Advanced Meter Infrastructure: Composite Technologies to Meet New Demands in Sales and Customer Service by SAP America, Inc.. Discover what benefits advanced meter infrastructure (AMI) brings and why, and learn how the SAP NetWeaver platform and enterprise service-oriented architecture can support more... >> Discover more offerings from SAP America, Inc..
		WebFOCUS Operational Enterprise Business Intelligence by Information Builders Inc.. WebFOCUS is a comprehensive and fully integrated enterprise business intelligence platform. It sets the standard for enterprise business intelligence by scaling to support more... >> Discover more offerings from Information Builders Inc..

FCR Done Right! by Enkata Technologies April 26, 2012 - (Free Research) Access this white paper to learn how to build an operational FCR program without sacrificing your budget.  (WHITE PAPER) READ ABSTRACT |

Make the Most of Your Customer COE: A 3-Step Approach by SAP America, Inc. June 23, 2010 - (Free Research) To achieve effective objectives and drive effective Application Lifecycle Management, an organization must transform its Customer COE by enhancing the value it delivers to the business. Read this paper to learn so much more.  (WHITE PAPER) READ ABSTRACT |

Addressing Common Contact Center and Enterprise Business Issues with Speech Analytics by Verint Systems April 2008 - (Free Research) As a solution to contact center issues, this paper suggests Speech analytics, which gives organizations the ability tap into existing recorded customer interactions to gain actionable intelligence for improving business performance.  (WHITE PAPER) READ ABSTRACT |

Delivering Superior Customer Value in Communications Firms: Enabling Optimal Offer Creation for Service Providers by SAP America, Inc. April 2009 - (Free Research) For communications companies - whether focused on telecommunications services or media content - these are challenging times. Markets are saturated with new offerings, and margins continue to diminish. In response, communications service providers (CSPs) are concentrating on improving offers of voice, content, and data services.  (WHITE PAPER) READ ABSTRACT |

Selecting an ERP Solution: A Guide by Infor November 2008 - (Free Research) This paper provides guidance on how to develop a good, simple strategy to evaluate and choose the right ERP software package for your company.  (WHITE PAPER) READ ABSTRACT |

Advanced Meter Infrastructure: Composite Technologies to Meet New Demands in Sales and Customer Service by SAP America, Inc. January 2006 - (Free Research) Discover what benefits advanced meter infrastructure (AMI) brings and why, and learn how the SAP NetWeaver platform and enterprise service-oriented architecture can support your AMI implementation.  (WHITE PAPER) READ ABSTRACT |

Aberdeen Analyst Insight - Social Media & Customer Service: From Listening to Engagement by SAP America, Inc. October 2012 - (Free Research) While social media seems to be everywhere, a disappointing number of customer service organizations fully harness the power of social channels. Read this report from the Aberdeen Group to discover key trends in the use of social media for customer service and learn best practices for integrating social channels into CEM.  (ANALYST REPORT) READ ABSTRACT |

Public complaints case study by SAS Institute Inc. March 2013 - (Free Research) With large volumes of data pouring into the Hong Kong Efficiency Unit's call center, they needed a way to manage this information and provide excellent customer service. Read this brief case study to see how they leveraged a visual analytics platform to take more effective action and make better decisions.  (CASE STUDY) READ ABSTRACT |

Aberdeen Analyst Insight - Social Media & Customer Service: From Listening to Engagement by SAP America, Inc. October 2012 - (Free Research) Despite the growing popularity of social media among consumers, many customer service companies are still not harnessing the full potential of social channels. Read this insightful report to learn key trends in the use of social media for customer service and discover best practices for integrating social channels with CEM.  (WHITE PAPER) READ ABSTRACT |

TMA Resources Increases Customer Satisfaction Rates by Four Times with Parature Customer Service™ Software by Parature, Inc. August 2008 - (Free Research) In this case study, TMA needed to streamline and automate its manual customer service process to reduce resolution times and improve satisfaction. Learn how Parature Customer Service software reduced time on manual administrative activities by 25%.  (CASE STUDY) READ ABSTRACT |

Navy Federal Credit Union becomes trusted advisor with Infor by Infor December 2012 - (Free Research) Providing your customers with accurate, timely, pertinent information is the cornerstone of success for any client-based business. Check out this brief case study to lean how Navy Federal Credit Union implemented a cross-servicing platform to monitor customer interactions and provide more relevant services and information to their clients.  (CASE STUDY) READ ABSTRACT |

