Supplier News

  1. Contact Centers Lack Focus On Quality 5/11/2007
    Contact center team leaders spend more than three times as many hours on breaks as they do addressing external quality issues, according to a long-term analysis of some 50 contact centers by the global management consulting firm Compass. Submitted by Compass
  2. RFID Reader: SkyeTek And Impinj Lead RFID Reader Providers In Customer Satisfaction 4/26/2007
    SkyeTek, Inc., the provider of embedded RFID reader technology, recently announced that a blind survey showed that SkyeTek and Impinj are the rated RFID reader vendors in terms of customer satisfaction. The independent study conducted by Amplify Communications measured the percentage of customers that consider themselves to be “very satisfied” with their RFID reader providers. In all, 16 reader vendors received ratings, including those that sell finished readers, reader modules, or both.
  3. Loyalty Program Improves Customer Satisfaction 4/23/2007
    A division of $2.3 billion Brown Shoe Company, Inc., Famous Footwear, operates more than 1,000 stores in 50 states. Along with famousfootwear.com, the retailer sells more than 150 leading shoe brands, catering to families. To succeed in a competitive marketplace and understand its customers, Famous Footwear implemented a CRM (customer relationship management) strategy several years ago. Initially, the CRM platform, which is based on a rewards-driven customer loyalty program, was managed by an outside provider. Used with permission from Integrated Solutions for Retailers magazine
  4. Do You Provide Unified Communications Solutions? 4/20/2007
    Small and large companies alike are starting to realize the potential business benefits of VoIP (voice over Internet Protocol). Such benefits are realized when traditional business applications such as e-mail or CRM (customer relationship management) applications are integrated with IP-based phone systems. “This trend represents the move from VoIP to unified communications [UC],” says Eric Schoch, VP of North American marketing, channels, and distribution, Nortel. Used with permission from Business Solutions magazine
  5. IP Recording In The Contact Center And Beyond By Greg Sherry, Witness Systems 4/2/2007
    IP remains one of the hottest topics in technology and business circles today. Its reach is broad, impacting businesses of all types and sizes. Momentum around the transition to IP telephony environments continues at a steady pace. For some, traditional TDM equipment has run its course, becoming outdated and obsolete. Others are moving from centralized to decentralized models. And some are now gaining greater efficiencies and access to a previously untapped labor pool by introducing work-at-home agents/remote staff to their workforce. IP enables these structures and more. Submitted by Witness Systems
  6. The Case For Integrated Processes 3/28/2007
    Based on research and documented case studies, it is clear that companies are realizing significant value by developing integrated processes across the enterprise. This white paper discusses what integrated processes are, how they create value, specific cases of companies succeeding with integrated processes, as well as a checklist to determine how integrated your own company’s processes are. Submitted by SAP Americas
  7. Should I Use a Free CRM Trial? By Mike Santoro, Technology Advisors, Inc. 3/27/2007
    Free CRM trials are a great way to familiarize yourself with a product before purchasing it. You'll be able to have a true "day in the life" experience and gain a better understanding of the functionality. Think of the benefits of test driving a car versus reading brochures and seeing a commercial. Submitted by Technology Advisors
  8. Case Study: Field Service For Tennant Company 3/2/2007
    For 10 years, Tennant Company’s service division planned to develop and deploy a field service automation solution. But every year, the long-suffering group heard that the solution couldn’t be financially justified or that the project was too complex; but a solution finally couldn’t wait any longer. Submitted by Panasonic Toughbook
  9. Seven Tips For VoIP Security Success 2/22/2007
    According to Infonetics Research, almost half of small and two-thirds of large organizations in North America will be using VoIP products and services by 2010, which is more than twice as many organizations that used VoIP products and services in 2006. One thing that’s inevitably going to coincide with this widespread adoption is a host of security threats. From the combined input of these experts, Business Solutions put together the following seven tips VARs can take to make sure your customers don’t become VoIP security victims. Used with permission from Business Solutions magazine
  10. Tips From Travelocity Business For Providing Effective Customer Service 1/22/2007
    Effective customer service is key to achieving company goals. Whether a company is an online travel outfit like Travelocity Business or a more traditional company in another industry, customers are looking for hassle-free, convenient shopping experiences. Submitted by Travelocity Business