in one place. And they can sign those documents from any device, anywhere.
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esignature, docusign, sign, send, property professional
    
DocuSign
Published By: DocuSign     Published Date: Apr 24, 2018
A recent study revealed that more than 78 percent of clients expect a response from their agents in a single hour. Download this eBook to learn how to leverage the same on-demand technology they use, to close deals fast.
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DocuSign
Published By: Jive     Published Date: Apr 10, 2014
This report, by Aberdeen, both observes the way enterprise social collaboration (ESC) tools help companies empower their agents through connectivity and drive results and studies best practices in highly successful enterprise social collaboration program implementation.
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reachmail, enterprise social collaboration, customer service, connectivity, results, best practices
    
Jive
Published By: Jive     Published Date: Apr 10, 2014
This report, by Aberdeen, both observes the way enterprise social collaboration (ESC) tools help companies empower their agents through connectivity and drive results and studies best practices in highly successful enterprise social collaboration program implementation.
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reachmail, enterprise social collaboration, customer service, connectivity, results, best practices
    
Jive
Published By: Viavi Solutions     Published Date: Jan 06, 2014
Are Agents Necessary For Accurate Monitoring?
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network instruments, network performance, infrastructure health, tracking the network, it management
    
Viavi Solutions
Published By: Oracle     Published Date: Nov 01, 2013
Today customers look to engage with organizations through an increasing number of channels – and expect more from every customer service and support experience. A strategically implemented knowledge management initiative for both the contact center and Web self-service channels offers a powerful answer to this growing need to do more with less. However, a poorly implemented initiative can have a negative impact – increasing call and Web session time and frustrating both customers and agents alike. This eBook sets out 5 simple steps for optimizing customer service and support with an effective, best-practice-led knowledge management initiative.
Tags : 
zenithoptimedia, oracle, knowledge management, transform customer service, oracle comprehensive solution, optimize customer service, contact center, web self-service environment, support experience, reduce service costs, competitive differentiation, strategically implemented knowdge, knowledge management initiative, web self-service goal, collaborative knowledge creation, enterprisewide, customer service deployment
    
Oracle
Published By: DocuSign     Published Date: Mar 23, 2016
Learn how your agency can reduce costs for cumbersome paper processes, grow revenue, reduce E&O, and reduce incomplete forms.
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DocuSign
Published By: Oracle     Published Date: Mar 04, 2014
Empowering People, Powering Brands: Empower Your Agents
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oracle, crm, powering brands, empower, agents
    
Oracle
Published By: Oracle     Published Date: Apr 05, 2013
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. By tracking the interplay between these, you can more easily identify meaningful key performance indicators.
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contact center, oracle, call center, touch point methodology, face to face, contact center agents
    
Oracle
Published By: IndustryBrains     Published Date: Jan 16, 2007
Based on the principle that not all clicks are equal, IndustryBrains’ site-specific content targeting solution enables Direct Agents’ financial and technology direct marketing clients to reach the highest quality audience.
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industrybrains, pay per click
    
IndustryBrains
Published By: Aladdin     Published Date: Aug 21, 2009
The Spyware Neutralizer is a clientless add-on tool for the eSafe content security solution from Aladdin Knowledge Systems. Client-side software installation and without the need to implement, manage, or update any client-side software or agents.
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phishing, security management, anti spyware, malware, security software, network management, remote access, remote network management, aladdin
    
Aladdin
Published By: Bocada     Published Date: Aug 21, 2009
Today, the common approach to collecting information about computing activity across the enterprise is to use software agents installed on individual clients and servers. However, when this approach is applied to data protection management in the enterprise environment, it has proven both ineffective and inefficient.
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data protection, network security, software agent, agentless, bocata, bocada
    
Bocada
Published By: Data Guard Systems     Published Date: Aug 21, 2009
The best way to take control of employee management is to automate human resource (HR) processes, including time tracking, schedules, and payroll calculation. This document addresses the key points that cellular retailers, wholesalers, and master agents need to know about implementing and using CellularManager's centralized web-based HR management system.
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human resource, cell phone, cellular retailer, human resources, cellularmanager, cellular manager, data guard, data guard systems
    
Data Guard Systems
Published By: Data Guard Systems     Published Date: Aug 21, 2009
Web-based software automation is an essential part in managing business processes in today's cellular/wireless retail environment. An effective solution must have the ability to manage all of a company's operations simultaneously with virtually no interaction by an administrator. This document addresses key points that cellular retailers, wholesalers, and master agents need to know.
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cellular retailer, business process management, bpm, software automation, data guard, data guard systems
    
Data Guard Systems
Published By: Reactivity     Published Date: Aug 21, 2009
Security is one of the main issues when deploying Web services in the enterprise. This white paper discusses the advantages of an appliance over an agent-oriented architecture for Web services security, how cross platform interoperation is immediate with a hardened appliance, and why web services security is different from web server security.
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network architecture, quality assurance, xml, web service management, web service, web service security, web services security, security appliance, security hardware, appliance, reactivity, software development
    
Reactivity
Published By: Online Insight     Published Date: Dec 12, 2006
This white paper communicates the value of software technologies that provide a single point of entry for prospects and health plan providers (including agents) to educate a new or renewing insured on the full value proposition of each plan offering.
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healthcare, enterprise software, health care, insurance, health insurance, health, insured, insurer, human resources, online insight, enterprise applications
    
Online Insight
Published By: Interactive Intelligence     Published Date: Feb 21, 2013
This two part paper is a review of a remote agent case study. This first part looks at the issues faced and the benefits received from the people side of the project: How the agents and management of a remote solution can positively affect customers.
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case study review, customer service metrics, interactive intelligence, remote solutions, knowledge management, enterprise applications, data management, business technology
    
Interactive Intelligence
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