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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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WebFOCUS Operational Enterprise Business Intelligence by Information Builders Inc..
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IBM Watson Engagement Advisor by IBM

November 01, 2013 - (Free Research)
The following white paper outlines the recent change in the consumer market and how to ensure that you are delivering the best customer service. 
(WHITE PAPER) READ ABSTRACT |

Who Are My Best Customers? by SPSS Inc. Worldwide Headquarters

February 20, 2009 - (Free Research)
Who are my best customers? If you manage sales, marketing, or customer service, you want an answer to that. That's because implementing successful strategies for every customer segment is critical to increasing business profits. This paper describes just a few of the ways that you can use analytics to better understand your customers. 
(WHITE PAPER) READ ABSTRACT |

Customer Experience Exchange E-Zine: Issue 3 by SearchCRM

March 20, 2012 - (Free Research)
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%. 
(EZINE)

Customer Experience Exchange E-Zine Issue 2 by SearchCRM

January 31, 2012 - (Free Research)
This second issue of Customer Experience Exchange highlights the contact center. Often an overlooked facet of customer relationship management (CRM), the contact center is usually the first way a customer reaches out to a company and thus should always be considered in CRM strategies. 
(EZINE)

Avaya Aura Contact Center Database Integration Wizard: Part Two, Data Exchange by Global Knowledge

July 26, 2013 - (Free Research)
In Part 2, Data Exchange, of this series on the Avaya Aura Contact Center Database Integration Wizard you will see how to use the SEND REQUEST and GET RESPONSE operations so that customer information collected during the call to the contact center system can be exchanged with a backend database. 
(WHITE PAPER) READ ABSTRACT |

How to Fine-Tune your Contact Center by SearchCRM

August 07, 2013 - (Free Research)
With call center software, best business practices can be difficult to navigate. But the payoff is worth investigating. In this handbook, readers find detailed explanations of the latest call center technologies as well as insight on call center management—including schedule and workforce management. 
(EGUIDE) READ ABSTRACT |

CRM in Financial Services: Best practices, trends and strategy for the new economy by Pivotal CRM, a CDC Software solution

November 23, 2010 - (Free Research)
Find out how financial services companies are leveraging CRM technology and best practices to improve service and operational efficiency. Read this e-book to learn more. 
(EBOOK) READ ABSTRACT |

Doing More with Less: Next-Generation Strategies and Best Practices for Customer Service by eGain Communications Corp.

December 01, 2003 - (Free Research)
Download a complimentary white paper on how world-class companies sustain service excellence, improve contact center productivity and reduce costs to beat their competitors in today's tough business environment. 
(WHITE PAPER) READ ABSTRACT |

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

February 17, 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 |

The State of Customer Analytics: Taking a Proactive Approach to Loyalty and Retention by IBM

December 31, 2012 - (Free Research)
In today's highly competitive market, it is more important than ever to provide top-tier customer service, and successful businesses know the key to this is leveraging a customer analytics initiative.  Read this resource to learn the ins and outs of customer analytics and the tools you'll need to implement a successful analytics program. 
(WHITE PAPER) READ ABSTRACT |

Smarter Commerce for Consumer Products by IBM

November 16, 2011 - (Free Research)
The connected customer is changing the way you must conduct business. In order to comply with your customers' demands, you must change the way your products are sourced, manufactured and distributed. Smarter commerce enables this, allowing you to transform how quickly you can manage and adapt your source, market, sell and service processes. 
(WHITE PAPER) READ ABSTRACT |

5 Web Self-Service Pitfalls: What Every Contact Center Manager Must Know by eGain Communications Corp.

February 17, 2010 - (Free Research)
This paper discusses and analyzes 5 myths frequently encountered in the context of self-service strategies and implementations, and offers proven industry best practices to counter them. This paper will be a valuable resource for you as you develop, implement, and refine your customer self-service strategy. 
(WHITE PAPER) READ ABSTRACT |

The Customer Service Balancing Act by Jive Software

July 11, 2013 - (Free Research)
Access this helpful resource to discover a customer service technology that provides complete integration of all your customer communication channels so that you can achieve a unified view of customer interactions. Read on to discover how this peer-based strategy can cut costs while enhancing customer service by reading now! 
(WHITE PAPER) READ ABSTRACT |

How Analytics Bring Organizations Closer to Their Customers by IBM

April 19, 2012 - (Free Research)
Analytics offer insight and can help you make better, smarter decisions - both of which can enable positive customer experiences. In today's wide-open business environment, customers have plenty to choose from. This paper explains why using analytics to your advantage is key to fostering successful customer relationships. 
(WHITE PAPER) READ ABSTRACT |

8 Traits of IT-Friendly Contact Center and Web Customer Service Software by eGain Communications Corp.

May 06, 2010 - (Free Research)
In this white paper, we discuss eight IT-friendly software traits that minimize risk, maximize ROI, and encourage innovation. Although the focus of this paper is on contact center and web customer service software, the discussion is broad enough to be a valuable guide for any technology investment. 
(WHITE PAPER) READ ABSTRACT |

The Social Business: Advent of a new age by IBM

February 16, 2011 - (Free Research)
This paper outlines the why organizations need to become social businesses today. Read on to learn how your business can become social through crafting the right blueprint relying on networks, social and real-time collaboration, mobility and integration, how to deepen your customer relationships and the benefits associated with it, and much more. 
(WHITE PAPER) READ ABSTRACT |

Staples Case Study by IBM

September 21, 2011 - (Free Research)
Staples set the bar for the office superstore when it first opened its doors in 1986. It now has the second-largest Internet retail revenue in the world with $10.2 billion in 2010 sales, 43% of the company's total revenue. This paper details how Staples delivered a much more personalized shopping experience to its online customers. 
(CASE STUDY) READ ABSTRACT |

A smarter approach to CRM: An IBM perspective by IBM

February 15, 2012 - (Free Research)
With instant access to information, customers expect a purchase experience that matches the ease and speed of the information-gathering experience. Read this white paper, created in collaboration with Frost & Sullivan, to see how a customer relationship management (CRM) solution can help you respond on the customers' terms. 
(WHITE PAPER) READ ABSTRACT |

Readying your Portals for Social Business by IBM

August 16, 2011 - (Free Research)
Social networking, high-speed mobility and smarter devices are changing the way we do business. Read this paper now to learn how you can create value for your business through building robust social and real-time collaboration capabilities into portals. 
(WHITE PAPER) READ ABSTRACT |

Turning Customer Interactions into Money: Using Predictive Analytics to Achieve Stellar ROI by SPSS Inc. Worldwide Headquarters

December 31, 2008 - (Free Research)
This whitepaper makes the case for using predictive analytics as a catalyst for a company's growth. It includes best practices from several global companies including: Cablecom, Royal & Sun Alliance, and T. Rowe Price. Ultimately, it is about maximizing the level of understanding that can be achieved with customer data. 
(WHITE PAPER) READ ABSTRACT |

Customer Experience Exchange E-Zine: Taking a swing at social CRM by SearchCRM

May 16, 2012 - (Free Research)
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. 
(EZINE)

Cognos Business Intelligence for Report Authors by IBM

January 24, 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 |

Inside the Midmarket: A 2011 Perspective - An environment like no other - IBM Worldwide Study by IBM

October 27, 2011 - (Free Research)
In our increasingly intelligent, instrumented, and interconnected world, midsize businesses are finding new ways to use information and technology to be smarter about how they work, where they invest, and the way they interact with their customers. 
(WHITE PAPER) READ ABSTRACT |

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. 
(VIDEO) 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. 
(CASE STUDY) READ ABSTRACT |

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