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2010 Service and Leadership Trends in Customer Support by GoToAssist July 27, 2010 - (Free Research) Download this white paper to learn the correlation between training and customer satisfaction, why agents are most concerned about access to problem-solving resources, how support organisations are leveraging technology to get closer to customers and more.  (WHITE PAPER) READ ABSTRACT |

Business Intelligence: The Strategic Imperative for CIOs by Information Builders Inc. (E-mail this company) September 2007 - (Free Research) The CIO's role becomes more strategic as organizations use information to create a competitive advantage. This paper – using evidence from benchmarks created with IBM to test WebFOCUS' performance on System z running z/OS and Linux – helps CIOs to balance demands for information accessibility and processing power.  (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 |

GoToAssist Corporate - Remote Support Made Easy™ by GoToAssist July 2010 - (Free Research) Citrix® GoToAssist® Corporate™ is a comprehensive and secure remote support solution that helps businesses increase revenue and reduce costs while improving customer satisfaction and problem resolution times. Continue reading this product overview to learn more.  (PRODUCT OVERVIEW) READ ABSTRACT |

Customer Satisfaction with Application Delivery Controller Vendors by Citrix March 2010 - (Free Research) Enterprise Management Associates Report: "Customer Satisfaction with Application Delivery Controller Vendors" - shows how Citrix NetScaler beats F5 and Cisco in customer satisfaction. Discover why Citrix is superior in 16 out of 21 categories and tops the competition in Presales, Tech Support, Product, Technology, and Overall Business Value.  (ANALYST REPORT) READ ABSTRACT |

The Business Value of Whole Call Analytics by Raytheon BBN Technologies July 2010 - (Free Research) To maximize customer satisfaction and reduce costs, leading edge companies are using whole call analytics to examine voice interactions holistically. The result is new visibility of previously hidden improvement opportunities. Continue reading to learn how your company can reduce costs and improve customer satisfaction with whole call analytics.  (WHITE PAPER) READ ABSTRACT |

The Hidden World of PDF Accessibility by Xenos Group Inc. June 2010 - (Free Research) Online accessibility for the visually impaired is quickly becoming an integral part of many organizations’ customer satisfaction agendas. With PDF accessibility, enterprises with large statement requirements can ensure accessibility for the planning process for their ePresentment strategy, in particular PDF documents for statement and billing.  (WHITE PAPER) READ ABSTRACT |

Measuring the Business Impact of Support by GoToAssist July 2010 - (Free Research) Customer support has long been a business mainstay. Yet, the business impact of support is seldom measured - despite the influence of support on higher revenue, customer satisfaction and increased productivity. This new ServiceXRG white paper explores the importance of quantifying the impact of support on your business.  (WHITE PAPER) READ ABSTRACT |

Achieving Effective Inventory Management by Sage North America April 2010 - (Free Research) Wholesale distributors are facing critical factors that directly affect customer satisfaction and profit margins. This white paper examines those critical factors, and shows how you can gain the competitive advantages that empower your business to be successful in today’s marketplace. Read on to learn how to achieve effective inventory management.  (WHITE PAPER) READ ABSTRACT |

E-Book: The Black Book of Outsourcing 2009 Survey: Top Legacy Migration ITO Vendors by Clerity August 2010 - (Free Research) Each year, the Brown-Wilson Group and Black Book Research undertake an annual survey into organizations' satisfaction with their outsourcing service providers. Explore their findings in this informative E-Book.  (EBOOK) READ ABSTRACT |

Dimension Data Success Story: Alexander Forbes Service Desk by Dimension Data. July 2010 - (Free Research) Alexander Forbes is an aggressive adopter of technology and requires a professional, effective service desk to provide a high level of support for end users. The cost of doing this in-house is prohibitive. Dimension Data implemented a Service Desk to deliver support for end-user and infrastructure devices.  (CASE STUDY) READ ABSTRACT |

CRM Built for Customer Service: The Executive Guide to Selecting CRM that Meets Service Needs by Pivotal CRM, a CDC Software solution February 2009 - (Free Research) This paper explores core principles companies can use to help them select a CRM system that each customer service user, from executive management on down, feels was built just for them.    (WHITE PAPER) READ ABSTRACT |

How to Lose Customers in Five Easy Steps by SAS Institute Inc. August 2009 - (Free Research) This paper presents the five most common practices that result in losing the customer and how to avoid those pitfalls. You'll also learn how smarter customer interactions and more customer-centric measures can help you deepen and grow relationships with your most valuable customers.  (EBOOK) READ ABSTRACT |

