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Listen and Learn - Improving Operations by Utilizing Customer Feedback by Mindshare Technologies

March 05, 2008 - (Free Research)
Organizations can obtain and analyze feedback from a department, region, branch, or most importantly, an individual employee. 
(WHITE PAPER) READ ABSTRACT |

Enhancing customer experience: first, do no harm by Avaya

June 15, 2011 - (Free Research)
By reading this short white paper you will gain the knowledge you need to implement a successful customer service system. You will learn best practices for enhancing your customers experience and why cross pollinating your organization can be very helpful. 
(WHITE PAPER) READ ABSTRACT |

But, Will Customer Measurement Improve Our Profits? by Mindshare Technologies

March 05, 2008 - (Free Research)
The purpose of this paper is to outline the basics of the correlation between loyalty and profits and to present the case for continuous customer and employee feedback. 
(WHITE PAPER) READ ABSTRACT |

The Platinum Rule of Service by Mindshare Technologies

March 05, 2008 - (Free Research)
The Platinum Rule builds on the Golden Rule for our more individualistic society by recognizing that we have very different preferences than those around us. 
(WHITE PAPER) READ ABSTRACT |

Top 10 Tips on Getting Started with Speech Analytics by Verint Systems

April 2008 - (Free Research)
By enabling enterprises to mine large volumes of recorded customer/agent voice interactions, speech analytics is redefining quality in a way that can promote greater customer satisfaction, loyalty, and value. 
(WHITE PAPER) READ ABSTRACT |

Being Agile in a Non-Agile World by Ivar Jacobson Consulting

July 2008 - (Free Research)
This paper discusses how to implement agile thinking in the context of both defined engineering practices and an organizations' Software Development Lifecycle. 
(WHITE PAPER) READ ABSTRACT |

Making Support Social: Turning Customer Engagement Into Customer Success by Consona Corporation

May 2010 - (Free Research)
Social media is fundamentally changing how businesses and their customers interact. In this paper, learn of some of the broad trends in social media, and then provide specific guidance on how to use social media to deliver support better, faster and cheaper. 
(WHITE PAPER) READ ABSTRACT |

The Next Generation of CRM -- Engaging with the Empowered Customer in Turbulent Times by SAP America, Inc.

April 2009 - (Free Research)
This IT Briefing will address the future state and shape of CRM, the transformational trends that are impacting companies, the CRM framework for success and competitive differentiation, and SAP's holistic approach in this CRM framework. 
(IT BRIEFING) READ ABSTRACT |

Infor CRM Interaction Advisor by Infor CRM

July 2009 - (Free Research)
Watch this product demo to learn how Infor CRM Interaction Advisor will fuel organic growth by driving lifetime customer loyalty and increase value at every customer touch point without replacing any existing systems. 
(PRODUCT DEMO) READ ABSTRACT |

Market-based Government through Innovation: How Public Sector Leaders Are Improving Collaboration and Focusing on Citizens by IBM Line of Business

February 2008 - (Free Research)
This paper explores how enhancing collaboration among government groups, citizens and others can enable a more "market-based" approach to processes and can help improve service delivery. 
(WHITE PAPER)

How to Translate Good Service into Market-Share Advantage by GoToAssist

May 2008 - (Free Research)
This research brief addresses 1 of the 6 key strategic issues: How to Translate Good Service into Market-Share Advantage. 
(WHITE PAPER) READ ABSTRACT |

How to write a RFP for Master Data Management: 10 Common Mistakes to Avoid by Siperian, Inc.

September 2007 - (Free Research)
Critical master data management (MDM) functionality can be easily overlooked when request for proposals (RFPs) are narrowly focused on a single business data type. Ensure success by avoiding 10 costly mistakes when writing your RFP. 
(WHITE PAPER) READ ABSTRACT |

The Customer Loyalty Playbook: 4 Steps To Build Loyal, High-Value Customers by Oracle Corporation

February 2010 - (Free Research)
The longer a customer is loyal, the more profit the company gains. Read this brief to learn four steps to help guide your customer loyalty strategy. 
(WHITE PAPER) READ ABSTRACT |

Achieving Business Value with Network and Application Visibility by Riverbed Technology, Inc.

January 2012 - (Free Research)
This resource provides in-depth information and data taken from 9 comprehensive interviews with current Riverbed Cascade customers. Customer experiences before and after the application visibility solution was implemented are explored. 
(WHITE PAPER) READ ABSTRACT |

The Customer Service Balancing Act by Jive Software

July 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 |

Case study: How CVS/Pharmacy found customer service success by Aspect

July 2013 - (Free Research)
This case study reveals how a unified contact center platform enabled CVS/Pharmacy – the nation's largest retail pharmacy chain – to successfully meet its multichannel customer service objectives. 
(CASE STUDY) READ ABSTRACT |

A Mobile Customer Service Strategy: Research Report and Best Practices Guide by Aspect

December 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 Reasons Why Proactive Customer Care Means Customer Loyalty by Aspect

April 2013 - (Free Research)
This resource counts down four key reasons that proactive customer care makes good business sense, and examines how this strategy can transform your contact center into a customer loyalty center. Also inside, find key tips to help you get started. 
(WHITE PAPER) READ ABSTRACT |

Turning Social Media into a Game-Changing Customer Care Channel by Aspect

May 2013 - (Free Research)
Today's customers demand highly personalized, engaging experiences, and leveraging social media to transform your contact center is a way to surpass these expectations. Access this whitepaper to learn how combining contact center best practices with social media CRM technologies can increase the effectiveness of your customer interactions. 
(WHITE PAPER) READ ABSTRACT |

How to Fine-Tune your Contact Center by SearchCRM

August 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 |

Using Social Media to Win Over Customers by SearchCRM

March 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 |

6 Steps to Social Team Collaboration by Jive Software

July 2013 - (Free Research)
According to a recent Oracle Global Research study, poor customer service can reduce revenues by as much as 20%. How can your business improve customer satisfaction without depleting the budget? View this white paper to learn more about collaboration and how it can drive customer service success. 
(WHITE PAPER) READ ABSTRACT |

Seven Ways to Make the First Mile of Business Smarter by Kofax, Inc.

December 2013 - (Free Research)
Explore this game-changing white paper to uncover the seven ways to make the first mile of business interactions smarter. 
(WHITE PAPER) READ ABSTRACT |

About T-Mobile USA by Jive Software

June 2013 - (Free Research)
Find out in this case study how a social business platform enabled T-mobile to consolidate and centralize information about products, services, pricing, policies and troubleshooting, enabling sales reps to better utilize their time. 
(CASE STUDY) READ ABSTRACT |

Agile, Secure, Reliable: World-Class Customer Service in the Cloud by Oracle Corporation

January 2014 - (Free Research)
The following e-book outlines the extensive benefits to moving customer service to the cloud. 
(WHITE PAPER) READ ABSTRACT |

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