The 2013 Application and Service Delivery Handbook by Jim Metzler
sponsored by Silver Peak
WHITE PAPER:
The goal of the 2013 Application and Service Delivery Handbook is to help IT organizations ensure acceptable application and/or service delivery when faced with both the first generation, as well as the emerging second generation of application and service delivery challenges.
Posted: 14 Jun 2013 | Published: 14 Jun 2013
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Transform Consumer Relationships
sponsored by Hewlett-Packard Company
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In this white paper, explore how to understand consumer behavior and predict future actions through the right analytical strategies and tools. Discover how to leverage multi-channel communication with customers to improve customer experience, drive loyalty, and improve revenue.
Posted: 11 Jun 2013 | Published: 31 Jan 2013
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Visual Customer Service: Improve Customer Interactions with Video
sponsored by Polycom, Inc.
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Explore how video conferencing can help not only reduce the time, cost, and carbon footprint associated with travel but also boost customer service and client satisfaction.
Posted: 10 Jun 2013 | Published: 28 Feb 2013
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Red Hat JBoss Portal Platform: Our Value Proposition
sponsored by Red Hat
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Web portals give organizations the opportunity to deliver a tailored web experience to a range of end users. View this white paper to learn how portals are utilized to share information and provide online self-service. it explains the value of sites based on portals.
Posted: 07 Jun 2013 | Published: 07 Jun 2013
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Transform Client-Centric Consulting with Video Collaboration
sponsored by Polycom, Inc.
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Client-centric consulting services need a borderless communications strategy to facilitate collaboration regardless of time and location. This white paper details how video collaboration can provide you with exactly this. View now to learn more!
Posted: 04 Jun 2013 | Published: 28 Feb 2013
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Enterprise Mobile Apps for Marketing and Sales
sponsored by Apperian, Inc.
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Access this exclusive resource to learn how you can effectively leverage the BYOD and consumerization of IT trend in order to better support sales and service teams and boost sales. Inside you'll find info about mobile customer relations management, mobile apps for marketing, a guide to selecting apps, and more.
Posted: 31 May 2013 | Published: 31 May 2013
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Seven Trends Driving Effectiveness in the Contact Center
sponsored by Avaya
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Customers want to use social media, video, instant messaging and more to contact you - and they want to do it quickly. In this resource, check out seven key trends that are driving effectiveness in the contact center.
Posted: 31 May 2013 | Published: 30 Apr 2013
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Big Data in the Contact Center
sponsored by Avaya
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Collecting contact center data is just the first step to serving your customers more effectively. Understanding qualitative data using the newest analytics technologies is also essential - learn how to turn your data into actionable intelligence in this helpful resource.
Posted: 31 May 2013 | Published: 31 May 2013
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Blended interaction : For Inbound and Outbound
sponsored by Aspect
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Finding a way to unify, streamline, and simplify communication between employees and customers is key to great customer experience. This resource explores how blended interaction leverages modern enterprise technologies to connect call center agents, consumers, and knowledge workers through a multitude of channels.
Posted: 28 May 2013 | Published: 30 Apr 2013
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Turning Social Media into a Game-Changing Customer Care Channel
sponsored by Aspect
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Today's customers demand highly personalized, engaging experiences, and leveraging social media to transform your contact center is a way to surpass these expectations. Access this whitepaper to learn how combining contact center best practices with social media CRM technologies can increase the effectiveness of your customer interactions.
Posted: 28 May 2013 | Published: 23 May 2013
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Productive Workforce
sponsored by Aspect
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Many contact centers can't keep up with the demands of the "Consumer 2.0" due to outdated technologies and inefficient call center staffing. In this resource, discover how a workforce optimization strategy can help you improve customer experience and reduce cost per interaction.
Posted: 24 May 2013 | Published: 31 Mar 2013
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Keeping Pace with the Consumer
sponsored by Aspect
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Customers are demanding high levels of service from a variety of new channels - channels that bring both risk and opportunity for CRM. This helpful whitepaper outlines the key capabilities of a next-generation contact center and explores the various tools you should consider for supporting a collaborative CRM initiative.
Posted: 23 May 2013 | Published: 31 Mar 2013
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Are Public Sector organisations embracing collaboration to provide more Seamless Service for the 24/7 citizen?
sponsored by Aspect
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Modern contact centers are faced with customer demands for consistent, 24/7 service and support - even the public sector. This in-depth survey report delves into the challenges that public sector contact centers face, highlights the key trends that will affect customer interaction, and investigates the success rates of cost-savings initiatives.
