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..

Addressing Common Contact Center and Enterprise Business Issues with Speech Analytics by Verint Systems April 2008 - (Free Research) As a solution to contact center issues, this paper suggests Speech analytics, which gives organizations the ability tap into existing recorded customer interactions to gain actionable intelligence for improving business performance.  (WHITE PAPER) READ ABSTRACT |

Avaya Aura Contact Center Scripting Demystified by Global Knowledge May 2011 - (Free Research) Why is scripting so daunting to many IT pros? It's not an impossible skill to master - most people can master a simple system if they have the opportunity to practice.  This white paper introduces an identifiable pattern that virtually all Contact Centers follow and associates key elements of that pattern with the corresponding scripting code.  (WHITE PAPER) READ ABSTRACT |

Winning the Customer Service Battle... In the Cloud by Siemens Enterprise Communications April 2013 - (Free Research) Poor customer service is a costly business practice. The time to differentiate your customer service strategy is now – and the cloud can help. View now to learn about cloud contact centers and how they can benefit your business.  (WHITE PAPER) READ ABSTRACT |

Seven Contact Center Trends You Can't Ignore by Siemens Enterprise Communications January 2013 - (Free Research) For customer service contact centers, it's critical to stay on top of the latest in technology and practices in order to provide your customers with the experience they expect. Check our this easy to read resource to discover 7 trends in contact center strategy, so that you can prepare your organization for what's to come  (WHITE PAPER) READ ABSTRACT |

Customer Experience Exchange E-Zine Issue 2 by SearchCRM January 2012 - (Free Research) This second issue of Customer Experience Exchange highlights the contact center. Often an overlooked facet of customer relationship management (CRM), the contact center is usually the first way a customer reaches out to a company and thus should always be considered in CRM strategies.  (EZINE)

Customer Experience Exchange E-Zine: Issue 3 by SearchCRM March 2012 - (Free Research) 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%.  (EZINE)

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

Service Desk Consolidation Cuts Costs and Increases Service Quality by BMC Software, Inc. June 2009 - (Free Research) The service desk is the last place you should try to cut back. For external-facing organizations, quality support keeps customer loyalty and repeat business high and ensures that partners and suppliers can do business with you cost effectively. Read this white paper to discover the path to proper service desk consolidation and its many benefits.  (WHITE PAPER) READ ABSTRACT |

Mobile apps reach the busy customer by SearchCRM March 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 |

The Perfect Combo: ITIL, I.T. Service Management, and Social Media by BMC Software, Inc. August 2012 - (Free Research) Access this white paper to discover how your service desk can facilitate higher levels of productivity for end users with the integration of social media. Help your business gain improved service delivery and support, as well as improved overall customer satisfaction.  (WHITE PAPER) READ ABSTRACT |

Linux Related Technical Support Study by SUSE August 2010 - (Free Research) When it comes to technical support services, not all Linux offerings are created equal. This white paper evaluates three leading Linux vendors on several critical support capabilities, including ease of access to services, knowledge and expertise, and speed and effectiveness of resolution.  (WHITE PAPER) READ ABSTRACT |

Gilt Groupe moves to Virtualzation and Triple's Web Traffic with Riverbed Stingray by Riverbed Technology, Inc. November 2011 - (Free Research) This case study discusses an online reatailer's move to virtualization to increase profits and customer service.  (CASE STUDY) READ ABSTRACT |

Using Social Media to Win Over Customers by SearchCRM March 2013 - (Free Research) While many businesses are eager to join their customers at the social media party, doing so without the proper internal processes in place could spell disaster. In this brief expert e-book, you can learn how to create a successful social CRM initiative (and valuable customer relations) through implementing the right processes and technologies.  (EBOOK) READ ABSTRACT |

How to Profit in a Downturn: 4 Customer-centric Strategies for Growth in a Challenging Market by Pivotal CRM, a CDC Software solution February 2009 - (Free Research) In this white paper, learn how your organization can use customer-centric strategies and CRM tools to maximize the value and loyalty of your customer base. Gain insight into new areas of opportunity and do more with less in a time of economic uncertainty.  (WHITE PAPER) READ ABSTRACT |

