Customer Service Management White Papers, Customer Service Management Software, Customer Service Management Research, Hardware and Services

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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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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Five Easy Steps to Optimizing Your IT Services by CA Technologies.

December 08, 2011 - (Free Research)

IT service management is filled with complexity due to outsourcing, cloud technologies and customer demands. Watch this webcast to uncover 5 strategies for optimizing your IT services and improving business process management.

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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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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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Optimizing Service Desk Value by FrontRange Solutions Inc.

December 23, 2011 - (Free Research)

In this white paper, learn how service management that includes incident, problem, and change management allows you to provide more proactive service that increases efficiencies and lower costs.

(WHITE PAPER)

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IT Automation - IT Service Management Strategies for Success by FrontRange Solutions Inc.

December 19, 2011 - (Free Research)

Learn how to use automation to cut costs and optimize your service desk, software budget, and software management.

(WHITE PAPER)

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The Total Economic Impact of CA Technologies’ Business Service Insight Solution by CA Technologies.

December 07, 2011 - (Free Research)

Read this study conducted by Forrester Consulting on behalf of CA Technologies, you learn about the ROI impact of a SLA management platform that offers features for data metrics, automation, performance monitoring, and more.

(WHITE PAPER)

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A New View of Service Level Management by CA Technologies.

December 08, 2011 - (Free Research)

Once you cut through the hype surrounding the cloud, one thing becomes clear: As enterprise adoption of the public cloud grows, practical and concrete issues for service level management are real and need to be addressed. Inside this white paper, uncover valuable best practices for harnessing public cloud services to meet SLAs.

(WHITE PAPER)

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Driving the SLM process in ITIL: Why it should be your priority by CA Technologies.

December 08, 2011 - (Free Research)

The notion of service level management is fundamental to business success. Why? Because service level management drives customer satisfaction and retention. In this webcast, learn how to meet SLAs through different strategies such as testing, quality control and capacity management.

(WEBCAST)

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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.

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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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Service. Smarter. Thriving in the age of the empowered customer by IBM

January 30, 2012 - (Free Research)

In this white paper, learn all about IBM's smarter commerce approach, which considers the entirety of the business-to-business (B2B) and business-to-consumer (B2C) experience. Read on and gain insight into how you can separate yourself from the competition by offering outstanding customer care in the days, months and even years after a sale.

(WHITE PAPER)

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Transform your Service Organization Into a Performance-Driven Leader by ViryaNet Ltd (E-mail this company)

January 23, 2012 - (Free Research)

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

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BoldChat Whitepaper: Proactive Chat by LogMeIn, Inc.

February 06, 2012 - (Free Research)

If you are unfamiliar with proactive chat or already have proactive chat software and want to learn how to make the most of it, then check out this white paper to gain a strong understanding.

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The Total Economic Impact Of Click to Call And Click to Chat by Oracle Corporation

April 25, 2011 - (Free Research)

This white paper provides an overview of the results of a Forrester Consulting survey on the total economic impact and potential return on investment of deploying click to call and click to chat solutions. Continue reading to learn about the evaluation methods, results and more.

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Protect Your Customer Base by Ensuring the Best Customer Experience by LogMeIn, Inc.

February 01, 2012 - (Free Research)

Access this whitepaper to learn more about the changing landscape for mobile devices and platforms, and how remote support can help improve customer service.

(WHITE PAPER)

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Customer Experience Exchange E-Zine Issue 2 by SearchCRM

January 31, 2012 - (Free Research)

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.

(EZINE)

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Can Your Center Keep Up with the Changes? Manage the Avalanche of Complexity and Still Control Costs by Calabrio, Inc.

January 25, 2012 - (Free Research)

Read this white paper to learn more about the future changes with contact centers and the best ways to prepare your organization for these changes.

(WHITE PAPER)

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The Inner Circle Guide to Speech Analytics by Calabrio, Inc.

January 25, 2012 - (Free Research)

Read this comprehensive paper to gain valuable information for getting the most out of a speech analytics system.

(WHITE PAPER)

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North American Contact Center Industry 2011: A Mid-Year Update and Forecast by Calabrio, Inc.

January 25, 2012 - (Free Research)

This informative market update from The National Association of Call Centers (NACC) provides a comprehensive look at the industry.

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The Customer Experience Edge by SAP America, Inc.

July 25, 2011 - (Free Research)

Getting the right mix of quality service, engagement and communication is difficult, and it's not uncommon for an organization's customer service score to fall short of the experience they believe they are providing. This e-book preview excerpt delves into the finer details of providing a quality customer experience.

(EBOOK)

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Metrics for Social Customer Service by SAP America, Inc.

July 25, 2011 - (Free Research)

This e-book examines the need to adopt new metrics for customer service in response to the new ways they engage customers using social media and networks. Inside, learn how to avoid the common pitfall of adding new metrics to traditional performance measurement systems.

(EBOOK)

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Yahoo, Amex talk up different customer service approaches by Infor CRM

January 24, 2012 - (Free Research)

Access this tip guide to learn how American Express and Yahoo Inc., have conquered customer service obstacles while also decreasing customer relationship management (CRM) budgets.

(EGUIDE)

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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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We are always striving to improve our customer experience. Please notify us if there is a company missing that you feel should be in our directory.