Web chat and SMS offer ways for enterprises to broaden channel support and personalize customer service without spending on complex solutions. While both solutions offer business benefits via customer outreach and support capabilities, they are currently two separate solutions. 

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 service desk is the last place you should try to cut back. For external-facing organizations, quality support keeps customer loyalty and repeat business high and ensures that partners and suppliers can do business with you cost effectively. Read this white paper to discover the path to proper service desk consolidation and its many benefits. 

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. 

In this white paper, find out how to realize the benefits of service catalogs by following ITIL guidelines and tips from organizations that have successfully implemented service catalogs. 

This case study examines a food services company that needed to find a more efficient way to keep track of and manage food and laundry inventories, address customer concerns in the call center, automate processes, and manage tax calculation processes. Continue reading to discover the software they used to effectively meet their business needs. 

This paper delves into the trend of aquiring and integrating a human capital management (HCM) application in order to aid in global growth. Continue reading to discover the advantages application integration can provide growing companies, as well as impressive cost-cutting results of HCM. 

Business intelligence is a hot topic in 2010, especially with the upcoming release of Microsoft's SQL Server 2008 R2 being dubbed as the "BI release." In this e-zine, one SQL Server expert breaks down exactly what goes into self-service BI, where it works and where it falls short. 

This paper outlines the common CCNA-level commands that you should be familiar with when troubleshooting. 

This paper discusses the paradox of strong password policies, evaluates several possible solutions, and recommends a password management solution that is cost effective and easy to implement. 

Access this video case study of Chicago-based World Kitchen to discover how to achieve fast and efficient data management and streamlined business processes with SAP and OpenText. 

How are SAP customers dealing with the growing complexity of their software environments? By building a testing strategy into their project planning and operations. Find out how to take advantage of testing strategy assessment services from SAP Consulting - to lower risk, reduce cost, and boost efficiency. 

In this webcast, Vantage Point Performance’s Michelle Vazzana will reveal how to coach your reps to better performing pipelines. Watch this now and learn three classic errors in pipeline management and how to avoid them, proven best practices for managing a sales pipeline, a foolproof framework for conducting pipeline coaching sessions and more.