General Guidelines for Building Effective Service Catalogs by Global Knowledge December 2011 - (Free Research) 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.  (WHITE PAPER) READ ABSTRACT |

CRM in Financial Services: Best practices, trends and strategy for the new economy by Pivotal CRM, a CDC Software solution November 2010 - (Free Research) Find out how financial services companies are leveraging CRM technology and best practices to improve service and operational efficiency. Read this e-book to learn more.  (EBOOK) READ ABSTRACT |

Podcast - How to Produce an Actionable IT Service Catalog by newScale, Inc. October 2008 - (Free Research) The ITIL (IT Infrastructure Library) best practice framework advocates that IT organizations produce a Service Catalog to document and communicate standard service offerings. As the cornerstone for IT-business alignment, the Service Catalog is...  (PODCAST) READ ABSTRACT |

Cognos: FPM: How KPIs can help motivate and reward the right behavior - Paper #1 – Introduction - White Paper by IBM August 2012 - (Free Research) This paper outlines the value of key performance indicators (KPIs) and why it's integral you set annual targets for each of them and measure performance against them rather than develop strategy maps and generate strategic action plans that drive performance improvement.  (WHITE PAPER) READ ABSTRACT |

Turning Customer Interactions into Money: Using Predictive Analytics to Achieve Stellar ROI by SPSS Inc. Worldwide Headquarters December 2008 - (Free Research) This whitepaper makes the case for using predictive analytics as a catalyst for a company's growth. It includes best practices from several global companies including: Cablecom, Royal & Sun Alliance, and T. Rowe Price. Ultimately, it is about maximizing the level of understanding that can be achieved with customer data.  (WHITE PAPER) READ ABSTRACT |

Customer Experience Exchange E-Zine: Taking a swing at social CRM by SearchCRM May 2012 - (Free Research) This edition of the CEM e-zine examines the role social media can play in your company. Learn how Major League Baseball is capitalizing on this revolution to fill its stands even during the darkest of times of the season, why Pinterest is such a success and how Dell measures it's social media success by tracking 22,000 daily online comments.  (EZINE)

The MSP Report Advantage by N-able Technologies December 2012 - (Free Research) Discover why professional, standardized reports have emerged as a key success factor for many MSPs and IT services providers, helping prove relevance and demonstrate the value of service delivered to their clients. View now to learn how such reporting can help you gain the title of "Trusted Advisor."  (WHITE PAPER) READ ABSTRACT |

Building Value in the Market for Managed Services by N-able Technologies December 2012 - (Free Research) This research-backed independent study unveils the current market dynamics driving MSP adoption, the benefits and challenges of being an MSP, and how solutions from N-able can help you be the best MSP possible.  (WHITE PAPER) READ ABSTRACT |

The Seven Major Obstacles on the Road to Managed Services by N-able Technologies December 2009 - (Free Research) Virtually every IT services business is in the evaluation, planning or implementation phase of a managed services program, and yet very few manage to deliver true high-value services to their customers. This whitepaper discusses the major obstacles to becoming an MSP and how to overcome them so that your organization can enjoy the business benefits  (WHITE PAPER) READ ABSTRACT |

Speeding the Time to Intelligence: Effective Information Management through Business Intelligence Competency Centers and Performance Management by SAS Institute Inc. May 2008 - (Free Research) This article explains in detail about how to arrive at and implement an effective business intelligence strategy, using both a BICC and performance management technology.  (WHITE PAPER) READ ABSTRACT |

Rethinking WCM to Engage and Retain Customers by SearchSoftwareQuality.com May 2013 - (Free Research) View this white paper to learn more about how businesses are altering their web content management (WCM) strategy. Companies are working to manage the customer experience with a more interactive approach. The connection between WCM and customer experience management (CEM) makes it easy for customers to find what they need.  (WHITE PAPER) READ ABSTRACT |

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