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 touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions. 

Learn how leading Insurers are using MarketTools’ CustomerSat to gather and analyze feedback from customers, employees, and others, as well manage timely responses to this feedback. 

As the following pages will demonstrate, the evidence is that improving Business Transaction Assurance presents a real bottom-line opportunity and is moving high up the business agenda. However, companies' current systems are not equipped with the necessary tools to manage and control such transactions. 

This white paper summarizes the benefits of the MarketTools CustomerSat Design Methodology, a proven approach to designing enterprise-wide feedback systems that MarketTools CustomerSat professionals have developed, refined, and perfected over nearly a decade. 

This paper illustrates that solutions exist today with a proven track record of success in helping companies make the transition to 100% electronic AR invoicing while satisfying their customers' needs. 

This white paper by Dr. Walid el Abed, CEO of Global Data Excellence, discusses how an effective data strategy embedded within the business strategy can turn data into a real competitive advantage, deliver short and longer term value and enable business success and sustainability. 

This paper discusses some of the common myths about infrastructure monitoring, and addresses how to ensure your infrastructure monitoring is responsive enough to satisfy and retain your customers. 

Cloud storage presents Managed Service Providers an exciting opportunity to help customers accommodate data growth, but can raise doubts about security, privacy, and compliance. As THINKStrategies notes, choosing the right cloud storage partner is essential to maintaining customers’ trust. 

This report is a guide for identifying best practices in online content Research Benchmark management and maximizing business benefits of the web. The findings highlight the strategic value of web content management and link the technology and practices of Best-in-Class organizations to top line revenue, customer loyalty, and customer experience. 

This paper focuses on consumer products manufacturers and the strategy of customer-focused innovation, exploring NGM study questions and examines business areas where customer-focused innovation has potential to influence performance outcomes. Read on to learn how ways to effectively identify and satisfy customer demand. 

Read this paper to see how HP's Business Availability Center software can help you monitor customer experience and proactively identify issues before they become problems. 

This whitepaper will demonstrate why Data Services are a foundation requirement for enterprise SOA deployments by describing how just how valuable, and complex, business data is for the businesses that rely on it.