The Impact of Technology on Cost in Business Process Outsourcing (BPO) by SAP America, Inc.. This white paper examines the cost structure associated with BPO and shows that an assessment needs to address several cost components that are not included in the provider’s more... >> Discover more offerings from SAP America, Inc..
		Customer Support Solution by Extraview Corporation. As a leading software customer support solution for small companies to the world's largest organizations, the ExtraView Customer Support solution features comprehensive customer more... >> Discover more offerings from Extraview Corporation.
		TechExcel ServiceWise (formerly HelpDesk) - Complete HelpDesk solution by TechExcel, Inc.. TechExcel ServiceWise (formerly HelpDesk) is setting the new standard for high-end helpdesk management through a feature-rich platform. TechExcel HelpDesk enables you to more... >> Discover more offerings from TechExcel, Inc..

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Business Process Outsourcing | Call Center Management | Workforce Management | Technology Outsourcing | Human Resource Management | Customer Service (General) | Recruiting, Staffing and Applicant Tracking | Contact Center Management | Help Desk and Call Management | Professional Services Automation

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Workforce Optimization: Combining People, Processes and Technologies by CRMindustry.com (E-mail this company) August 2004 - (Free Research) While delighting customers is of the highest priority for customer service-driven businesses, it's not the only one: in order to satisfy customers, management must also satisfy the individuals responsible for serving those customers. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Workforce Management: Optimizing Performance for Superior Customer Service by CRMindustry.com (E-mail this company) March 2004 - (Free Research) Of the myriad pressures faced by call center managers in today's customer-centric business environments, staffing remains the most challenging. It's no wonder that up to 75% of call center costs revolve around personnel. These challenges are forcing contact center managers to seriously consider the way they manage their workforces. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Success Story: Communications - AT&T by Genesys Co. May 2008 - (Free Research) Cingular wanted to meet a goal of answering 92% of all customer calls before abandonment, without adding staff. After careful consideration, it chose Informiam to meet that goal. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

The IT Guidebook to Evaluating Hosted Exchange Providers by 123Together June 2008 - (Free Research) This paper provides you with the information you will need when speaking with hosted Exchange providers to ensure that you select a provider who is reputable and will recommend a solution that will help increase your corporate profitability and success. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Workscape’s Outsourced Benefits Administration Solution for Benefits Brokers & Consultants by Workscape June 2008 - (Free Research) Workscape's comprehensive OBA solution provides a wide range of Web-based, self-service applications and integrated services backed by 24x7 support from our U.S.-based HR Service Center. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Moving Beyond the Queue - Focusing on the Real-Time Customer by Inova Solutions May 2008 - (Free Research) In this paper, Tim Montgomery, a highly regarded industry consultant, speaker and author explores new ideas on ways every call center can keep up with new customer demands. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Increase Operational Efficiency by Outsourcing by Cisco Systems, Inc February 2008 - (Free Research) Read this paper to learn how to increase operational efficiency by outsourcing. There are only so many hours in the day. Do you really want your employees spending valuable time managing your business's information technology (IT) system? (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Shared Services: Commercial Models – Enabling Sharing by IBM. May 2008 - (Free Research) The Shared Services agenda is now well established in the public sector. This paper discusses with the best functional and technical solutions for Shared Services, without the appropriate legal, governance and commercial structures in place. (WHITE PAPER) GO TO WHITE PAPER

Implementing a Telecommuting Program by Avaya, Inc June 2008 - (Free Research) This paper discusses several issues related to implementing a telecommuting home worker program for contact center agents. Certainly, the particular requirements of each company will dictate the extent to which these and other concepts are implemented. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Taleo Research White Paper - The Value of Unified Recruiting + Performance Management by Taleo February 2008 - (Free Research) This paper explores the value delivered through unified recruiting and performance management. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Keeping Your Workforce Connected by Cisco Systems, Inc March 2008 - (Free Research) Keeping a workforce connected to people and to data anytime, anywhere, is a big step toward boosting operational efficiency. In this whitepaper learn how IP (Internet Protocol) communications and Virtual Private Networks (VPNs) can help your business. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Call Center Management: Planning, Scheduling, Historical and Real Time Statistics by DeskFlex August 2008 - (Free Research) The scope of this white paper includes management information and its use for forecasting work volumes, planning and scheduling agents to handle the projected work volume, and feedback as to the actual performance of the call center. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Managed Services: Perspective versus Reality by Zenith Infotech June 2008 - (Free Research) Managed Services offers a comprehensive suite of products that allow Partners to manage their end-clients complete infrastructure. (VIDEOCAST) VIEW ABSTRACT | GO TO VIDEOCAST

