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%. 

The best practitioners of online marketing are those who meld Internet marketing and technology tools with timely follow-up and tried-and-true, old fashioned human contact. This podcast walks you through key strategies for implementing an effective lead follow-up and qualification process 

This expert E-Guide from SearchUnifiedCommunications.com takes a look at the coming decade and what you can expect from the world of communications and collaboration by the year 2020. 

Juniper Research defines a mobile ticketing user as “someone who stores a ticket on their mobile phone for later redemption” at the point of travel, the music venue, the cinema etc. 

In this four-part classroom, learn from Monica Crocker, Corporate Records Manager at Land O'Lakes, as she explains the information governance benefits and opportunities of SharePoint 2010. 

This presentation transcript explores the options of moving your contact center applications and Unified Communications strategies to the cloud. Uncover the benefits and opportunities of cloud-based solutions and potential pain points, and get help deciding if the cloud is a good option for your organization. 

If your organization isn't on the cloud yet when it comes to customer service, then you may be severely disadvantaged. Competition for customer service is increasing and your company needs all the latest tools to stay ahead of the game. Read this white paper to learn how four contact centers adopted agile cloud-based computing technologies. 

This paper discusses using predictive analytics to improve customer satisfaction. 

This white paper discusses the tips and tricks that might make file copying quicker for your network. 

IT spending is often an issue for any organisation, but especially in harsh economic times it is even more important to see what benefit IT brings to the business. This report looks at the degree to which UK organisations understand what IT is doing for their business, and in particular how some companies measure this and benefit from it. 

This comprehensive white paper discusses the future of contact centers. From tools to strategy this paper covers all you need to know about ensuring that your customer service stays up to date.