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..

Best Practices in the Call Center: A Customer Touch-Point Methodology, Free Oracle Corporation Best Practices by Oracle Corporation January 26, 2009 - (Free Research) One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions.  (WHITE PAPER) READ ABSTRACT |

Four Effective Service Strategies that Drive Brand Advocacy by Oracle Corporation April 25, 2011 - (Free Research) This paper will provide answers, focusing on the four key aspects of service that can combine to create a "WOW!" experience: convenience, speed, relevance, and relationship.  (WHITE PAPER) READ ABSTRACT |

Keeping Your Customers: The Business Value of Customer Experience by Oracle Corporation October 18, 2012 - (Free Research) Watch this video to learn why you must really understand and care about your customers across the lifecycle to remain competitive.  (WEBCAST) READ ABSTRACT |

Customer Care in a Social World: Are We There Yet? by Oracle Corporation March 01, 2012 - (Free Research) This paper explores and explains why the contact center is a key strategic focal point for customer engagement via social channels.  (WHITE PAPER) READ ABSTRACT |

HSBC Calculates Improved IT Support Productivity and Patch Management by Intel Corporation April 02, 2009 - (Free Research) In this ROI investigation , HSBC Mexico can look forward to driving improved operating efficiencies across their IT support model, with a projected positive ROI of 605% and a break-even point achieved in 2 months, while serving as a foundation to drive worldwide adoption and savings through the use of Intel vPro technology.  (WHITE PAPER)

Becoming Value-driven: Focusing on What Matters Most by IBM August 20, 2008 - (Free Research) This white paper provides insight into the six key areas essential for becoming a value-driven organization. Discover how to gain the visibility and control essential to meet and exceed customer needs.  (WHITE PAPER) READ ABSTRACT |

Is Your CRM Solution Keeping Up with the Times? by Oracle Corporation December 01, 2011 - (Free Research) In this white paper, IT Business Edge explains the key business and technology factors to consider in deciding whether and when to upgrade your CRM system, including the Software-as-a-Service (SaaS) factor.  (WHITE PAPER) READ ABSTRACT |

Cross-Channel Commerce: A Consumer Research Study by Oracle Corporation April 25, 2011 - (Free Research) The number of channels which consumers use to research and purchase products or services is growing. This white paper takes a look at a recent survey of consumer buying habits in regards to the number of channels they use when shopping and how businesses can provide a better experience across these channels for their customers.  (WHITE PAPER) READ ABSTRACT |

Using enterprise architecture to develop a blueprint for improving your energy efficiency and reducing your carbon footprint by IBM December 31, 2008 - (Free Research) This whitepaper is about enterprise architecture as it pertains to finding and maximizing the business value in greener operations. Higher energy efficiency and a smaller carbon footprint are obvious areas of interest for any business, but how do you balance these goals with productivity, customer service, and all your other business concerns?  (WHITE PAPER) READ ABSTRACT |

Oracle Advanced Customer Services: Solution Support Center by Oracle Corporation February 19, 2008 - (Free Research) The Oracle Solution Support Center, Oracle's most comprehensive Advanced Customer Service, is the best way to protect mission-critical operations and drive business success.  (WEBCAST) READ ABSTRACT |

Journal of Management Excellence: Organizing for Management Excellence by Oracle Corporation September 01, 2008 - (Free Research) Many organizations have achieved dramatic performance improvements by sustaining a focus on strategy implementation. We have captured and codified a body of knowledge from these successful organizations that provides the foundation for an emerging professional function focused on the management of strategy.  (JOURNAL ARTICLE) READ ABSTRACT |

Deploying Customer Service in the Cloud: The Four Phases from Implementation to Transformation by Oracle Corporation November 30, 2012 - (Free Research) This white paper is a business guide for customer service executives and managers who have already made the decision to deploy customer service in the cloud but need further insight into the best practices for how to further evolve customer service in the cloud through four phases: implementation, consolidation, optimization and transformation.  (WHITE PAPER) READ ABSTRACT |

Agile , Secure, Reliable:  World-Class Customer Service in the Cloud by Oracle Corporation September 01, 2012 - (Free Research) Businesses looking to reduce the costs of customer service should look to the cloud. A recent Frost and Sullivan study found that cloud-based contact centers can reduce TCO by 77% in the first year vs. on-premise systems. Read on to learn about a cloud-based customer service platform and the benefits it can provide your business.  (WHITE PAPER) READ ABSTRACT |

