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Advanced Meter Infrastructure: Composite Technologies to Meet New Demands in Sales and Customer Service by SAP America, Inc..
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Customer Service is Not an Assembly Line - Retool your Service Experience with Dynamic Case Management by KANA (E-mail this company)

June 22, 2012 - (Free Research)
Check out this informative webcast to understand how customer service and dynamic case management are related and how to build a strategy for both. 
(WEBCAST) READ ABSTRACT |

Will Your Customers Really Wait for You to Get Service Experience Right? by KANA (E-mail this company)

June 21, 2012 - (Free Research)
In order to prosper in today’s challenging environment, delivering high quality customer service is critical. This paper outlines an approach to building a solid customer service strategy and addresses common challenges as well as tips for avoiding and overcoming pitfalls. 
(WHITE PAPER) READ ABSTRACT |

What If Any Agent Could Take Any Call? by KANA (E-mail this company)

June 22, 2012 - (Free Research)
Good customer service involves leveraging policies, people, and technology to answer customer questions and solve problems with accuracy, speed, and consistency. Check out this paper for tips on how to relieve customer service pain points and get your agents able to answer calls with ease, and keep customers coming back time and time again. 
(WHITE PAPER) READ ABSTRACT |

Six Best Practices for Agent Knowledge Management by KANA (E-mail this company)

June 21, 2012 - (Free Research)
Knowledge management can be a useful tool for improving the quality and efficiency of your contact center operations. This paper outlines a series of best practices to help you achieve maximum results from knowledge management within the contact center that will ultimately lead to better customer service, and higher revenues. 
(WHITE PAPER) READ ABSTRACT |

Governing Customer Experience Across Channels by KANA (E-mail this company)

August 01, 2012 - (Free Research)
Read this expert e-book to uncover why customer experience management (CEM) technology is the key to improving customer satisfaction and learn how to provide a consistent customer experience across all communication channels through a comprehensive CEM strategy. 
(EBOOK) READ ABSTRACT |

The Top 9 Ways to Improve Customer Loyalty and Engagement by Allegiance

January 2008 - (Free Research)
Customer loyalty is a critical way to retain more of your customers and grow your business faster. Explore these nine principles to foster a culture of greater loyalty and engagement and you will see immediate profits. 
(WHITE PAPER) READ ABSTRACT |

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

August 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 |

Service and Support: Made to Measure Using Consona Analytics as a Roadmap to Success by Consona Corporation

October 2009 - (Free Research)
Management 101 tells us that success in business starts with setting goals and measuring progress toward them. Service and support success requires that all stakeholders know where they’re going and how they’re doing. 
(WHITE PAPER) READ ABSTRACT |

7 Habits of Highly Effective Contact Centers and Help Desks by eGain Communications Corp.

February 2010 - (Free Research)
In this paper, we discuss seven traits of successful contact centers and help desks, backed by stories and tips from our customers - some of the world’s most innovative customer service and support organizations. Read on to learn more about the seven habits that could set your contact center or help desk on the path to success and growth. 
(WHITE PAPER) READ ABSTRACT |

Cognos Business Intelligence for Report Authors by IBM

January 2012 - (Free Research)
Utilize a complete set of enterprise reports that are easy to build, maintain, secure and deploy, all delivered in a collaborative authoring environment and based on the fundamental principle of "author once — consume anywhere." 
(VIRTUAL SEMINAR) READ ABSTRACT |

Let Customer Feedback Do the Driving by SPSS Inc. Worldwide Headquarters

May 2007 - (Free Research)
As the second installment in The Customer Innovation Series, this paper describes why and how Enterprise Feedback Management (EFM) is a critical component in solving the problem of enhancing customer-driven innovation. 
(WHITE PAPER) READ ABSTRACT |

Service-Oriented Cloud Computing Infrastructure (SOCCI) Framework by ComputerWeekly.com

January 2012 - (Free Research)
Download the Service-Oriented Cloud Computing Infrastructure (SOCCI) Framework from the Open Group. 
(ESSENTIAL GUIDE) READ ABSTRACT |

CRM: THE ESSENTIAL GUIDE - Five Principles for CRM Success by Pivotal CRM, a CDC Software solution

February 2009 - (Free Research)
This paper explains how, Customer Relationship Management (CRM) is first and foremost a strategy. This guide provides insight to help you take a more customer-centric view of your business. 
(WHITE PAPER) READ ABSTRACT |

The Many Benefits of Lean IT by Cisco Systems, Inc.