Posted: 23 May 2013 | Published: 23 May 2013
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Making the Back Office Pay
sponsored by Aspect
WHITE PAPER:
42% of contact center decision-makers say they're unable to effectively manage end-to-end workflow of customer interactions, and one of the main reasons for this is sub-par back-office processes. In this resource, explore how improving back-office staff utilization and performance results in more accurate, timelier responses to customer queries.
Posted: 23 May 2013 | Published: 31 Mar 2013
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Systems Of Engagement Demand New Integration Solutions — And A New IT
sponsored by IBM
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To meet customer's growing expectations, smart businesses are focusing on integrating customer engagement apps into their existing systems. This in-depth Forrester report explores how major global companies are approaching this integration and what your peers are doing to surpass customer expectations.
Posted: 17 May 2013 | Published: 30 Apr 2013
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IBM solutions for social selling
sponsored by IBM
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The relationship a business has with its customers is integral to its success. Recently, the way customers relate to organizations has changed dramatically because of new technologies and expectations. Consult this white paper to learn more about how you can streamline your processes and improve your customer relationship with the changing trends.
Posted: 09 May 2013 | Published: 09 May 2013
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Permissions and Preferences: Let's Rethink This
sponsored by Message Systems
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This insightful resources explores the changing landscape of email marketing and explains why customer engagement, rather than permissions, is the most valuable asset you have for effective customer relationship management and successful marketing campaigns.
Posted: 08 May 2013 | Published: 31 Dec 2012
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Customer Engagement in a Mobile World
sponsored by Message Systems
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This comprehensive white paper explores the state of customer-business interaction today, and outlines the capabilities and features of a "customer communication hub" – a way to unify customer interaction across a variety of modern channels, including social media and mobile.
Posted: 06 May 2013 | Published: 31 Dec 2012
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Integrated data mining - the core to customer analytics success
sponsored by Infor
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For most companies, data mining for customer analytics fails to live up to its potential, due to the complexity and cost of traditional tools. Inside, discover the challenges that traditional data mining systems pose and gain insight on how you can overcome them to enable customer analytics success.
Posted: 01 May 2013 | Published: 28 Feb 2013
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Infor Epiphany Social Commerce Solutions
sponsored by Infor
WHITE PAPER:
This white paper introduces a software suite that can help you gain deeper customer insights from social media data, resulting in more successful marketing campaigns and customer relationships. Learn how this technology can help you achieve five main components of a successful CRM initiative.
Posted: 01 May 2013 | Published: 31 Dec 2012
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CRM and Social Media
sponsored by Infor
WHITE PAPER:
Leveraging social media as part of your marketing strategy has obvious benefits, but you need the right strategy to experience all of them! This helpful resource answers questions about the why and how of social CRM, and offers five key guidelines for an effective social media strategy.
Posted: 01 May 2013 | Published: 31 Dec 2012
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Infor Epiphany Brochure
sponsored by Infor
WHITE PAPER:
This helpful resource introduces one CRM tool that allows you to optimize your customer interactions across all communication channels and glean deeper insight into your customer base. Read on to learn about the specific benefits this technology offers businesses across all sectors.
Posted: 30 Apr 2013 | Published: 31 Dec 2012
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CRM and social media - How a blended approach means good business in the hospitality industry
sponsored by Infor
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This white paper offers helpful guidelines for those in the hospitality industry on how to blend CRM with social media and real-time marketing strategies to improve customer satisfaction, attract more guests, build business, and get higher ROI.
Posted: 30 Apr 2013 | Published: 31 Dec 2012
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New Opportunities for Business Intelligence: Seven Ways to Deliver a Superior Customer Experience Now
sponsored by Information Builders
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Customer service has a profound impact on profitability. And even more, you have to think about your reputation in this age of social media. Read this informative white paper analyzing seven exciting technology innovations that can empower businesses to optimize customer service in today's multi-channel world.
Posted: 30 Apr 2013 | Published: 30 Apr 2013
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Bridging Channels Strengthens Customer Relationships
sponsored by Infor
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Customers are using a variety of channels to interact with businesses, but if your company cannot cohesively connect across all channels, you could lose customers and revenue. Download this white paper for advice from industry experts on how to maintain a multichannel customer relationship, leading to longer, more beneficial customer relationships.
Posted: 26 Apr 2013 | Published: 31 Dec 2012
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