White Papers

1-25 of 33 items listed     

• Why Online Self Service Does Not Always Decrease Call Volume

  

• The Center of the Customer-Centric Enterprise

• Utility CIS Usability

• Inbound Customer Marketing

• Role of CC&B-CIS in Increasing Customer Satisfaction

• Let the Truth Be Spoken: Self Service Guaranteed!

• Customer Expectations And Your Mobile Workforce: Four Keys To Integrating Your Contact Center

  Oracle

  It’s hard to find anyone who doesn’t have a discouraging story about waiting endlessly for a delivery or the cable guy. So it’s easy to sympathize with your customers when they complain that your field crew hasn’t arrived on time—or at all. Software vendors have tried to fix the problem for the multiple businesses and service organizations that routinely need access to homes or businesses in order to do their jobs. And software can help. Today’s mobile workforce systems determine efficient travel routes, track job completion, and help you identify mismatches between staff skills and customer needs. Here are some of the keys to integrating your contact center and mobile workforce applications that provide a big boost in customer satisfaction.

• Customer Service PowerHitters Interviews 2007

• Five Steps to Successfully Implementing VoIP

• How well do you connect with your non-English speaking customers?

• Bringing the Customer-Centric Care to Reality

• High-Volume Inbound Call Handling Capacity – Critical for Communication Success

• BUSINESS PROCESS OUTSOURCING: IS IT FOR THE UTILITY MARKET?

• CUSI making advanced net architecture available for utilities of all sizes

  Sierra Energy Group

  Today, Internet-based services, object-oriented programming and service-oriented-architecture (SOA) are simplifying the massive task of integration. Several new architectures such as .NET from Microsoft, Netweaver from SAP, Java from Sun Microsystems use basically open SOA to enable the linking of systems. Now, major software vendors are adopting various versions of SOA to “de-couple” their different modules and enable integration. However, few CISs have been built from the ground up as SOA-architected.

• Using Contact Center Technologies to Create Empowerment

• Sharing CIS Risk

  Alliance Data

  How business process outsourcing provides an “insurance policy” for CIS implementation cost overruns and system failures.

• Economic Realities Drive Outsourcing Trend In Energy Utilities

• On-Demand Versus On-Premise CRM: Are There Performance Differences?

• Personalizing Customer Contacts Through High-Tech Channels

• A Guide to Preparing an RFP for the New Class of IP Contact Centers

• PROCESS IMPROVEMENT: A SERVICE COMPANY IMPERATIVE

• CIS SELECTION – IT DOESN’T HAVE TO BE LONG AND PAINFUL

• Business Process Outsourcing: 10 Questions Utility Executives Need to Ask for Improved Business Performance

  Alliance Data

  The energy industry may be one of the most complex business environments, as it is capital intensive, regulatory-constrained, ROI-managed, environmentally challenged, often unionized, and accountable for near-perfect reliability. Utilities that achieve next-level performance in such a challenging environment are skilled at balancing asset portfolios with regulatory constraints. They understand that all assets must contribute to business performance, and actively seek partners and strategies that provide 21st century solutions. Today, most utilities recognize the ability of business process outsourcing (BPO) to decrease customer service costs. However, some are beginning to consider BPO to unlock the value of underperforming assets, assist in M&A integration, enhance revenue, achieve cost certainty in rate recovery, and act as a safety net for skills lost to retirement.

• Not Mere Mail Anymore!

• White Paper On Utilit-e Central -- An Overview of the innovative software delivery system for PCS

1-25 of 33 items listed