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. 

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. 

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. 

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. 

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. 

In late 2004 and early 2005, DB Kay & Associates conducted a market survey to uncover the best practices for deploying Virtual Support Networks. 

This paper offers insight into an option that capitalizes on predictive analytics, enabling your business to target, optimize and automate your customer-centric interactions. Read this now and learn from other successful companies 10 pivotal tips - including careful planning and setting goals - that will help you craft the perfect data mining plan. 

In this expert e-guide, readers will learn best practices for allocating resources for CEM and tips for taking an employee-centric approach to CEM. 

In spirit, both traditional and agile project delivery embody similar principles and practices that aim to deliver measurable results 

In this two part course, Deputy Executive Director for ARMA International, Diane K. Carlisle, reveals how Generally Accepted Recordkeeping Principles (GARP®) is designed to assist organizations in implementing records systems and policies to keep you out of the headlines for the wrong reasons. 

There is no question that the successful implementation of Service Oriented Architecture (SOA) relies on a careful and holistic approach to business planning. One of the most important tools in the evaluation, purchase, and ongoing use of SOA is this body of best practices that vendors, consultants, and customers have compiled. 

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.