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%. 

<p>Access this white paper to discover how your organisation can reduce downtime with the use of proactive support services. Ideal for virtualised and converged infrastructures, these services can ensure high availability with the use of proactive scans and platform revision management.  </p> 

Read this white paper to weigh the pros and cons of using Git to develop open source software. Learn how its ability to provide local repositories with repository replications makes it architecturally more scalable than many software change and configuration management (SCCM) systems if you use it within an enterprise-ready SCCM context. 

When software company AQS, Inc. needed to build consistency in their source code management and automate change processes they leveraged a change and configuration management system. Read this case study to learn the benefits they were able to achieve. 

Learn how to leverage and extend the value of security intelligence to automate risk management functions in mission critical areas including network and security configuration, compliance management and vulnerability assessment. View now to uncover 5 steps to proactive risk management to change your security posture from reactive to predictive. 

<p>Given the competitive marketplace, evaluating source code analysis tools can be overwhelming. This case study highlights one recommended offering, the quality indicators it provided, and the results one organization achieved after implementing it.</p> 

The globalization of all industries, the need to decrease application lifecycles and the adoption of agile tools and methods are building momentum and taking on a life of their own. Enterprises of all kinds are realizing that their traditional software development tools and approaches can no longer deliver end-to-end ALM for business agility. 

Read this white paper to get a framework, plan and recommended best practices for transforming your siloed contact centers into a multi-channel servicing environment. 

This comprehensive white paper explores the call center landscape, details the benefits of hosted call centers along with the risks involved in cloud-based services. 

<p>Discover how your organization can protect its expanding IT environment with effective support services. This white paper explores a proactive solution that can diagnose problems quickly to reduce downtime.</p> 

Is social CRM just hype or is it really worth your business's time? Read this eBook from SearchCRM.com for expert advice. 

In seven simple steps, eBusiness, customer experience and contact center professionals can right channel online customer service inquiries, boosting sales and customer satisfaction while reducing customer service costs by delivering the right information and service to the right customer at the right time.