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Advanced Meter Infrastructure: Composite Technologies to Meet New Demands in Sales and Customer Service by SAP America, Inc..
Discover what benefits advanced meter infrastructure (AMI) brings and why, and learn how the SAP NetWeaver platform and enterprise service-oriented architecture can support more...
>> Discover more offerings from SAP America, Inc..
WebFOCUS Operational Enterprise Business Intelligence by Information Builders Inc..
WebFOCUS is a comprehensive and fully integrated enterprise business intelligence platform. It sets the standard for enterprise business intelligence by scaling to support more...
>> Discover more offerings from Information Builders Inc..

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

April 17, 2013 - (Free Research)
Delivering top-notch service on a budget and tight deadlines is a challenge for even the most successful organizations, so many companies are moving to the cloud for CRM initiatives. Check out this informative e-book from Oracle to discover the business benefits and IT advantages of CRM in the cloud, a platform for implementation, and more. 
(EBOOK) READ ABSTRACT |

Improving First-Call Resolution with Team Collaboration Technology by GoToAssist

November 30, 2010 - (Free Research)
How can support reps quickly solve problems when they reach a dead end? Is there an easy way to bring experts into a support session without hindering the customer experience? This white paper will examine key customer support challenges and reveal the many advantages of collaborative remote support. 
(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 |

Presentation Transcript: Developing for the Future - The New Trend for Hosted VXML by West Interactive

July 30, 2010 - (Free Research)
By taking advantage of the Voice XML platform (VXML) to manage infrastructure scale and support, companies are freeing up IT dollars and resources to focus on creating best-in-class customer experiences using IVR applications. This transcript will provide you with key information necessary to execute a comprehensive PaaS strategy using VXML. 
(PRESENTATION TRANSCRIPT) READ ABSTRACT |

Developing for the Future - The New Trend for Hosted VXML by West Interactive

June 08, 2010 - (Free Research)
By taking advantage of the Voice XML platform (VXML) to manage infrastructure scale and support, companies are freeing up IT dollars and resources to focus on creating best-in-class customer experiences using IVR applications. This webinar will provide you with key information necessary to execute a comprehensive PaaS strategy using VXML. 
(WEBCAST) READ ABSTRACT |

Social Media and Customer Service by Pegasystems

May 11, 2011 - (Free Research)
One of the biggest issues for companies is creating effective customer services processes.  What if social media could help the problem? 
(WHITE PAPER) READ ABSTRACT |

Transform the Customer Experience with Pega CRM by Pegasystems

May 11, 2011 - (Free Research)
For years, companies have tried to serve customers in a way that would lead to brand loyalty.  While traditional CRM systems have failed to deliver, a new approach might be just what companies need. 
(WHITE PAPER) READ ABSTRACT |

Building a Business Case for your Next-Generation QA Solution by Calabrio, Inc.

June 21, 2011 - (Free Research)
This white paper shows you how to build your business case and obtain approval for a new or upgraded contact center quality assurance and recording solution. 
(WHITE PAPER) READ ABSTRACT |

Speech Analytics: The Simple Definition by Calabrio, Inc.

June 20, 2011 - (Free Research)
What is "Speech Analytics," exactly, and why is it important? Find out how the latest wave of Speech Analytics offerings are used in call center communication today and what the benefits are. 
(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 |

One Stop Data: Gaining Access to Enterprise, Customer, Business Intelligence by Advent Global Solutions Inc.

March 15, 2012 - (Free Research)
This expert e-guide discusses next-generation BI software, in particular customer relationship management (CRM) analytics and how these factors complement the SMB market. 
(EGUIDE) READ ABSTRACT |

Navigating the path to satisfying online customer experience by Tealeaf

November 23, 2011 - (Free Research)
Read this exclusive e-guide to get an executive-level, 360-degree view on which CRM approaches are best for different business scenarios -- from winning strategies for mobile users to social CRM tools to best practices for multi-channel customer experiences. 
(EGUIDE) READ ABSTRACT |

First Contact Resolution by Pegasystems

May 10, 2011 - (Free Research)
Contact centers have perfected the art of tracking customer inquiries, but first contact resolution is still alluding them.  The key to solving the problem-- not just answering, but resolving the issue. 
(EBOOK) READ ABSTRACT |

Computer Weekly – 20 November 2012: Inside the £65m datacentre supporting Tesco's online strategy by ComputerWeekly.com