Bridging Channels Strengthens Customer Relationships by Infor December 2012 - (Free Research) Customers are using a variety of channels to interact with businesses, but if your company cannot cohesively connect across all channels, you could lose customers and revenue. Download this white paper for advice from industry experts on how to maintain a multichannel customer relationship, leading to longer, more beneficial customer relationships.  (WHITE PAPER) READ ABSTRACT |

The Social Customer ebook "Rethinking Customer Service: The Call Center as Corporate Information Hub" by SAP America, Inc. December 2011 - (Free Research) This e-book looks at how the call center in particular can help drive a proactive, rather than reactive, approach to business. Experts from the call center world share strategies and mindset shifts that must take place as customers demand more and more information about the products and services that they consume.  (WHITE PAPER) READ ABSTRACT |

Differentiation through Service Excellence Driving Customer Loyalty and Service Profitability by SAP America, Inc. September 2008 - (Free Research) The importance of achieving service excellence is growing. Products are increasingly becoming commodities, and CEOs are recognizing that first-rate service is crucial to enhancing customer satisfaction. This paper explores the crucial links between customer service and customer satisfaction.  (WHITE PAPER) READ ABSTRACT |

STOP LOOKING! THE FCR SILVER BULLET IS ALREADY HERE by Enkata Technologies April 2012 - (Free Research) This paper discusses first contact resolution and the offerings for measuring success with FCR.  (WHITE PAPER) READ ABSTRACT |

Epicor's IT Service Management - Expert IT Help Desk Software by Epicor Software Corporation   (SOFTWARE PRODUCT)

SAP Business Communications Management Rapid-Deployment Solution by SAP America, Inc. March 2011 - (Free Research) See how SAP has combined SAP Business Communications Management with implementation services to help you quickly and predictably improve customer service and reduce operational costs in inbound contact centers. The all-IP contact-center solution works with SAP CRM to further increase customer service benefits.  (WHITE PAPER) READ ABSTRACT |

The State of Service Management by SAP America, Inc. February 2013 - (Free Research) View this document to learn more about the current state of the service enterprise and the goals and investments prioritized by service leaders. It also displays performance benchmarks of leading service organizations and other factors that contribute to best-in-class performance.  (WHITE PAPER) READ ABSTRACT |

Banking: Differentiate Through Service Excellence with SAP CRM – Optimizing Customer Satisfaction, Efficiency, and Profit by SAP America, Inc. September 2010 - (Free Research) Read this paper to learn how SAP for Banking solutions, which encompass the SAP® CRM application, encourage agility and customer centricity in today’s demanding market. By seamlessly connecting front- and back-office tasks, they can provide a superior customer experience and stronger top-line growth.  (WHITE PAPER) READ ABSTRACT |

Strategic insights for your social CRM strategy by Infor May 2013 - (Free Research) This expert e-guide provides a comprehensive look at the challenges of defining a social media strategy for CRM, offers advice on choosing the right tools, and highlights how to train employees on new social media technologies.  (EGUIDE) READ ABSTRACT |

Converting Service Calls into Sales with Real-Time Offer Management by SAP America, Inc. July 1967 - (Free Research) Banks, utilities, retailers, and the like are taking advantage of incoming calls and Web visits to make offers to existing customers. In this paper learn how with real-time offer management applications, can help leverage customer information.  (WHITE PAPER) READ ABSTRACT |

To Get Promoted in Customer Support, Do These Five Things by Parature, Inc. March 2008 - (Free Research) Ascendancy in customer support ranks today demands a mix of both technical and business insight. Professionals that make service and support their career path and successfully move up the ladder, boast a range of skills across both disciplines.  (WHITE PAPER) READ ABSTRACT |

If You Teach a Customer to Fish: The Power of Web Self-Service by Epicor Software Corporation November 2008 - (Free Research) This document explores the power of online self-service and how it contributes to healthy customer relationships and delivers viable cost savings.  (WHITE PAPER) READ ABSTRACT |

Growing Market Share in a Highly Competitive Financial Services Industry by Keynote Systems February 2008 - (Free Research) Financial services organizations strive to retain existing customers and attract new ones, many are introducing new, enhanced services over the Web. Ensure you are providing the best possible experience by focusing your SLM processes on the end user.  (WHITE PAPER) READ ABSTRACT |

Tip Guide: Tips for making the business case for CRM analytics – and what can be gained by SAP America, Inc. December 2011 - (Free Research) In this e-guide, readers will learn more about customer relationship management (CRM) analytics and what can be gained from having this in place.  (EGUIDE) READ ABSTRACT |

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