One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions. 

The importance of achieving service excellence is growing. Products are increasingly becoming commodities, and CEOs are recognizing that first-rate service is crucial to enhancing customer satisfaction. This paper explores the crucial links between customer service and customer satisfaction. 

Read case study to learn how Vonage selected the Five9 Virtual Call Center Suite to launch an ambitious campaign to win back over 70,000 customers. Read on to learn how Five9 Virtual Call Center Suite offers superior-quality VoIP, predictive dialer, inbound call capabilities, comprehensive management and customer tracking tools, and more. 

The need for customer insight and responsiveness to that insight is the foundation and driving rationale for the emerging CRM concept of continuous customer dialogue through multi-channel touchpoints. 

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. 

Customer knowledge is market advantage. To refine its edge and better manage customer relationships, Haworth needed to learn what was important to its customers and deploy that knowledge to key decision makers. Read how they did it. 

Read how the software and tools SAP provides can help retailers succeed today by understanding their customers, anticipating their needs, and inspiring their loyalty as long-term customers by meeting those needs as they arise. 

In today’s highly competitive economic climate, there is no margin for error when it comes to attracting and retaining customers. Businesses must now offer more channels of communication, more customer options, and faster responses than ever before. 

View this webcast to discover how Microsoft Dynamics CRM can help you transform customer service into a strategic business asset. 

The SAP® Business All-in-One fast-start program enables you to configure a solution online, obtain an estimate of costs, and implement the solution quickly and cost-effectively. It delivers rapid time to value and lets you tailor the solution to meet your changing needs, protecting your long-term investment. 

This paper explores core principles companies can use to help them select a CRM system. 

This Internet service provider/portal operator of Globo, Brazil's largest media conglomerate, delivers the content Brazilian Web users want using PASW Statistics. 

Find out how leading companies are designing their sales and operations planning (S&OP) processes to continuously monitor and meet customer demand.