In this third edition of the Customer Experience Exchange e-zine, Chris Maxcer delves into world of incorporating team-building activities into contact center agents' schedules, Vangie Beal discusses Dell's six-year investment in social media and Anna Fiorentino writes about why customer loyalty has dipped nearly 10%. 

In this white paper, find out how to realize the benefits of service catalogs by following ITIL guidelines and tips from organizations that have successfully implemented service catalogs. 

This case study examines a food services company that needed to find a more efficient way to keep track of and manage food and laundry inventories, address customer concerns in the call center, automate processes, and manage tax calculation processes. Continue reading to discover the software they used to effectively meet their business needs. 

KnowledgeStorm and The Artemis Group conducted an in-depth analysis of 15,452 Web leads generated by KnowledgeStorm. The objective of this study was to identify characteristics of Web leads that maximize sales opportunities and to debunk myths around what makes a good sales lead. 

IANS conducted a Return on Security (ROS) analysis on Q1 Labs’ product, QRadar© Security Intelligence Platform, interviewed two Q1 Labs customers using QRadar to assess the ROS. The data yielded from the interviews showed substantial benefit to the organizations for the cost, both in money and staff time. 

The customer is king. Learn how analytics can help with the royal treatment. 

In this resource, explore the major DDoS trends that took place in 2011 and what to expect in 2012. View now to uncover 10 key trends that separate truth from industry myths to help you better prepare for what's to come. 

This white paper discusses the ways in which organizations are striving to maintain excellent customer service for all types of clients while at the same time controlling support costs. Read this white paper to learn more. 

<p>The emergence of WikiLeaks and Stuxnet have highlighted the need for a more proactive approach to counter advanced threats and detect anomalous behavior. In this webcast, uncover how organizations are using security intelligence platforms to identify emerging threats based on context and situational awareness.</p> 

Watch this video demo to learn about Infor CRM Epiphany Interaction Advisor, an all-in-one customer interaction system that provides you with valuable customer insight for enhanced interactions and increased customer loyalty. 

This paper from the Open Group reveals how banks can benefit from combining complementary industry frameworks on enterprise architecture. 

It is well-known that eCommerce transactions require a level of trust between participants in that trust, in this context, gives each partner confidence that the other will fulfil his part of a bargain in the future.