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Advanced Meter Infrastructure: Composite Technologies to Meet New Demands in Sales and Customer Service by SAP America, Inc..
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A Mobile Customer Service Strategy: Research Report and Best Practices Guide by Aspect

December 31, 2013 - (Free Research)
Contact center professionals are quickly realizing that they must support customers via mobile devices -- but implementing that mobile support isn't always easy for organizations. In this report, get the info you need to create and implement a successful mobile customer service strategy. 
(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 |

5 Web Self-Service Pitfalls: What Every Contact Center Manager Must Know by eGain Communications Corp.

February 17, 2010 - (Free Research)
This paper discusses and analyzes 5 myths frequently encountered in the context of self-service strategies and implementations, and offers proven industry best practices to counter them. This paper will be a valuable resource for you as you develop, implement, and refine your customer self-service strategy. 
(WHITE PAPER) READ ABSTRACT |

Use effective call centers to build customer loyalty by Infor CRM

February 08, 2012 - (Free Research)
This tip guide features chapter 6 from Paul R. Timm's book, 'Technology and Customer Service: Profitable Relationship Building.' Access this resource now to learn how to align business process with customer relationship management (CRM) initiatives, tips for CRM strategy and how to effectively leverage the call center to improve customer loyalty. 
(EGUIDE) READ ABSTRACT |

5 Ways to Optimize Your Workforce by Aspect

December 14, 2012 - (Free Research)
You need to provide a flexible, efficient and consistent customer experience, but with the myriad of communication channels available today, legacy service strategies are inadequate. Read on to learn how unified communications and workforce optimization can provide the visibility and control needed to deliver exceptional customer service. 
(WHITE PAPER) READ ABSTRACT |

The mini-guide to social customer service by Salesforce.com

July 01, 2012 - (Free Research)
<p>Social media has fundamentally changed the world of customer service. This comprehensive guide outlines the keys to success to realize your social customer service potential. Learn why actively engaging with customers is imperative, 4 vital customer services areas to focus on, and more.</p> 
(WHITE PAPER) READ ABSTRACT |

UPMC Health Plan Optimizes Customer Conversations to Ensure Service Excellence by Genesys

September 16, 2013 - (Free Research)
Consult this case study today to learn how UPMC Health Plan developed an innovative customer service strategy that provided consistent, personal customer experiences, enabled constant service improvements, and more. 
(CASE STUDY) READ ABSTRACT |

Still Struggling to Reduce Call Center Costs without Losing Customers? by SAP AG

February 01, 2008 - (Free Research)
Efficient call centers that also meet customer expectations is a challenge that many organizations face. Discover the key steps to turning your call center into a strategic asset. 
(WHITE PAPER) READ ABSTRACT |

4 Steps to Private Cloud Success by Cisco Systems, Inc.

May 25, 2012 - (Free Research)
Many IT professionals are overwhelmed by the process required to implement a private cloud. This white paper offers proven tips to help you effectively deploy and manage this technology so you can fully leverage its benefits. 
(WHITE PAPER) READ ABSTRACT |

4 Steps to Private Cloud Success by Cisco Systems, Inc.

May 25, 2012 - (Free Research)
Many IT professionals are overwhelmed by the process required to implement a private cloud. This white paper offers proven tips to help you effectively deploy and manage this technology so you can fully leverage its benefits. 
(WHITE PAPER) READ ABSTRACT |

Ovum: Business tips for using SMS and web chat by ComputerWeekly.com

February 21, 2011 - (Free Research)
Web chat and SMS offer ways for enterprises to broaden channel support and personalize customer service without spending on complex solutions. While both solutions offer business benefits via customer outreach and support capabilities, they are currently two separate solutions. 
(WHITE PAPER) READ ABSTRACT |

Knowledge Management: 5 Steps to Getting It Right the First Time by Oracle Corporation UK Ltd

September 30, 2012 - (Free Research)
This eBook sets out 5 simple steps for optimizing customer service and support with an effective, best-practice-led knowledge management initiative. 
(WHITE PAPER) READ ABSTRACT |

Knowledge Management: 5 Steps to Getting It Right the First Time by Oracle Corporation

September 01, 2012 - (Free Research)
This eBook sets out 5 simple steps for optimizing customer service and support with an effective, best-practice-led knowledge management initiative. 
(EBOOK) READ ABSTRACT |

E-Guide: CIOs weigh in on virtualization and big data by Dell, Inc.

