This paper offers information on rapidly developing a cross-channel strategy that reflects current customer trends and priorities, assesses a company’s Channel Capability Maturity, and helps to determine optimal future maturity needed to support the channel strategy. 

This white paper provides insight on how to retain Generation Y contact center employees so your business can flourish and stay within budget. 

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. 

If your organization isn't on the cloud yet when it comes to customer service, then you may be severely disadvantaged. Competition for customer service is increasing and your company needs all the latest tools to stay ahead of the game. Read this white paper to learn how four contact centers adopted agile cloud-based computing technologies. 

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. 

With HP's contact centre and customer services, la Caixa was able to expand and continue to provide excellent service to their customers. Read this case study now to learn more about HP's call centre and contact centre offerings. 

This tip guide features chapter 6 from Paul R. Timm's book, 'Technology and Customer Service: Profitable Relationship Building.' Access this resource now to learn how to align business process with customer relationship management (CRM) initiatives, tips for CRM strategy and how to effectively leverage the call center to improve customer loyalty. 

As businesses embrace the digital revolution, they're rethinking what customers value most and creating operating models that take advantage of what’s newly possible for competitive differentiation. This report is designed to provide senior executives with analysis and insight on how fast and how far to go on the path to digital transformation. 

In this article, we describe how some key Digital Britain proposals have been implemented in the Digital Economy Act 2010. 

The ZANTAZ Digital Safe product family has become the solution of choice for leading securities firms, insurance companies and large governmental agencies. 

This paper examines how media organizations are deploying DataDirect Networks (DDN) solutions to solve operational challenges and capitalize on new streams of revenue. 

Access this case study to learn how a company deployed WIC Messenger to automatically push an up-to-date list of PINs to each BlackBerry smartphone so users could easily contact each other in the event of a power outage or email service disruption. 

By shifting the focus from physical systems to end-user digital identities, the Dell Flexible Computing framework helps simplify image management, hardware transitions, and security through central IT control of virtualized client devices.