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%. 

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. 

This document is designed to give you a better chance of successfully implementing CRM software solutions and focus is on implementing CRM software in small to medium sized organizations. 

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. 

Enteo has developed a full set of integrated products to manage each step in the system lifecycle; together, they comprise the most efficient solution portfolio in the area of system management today. 

Business intelligence (BI) allows organizations to better understand, analyze, and even predict what's occurring in their company. 

This report represents the summary findings of our thirteenth annual survey of challenges impacting sales performance today. 

Read this report to learn how Forrester Research rated 24 CRM solutions in terms of their strengths and weaknesses in supporting four key cross-functional processes in the finance and insurance industry. 

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. 

Service-oriented architecture (SOA) enables different programs, applications, and tools to interact via self-contained services that do not depend on the context or state of the other service. This white paper provides insight into the top-four worst practices for SOA integration, and how to avoid and/or overcome these worst practices. 

USA Technologies sought a solution that offered better QA and testing to meet the expanding demand of transactions at its 48,000 point-of-sale, cashless micro-transaction machines. This paper outlines the solution it chose and how it offers an automated software load and elevated performance testing. Read this to learn more about its benefits. 

This paper covers many of the complications and complexities of managing a call center. It explores the various solutions available and offers pros and cons to each of the options. It shows the positive financial impact picking the right choice can have.