September 2010 - (Free Research)
Can a leaner approach to IT deliver greater value at lower cost? Flextronics' CIO David Smoley reveals how a lean approach to IT, similar to successful methods used in manufacturing, delivers greater value to organizations and their customers. 
(VIDEO)

What if? Unleashing the Potential of Digital Signage by Insight

December 2012 - (Free Research)
In this presentation transcript, Principle Analyst Zeus Kerravala of ZK Research reveals the secrets of utilizing digital signage to its fullest potential. Learn the transformations this technology has gone through, where it's going, and how businesses have successfully leveraged its power. 
(PRESENTATION TRANSCRIPT) READ ABSTRACT |

Designed to Manage Lean Principles by Epicor Software Corporation

September 2008 - (Free Research)
Manufacturers will continue to leverage technology to stay competitive. Read this paper to learn how with the Vantage fully integrated enterprise solution, you will be prepared to meet the challenges of today's market place-becoming lean to do so 
(WHITE PAPER) READ ABSTRACT |

Innovate the Steve Jobs Way: 7 Insanely Different Principles for Breakthrough Success by Citrix Online UK

January 2011 - (Free Research)
This new e-book by Carmine Gallo, columnist for BusinessWeek.com, explores the 7 guiding principles of Steve Jobs' success and how you can use them to emerge from the recession stronger, more inspired and more innovative than ever. 
(EBOOK) READ ABSTRACT |

Jericho Forum: Data Protection by ComputerWeekly.com

January 2013 - (Free Research)
Data protection needs to provide stronger, more flexible protection mechanisms around the data itself, the Jericho Forum/Open Group argues in this report. 
(ESSENTIAL GUIDE) READ ABSTRACT |

IT Courseware by SkillSoft Corporation

SkillSoft's IT Skills instruction is designed to encourage and prompt frequent learner interaction with the course content. SkillSoft maintains courseware integrity and effectiveness by offering a balance of thorough instruction, challenging practice exercises and quizzes. 
(ASP & SOFTWARE PRODUCT)

Meeting Compliance Objectives in SharePoint® by AvePoint, Inc.

February 2009 - (Free Research)
This document is intended to aid IT administrators and other stakeholders responsible for managing SharePoint deployments, in planning and implementing a comprehensive, reliable, and efficient compliance strategy appropriate to their organizational needs. 
(WHITE PAPER) READ ABSTRACT |

Good to Great: Transform IT through Service Lifecycle Management by Hewlett-Packard Company

June 2008 - (Free Research)
This paper examines service lifecycle management SLcM and the ITIL v3 principles on which it is based. It shows how SLcM provides the framework for organizations to optimize business outcomes and facilitates continual service improvement. 
(WHITE PAPER) READ ABSTRACT |

Anatomy of a PeopleSoft Archiving Project: Seven Basic Principles for Archiving PeopleSoft Enterprise Data by IBM

March 2008 - (Free Research)
Only Princeton Softech Optim™ provides proven, full-lifecycle capabilities for archiving and managing PeopleSoft Enterprise application data, with the broadest range of implementation options to ensure your success. 
(WHITE PAPER)

UC And Collaboration Adoption By Business Leads To Real Benefits by Cisco (E-mail this company)

July 2013 - (Free Research)
In this paper, research shows that buyers are investing in a wide range of UC&C capabilities. The data shows that they derive real business value when deploying multiple capabilities based on the latest innovations in ways that meet both IT operational and line-of-business requirements. 
(WHITE PAPER) READ ABSTRACT |

Web 2.0 in Action! How SAP Is Leveraging Web 2.0 in CRM to Improve Customer Experience by SAP America, Inc.

June 2008 - (Free Research)
This paper discusses how SAP leverages Web 2.0 in CRM to improve customer experience. It examines SAP’s approach to Web 2.0, and how SAP has incorporated the Web 2.0 technological principles within SAP CRM. 
(WHITE PAPER) READ ABSTRACT |

Business Skill Courseware by SkillSoft Corporation

SkillSoft’s Business Skills Library focuses on behavioral skills that are designed for business professionals and key to performance regardless of job responsibility, as well as the skills and knowledge that are relevant to the various areas of functional responsibility in today’s business organizations. 
(ASP & SOFTWARE PRODUCT)

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