Making a Case for Problem Solving in the Energy and Utilities Industries by IBM July 2010 - (Free Research) Energy and utility companies can work smarter through better collaboration and greater insight, so that their employees can make more informed decisions that reduce costs, minimize waste and improve efficiency while improving customer satisfaction. Read this paper for more information.  (WHITE PAPER) READ ABSTRACT |

Jama Contour v2.9 by Jama Software December 2009 - (Free Research) Scope creep kills innovation. Over $1 trillion is spent each year on R&D, and 60% of the projects fail due to requirements issues. By using requirements management best practices you can achieve 2x higher profits and 6x faster development cycles.  (TRIAL SOFTWARE) READ ABSTRACT |

Application performance management: a six-step approach to improving staff efficiency and efficiency and customer satisfaction by Hewlett-Packard Company July 2010 - (Free Research) This paper details an approach that application owners and operations managers can use to achieve a successful application performance management deployment. The ultimate goal is to help you take clear steps toward robust application performance management capabilities so that you can serve your internal and external customers more effectively.  (WHITE PAPER) READ ABSTRACT |

How to Get More from Your Existing Interactive Voice Response (IVR) by Raytheon BBN Technologies July 2010 - (Free Research) This paper explores how to reduce agent-handled call volume – by increasing self-service success and by routing more calls to the correct queue and to increase customer satisfaction with the IVR. Continue reading to learn how analyzing customer behavior inside your IVR will reveal fixable obstacles and frustrations that will make a big difference.  (WHITE PAPER) READ ABSTRACT |

The New Math: Double Your Results for Half the Cost with a Cloud-Based Contact Center by Contactual, Inc. March 2010 - (Free Research) This paper examines the differences between on-premises contact centers and hosted alternatives. It looks at the reasons why on-premises contact centers are becoming obsolete, and offers suggestions for how enterprises can eliminate capital expenditures while increasing customer satisfaction and staying on the forefront of innovation.  (WHITE PAPER) READ ABSTRACT |

Eight Essential Steps: Moving the Contact Center Beyond Operational Efficiency to Business Effectiveness by Aspect, Inc. August 2010 - (Free Research) This paper explains how to move the contact center beyond operational efficiency to business effectiveness and provides best practices employed by businesses that already operate their contact centers as profit centers and touching on the technology that makes it possible. Read on to learn how to transform your contact center into a profit center.  (WHITE PAPER) READ ABSTRACT |

Business Intelligence: The Definitive Guide for Midsize Organizations by SAP America, Inc. June 2008 - (Free Research) Business intelligence (BI) allows organizations to better understand, analyze, and even predict what's occurring in their company.  (WHITE PAPER) READ ABSTRACT |

Application Performance is Top Priority, End User is King by CA Technologies. May 2010 - (Free Research) This IDG Research Services study demonstrates that CIOs and IT leaders recognize the business impact of application performance - it’s all about end-user and customer satisfaction, increasing productivity, and lowering costs.  (TEST RESULTS) READ ABSTRACT |

VoIP Without Hype: What Businesses Need to Know by Fonality Inc. August 2010 - (Free Research) It’s important to approach VoIP with your eyes wide open – to understand the technology involved, the investment required, and an affordable migration path to VoIP that will deliver value to your business, both short- and long-term, without compromising the quality of your communications. Read this paper to find out more.  (WHITE PAPER) READ ABSTRACT |

5 Best Practices for Telling Great Stories with Data by Tableau Software February 2008 - (Free Research) Data doesn't have to be only fact driven and metric. Learn these five best practices to help you make sense and order out of a disparate collection of facts.  (WHITE PAPER) READ ABSTRACT |

The Next Frontier for Support Centers: Customer Experience Management by Citrix Online UK August 2010 - (Free Research) This new smith+co white paper explores the importance of the customer experience and the role of technology in creating, nurturing and strengthening customer relationships with every single interaction.  (WHITE PAPER) READ ABSTRACT |

Web Content Management Will Weave Its Way Into More Enterprise Applications by SDL Web Content Management Solutions Division July 2010 - (Free Research) Review this survey from Forrester to see the results of a recent survey of 225 information and knowledge management (I&KM) professionals with Web content management (WCM) decision-making or influencer roles and find out about their WCM strategies for the coming year.  (WHITE PAPER) READ ABSTRACT |

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