This white paper provides an overview of the results of a Forrester Consulting survey on the total economic impact and potential return on investment of deploying click to call and click to chat solutions. Continue reading to learn about the evaluation methods, results and more. 

Delivering superior service and support is more important than ever as companies strive to differentiate themselves from the competition. In many organizations, service quality is governed by self-harming "worst practices" instead of productive best practices. Learn what these practices are and how to avoid them. 

E-commerce has gone from fringe to foundation. Now, businesses must tailor their customer serivce approach to the more complex "anytime, anywhere" customer with mobile device in hand. This white paper from Oracle details the "commerce anywhere" approach. 

This perspective paper covers the forces that are driving the m-commerce market, the benefits available, and the kinds of business models and partnerships that are seeking to achieve that credible scale over time. 

The number of channels which consumers use to research and purchase products or services is growing. This white paper takes a look at a recent survey of consumer buying habits in regards to the number of channels they use when shopping and how businesses can provide a better experience across these channels for their customers. 

In this week’s Computer Weekly, we look at the importance of IT strategy when budgets are under pressure. The first part of our Buyer’s Guide to virtualisation examines the barriers preventing many organisations from adopting the technology; and Transport for London’s CIO talks about how IT helps avoid Olympic travel chaos. Download the issue now. 

Choosing the right Web Content Management (WCM) solution requires more than an understanding of the content management capabilities needed to meet an organization’s requirements. Content management features should be common offerings from every WCM vendor. 

In this week's issue of Computer Weekly, we look at the key technologies that retailers are turning to for IT-enabling customers' Christmas shopping. We examine research revealing the huge cost of application software that fails to meet requirements; and we talk to one of the pioneers of agile software development. Download the new issue now. 

Is the C-suite really the best source of early leads that will convert to revenue for your company? New research from KnowledgeStorm unveils some surprising results that call this common conception into question, and should have technology marketers re-examining their lead targeting strategies. 

Read this paper now to learn how you can implement social data practices into your current customer analytics program. 

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 white paper discusses leveraging frequent engagement to help increase the number of brand advocates – loyal customers who help market, sell, recommend or even service products. Inside, discover the unique challenges and opportunities brand advocates can provide. 

European consumers' growing use digital channels as part of their shopping experience is driving retailers’ focus on delivering efficient online, cross-border operations in Europe, this research report from Accenture reveals.