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A contact center manager's guide to integrating self-service by inContact

May 04, 2011 - (Free Research)
Do you feel pressured to provide great service while keeping costs down in your contact center? Self-service technology enables customers to resolve their own service questions without depleting agent resources. But deploying self-service technology raises many questions. Learn best practices and tap into expert advice with this eBook. 
(EBOOK) READ ABSTRACT |

How to Fine-Tune your Contact Center by SearchCRM

August 07, 2013 - (Free Research)
With call center software, best business practices can be difficult to navigate. But the payoff is worth investigating. In this handbook, readers find detailed explanations of the latest call center technologies as well as insight on call center management—including schedule and workforce management. 
(EGUIDE) 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)

CRM in Financial Services: Best practices, trends and strategy for the new economy by Pivotal CRM, a CDC Software solution

November 23, 2010 - (Free Research)
Find out how financial services companies are leveraging CRM technology and best practices to improve service and operational efficiency. Read this e-book to learn more. 
(EBOOK) READ ABSTRACT |

Forging a CEM Strategy That Can Power Commerce by SearchCRM

April 22, 2014 - (Free Research)
With a seemingly exhaustive number of methods to communicate -- not to mention an expected $280 billion in U.S. e-commerce sales in 2015 -- contact center technology today requires a new approach. 
(EBOOK) READ ABSTRACT |

Using Social Media to Win Over Customers by SearchCRM

March 12, 2013 - (Free Research)
While many businesses are eager to join their customers at the social media party, doing so without the proper internal processes in place could spell disaster. In this brief expert e-book, you can learn how to create a successful social CRM initiative (and valuable customer relations) through implementing the right processes and technologies. 
(EBOOK) 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)

Mobile apps reach the busy customer by SearchCRM

March 19, 2013 - (Free Research)
In this expert e-zine, discover two key areas of app development in today's mobile climate: delivering quality mobile customer service, and uniting front-end and back-end functionality. Also included is a case study of a mobile app that delivered user-oriented, ultra-simple service with outstanding results. 
(EZINE) READ ABSTRACT |

Dell ProSupport Plus: Going to the Ends of the Earth by Dell, Inc. and Intel®

April 23, 2013 - (Free Research)
In this brief video, explore how Dell ProSupport Plus goes above and beyond the traditional expectations of customer service with round-the-clock support and proactive monitoring, as well as preventative recommendations. 
(WEBCAST) READ ABSTRACT |

Turning Customer Interactions into Money: Using Predictive Analytics to Achieve Stellar ROI by SPSS Inc. Worldwide Headquarters

December 31, 2008 - (Free Research)
This whitepaper makes the case for using predictive analytics as a catalyst for a company's growth. It includes best practices from several global companies including: Cablecom, Royal & Sun Alliance, and T. Rowe Price. Ultimately, it is about maximizing the level of understanding that can be achieved with customer data. 
(WHITE PAPER) READ ABSTRACT |

How to Profit in a Downturn: 4 Customer-centric Strategies for Growth in a Challenging Market by Pivotal CRM, a CDC Software solution

February 20, 2009 - (Free Research)
In this white paper, learn how your organization can use customer-centric strategies and CRM tools to maximize the value and loyalty of your customer base. Gain insight into new areas of opportunity and do more with less in a time of economic uncertainty. 
(WHITE PAPER) READ ABSTRACT |

Staying connected: Don't let faulty mobile applications lose customers by SearchCRM

May 20, 2013 - (Free Research)
Mobile applications are quickly becoming the most common way customers interact with businesses, and can often make or break a customer's experience. In this expert e-book, explore what customers expect from mobile applications and discover the technologies and practices you'll need to create useful, engaging mobile apps. 
(EBOOK) READ ABSTRACT |

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 |

If You Teach a Customer to Fish: The Power of Web Self-Service by Epicor Software Corporation

November 2008 - (Free Research)
This document explores the power of online self-service and how it contributes to healthy customer relationships and delivers viable cost savings. 
(WHITE PAPER) READ ABSTRACT |

A contact center manager's guide to integrating self-service by KANA (E-mail this company)

August 2012 - (Free Research)
Leveraging self-service technologies in your contact center can significantly reduce costs, but successful implementation is tricky. Gain expert advice on how to ensure your self-service contact center initiative is a success. Read on to learn self-service contact center best practices, how to obtain executive support, and more. 
(EBOOK) READ ABSTRACT |

Customer Experience Exchange E-Zine: Issue 3 by SearchCRM

March 2012 - (Free Research)
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%. 
(EZINE)

Avaya Aura Contact Center Database Integration Wizard: Part Two, Data Exchange by Global Knowledge

July 2013 - (Free Research)
In Part 2, Data Exchange, of this series on the Avaya Aura Contact Center Database Integration Wizard you will see how to use the SEND REQUEST and GET RESPONSE operations so that customer information collected during the call to the contact center system can be exchanged with a backend database. 
(WHITE PAPER) READ ABSTRACT |

Gilt Groupe moves to Virtualzation and Triple's Web Traffic with Riverbed Stingray by Riverbed Technology, Inc.

November 2011 - (Free Research)
This case study discusses an online reatailer's move to virtualization to increase profits and customer service. 
(CASE STUDY) READ ABSTRACT |

E-Book: The Executive’s Guide to Contact Center Technology Planning by inContact

May 2010 - (Free Research)
In this e-book learn about emerging contact center technology trends and newer options like self-service technology, analytics and Web 2.0. Find out about 10 must-have technologies for the contemporary contact center. Learn how to select the best technology to meet your needs, and read expert advice for setting up contact center technology. 
(EBOOK)

The Intelligent Customer Front Door: Rolling Out the Red Carpet for Increased Customer Satisfaction by Genesys

March 2008 - (Free Research)
Download the new business paper, The intelligent Customer Front Door: Rolling Out the Red Carpet for Increased Customer Satisfaction and discover how your contact center can actually anticipate customers' needs and allow them to control the interaction. 
(WHITE PAPER) READ ABSTRACT |

Who Are My Best Customers? by SPSS Inc. Worldwide Headquarters

February 2009 - (Free Research)
Who are my best customers? If you manage sales, marketing, or customer service, you want an answer to that. That's because implementing successful strategies for every customer segment is critical to increasing business profits. This paper describes just a few of the ways that you can use analytics to better understand your customers. 
(WHITE PAPER) READ ABSTRACT |

Multi-channel Marketing Hits the Wall by Neolane Inc.

October 2008 - (Free Research)
This paper provides an easier and more flexible way to manage cross-channel marketing initiatives without costly investments in multiple technologies and service providers. 
(WHITE PAPER)

Forging a CEM Strategy by SearchCRM

August 2013 - (Free Research)
Shoppers are looking for more personalized, responsive, relevant experiences, and in order to provide that, your business needs an effective customer experience management (CEM) strategy. Learn how when you access this expert three-part e-guide and discover six top concepts that make up a successful CEM strategy. 
(EGUIDE) READ ABSTRACT |

Rethink Customer Service for a Multichannel World by SearchCRM

February 2014 - (Free Research)
In order to really succeed at customer relationships, C-suite executives are -- finally -- warming up to multichannel communication. 
(EBOOK) READ ABSTRACT |

Cisco Unified Communications Manager Express by Global Knowledge

May 2013 - (Free Research)
Unified Communications has gained status as a widely adopted way of communicating. This technology brings an incredible feature set to even smaller business entities. For small-to-medium sized companies, the Cisco Communications Manager Express, or CUCME, can enable business-class telephony with lower operational costs. 
(WHITE PAPER) READ ABSTRACT |

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