In this book, James Taylor, decisions management systems expert, explores how to use your decision management systems to drive unprecedented levels of business value. 

Social channels are here to stay and should be part of your customer engagement strategy, as you will be re­quired to integrate these new channels sooner, rather than later. This paper will help you build the best road map to customer success, integrating both old and new channels into your customer experi­ence strategy. 

In this exclusive e-book, find expert tips and strategies for using SAP sales order management software to regain control of your processes to increase efficiency, decrease problems, and boost customer satisfaction. 

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. 

This paper discusses using predictive analytics to improve customer satisfaction. 

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. 

Read this case study to learn how a fax service enabled one manufacturing company to capture all fax orders in their existing SAP system transactions and track each by image and order number to facilitate better efficiency, increase productivity, and accommodate business growth. 

This report highlights industry best practices for establishing and nurturing CEM programs that delight customers while improving overall business results. 

E-sellers must personalize their customer interactions. Recent studies show that personalization is a highly effective method for increasing consumer lifetime value for online sellers. It can have a direct and positive impact on the core metrics that make up e-commerce success: loyalty, conversion, retention, and average order size. 

<p>Read this paper to gain an approach to unifying utility company's information, processes and people to gain a 360-degree view of contracts, work orders and so much more, effectively enabling employees to make better-informed decisions which then reduce costs and elevate efficiency. Learn how case management can make your business smarter.</p> 

View this brief video to learn how original equipment manufacturer (OEM) supplier Ralco Industries was able to reduce on-hand inventory by 15% and freight costs by over 20%, improve product quality and customer service, and create process consistency with an implementation of easy-to-use, online enterprise resource planning (ERP) software. 

Learn an alternative to legacy service management solutions that is fast to deploy, easy to configure, and can help your organization realize faster time to value and lower total cost of ownership, both immediately and in the long term. 

This case study examines Equifax's process of implementing a Business Rule Management System (BRMS) and the lessons learned. It provides readers with an understanding of BRMS as well best practices should they choose to implement a BRMS.