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Agile, Secure, Reliable: World-Class Customer Service in the Cloud by Oracle Corporation

January 02, 2014 - (Free Research)
The following e-book outlines the extensive benefits to moving customer service to the cloud. 
(WHITE PAPER) READ ABSTRACT |

Frost and Sullivan Best Practices Research: 2013 Global Workload Management Technology Innovation Award by Genesys

August 14, 2013 - (Free Research)
Managing each customer service agent's workload has become a priority for customer-focused companies, as more customers and more channels of communication are common. In this resource, explore how successful workload management can help your service organization address the challenges of modern customer relationship management (CRM). 
(WHITE PAPER) READ ABSTRACT |

How to Fine-Tune your Contact Center by SearchCRM

August 07, 2013 - (Free Research)
With call center software, best business practices can be difficult to navigate. But the payoff is worth investigating. In this handbook, readers find detailed explanations of the latest call center technologies as well as insight on call center management—including schedule and workforce management. 
(EGUIDE) READ ABSTRACT |

BBVA seamlessly monitors and improves its online reputation by IBM

November 30, 2012 - (Free Research)
This white paper examines a business case for analytics at financial institutions. BBVA, a global group that offers individual and corporate customers a range of financial and non-financial products and services, was interested in knowing what new and existing clients were saying about the business through social media. 
(WHITE PAPER) READ ABSTRACT |

Five Steps to Improving Business Performance through Customer Intimacy by IBM

November 18, 2010 - (Free Research)
Business success today requires a new depth of customer insight. Read this white paper to learn five practical steps your companies can take to achieve customer intimacy and, by doing so, achieve breakaway performance. 
(WHITE PAPER) READ ABSTRACT |

Social Intelligence Approaches to Support Four Core Customer Scenarios by Hewlett-Packard Company

April 03, 2013 - (Free Research)
This paper outlines some of the best methods for deploying social intelligence to support your CRM strategies. Read this and learn how the right social intelligence can help you win new customers, retain existing customers, reduce the cost of customer management and more. Also, discover specific use cases of social intelligence. 
(WHITE PAPER) READ ABSTRACT |

Financial Firms: Successfully Embracing the Workflow Transformation by Hewlett-Packard Limited

October 29, 2013 - (Free Research)
The following white paper entails exactly what the workflow transformation is as well as expert advice from leading organizations on how to improve upon the integral areas of financial firms. 
(WHITE PAPER) READ ABSTRACT |

5 Ways to Optimize Your Workforce by Aspect

December 14, 2012 - (Free Research)
You need to provide a flexible, efficient and consistent customer experience, but with the myriad of communication channels available today, legacy service strategies are inadequate. Read on to learn how unified communications and workforce optimization can provide the visibility and control needed to deliver exceptional customer service. 
(WHITE PAPER) READ ABSTRACT |

Making Sense of the Chaos: Measuring The Influence of Social Media by IBM

June 30, 2013 - (Free Research)
In this white paper, find out how, with the right tools in place, today's marketers can understand the value social media provides as a marketing channel and, in coordination with other channels, drive conversions and, ultimately, revenue. 
(WHITE PAPER) READ ABSTRACT |

Personalized Marketing and Web Analytics by IBM

February 28, 2013 - (Free Research)
In this white paper, uncover the gold mine that lies within behavioral data, identify the specific nuggets to mine, and learn how to leverage behavior data to increase marketing returns at every stage of the customer life cycle, both online and offline. 
(WHITE PAPER) READ ABSTRACT |

The Who, What, Where, When and How of Real-time Personalization by IBM

December 31, 2013 - (Free Research)
Access this white paper today to learn all you need to know about real-time personalization, how to overcome its challenges, and how you can increase the value of every one of your customer interactions. 
(WHITE PAPER) READ ABSTRACT |

Six Best Practices for Agent Knowledge Management by KANA (E-mail this company)

June 21, 2012 - (Free Research)
Knowledge management can be a useful tool for improving the quality and efficiency of your contact center operations. This paper outlines a series of best practices to help you achieve maximum results from knowledge management within the contact center that will ultimately lead to better customer service, and higher revenues. 
(WHITE PAPER) READ ABSTRACT |

Forging a CEM Strategy by SearchCRM

August 28, 2013 - (Free Research)
Shoppers are looking for more personalized, responsive, relevant experiences, and in order to provide that, your business needs an effective customer experience management (CEM) strategy. Learn how when you access this expert three-part e-guide and discover six top concepts that make up a successful CEM strategy. 
(EGUIDE) READ ABSTRACT |

