This expert white paper from Forrester Research discusses how the role of the sales person has changed in today's digital world and the four types of salespeople in the 21st century. 

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%. 

This white paper takes a look at speech analytics and how companies are using cloud-based solutions to transform customer conversations into business insight. 

Companies need to take their customer experience to the next level. This means being more responsive and proactive, delivering consistently on brand promises, listening to customers and acting on that insight. Read on to learn why customer trust is critical to your business and how to successfully build your customer's trust. 

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. 

This white paper shows you how to create a sustainable approach to access certifications and discusses how it enables your company to establish full visibility of user entitlements and roles and automate access certifications and compliance reporting. 

We are excited to announce our Information Governance Online Symposium – an online classroom designed to provide progressive learning content specifically for your senior IT, records management and compliance teams. 

This week's Computer Weekly examines how the Football Association's IT director is using technology to help improve the prospects for the England national team. Our Buyer's Guide to government IT looks at the future of open source in the public sector and we report from Infosec 2012 on the rising number of cyber attacks. Read the issue now. 

This paper identifies 5 key SEC alarms and explains how the right technology can support best practices to avoid triggering them. View now to explore critical issues including insider trading, books and records retention, service provider due diligence, and more. 

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. 

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. 

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.