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 •   Customer Service (General)
 •   Customer Relationship Management (CRM)
 •   Customer Experience Management (CEM)
 •   Customer Interaction Management
 •   Contact Center Management
 •   Call Center Management
 •   On-line Customer Support
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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 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)

Use effective call centers to build customer loyalty by Infor CRM

February 08, 2012 - (Free Research)
This tip guide features chapter 6 from Paul R. Timm's book, 'Technology and Customer Service: Profitable Relationship Building.' Access this resource now to learn how to align business process with customer relationship management (CRM) initiatives, tips for CRM strategy and how to effectively leverage the call center to improve customer loyalty. 
(EGUIDE) READ ABSTRACT |

Eight Strategies for First Rate Customer Service by Cisco Systems, Inc.

February 22, 2008 - (Free Research)
This paper provides eight strategies for creating a relationship with your customers that will keep them coming back. 
(WHITE PAPER) 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 |

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 |

ICBC Builds Cutting-edge Contact Center as Part of their Customer-Centric Strategy by Genesys

December 31, 2012 - (Free Research)
This case study reveals how Canadian insurer ICBC built a flexible, cutting-edge contact center as a key part of its customer-centric strategy, enabling the company to improve routing flexibility, increase customer satisfaction, and more. 
(CASE STUDY) READ ABSTRACT |

Navigating the path to satisfying online customer experience by Tealeaf

November 23, 2011 - (Free Research)
Read this exclusive e-guide to get an executive-level, 360-degree view on which CRM approaches are best for different business scenarios -- from winning strategies for mobile users to social CRM tools to best practices for multi-channel customer experiences. 
(EGUIDE) READ ABSTRACT |

A Mobile Customer Service Strategy: Research Report and Best Practices Guide by Aspect

December 31, 2013 - (Free Research)
Contact center professionals are quickly realizing that they must support customers via mobile devices -- but implementing that mobile support isn't always easy for organizations. In this report, get the info you need to create and implement a successful mobile customer service strategy. 
(WHITE PAPER) READ ABSTRACT |

5 Ways to Optimize Your Workforce by Aspect

December 14, 2012 - (Free Research)
You need to provide a flexible, efficient and consistent customer experience, but with the myriad of communication channels available today, legacy service strategies are inadequate. Read on to learn how unified communications and workforce optimization can provide the visibility and control needed to deliver exceptional customer service. 
(WHITE PAPER) READ ABSTRACT |

Forging a CEM Strategy by SearchCRM

August 28, 2013 - (Free Research)
Shoppers are looking for more personalized, responsive, relevant experiences, and in order to provide that, your business needs an effective customer experience management (CEM) strategy. Learn how when you access this expert three-part e-guide and discover six top concepts that make up a successful CEM strategy. 
(EGUIDE) READ ABSTRACT |

Four Effective Service Strategies that Drive Brand Advocacy by Oracle Corporation

April 25, 2011 - (Free Research)
This paper will provide answers, focusing on the four key aspects of service that can combine to create a "WOW!" experience: convenience, speed, relevance, and relationship. 
(WHITE PAPER) READ ABSTRACT |

A more social contact center by Salesforce.com

March 20, 2012 - (Free Research)
In this expert e-guide, you will discover ways that contact centers are using social media channels to manage customer contact volume and the 10 steps to creating a call center social media strategy. 
(EGUIDE) READ ABSTRACT |

Apply the power of CRM to build customer loyalty by Infor CRM

February 07, 2012 - (Free Research)
This tip guide comes straight from Paul R. Timm's book, 'Technology and Customer Service: Profitable Relationship Building.' Read on to learn how to utilize today's technologies for enhancing customer relationship management (CRM) strategies. 
(EGUIDE) 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 |

Social Intelligence Approaches to Support Four Core Customer Scenarios by Hewlett-Packard Company

April 03, 2013 - (Free Research)
This paper outlines some of the best methods for deploying social intelligence to support your CRM strategies. Read this and learn how the right social intelligence can help you win new customers, retain existing customers, reduce the cost of customer management and more. Also, discover specific use cases of social intelligence. 
(WHITE PAPER) READ ABSTRACT |

Deploying Customer Service in the Cloud by Oracle Corporation UK Ltd

March 01, 2013 - (Free Research)
Read this white paper for best practices in deploying customer service in the cloud. Learn how to successfully implement, consolidate, optimize, and transform your customer experience management strategy and sustain a long-term competitive advantage. 
(WHITE PAPER) 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 |

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 |

UPMC Health Plan Optimizes Customer Conversations to Ensure Service Excellence by Genesys

September 16, 2013 - (Free Research)
Consult this case study today to learn how UPMC Health Plan developed an innovative customer service strategy that provided consistent, personal customer experiences, enabled constant service improvements, and more. 
(CASE STUDY) 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 |

Mobile Devices Reshaping the Customer Experience: Learn how a mobility strategy can drive innovation and add a competitive edge to your contact center by Avaya

December 31, 2012 - (Free Research)
This resource details the opportunities that mobility presents for contact centers, and offers guidance to help you weave these opportunities into a strategy that empowers you to capitalize on mobile benefits and sharpen your competitive edge. 
(WHITE PAPER) READ ABSTRACT |

How Mobile Devices are Driving Innovations in Contact Centers by Avaya

October 29, 2012 - (Free Research)
Failing to adopt a customer service strategy for mobile devices could put your business at a serious disadvantage. Gartner research suggests that 80% of companies will suffer revenue loss from the lack of customer support on mobile devices by 2013. Read this paper to learn how to utilize the opportunities mobility offers customer service. 
(WHITE PAPER) READ ABSTRACT |

Retail’s Mobility Imperative: A Measured Approach to the Emerging Channel by BlackBerry

July 27, 2010 - (Free Research)
This study examines what's driving retailers' mobile strategies, where they're focusing their time and money, and how they plan to measure their performance. In addition, view results of an exclusive survey of more than 300 executives at top U.S. retailers. Continue reading to learn more! 
(ANALYST REPORT) READ ABSTRACT |

Commerce Anywhere: A Business and Technology Strategy to Maximize Cross-Channel Commerce Growth by Oracle Corporation

April 26, 2011 - (Free Research)
E-commerce has gone from fringe to foundation. Now, businesses must tailor their customer serivce approach to the more complex "anytime, anywhere" customer with mobile device in hand. This white paper from Oracle details the "commerce anywhere" approach. 
(WHITE PAPER) READ ABSTRACT |

The power of Call Centers and Customer Loyalty by Infor CRM

February 06, 2012 - (Free Research)
Read this e-guide from our award-winning editorial team to learn strategies for how to utilize innovative technologies to improve your customer experiences, retain customers and gain loyalty. 
(EGUIDE) READ ABSTRACT |

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