‘A Little Extra Service’ Raises Customer Satisfaction and Lowers Costs by Oracle Corporation

January 02, 2014 - (Free Research)
Access the following brief white paper to uncover 3 best practices to follow to ensure that your customers are truly satisfied with their service. Discover how these 3 techniques can also lower costs, boost loyalty, and more. 
(WHITE PAPER) READ ABSTRACT |

Deploying Customer Service in the Cloud by Oracle Corporation UK Ltd

March 01, 2013 - (Free Research)
Read this white paper for best practices in deploying customer service in the cloud. Learn how to successfully implement, consolidate, optimize, and transform your customer experience management strategy and sustain a long-term competitive advantage. 
(WHITE PAPER) READ ABSTRACT |

Customer Experience: Empowering People. Powering Brands. by Oracle Corporation UK Ltd

December 14, 2012 - (Free Research)
The way you do business has changed. Today's customers can make decisions about the products or services you offer without ever contacting your company directly, making an exceptional experience across all customer touch points paramount. Read on to learn about innovative technologies can help you enhance the customer experience. 
(WHITE PAPER) READ ABSTRACT |

Predictive Analytics for Sales and Marketing by Information Builders

September 21, 2012 - (Free Research)
Today's businesses rely on their sales and marketing (S&M) departments to drive business growth through effective customer relationship management (CRM) strategies – but most S&M pros lack the insights needed to optimize their strategies. Read on to find out how predictive analytics can improve your CRM strategies. 
(WHITE PAPER) READ ABSTRACT |

Delivering Superior Customer Value in Communications Firms: Enabling Optimal Offer Creation for Service Providers by SAP America, Inc.

April 27, 2009 - (Free Research)
For communications companies - whether focused on telecommunications services or media content - these are challenging times. Markets are saturated with new offerings, and margins continue to diminish. In response, communications service providers (CSPs) are concentrating on improving offers of voice, content, and data services. 
(WHITE PAPER) READ ABSTRACT |

Knowledge Management is NOT an Add-on! by Consona Corporation

October 01, 2010 - (Free Research)
Service and support organizations can benefit tremendously from knowledge. When implemented effectively, knowledge management processes and technology can deliver significant benefits. Read this paper to learn about delivering knowledge-driven CRM. 
(WHITE PAPER) READ ABSTRACT |

Service and Support: Made to Measure Using Consona Analytics as a Roadmap to Success by Consona Corporation

October 01, 2009 - (Free Research)
Management 101 tells us that success in business starts with setting goals and measuring progress toward them. Service and support success requires that all stakeholders know where they’re going and how they’re doing. 
(WHITE PAPER) READ ABSTRACT |

Let Customer Feedback Do the Driving by SPSS Inc. Worldwide Headquarters

May 31, 2007 - (Free Research)
As the second installment in The Customer Innovation Series, this paper describes why and how Enterprise Feedback Management (EFM) is a critical component in solving the problem of enhancing customer-driven innovation. 
(WHITE PAPER) READ ABSTRACT |

Who Are My Best Customers? by SPSS Inc. Worldwide Headquarters

February 20, 2009 - (Free Research)
Who are my best customers? If you manage sales, marketing, or customer service, you want an answer to that. That's because implementing successful strategies for every customer segment is critical to increasing business profits. This paper describes just a few of the ways that you can use analytics to better understand your customers. 
(WHITE PAPER) READ ABSTRACT |

Harnessing Social Media to Boost the Bottom Line by SearchCRM

August 29, 2013 - (Free Research)
Launching a social CRM strategy? It's a good idea, but be careful not to overdo it. Get the keys to effective social CRM. 
(EBOOK) READ ABSTRACT |

Mobile apps reach the busy customer by SearchCRM

March 19, 2013 - (Free Research)
In this expert e-zine, discover two key areas of app development in today's mobile climate: delivering quality mobile customer service, and uniting front-end and back-end functionality. Also included is a case study of a mobile app that delivered user-oriented, ultra-simple service with outstanding results. 
(EZINE) READ ABSTRACT |

Customer Experience Exchange, Issue 7 by SearchCRM

November 13, 2012 - (Free Research)
This 3-article E-Zine offers analysis and advice for the CEM professional. In the featured article, Cameron Kittle reviews CEM technologies and shares the thoughts of industry observers who stress that a company should first know what it intends to do with its wired connection to customers. Continue on for this article and more. 
(EZINE) READ ABSTRACT |

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