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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)

IBM Cognos Online Conference for Retailers and Manufactures by IBM

October 21, 2009 - (Free Research)
This 2-hour complimentary virtual seminar on performance management (PM) takes place on October 21 and continues on November 4th — Join us to learn how PM can help you improve visibility into your manufacturing business so you can reduce costs, speed delivery and efficiency, satisfy customers and create innovative new products. 
(VIRTUAL SEMINAR)

Improving First-Call Resolution with Team Collaboration Technology by GoToAssist

November 30, 2010 - (Free Research)
How can support reps quickly solve problems when they reach a dead end? Is there an easy way to bring experts into a support session without hindering the customer experience? This white paper will examine key customer support challenges and reveal the many advantages of collaborative remote support. 
(WHITE PAPER) READ ABSTRACT |

E-Book: Leveraging Web 2.0 and Social Media in CRM Programs by SAP America, Inc.

October 05, 2010 - (Free Research)
You’ve heard the buzz about Web 2.0 and social CRM, but where to start? In this eBook, find out more about Web 2.0 and social media in the context of CRM. Learn more about using Web 2.0 to build customer loyalty and get expert insight into the role that social CRM may play in the future. 
(EBOOK) READ ABSTRACT |

E-Book: How to keep customers -- and keep them happy: High-return tactics for building customer loyalty by Microsoft

October 28, 2011 - (Free Research)
This ebook is full of expert advice for implementing a successful customer experience management (CEM) plan. 
(EBOOK)

Change the Way IT Delivers Value to the Business by CA Technologies.

January 14, 2014 - (Free Research)
In this comprehensive webcast, learn how you can measure, manage, and consistently deliver reliable services to your customers. Hear from a panel of six IT experts as they discuss how the increased focus on improving customer experience is impacting IT, as well as best practices and challenges to overcome in the transformation. 
(WEBCAST) READ ABSTRACT |

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 |

Cost-Saving Tips for Contact Centers by Five9

May 10, 2013 - (Free Research)
For service organizations looking to cut costs, the contact center is the go-to department, seeing as it often has high staffing counts within the company. Check out this expert e-guide to learn how you can effectively identify opportunities and decrease spending in your contact center, without sacrificing customer experience. 
(EGUIDE) READ ABSTRACT |

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 |

Supporting a Multichannel Contact Center by Verint Systems

February 13, 2013 - (Free Research)
Consult this expert e-guide to uncover how you can provide customer support across multiple communication channels. Assisting customers efficiently is imperative to the reputation of your business. This e-guide covers best practices for managing multiple channels, so you can prepare for communication from every angle. 
(EGUIDE) READ ABSTRACT |

Managing and Optimizing the Call Center by Aspect

September 24, 2013 - (Free Research)
In this e-guide from the experts at SearchCRM.com, learn how your organization can optimize its call center and drive customer service success with the use of workforce management (WFM) software, real-time speech analytics software, guidance applications, predictive analytics, and other tools. 
(EGUIDE) READ ABSTRACT |

Building CEM Expertise for Business Value by Genesys

August 26, 2013 - (Free Research)
In this expert e-guide, discover why the contact center should play a more pivotal role in customer experience management, and learn how to merge siloed processes to create a more cohesive customer experience. 
(EGUIDE) READ ABSTRACT |

Epicor's IT Service Management - Expert IT Help Desk Software by Epicor Software Corporation

 
(SOFTWARE PRODUCT)

Improving the Customer Experience by Consona Corporation

June 14, 2011 - (Free Research)
This SearchCRM.com expert E-Guide explores effective strategies for helping improve the customer experience through knowledge management tools and various social CRM channels. Read this E-Guide to learn how to integrate and strategize these tools for an improved customer experience. 
(EGUIDE) READ ABSTRACT |

Best Practices for a contact center technology overhaul by Contactual (Now 8x8, Inc.)

June 10, 2011 - (Free Research)
Tap into the expert advice in this eBook to choose technology that will help you leverage multiple contact channels, effectively monitor agent interaction and deliver an excellent customer experience. 
(EBOOK) READ ABSTRACT |

Overhauling a Legacy Contact Center: Starting Steps by Five9

May 10, 2013 - (Free Research)
Overhauling legacy contact center technology is often costly and time-consuming, but it doesn't have to be. This expert e-guide offers advice on deciding when it's time to upgrade your contact center, making the business case for an overhaul, and important change management considerations. 
(EGUIDE) READ ABSTRACT |

Experts say CEM technology can build single view of customer by Infor CRM

January 24, 2012 - (Free Research)
This tip guide from our editorial team features an article on overcoming single-view issues and how customer experience management (CEM) technologies are a valuable tool for this problem. 
(EGUIDE) READ ABSTRACT |

A more social contact center by Salesforce.com

March 20, 2012 - (Free Research)
In this expert e-guide, you will discover ways that contact centers are using social media channels to manage customer contact volume and the 10 steps to creating a call center social media strategy. 
(EGUIDE) READ ABSTRACT |

Top 5 Ways to Make IVR Work for You and Your Customers by inContact

September 22, 2010 - (Free Research)
This paper will help you find this crucial balance between financial efficiency and customer experience with 5 IVR best practices to help you ensure satisfaction all around. These methods have been developed by call center experts with years of experience in the call center space. Read on to learn about the top 5 ways to make IVR work for you. 
(WHITE PAPER) READ ABSTRACT |

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

August 01, 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 |

One Stop Data: Gaining Access to Enterprise, Customer, Business Intelligence by Advent Global Solutions Inc.

March 15, 2012 - (Free Research)
This expert e-guide discusses next-generation BI software, in particular customer relationship management (CRM) analytics and how these factors complement the SMB market. 
(EGUIDE) READ ABSTRACT |

SearchBusinessAnalytics.com Tip Guide: Advanced analytics key component for ‘decision management systems’ by Sybase, an SAP company

March 23, 2012 - (Free Research)
This tip guide offers an explanation from industry expert James Taylor as to why every customer should not be treated the same in today's ever-evolving business environment. Taylor details why decision management systems involving automation are essential to making successful strategic and operational decisions that please your customers. 
(EGUIDE) READ ABSTRACT |

Call Center Analytics: The Bottom Line by Genesys

November 11, 2013 - (Free Research)
This expert e-guide homes in on customer experience analytics and the tools and strategies that lead to success. Also inside, separate contact center analytics fact from fiction. 
(EGUIDE) READ ABSTRACT |

8 contact center best practices by Salesforce.com

March 20, 2012 - (Free Research)
Read this expert e-guide to see what Donna Fluss and Michael Krigsman have to say about how companies can ensure contact centers utilize new social media, video and mobile support to their best advantage. 
(EGUIDE) READ ABSTRACT |

Social channels changing contact center certification by Salesforce.com

March 20, 2012 - (Free Research)
In this expert tip, find out which certification programs are getting overhauled, including those focused on individual call center managers and agents, such as the program from ICMI, and the costs associated with these certifications. 
(EGUIDE) READ ABSTRACT |

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