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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.
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Mass Customization for Communications Service Providers Podcast by IBM
January 30, 2012 - (Free Research)
Join author David J. Gardner for a podcast that explains the key to making mass customization more efficient. Using examples of cable service providers and McDonald’s, clients will see how they can tune their infrastructure to make exceptions less exceptional and keep profitability on track.
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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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Making WFM Work: Best Practices and ROI Model by Calabrio, Inc.
January 24, 2012 - (Free Research)
There has been tremendous innovation in contact center workforce management (WFM) over the past three years, with new vendors and offerings entering the scene. Find out how the new generation of WFM solutions are easier to use, improve agent satisfaction, enhance customer experience and cut costs.
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E-Guide: Key Strategies for Improving Customer Service in a Down Economy by Citrix Online Go To Meeting
January 12, 2012 - (Free Research)
Read this e-guide and explore key techniques for using Web 2.0 technologies to improve your customer service, marketing and sales efforts. Discover a sound customer service strategy for your organization, as well as two types of online customer service initiatives.
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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.
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Cloud Computing for the Call Center: The Next Revolution by inContact
May 04, 2010 - (Free Research)
The right cloud computing solution makes it possible for call centers to eliminate barriers created by obsolete premise-based solutions, achieve customer service excellence and continue business success. Find out how inContact is helping hundreds of call centers greatly reduce costs while simultaneously increasing customer satisfaction levels.
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Netflights.com uses Tealeaf in the call center to help generate 20% of all revenue by Tealeaf
November 04, 2010 - (Free Research)
To better differentiate in a highly competitive environment, Netflights.com decided that improving customer experience for its website, needed to be a key strategic initiative. This paper describes how Netflights.com leveraged Tealeaf for unprecedented visibility into their online channel, dramatically improving customer service and as a result.
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How to Win Online: Advanced Personalization in E-Commerce by Oracle Corporation
April 25, 2011 - (Free Research)
Now that online shopping is a mainstream actitivity, the competition to win the e-commerce customer has never been fiercer. Today, the challenge is no longer getting customers to shop online but getting the existing base of online shoppers to spend more and exhibit brand loyalty. Learn how to win the battle of the brands in today's white paper.
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Recover lost online revenue with customer experience management by Tealeaf
November 04, 2010 - (Free Research)
In this white paper, we’ll describe the two main techniques companies utilize to incorporate customer recovery into their overall Customer Experience Management strategy—namely, Immediate Issue Resolution & Follow‐up and Real‐time Customer Recovery.
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Windows 7 and AppLocker by Global Knowledge
January 25, 2010 - (Free Research)
Organizations want to run the apps they want, and not run the apps they don't want. One of the tools Microsoft has given Active Directory administrators to help in this regard, Software Restriction Policies (SRPs), has been re-engineered in Windows 7 as AppLocker.
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Effective Negotiating: 5 Rules for Smooth Transactions by Global Knowledge
March 13, 2009 - (Free Research)
This white paper discusses five rules for negotiating that can help make the transaction more pleasant for everyone involved and better your chances at getting what you want.
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Best Practices for Mobile Device Support by LogMeIn, Inc.
February 01, 2012 - (Free Research)
Access today’s whitepaper to learn more about the best practices for mobile devices support and a solution that can help you make your mobile support be better – and smarter.
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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.
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CCNA-Level Troubleshooting by Global Knowledge
November 22, 2010 - (Free Research)
This paper outlines the common CCNA-level commands that you should be familiar with when troubleshooting.
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Password Management Survey by LEGACY - DO NOT USE - Siber Systems
September 2008 - (Free Research)
This report shows how RoboForm Enterprise password management solution, can increase corporate security, eliminate password related help desk calls, improve end user productivity, and decrease overall IT costs.
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Splunk at Autodesk by Splunk
February 2012 - (Free Research)
This white paper highlights a customer service and operations system that streamlines your business' processes into one single view for ease of customer assistance, operations and security.
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Use effective call centers to build customer loyalty by Infor CRM
February 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.
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Adapt your contact center for increased customer satisfaction by inContact
January 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.
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