Research

THOUGHT LEADERSHIP WHITE PAPERS

Marketing Gets Its ‘A’ Game

A new white paper examines how lead nurturing and other techniques are changing the way we think about and conduct marketing. Read more>>

Platform as a Service (PaaS)

Hardware improvements and Moore’s Law could always be counted on to drive business ahead. With hardware developers facing the harsh reality that Moore’s Law will not go on indefinitely software, and especially software platforms look to fill in. PaaS is important in its own right but it takes on greater significance in this light. Read our ViewPoint >>

The First 90 Days

The first 90 days of agent employment in the call center are critical yet many call centers find that upwards of half their new hires leave within the agent training process. New research into how to lower attrition in the first 90 days is the subject of this report. Read more>>

Automating the Customer Buying Process

The customer has the upper hand today and companies need to market and sell with more intelligence than ever. Pre-integrated best-of-breed technologies make selling more like enabling the customer to make a purchase, improving the process and the results. Read more >>

The Call Center’s New Paradigm

On-demand call center technology enables a new business model for distributed call centers but agents still need to be hired, trained, communicated with, coached, and managed. New software leverages the Internet to get all this done better, faster, and cheaper. Read more>>

Leveraging User Communities

Customer communities can tell you what products, messages, programs, and experiences they value most and that can lead to better strategies and profits. but first you need to ask the right questions. Modern approaches to building communities of interest drive the co-creation of value and make the process faster and far less expensive. Read more>>

New Call Center Business Models

On-demand infrastructure has changed the way call centers work, and it is changing how and where call center agents do their jobs. The implications on profit and loss can be huge and should not be underestimated. Read this to get up to speed. Read More >>

The Lead-to-Cash Process

Companies are building unique selling solutions from best-of-breed components in what we refer to as “sales webs.” The sales web is a perfect match for what has morphed from a sales process to a customer buying process. Read more >>