November 20, 2012 - (Free Research)
In this week's Computer Weekly, we visit the £65m datacentre that sits at the heart of Tesco's ambitious online strategy. Government has approved the iPhone for use by Whitehall officials – we assess the risks. And the CIO at British Gas talks about how IT transformed the firm's customer service. Read the issue now. 
(EZINE) READ ABSTRACT |

The Information Agenda: Rapidly Leveraging Information as a Trusted Strategic Asset for Competitive Advantage by IBM India Pvt. Ltd

December 13, 2010 - (Free Research)
This paper will discuss how organizations using an Information Agenda can greatly improve their organizations' ability to identify and manage risk, meet regulatory requirements, speed new products and services to market and enhance customer service. 
(WHITE PAPER) READ ABSTRACT |

Best practices for web experience management by OpenText

March 27, 2012 - (Free Research)
In this expert e-guide, readers will learn best practices for allocating resources for CEM and tips for taking an employee-centric approach to CEM. 
(EGUIDE) READ ABSTRACT |

Customer Experience Exchange E-Zine: Bridging the Customer Experience Chasm by Tealeaf

November 29, 2011 - (Free Research)
With rapidly changing demands, customer experience management (CEM) can be a tricky craft within your organization's processes. Customer Experience Exchange is a brand new bi-monthly e-zine focused on CEM tips, best practices and techniques. Check out the first ever issue now, exclusively here. 
(EZINE)

eGuide Digital Marketing: Tips For Connecting With Your Customer by LeadLife Solutions

July 26, 2013 - (Free Research)
There are many new tools that claim to enhance customer experience management (CEM) strategies, including social and mobile channels. However, such initiatives can backfire if companies employ the wrong strategies. In this e-guide, learn how to best leverage digital marketing and CEM technologies to gain a deeper understanding of your customers. 
(EGUIDE) READ ABSTRACT |

Live Help: Global Consumer Views & Trends Live Voice and Live Chat by Art Technology Group (ATG)

June 07, 2010 - (Free Research)
This report presents the results of a global survey commissioned by ATG that reveal that consumers want more than just a phone number or e-mail address when it comes to online customer service. Continue reading this report to learn more about the consumer views and trends of voice and live chat. 
(WHITE PAPER) READ ABSTRACT |

Knowledge Management: 5 Steps to Getting It Right the First Time by Oracle Corporation UK Ltd

September 30, 2012 - (Free Research)
This eBook sets out 5 simple steps for optimizing customer service and support with an effective, best-practice-led knowledge management initiative. 
(WHITE PAPER) READ ABSTRACT |

Achieving ROI from Enterprise Communications: A Revolutionary Approach by Thunderhead

July 08, 2011 - (Free Research)
This white paper provides an overview of how Thunderhead customers have achieved truly revolutionary ROI by streamlining their communications processes through the implementation of the Thunderhead Enterprise Communications platform. 
(WHITE PAPER) READ ABSTRACT |

Business Information: Ring My Bell by SearchBusinessAnalytics

October 25, 2013 - (Free Research)
A company's social consciousness, or multichannel awareness, can help it improve customer relationships and the bottom line – in this issue of Business Information. 
(EZINE) READ ABSTRACT |

Social Customer Service: The Pivotal Driver of the Social Enterprise by LiveOps

July 06, 2012 - (Free Research)
Read this paper to see how you can maximize your customer relationship management efforts through social customer service and foster brand loyalty, higher customer lifetime value, enhanced customer experience, and higher revenues. 
(WHITE PAPER) READ ABSTRACT |

GoToAssist Corporate - Remote Support Made Easy™ by GoToAssist

July 28, 2010 - (Free Research)
Citrix® GoToAssist® Corporate™ is a comprehensive and secure remote support solution that helps businesses increase revenue and reduce costs while improving customer satisfaction and problem resolution times. Continue reading this product overview to learn more. 
(PRODUCT OVERVIEW) READ ABSTRACT |

Making WFM Work: Best Practices and ROI Model by Calabrio, Inc.

June 22, 2011 - (Free Research)
There has been tremendous innovation in contact center WFM over the past three years, with new vendors and offerings entering the scene. Find out how the new generation of WFM solutions are easier to use, improve agent satisfaction, enhance customer experience and cut costs. 
(WHITE PAPER) READ ABSTRACT |

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