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In this audio podocast, Guerman Smirnov, systems development manager at Australian telecom AAPT, describes how his company has used ActiveVOS to extend complex internal DSL service assurance capabilities to AAPT’s resellers and...
August 12, 2008
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In 2007 IDC conducted a Market Perception study designed to provide service firms with a better understanding of customer perceptions and the attributes that drive customers' buying decisions. This telebriefing will present the...
December 13, 2007
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Companies expect to cut costs and hope to build customer loyalty through their effective use of their self-service channels. To see how well major companies are achieving these goals today, Forrester applied its Cross-Channel Review...
June 14, 2007
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Going beyond Web services to service-oriented architecture (SOA) and a broad service oriented IT strategy greatly expands the possibilities of an organization by creating responsive, adaptive and optimized business performance....
March 1, 2007
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A recent Aberdeen study describes how companies are building competitive advantages with smart service chains that help them: Increase the availability of service assets. Improve resolution rates for first-time problems. Reduce...
August 5, 2008
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Optio Software depends on Cisco Unified Communications to deliver more responsive customer service and better manage worldwide operations...
January 1, 2007
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Watch this Webinar to hear Jeffery Tarter, Executive Director of the Association of Support Professionals (ASP), discuss the major industry shift from break-fix support to strategic customer advocacy and best practices for generating...
July 1, 2008
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One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer touch-points must be viewed as part of a continuum. Customer...
January 1, 2009
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In today’s global business environment, companies need to achieve higher productivity from less resources, if they want to survive. Organizations want to develop optimal customer profitability, but this is easier said than done....
May 13, 2009
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The importance of delivering an optimal customer experience in today's global marketplace cannot be underestimated. It is increasingly difficult for companies with comparable products and services to distinguish themselves merely by creating...
June 12, 2008
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