The CRM buying process can be reduced to a set of 10 steps that will help you pare down the field of potential solutions to a few vendors who are the best fit. This guide will allow you to move through 10 sets of steps. 

This webinar details the strategic value of operationalizing a customer experience effort across your business. What's more, to give you a head start, Eric T. Peterson will outline Web Analytics Demystified's six step process for operationalizing customer experience management within your own organization. 

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. 

This whitepaper explains why automated reconciliation is quickly evolving into a competitive necessity. The costs associated with manual reconciliation, the benefits from automation, and the best reconciliation workflow model will all be discussed. 

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. 

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. 

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. 

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

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. 

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

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. 

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. 

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.