Why Deliver Extraordinary Customer Service? by Oracle Corporation March 21, 2011 - (Free Research) Organizations need to differentiate themselves by providing personalized and rewarding service that leverages the unique value of all customer touch points. If done well, a company can transform customer service into a competitive advantage, and use it to turn a buyer into a customer for life.  (WHITE PAPER) READ ABSTRACT |

How to Handle the New Customer Revolution by Oracle Corporation October 18, 2012 - (Free Research) Watch this video to learn why the cloud is the best way to deliver agile customer service because of its continuous updates and minimal IT capability requirements.  (WEBCAST) READ ABSTRACT |

Is Social Media Transforming Your Business? by Oracle Corporation March 01, 2012 - (Free Research) It's no secret that social media has changed consumer behaviors – but most companies are struggling to capitalize on the unique opportunities it has to offer. Review this resource to learn how incorporating social media into knowledge management, contact centers, and the Web can substantially enhance your customer's experience.    (WHITE PAPER) READ ABSTRACT |

City of Los Angeles Improves Customer Satisfaction with Self-Service Portal Presentation Transcript by Oracle Corporation April 15, 2013 - (Free Research) Today's customer is demanding easier, faster access to answers and problem solutions, and to meet these demands, many organizations turn to customer self-service strategies. Check out this presentation transcript to learn how Los Angeles Department of Water and Power implemented a customer self-service portal to standardize customer service levels.  (PRESENTATION TRANSCRIPT) READ ABSTRACT |

Connect the Online Customer Experience with Oracle WebCenter Sites Presentation Transcript by Oracle Corporation April 15, 2013 - (Free Research) Most customers today interact with businesses on the web, so it's crucial that your organization's web presence meets their expectations. Read this presentation transcript from a webcast outlining the tools needed to help your business deliver an engaging, personalized online customer experience, starting with your web content management strategy.  (PRESENTATION TRANSCRIPT) READ ABSTRACT |

Empowerment as a Growth Strategy by Oracle Corporation September 2007 - (Free Research) Companies are using technology and other tools to help employees deliver an organization's best collective thinking during each customer interaction. Among them is Hewlett-Packard (HP), which we will feature in this paper. We will also explain why empowering your key customer-facing employees is the new path to achieving extraordinary results.  (WHITE PAPER) READ ABSTRACT |

Deliver Extraordinary Customer Experience by Oracle Corporation October 2012 - (Free Research) Organizations need to differentiate themselves by providing personalized and rewarding service that leverages the unique value of all customer touch points. If done well, a company can transform customer service into a competitive advantage, and use it to turn a buyer into a customer for life. Read on to learn more.  (WHITE PAPER) READ ABSTRACT |

Knowledge-Infused Customer Relationship Management: A Game-Changing Investment for Customer Support by Oracle Corporation November 2011 - (Free Research) Most customer service organizations have recently seen operational budgets cut by nearly 20%. In addition, the goal of maintaining quality customer service has become more difficult to achieve. Organizations must now deliver the same levels of service with fewer resources. Can it be done? Read on, and find out how.  (WHITE PAPER) READ ABSTRACT |

Deliver Extraordinary Customer Experience by Oracle Corporation February 2010 - (Free Research) Organizations need to differentiate themselves by providing personalized and rewarding service that leverages the unique value of all customer touch points. If done well, a company can transform customer service into a competitive advantage, and use it to turn a buyer into a customer for life. Read on to learn more.  (WHITE PAPER) READ ABSTRACT |

Commerce Anywhere: A Business and Technology Strategy to Maximize Cross-Channel Commerce Growth by Oracle Corporation April 2011 - (Free Research) E-commerce has gone from fringe to foundation. Now, businesses must tailor their customer serivce approach to the more complex "anytime, anywhere" customer with mobile device in hand. This white paper from Oracle details the "commerce anywhere" approach.  (WHITE PAPER) READ ABSTRACT |

Accela Video Whitepaper: Differentiate Your Company with Complete CRM by Oracle Corporation April 2010 - (Free Research) Interactions between partners, customers, and employees are much faster-paced in our highly-networked world. It is important that CRM solutions understand these relationships. Watch this video to learn strategies for CRM evolution.  (VIDEO) READ ABSTRACT |

Cloud Cover for the Call Center: Meeting Demands Intelligently and Efficiently by Oracle Corporation March 2012 - (Free Research) 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.  (WHITE PAPER) READ ABSTRACT |

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