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3-2-1 Contact the Call Center by SearchCRM

January 31, 2013 - (Free Research)
Contact centers can't live in the past. This three-part handbook offers insight into how contact centers can modernize an agent's tools to meet the demands and needs of customers whose mobile and social empowerment has put companies in the virtual hot seat. 
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Poudre Valley Health System Saves over $6 Million, Increases Medical Transcription Productivity by Nuance

December 31, 2012 - (Free Research)
This case study reveals the on-demand platform for computer aided medical transcription (CAMT) that PVHS adopted to improve their transcription process, improve productivity, and reduce costs. View now to uncover if a similar solution could work for your organization! 
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E-Book: The New Best Practices for Document Imaging, OCR, and Scanning by Nuance

July 12, 2011 - (Free Research)
Successful document management begins with efficient and well-managed document imaging, scanning and capture processes. This eBook examines the latest trends in document imaging and scanning, as well as optical character recognition (OCR), and provides expert advice on best practices in those areas. 
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How Outsourcing Transcription Facilitates EHR and Meaningful Use by Nuance

December 31, 2012 - (Free Research)
Learn about a full-service, outsourced transcription option for healthcare enterprises that combines speech recognition with transcription services, enabling you to produce and deliver cost-effective, timely, and high-quality clinical documentation. 
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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. 
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Knowledge Management: 5 Steps to Getting It Right the First Time by Oracle Corporation UK Ltd

September 30, 2012 - (Free Research)
This eBook sets out 5 simple steps for optimizing customer service and support with an effective, best-practice-led knowledge management initiative. 
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Knowledge Management: 5 Steps to Getting It Right the First Time by Oracle Corporation

September 01, 2012 - (Free Research)
This eBook sets out 5 simple steps for optimizing customer service and support with an effective, best-practice-led knowledge management initiative. 
(EBOOK) READ ABSTRACT |

Knowledge Management: 5 Steps to Getting It Right the First Time by Oracle Corporation

December 26, 2013 - (Free Research)
In this eBook, find 5 simple steps for optimizing customer service and support with an effective, best-practice-led knowledge management initiative. 
(WHITE PAPER) READ ABSTRACT |

Thinking Outside the (Search) Box: Powering Enterprise Search with Knowledge by Consona Corporation

June 17, 2011 - (Free Research)
Enterprise search delivers the highest value when it helps create a great customer experience. Read this whitepaper to learn how execute enterprise search with knowledge. 
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Transaction integrity: The key to customer retention by Iron Mountain

March 14, 2012 - (Free Research)
Read this insightful paper now to learn about the challenges surrounding the proper management of transaction documents, the benefits of optimized transaction protection and leveraging partners for storage and retrieval, individual case studies and so much more. 
(WHITE PAPER) READ ABSTRACT |

CA Wily Customer Experience Manager by CA Technologies.

December 30, 2008 - (Free Research)
Speed time-to-value on your CA Wily Customer Experience Manager (CEM) investment with the CA Wily CEM Rapid Implementation service. By following a set of proven best practices, CA services will accelerate the basic deployment of CA Wily CEM that is tailored to meet your most essential business needs. 
(DATA SHEET) READ ABSTRACT |

Knowledge Management is NOT an Add-on! by Consona Corporation

October 01, 2010 - (Free Research)
Service and support organizations can benefit tremendously from knowledge. When implemented effectively, knowledge management processes and technology can deliver significant benefits. Read this paper to learn about delivering knowledge-driven CRM. 
(WHITE PAPER) READ ABSTRACT |

One-Stop Shop: Best Practices to Streamline your Service Desk by Nimsoft, Inc.

September 22, 2011 - (Free Research)
Your service desk should be the one stop shop for internal and external customers. But, in order for IT to be the orchestrator of knowledge and the service catalog, you need to provide excellent service and quick response times. Watch this webcast and discover the most current recommendations for service delivery and management best practices. 
(WEBCAST) 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. 
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Driving Customer Service Success in the Cloud with Microsoft Dynamics CRM Online by Microsoft

August 23, 2010 - (Free Research)
Join us for this webcast to learn how Microsoft Dynamics CRM Online provides complete service management functionality to help you manage cases, contracts, and knowledge. 
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Speech Analytics - The Power of Simplicity by Calabrio, Inc.

June 23, 2011 - (Free Research)
This overview examines the power of Speech Analytics technology to extend resources and expand knowledge. 
(WHITE PAPER) READ ABSTRACT |

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

October 01, 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 |

Case Study-VMware Consona Knowledge Management by Consona Corporation

June 01, 2010 - (Free Research)
Changing corporate culture to focus on customer service and support is practically a routine activity in large service-oriented organizations these days.This case study covers what VMware is doing to provide outstanding support for their customers. 
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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. 
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Strategies for Profitable Growth: Sap for Professional Services by SAP America, Inc.

April 01, 2005 - (Free Research)
With customer demands rising and prices falling, service excellence alone is no longer enough to ensure future growth and profitability. Read this white paper to explore strategies, practices, and tools that can help your business achieve p... 
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The Power of Transformational Knowledge by Oracle Corporation

January 06, 2014 - (Free Research)
In this white paper, find out how you can deliver superior customer experiences with a Transformational State of Knowledge. Inside, find specific steps you can follow to achieve transformational knowledge, and learn how this state can grant your company sustainable growth and profitability. 
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Knowledge-Infused Customer Relationship Management: A Game-Changing Investment for Customer Support by Oracle Corporation

November 16, 2011 - (Free Research)
Most customer service organizations have recently seen operational budgets cut by nearly 20%. In addition, the goal of maintaining quality customer service has become more difficult to achieve. Organizations must now deliver the same levels of service with fewer resources. Can it be done? Read on, and find out how. 
(WHITE PAPER) READ ABSTRACT |

Mobility - Aironet 1100 Series by Cisco Systems

The Cisco Aironet® 1100 Series delivers an affordable and upgradable 802.11b wireless LAN (WLAN) solution, setting the enterprise standard for high performance, secure, manageable, and reliable WLANs. 
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Network Foundation - Cisco 1700 Series by Cisco Systems

Cisco 1700 Series modular routers are ideal for enterprise small branch offices and small and medium-sized businesses that need secure access to business applications, network resources, and Internet services. The Cisco 1700 Series delivers fast, reliable and secure Internet/network access through a wide-range of high-speed WAN access technologies. 
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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 |

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