Featured Articles

  1. Achieving Sourcing Excellence 8/24/2007
    Learn how you can respond to challenging market conditions and add value to your organization by attaining sourcing excellence. Explore the stages of development, and see how you can create a three-year plan to achieve sourcing excellence.
  2. Building a Business case for Next Generation Enterprise Financial Systems 8/24/2007
    SAP white paper
  3. Building a Business case for Next Generation Enterprise Financial Systems 8/24/2007
    Today’s CFOs face pressure from an array of sources. Internal stakeholders expect them to reduce costs, protect the bottom line, and do more with less. Externally, there are increasing demands from regulators and accounting bodies.
  4. Mobile Field Service Management: A Wireless Solution From Adobe, Intel, And Panasonic Improves Service In The Field 8/9/2007
    Global competition, outsourcing, and downsizing have changed the playing field for manufacturing organizations. With their office workers long equipped with productivity-enhancing mobile computers and handheld devices, manufacturers are turning their attention to customer service and field workers. Adobe, Intel, and Panasonic have joined forces to enable a field service management (FSM) solution to meet pressing field service needs. Submitted by Panasonic Toughbook
  5. Cuts Costs While Improving Agent Morale By Bob Webb, Pipkins 8/8/2007
    White Paper: Agent WEB Access
  6. Sales Leads: New Televerde White Paper Addresses Critical 'Human Touch' Role In The Sales Lead Generation Process 8/3/2007
    Televerde explores how automation contributes to effective lead management within a corporate database, and where the value of human contact in the lead process is critical. A premium provider of outsourced business-to-business customer acquisition solutions and actionable marketing intelligence, Televerde shares valuable insight within “The Search for Qualified Life”.
  7. Service Contract Management Increases Maintenance Revenue 300% 7/16/2007
    As manufactured consumer, industrial, and high-tech products become more commoditized, it is more difficult for manufacturing companies to increase profit margins on products alone. The same goes for companies that resell these products – the product itself is no longer the way to make money. Used with permission from Integrated Solutions magazine
  8. The Lean Workforce 6/7/2007
    This paper will present a methodology for applying the principles of Lean to workforce management in order to meet the challenges of today’s consumer-driven supply chains. However, although the concepts of Lean and consumer-driven supply chains are relatively recent, it is important to note the foundation for the workforce management principles underlying The Lean Workforce is based on over a century of research and management practice. Submitted by RedPraire
  9. Develop A Multichannel Client Contact Center 5/17/2007
    Handling large call volumes resulting from growth and a multichannel venture can be intimidating. It’s especially difficult to maintain high-quality service levels when call volumes are increasing. When $2.3 billion Ann Taylor, a women’s specialty apparel retailer, launched its online stores, the retailer needed to bring the service in-store customers receive to its telephone lines. Therefore, Mark Ballard, VP of multichannel client services at Ann Taylor, reviewed his options. Used with permission from Integrated Solutions for Retailers magazine
  10. 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