Customer Support Software White Papers

WHITE PAPER: 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.

Posted: 19 Jun 2013 | Published: 31 Dec 2012

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

WHITE PAPER: Research shows that 90% of customer service decision-makers believe delivering quality service is paramount to success. But with tight budgets, businesses today need cost-effective ways of achieving higher service levels. Read on to learn how collaboration in your contact center can keep costs low while increasing service levels.

Posted: 06 Nov 2012 | Published: 30 Apr 2012

WHITE PAPER: 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.

Posted: 29 Oct 2012 | Published: 29 Oct 2012

WHITE PAPER: Customer data integration helps companies grow and thrive, but businesses still have a long way to go to implement customer relationship management (CRM) in a meaningful way. Check out what over 300 companies said about cloud, their CRM platforms, and customer data integration in this survey.

Posted: 20 Aug 2012 | Published: 20 Aug 2012

WHITE PAPER: This brief white paper covers 9 critical capabilities to demand from your interactive voice response (IVR) cloud hosting provider.

Posted: 13 Mar 2012 | Published: 13 Mar 2012

WHITE PAPER: Read this white paper to learn more about why you should implement web chat into your current customer support operations.

Posted: 27 Oct 2011 | Published: 27 Oct 2011

WHITE PAPER: To minimize downtime caused by technical failures and end-user problems, organizations can implement rapid resolution processes. Access this white paper to learn how you can leverage live chat to significantly improve customer support efficiency.

Posted: 11 Oct 2011 | Published: 12 Oct 2011

WHITE PAPER: This comprehensive white paper highlights six solutions to the issues support executives face on a daily basis.

Posted: 06 Oct 2011 | Published: 06 Oct 2011

WHITE PAPER: In the typical IT environment, organizations operate in a divided world of systems management and support. IT departments often treat these two fundamental areas as distinct silos causing gaps for IT employees, who spend too much time and manual effort resolving system problems. This creates both higher risks and higher costs for IT.

Posted: 30 Mar 2011 | Published: 22 Mar 2011

WHITE PAPER: What is the relationship between a loyal customer and a profitable enterprise and what role can feedback play in improving loyalty? Organizations with fiercely loyal customers take the time to listen to feedback and integrate it into decision making. EFM solutions provide the tools needed help businesses transform feedback into business results.

Posted: 26 Jan 2011 | Published: 26 Jan 2011

WHITE PAPER: This featured white paper sponsored by inContact looks at new innovative ways to improve the customer experience through CRM software and best practices.

Posted: 04 Jan 2011 | Published: 04 Jan 2011

WHITE PAPER: Benchmarking is a critical process for any Service Desk that wants to gauge the quality of their service delivery. Too often, however, desks are overly concerned with industry benchmarks and hitting industry standards for call waiting times, resolution time and the perennial cost per email. Download the SDI best practices guide to learn more!

Posted: 01 Dec 2010 | Published: 30 Nov 2010

WHITE PAPER: The service desk is the last place you should try to cut back. For external-facing organizations, quality support keeps customer loyalty and repeat business high and ensures that partners and suppliers can do business with you cost effectively. Read this white paper to discover the path to proper service desk consolidation and its many benefits.

Posted: 18 Jun 2009 | Published: 15 Jun 2009

WHITE PAPER: To truly meet the demands of the informed consumer, self-service solutions must have fully integrated e-commerce and e-billing systems that accommodate every aspect of the online customer experience. Read this free white paper to learn about all-in-one systems that build your brand and keep customers coming back.

Posted: 10 Jun 2009 | Published: 10 Jun 2009

WHITE PAPER: Read this brief paper to learn about a new IT support delivery tool that reduces response time, boosts employee satisfaction and decreases operating costs. Reduce total cost of ownership using Intel's self-service PC Health Check utility.

Posted: 02 Apr 2009 | Published: 01 Jan 2009

WHITE PAPER: The customer-driven age is upon us and succeeding in this environment requires a new set of goals and a new set of tools. Learn how CRM is the catalyst to transform organizations, empower employees and capitalize on new market opportunities.

Posted: 19 Sep 2008 | Published: 19 Sep 2008

WHITE PAPER: TechExcel's HelpDesk application is unique in the industry, offering a combination of intuitive interfaces, sustainable performance, and total customizability for a reasonable price.

Posted: 19 Aug 2008 | Published: 19 Aug 2008

WHITE PAPER: This paper discusses how to implement agile thinking in the context of both defined engineering practices and an organizations' Software Development Lifecycle.

Posted: 01 Jul 2008 | Published: 01 Jun 2008

WHITE PAPER: This IDC white paper explores the benefits of employing a vertical CRM application based on industry best practices. Learn challenges, opportunities and benefits of vertical applications as well as advice for industry-specific solutions.

Posted: 02 Jun 2008 | Published: 01 Mar 2008

WHITE PAPER: Customer and Service Management Software (CSMS) provides a unified solution to manage all business aspects of a service business.

Posted: 19 May 2008 | Published: 26 Nov 2007

WHITE PAPER: This white paper documents the experiences of three companies that have implemented Enigma's electronic parts catalogs.

Posted: 11 Mar 2008 | Published: 01 Jan 2008

WHITE PAPER: The most successful contact centers are turning to leading-edge automated feedback solutions and developing processes to incorporate feedback into daily operations.

Posted: 05 Mar 2008 | Published: 04 Mar 2008

WHITE PAPER: Organizations can obtain and analyze feedback from a department, region, branch, or most importantly, an individual employee.

Posted: 05 Mar 2008 | Published: 04 Mar 2008