Customer Service Library Principles White Papers, Customer Service Library Principles Software, Customer Service Library Principles Research, Hardware and Services

Business Skill Courseware by SkillSoft Corporation

SkillSoft’s Business Skills Library focuses on behavioral skills that are designed for business professionals and key to performance regardless of job responsibility, as well as the skills and knowledge that are relevant to the various areas of functional responsibility in today’s business organizations.

(ASP & SOFTWARE PRODUCT)

Executive Dialogue: Finding Customer Loyalty in a Multichannel World by Oracle Corporation

March 02, 2010 - (Free Research)

Loyal customers are the lifeblood of a business. Read this paper for a discussion, given by executives Don Peppers and Melissa Boxer, of the four key principles of success in gaining customer loyalty.

(WHITE PAPER)

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5 Ways ERP Can Help You Implement Lean by Epicor Software Corporation

April 01, 2007 - (Free Research)

Improve productivity and customer service with a lean approach to manufacturing. Read this white paper to learn how ERP works with lean to identify value and non-value components with your SAP system to give you a competitive edge.

(WHITE PAPER)

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IT Courseware by SkillSoft Corporation

SkillSoft's IT Skills instruction is designed to encourage and prompt frequent learner interaction with the course content. SkillSoft maintains courseware integrity and effectiveness by offering a balance of thorough instruction, challenging practice exercises and quizzes.

(ASP & SOFTWARE PRODUCT)

Service-Oriented Cloud Computing Infrastructure (SOCCI) Framework by ComputerWeekly.com

January 17, 2012 - (Free Research)

Download the Service-Oriented Cloud Computing Infrastructure (SOCCI) Framework from the Open Group.

(ESSENTIAL GUIDE)

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General Guidelines for Building Effective Service Catalogs by Global Knowledge

December 06, 2011 - (Free Research)

In this white paper, find out how to realize the benefits of service catalogs by following ITIL guidelines and tips from organizations that have successfully implemented service catalogs.

(WHITE PAPER)

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One-Stop Shop: Best Practices to Streamline your Service Desk by Nimsoft, Inc.

September 22, 2011 - (Free Research)

Your service desk should be the one stop shop for internal and external customers. But, in order for IT to be the orchestrator of knowledge and the service catalog, you need to provide excellent service and quick response times. Watch this webcast and discover the most current recommendations for service delivery and management best practices.

(WEBCAST)

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See into Your IT Future with Real-time, Automated ITSM by CA Technologies.

May 08, 2012 - (Free Research)

Access this brief webcast to discover an innovative new IT Service Management software (ITSM) designed to enable enterprises to quickly recognize, respond to, and resolve ITSM issues through automation and end-to-end visibility – as well as identify potential problems and resolve them before they affect the business.

(WEBCAST)

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Business Forecasting: Six Design Principles for Healthier Forecasts by IBM

June 16, 2010 - (Free Research)

Success depends on healthy and accurate forecasts. A rolling forecasting approach is typically helpful in developing or restoring your forecasting practices to full health. This paper from IBM offers up six principals that should be mainstays in your forecasting blueprint and also outlines an example of successful rolling forecasts in practice.

(WHITE PAPER)

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The New Economics of Terminal Emulation by Micro Focus, Ltd

April 06, 2011 - (Free Research)

The new economics of terminal emulation enables organizations to cut costs from the IT infrastructure while continuing to provide users with a productive, innovative, fully de-risked and supported working environment.

(WHITE PAPER)

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Pragmatic ITIL: Bridging the Gulf between Theory and Practice by Nimsoft, Inc.

January 04, 2012 - (Free Research)

While the consensus around the benefits of ITIL is virtually universal, ITIL initiatives run the gamut – both in terms of costs and benefits. Learn how your service management platform can play a huge role in the degree to which you realize the potential benefits of ITIL in your organization.

(WHITE PAPER)

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The Information Technology Modernization Challenge - Maintain or Innovate by Oracle Corporation

June 01, 2010 - (Free Research)

Download the new Oracle Whitepaper, The Information Technology Modernization Challenge: Maintain or Innovate and learn how Oracle Advanced Customer Services experts can help your organization drive massive efficiencies and near-term cost savings into your existing infrastructure.

(WHITE PAPER)

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Lean Manufacturing by IFS

January 11, 2012 - (Free Research)

This paper illustrates how IFS Applications support lean principles, particularly in the many manufacturing environments that require both rate-based and order-based shop floor execution. This hybrid approach lets you go lean step by step, as you are able, not because an inflexible system forces you to do so.

(WHITE PAPER)

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7 Principles of VMware by VMware, Inc.

May 30, 2012 - (Free Research)

<p>You need to have an effective strategy in place before you can get started with your cloud initiative. This case study discusses the cloud deployment tactic one organization decided on, its key architectural components, and the benefits they achieved after executing it.</p>

(CASE STUDY)

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Building Blocks to a Private Cloud by Cisco Systems, Inc.

December 31, 2009 - (Free Research)

<p>Many companies view cloud computing as a replacement for their traditional IT systems, but this new technology can actually supplement existing infrastructures. This white paper explores the relationship between virtualization and cloud computing and reveals the essential characteristics that define each of these IT models.</p>

(WHITE PAPER)

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Creating the hybrid organisation: Making public and private sector organisations relevant in the new economy by ComputerWeekly.com

June 15, 2010 - (Free Research)

This paper aims to explore the role and relevance of organisations in a future defined by economic uncertainty, changing workforce demographics, globalisation and rapid developments in social and business technologies.

(WHITE PAPER)

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Transforming the Customer Experience: How Four Contact Centers Did It Successfully by inContact

September 15, 2011 - (Free Research)

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.

(WHITE PAPER)

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Top 5 Ways to Make IVR Work For You and Your Customers by inContact

January 18, 2012 - (Free Research)

This white paper describes five tips and challenges for using Interactive Voice Response (IVR) systems.

(WHITE PAPER)

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Best Practices for Transforming to a Multi-Channel Contact Center by inContact

January 18, 2012 - (Free Research)

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.

(WHITE PAPER)

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BancVue is Winning the War Against the Big Banks with Sugar Professional by SugarCRM Inc.

November 08, 2010 - (Free Research)

Read this case study to learn how BancVue utilized Sugar Professional to optimize their customer’s business models and extend the base model contract module for improved contract management. Continue reading to learn how BancVue is winning the war against the big banks with the help of Sugar Professional.

(CASE STUDY)

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Knowledge-Infused Customer Relationship Management: A Game-Changing Investment for Customer Support by Oracle Corporation

November 16, 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)

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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)

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Case Study: la Caixa - Bank takes customer and employee support to the next level by Hewlett-Packard Limited

January 05, 2012 - (Free Research)

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.

(CASE STUDY)

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Adapt your contact center for increased customer satisfaction by inContact

January 20, 2012 - (Free Research)

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.

(VIDEO)

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Cisco Unified CRM Connector 3.0 by Cisco Systems, Inc.

The Cisco Unified Communications system is a full-featured business communications system built into an intelligent IP network.

(HARDWARE PRODUCT)

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