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Call Center Software

Call Centres use a wide variety of different technologies to allow them to manage the large volumes of work that need to be managed by the call centre. These technologies ensure that agents are kept as productive as possible, and that calls are queued and processed as quickly as possible, resulting in good levels of service.
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Is your culture really customer focused?

White Paper Published By: Senn Delaney     Published Date: Dec 15, 2009
A positive customer experience is a critical competitive differentiator it today's stuttering economic climate. Yet consumers are giving companies a failing grade at a time when the need to be customer centric is being put to the test as never before. This whitepaper by Senn Delaney partner and executive vice president Bill Parsons helps leaders consider whether their company's culture is really as customer-centric as it should be.
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senn delaney, customer focused, brand management, customer-centric, employee management
    
Senn Delaney

The Missing Component in Manufacturing Performance Improvement

White Paper Published By: Senn Delaney     Published Date: Oct 22, 2009
To the casual observer, aircraft manufacturer Airbus UK and pharmaceutical giant GlaxoSmithKline (GSK) wouldn't appear to share a lot of common ground. Some would say that the worlds of building airplanes and producing the next blockbuster wonder-drug are light years apart. A closer look shows that these two organizations are more similar than one might initially think.
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senn delaney, gsk, customer focused, brand management, customer-centric
    
Senn Delaney

Why State Of Mind Matters in Times Of Great Challenge

White Paper Published By: Senn Delaney     Published Date: Mar 10, 2009
Senn Delaney President and CEO Jim Hart shares surprising results of a Thriving Global Leadership Study of thousands of leaders across 60 industries and 50 countries. The survey discovered a dramatic difference between those who are facing these times of crisis with what is defined as a high-thriving state of mind and those with a lower-thriving state of mind.
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senn delaney, state of mind, high thriving, measurement, customer focused
    
Senn Delaney

CEO Roundtable: Improving Performance Through a Shared Business Model

White Paper Published By: Senn Delaney     Published Date: Sep 05, 2008
It's become a business imperative to maximize operational effectiveness, trim costs, standardize and streamline processes, achieve economies of scale and increase competitive advantage. Today's most successful leaders do this in a way that balances the greater good of the enterprise with the competing demands of their autonomous businesses that must respond to the individual needs of their markets. A more collaborative model that helps leaders of complex businesses to maximize effectiveness is gaining traction. Four prominent business leaders discuss their challenges and successes in shifting to this shared business model.
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senn delaney, customer focused, brand management, customer-centric, employee management
    
Senn Delaney

Creating Superior Business Results Through a Thriving State of Mind

White Paper Published By: Senn Delaney     Published Date: Aug 21, 2008
Through a collaborative, groundbreaking study with three prominent U.S. business schools, Senn Delaney has discovered that people who operate from a unique set of three core principles consistently perform at the top 10 percent of performance ratings. The joint study and subsequent research and surveys led to creation of our new, evidence-based, practical performance model that can be taught, practiced, reinforced, applied and measured.
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senn delaney, global information, customer focused, brand management, customer-centric
    
Senn Delaney

Prescription for a Cure

White Paper Published By: Senn Delaney     Published Date: Aug 19, 2008
Successful health care leaders are treating ailing systems with a healthy dose of innovative solutions. Senn Delaney CEO and President Jim Hart discusses key issues facing health care leaders today, innovative solutions for dealing with them, and provides a series of thought-provoking questions to help you gauge the health of your organization's culture.
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senn delaney, customer focused, brand management, customer-centric, employee management
    
Senn Delaney

Secure Remote Control for IT Organizations

White Paper Published By: Symantec     Published Date: Nov 02, 2006
Remote control software has proven to be a cost-effective way of providing remote support. This paper examines how these products provide a cost-effective help desk tool and defines necessary security requirements.
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remote control, help desk, remote access, remote network management, remote support
    
Symantec

Getting the Most from Your Call Center Investment

White Paper Published By: Vendor Guru     Published Date: Jan 04, 2008
Today, companies can prosper from a wide range of computer telephony integration (CTI) solutions. CTI is the full integration of voice and data systems. The convergence of computer systems with call center operations adds increased scalability and muscle to existing business operations.
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contact center, call center, call center management, call center improvements, call center productivity
    
Vendor Guru

Telephony Simplified: Finding the Solution that Fits Your Small Business

White Paper Published By: Vendor Guru     Published Date: Jan 04, 2008
This white paper provides an overview of the basic elements to look for when buying a phone system. It surveysthe landscape of enterprise telephony today: the features available, the pros and cons of traditional and VoIPsystems, and the adaptability of new generation equipment to rapidly changing business needs.
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pbx, ippbx, ip pbx, voip, voip
    
Vendor Guru

The Top 5 Telephony Solutions Your Business Needs Today

White Paper Published By: Vendor Guru     Published Date: Jan 04, 2008
Profound developments in business telephony have left some small businesses reeling under perceptions of a steep learning curve for expensive new products. But there’s no reason to be left behind. Affordability is the hallmark of the new generation in business telephony, thanks to hosted IP and other networked solutions. Is your business applying the new technology to best advantage?
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ip pbx, pbx, acd, predictive dialing, automatic call distribution
    
Vendor Guru

VMware Virtual Desktop Infrastructure Connects Bell Canada for Optimized Customer Care

Case Study Published By: VMware Dell     Published Date: Jul 02, 2008
Bell Canada began an initiative to provide desktop solutions at reduced costs. With 8,000 call center agents, Bell Canada faced hardware attrition and rising costs. Streamlining systems, facilitating outsourcing and increasing capabilities to telecommute would reduce costs while improving service. This would require creating customized workstations for users. Bell Canada approached VMware Partner CGI Group Inc., which provides end-to-end IT and business process services, for a solution.
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vmware, call center, virtualization, virtual machine, virtual workstation
    
VMware Dell

VMware Virtual Desktop Infrastructure Reduces IT Costs for IRMC Call Centers

Case Study Published By: VMware Dell     Published Date: Jul 02, 2008
In this case study, you'll discover the tangible benefits to IRMC when they used VMware Virtual Desktop Infrastructure to virtualize their call center operations and support multiple call centers from a central data center. Their IT staff achieved increased flexibility, faster provisioning, redeployed IT staff, reduced IT costs, and improved competitiveness. Finally, review a detailed financial analysis to back up IRMC's 73% annual ROI, and see how they saved.
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call center, vmware, virtual, virtualization, virtual machine
    
VMware Dell

The WhichVoIP.com Guide: VoIP Phone Service for Small Businesses

White Paper Published By: WhichVoIP     Published Date: Aug 24, 2010
With the rise in popularity of hosted VoIP options, you can be up and running (and saving money) in just a few hours, without having to install any costly equipment.
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whichvoip.com guide, voip phone service, smb, small businesses, voice over internet protocol
    
WhichVoIP

Wireless T3iple Play Convergent Services

White Paper Published By: xmannnnn     Published Date: Aug 06, 2010
Ultra High Speed Internet, TV and local/long distance phone services combined into 1 superior service.
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active directory, bandwidth management, convergence, distributed computing, ethernet networking
    
xmannnnn

Zscaler ThreatLabZ Q3 2011 State of the Web Report

White Paper Published By: ZScaler     Published Date: Dec 13, 2011
Leveraging a combined view of billions of daily web transactions-spanning millions of enterprise users across over 140 countries - Zscaler ThreatLabZ delivers the State of the Web Q3 2011 Report.
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blue coat, proxy sg, url filtering, web 2.0, cloud security
    
ZScaler
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