Astea Alliance Service Management Suite by Astea International Inc. (E-mail this company) Astea Alliance service management suite integrates & optimizes business processes for Contact Center, Field Service, Depot Repair, Logistics, Professional Services, & Sales & Marketing. Astea helps organizations maximize the value of their service operations by providing comprehensive, cost-effective solutions that optimize the service enterprise.  (SOFTWARE PRODUCT) GO TO DETAILED REPORT

The Business Case for Outsourcing Software Testing to Vietnam by Logigear Corporation. August 2008 - (Free Research) This white paper provides a business case for considering Vietnam as an offshore outsourcing destination, and offers specific examples from the IT and software industries including a US software testing firm with a facility in Vietnam. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Why a Shop Floor Execution (SFX) System Is an Essential Complement to Enterprise Systems by CASCO July 2008 - (Free Research) Shop Floor Execution (SFX) systems interface to ERP/MRP systems to provide that set of functionality, SFX automates and streamlines factory operations by combining three popular applications around a core of Shop Floor Data Collection. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Service Delivery Innovation: Creating Client Value and Enhancing Profitability by SAP America, Inc. August 2008 - (Free Research) Read how you can increase client value and lower costs through implementing more efficient resourcing and partnering processes and cocreating value with your clients. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Banking Services: IT Solutions for Human Resources Transformation by Hexaware Technologies April 2008 - (Free Research) Hexaware's service range is designed to serve as a bridge between HR strategy, processes and technologies. Explore key components of their solutions, features, consulting services and business process outsourcing services. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

IT Strategies for Human Resources Transformation by Hexaware Technologies April 2008 - (Free Research) Learn best practices, best of breed technologies and concepts to enable an efficient, tactical human resources (HR) function. Morph HR from a support to a strategic advantage. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Go Green and Increase Profitability with Virtual Contact Centers by Avaya, Inc June 2008 - (Free Research) This paper summarizes for contact center managers the facts and fiction regarding the environmental benefits of home agent programs. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Sourcing Strategies for Human Resources (HR) - A Webcast by Forrester by Hexaware Technologies April 2008 - (Free Research) View this Forrester Research Webcast to learn how you can utilize external sourcing alternatives to help improve the overall effectiveness of your human resources (HR) department. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

Why Outsource to Russia? by CIO Decisions August 2008 - (Free Research) This document explains why outsourcing is done in Russia. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

2007 Asset Management Operations and Compensation Survey by Advent Software, Inc March 2008 - (Free Research) This Asset Management Operations and Compensation Survey conducted by Advent Users Group and Advent Software was taken by over one hundred investment firms. Technology, operations and compensation were the three key areas covered in the survey. (WHITE PAPER) GO TO WHITE PAPER

TechExcel ServiceWise (formerly HelpDesk) - Complete HelpDesk solution by TechExcel, Inc. (E-mail this company) TechExcel ServiceWise (formerly HelpDesk) is setting the new standard for high-end helpdesk management through a feature-rich platform. TechExcel HelpDesk enables you to manage your IT service support and internal help desk processes including incident tracking, knowledge management, employee self-service, and asset management.  (SOFTWARE PRODUCT) GO TO DETAILED REPORT

Business Process Management - Enabling Innovation and Business Agility in Financial Services by Metastorm February 2008 - (Free Research) This white paper explores how Business Process Management enables organizations to meet automation, efficiency and regulatory requirements. Discover how retail banking, investment banking and insurance sectors have successfully leveraged BPM technology. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

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