One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions. 

Overall Web performance - including availability, responsiveness and consistency - can have a huge impact on an online retailer's revenues, brand and customer satisfaction. Read this whitepaper to learn 12 tips to assess online retail readiness for the upcoming holiday season. 

To truly meet the needs of the modern banking customer, banks must do more than simply provide multi- siloed, disconnected, and inconsistent channels. This business whitepaper includes recommendations from a leading analyst on driving customer retention. 

The head of IT for Sunco Cabinets, a small business, felt the new Web Security service might be the answer to simplify enforcement of Sunco's Internet use policy and protect against emerging web-based threats. Read this case study to learn how this Webroot solution gave Sunco the protection they needed. 

The goal of South African Tourism's global employees is to increase tourism to the nation to help enhance the nation's economy. To address this issue they utilized the research of a tier-one customer relationship management consultancy and selected Microsoft Dynamics™ CRM 4.0. 

During this webinar, Lead Generation Expert, Brian Carroll, will discuss how a multi-touch approach to lead nurturing can keep your prospects engaged through relevant content and timely conversations until leads are ready to talk to your sales team. 

Read this paper and get a look at how the next generation microarchitecture's dynamically scalable and design-scalable features directly contribute to power efficiency and performance. 

This video demonstrates how our Multi-screen Experience enables the seamless movement of content and services across devices. It shows how with its unique ability to bring consumers more freedom and simplified consumption, multi-screen will create growth through a constructive intersection of content, advertising and communication industries. 

This knowledge paper examines and explores the rapid rise of the mobile consumer, and provides strategies for integrating mobile customer service into the multi-channel service strategy. The paper details how your mobile customer service solution must be channel-specific to mobile, and deliver upon the need for efficiency, accuracy and simplicity. 

James C. Nolan Law Office wanted to reduce monthly server maintenance fees, eliminate concerns about server reliability, and simplify the process of connecting seasonal workers to company systems. The firm got rid of its servers and subscribed to the Microsoft® Business Productivity Online Standard Suite. 

annatommie, an orthopedic diagnosis and treatment and rehabilitation center in the Netherlands, was growing rapidly and wanted to take advantage of electronic, automated efficiencies to save money and improve productivity, while minimizing IT costs. Read this case study to learn how Microsoft® Online Services helped them reach their goals. 

Microsoft® Online Services provide businesses with subscription-based Microsoft-hosted online services that offer access to rich communication, collaboration, and productivity applications from anywhere. Read this white paper to learn more. 

This webcast, with an introduction from Steve Ballmer, Microsoft CEO, examines the importance of CRM software has on a company’s bottom line.