November 30, 2011 - (Free Research)
CIOs are buzzing about virtualization technologies and tools for big data analysis due to benefits in areas such as productivity, business agility and customer service. Inside this exclusive e-guide, learn how your company can take advantage of both virtualization and big data analysis for a clear competitive advantage. 
(EGUIDE) READ ABSTRACT |

Will Your Customers Really Wait for You to Get Service Experience Right? by KANA (E-mail this company)

June 21, 2012 - (Free Research)
In order to prosper in today’s challenging environment, delivering high quality customer service is critical. This paper outlines an approach to building a solid customer service strategy and addresses common challenges as well as tips for avoiding and overcoming pitfalls. 
(WHITE PAPER) READ ABSTRACT |

How Mobile Devices are Driving Innovations in Contact Centers by Avaya

October 29, 2012 - (Free Research)
Failing to adopt a customer service strategy for mobile devices could put your business at a serious disadvantage. Gartner research suggests that 80% of companies will suffer revenue loss from the lack of customer support on mobile devices by 2013. Read this paper to learn how to utilize the opportunities mobility offers customer service. 
(WHITE PAPER) READ ABSTRACT |

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)

Gartner: CIO checklist for next-generation mobile strategies by ComputerWeekly.com

July 31, 2012 - (Free Research)
This article by Gartner analysts provides CIOs with a checklist of guidelines and questions to help businesses make the most out of the next generation mobile technology. 
(ANALYST BRIEF) READ ABSTRACT |

IT matters again by ComputerWeekly.com

December 01, 2011 - (Free Research)
This report from Deloitte argues businesses are again investing in IT to provide the differentiation and innovation critical from their competitors despite the downturn. 
(IT BRIEFING) READ ABSTRACT |

BI Trends and Strategies E-Zine Issue 4 by SearchBusinessAnalytics

April 11, 2012 - (Free Research)
This edition of BI Trends & Strategies features a lead article by SearchCIO.com's Linda Tucci, who offers a helping hand in the quest to dismantle the dreaded data silo. The second piece outlines mobile BI, including a reference to Apple's iPad, and the final article delves into the world of performance management. 
(EZINE)

The Customer Service Balancing Act by Jive Software

July 11, 2013 - (Free Research)
Access this helpful resource to discover a customer service technology that provides complete integration of all your customer communication channels so that you can achieve a unified view of customer interactions. Read on to discover how this peer-based strategy can cut costs while enhancing customer service by reading now! 
(WHITE PAPER) READ ABSTRACT |

Customer Experience Exchange E-Zine: Taking a swing at social CRM by SearchCRM

May 16, 2012 - (Free Research)
This edition of the CEM e-zine examines the role social media can play in your company. Learn how Major League Baseball is capitalizing on this revolution to fill its stands even during the darkest of times of the season, why Pinterest is such a success and how Dell measures it's social media success by tracking 22,000 daily online comments. 
(EZINE)

Customer Experience Exchange, Issue 7 by SearchCRM

November 13, 2012 - (Free Research)
This 3-article E-Zine offers analysis and advice for the CEM professional. In the featured article, Cameron Kittle reviews CEM technologies and shares the thoughts of industry observers who stress that a company should first know what it intends to do with its wired connection to customers. Continue on for this article and more. 
(EZINE) READ ABSTRACT |

Modernizing IT: Strategies for Improving Service Quality and Reducing IT Costs by BMC Software, Inc.

June 15, 2009 - (Free Research)
Working harder simply won't get you there. No matter how many people you allocate, sinking more labor into old IT practices cannot concurrently meet rising demands on IT and cut costs. Read about cost-effective, automated ways to meet this challenge head-on in our latest article, “Strategies for Modernizing IT, Reducing Costs, and..” 
(WHITE PAPER) READ ABSTRACT |

E-Book: How to keep customers -- and keep them happy: High-return tactics for building customer loyalty by Microsoft

October 28, 2011 - (Free Research)
This ebook is full of expert advice for implementing a successful customer experience management (CEM) plan. 
(EBOOK)

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