This video explains how you can combine interactive voice response (IVR) and ACD systems into one that tracks calls, call waits and offers "self-service" options for callers with a long wait. Watch this now to see a detailed overview of this all-in-one system that will save your organization money. 

This white paper explains how you should balance customer service and organization efficiency by using performance data. 

To jump-start your customer experience efforts, Tealeaf, the leader in online Customer Experience Management (CEM) software, recommends in this white paper five best practices that you can implement today to establish an online customer experience competency within your organization. Continue reading to learn more. 

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. 

Financial institutions need to take immediate steps to ensure they understand the experience of their customers who are transacting online. In this white paper learn how to implement an effective customer experience management (CEM) to help build customer loyalty, revenue, cost savings, and more. 

With more accurate sales forecasts and enhanced identification of potential problems and opportunities, Oracle Sales Analytics helps close business faster and increase overall sales revenue. Read this data sheet to learn more. 

Sign up today for this valuable webcast to learn how integrated Web-to-mainframe performance management can help you achieve higher levels of availability, performance and customer success rates. 

Take a look at how organizations are taking strides to align business strategy with actual initiatives, projects, and daily activities - in short, to close the gap between strategy and execution. 

This IDG Research Services study demonstrates that CIOs and IT leaders recognize the business impact of application performance. It's all about end-user and customer satisfaction, increasing productivity, and lowering costs.  

This paper offers practical advice on how to plan for, build, and market an analytics product. If you execute product development and rollout well, you can grow your business, build customer satisfaction, and improve the “stickiness” of your product. But like any great opportunity, success requires careful planning and attention to detail. 

IBM Cognos software helps K-12 organizations increase visibility and improve decision making, driving improved student performance, lowered cost of interventions, greater productivity, and lower operating costs. 

In this paper, discover how performance metrics for P2P’s newly enhanced capabilities can evolve to formally codify the value of the function to enterprise goals such as customer satisfaction or working capital performance. 

This white paper addresses HR challenges and metrics solutions for improving operations.