IT Service Centers

WHITE PAPER: The need for customer insight and responsiveness to that insight is the foundation and driving rationale for the emerging CRM concept of continuous customer dialogue through multi-channel touchpoints.

Posted: 05 Dec 2008 | Published: 05 Dec 2008

WHITE PAPER: 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.

Posted: 26 Jan 2009 | Published: 26 Jan 2009

WHITE PAPER: Companies are using technology and other tools to help employees deliver an organization's best collective thinking during each customer interaction. Among them is Hewlett-Packard (HP), which we will feature in this paper. We will also explain why empowering your key customer-facing employees is the new path to achieving extraordinary results.

Posted: 26 Sep 2007 | Published: 26 Sep 2007

WHITE PAPER: Leading companies are placing more emphasis on inbound marketing and intelligent customer interactions as the means for building powerful customer relationships that boost profitable growth.

Posted: 05 Dec 2008 | Published: 05 Dec 2008

WHITE PAPER: Is securing the Call Center possible without impacting the customer experience? This paper discusses the advantages and benefits of using knowledge-based authentication (KBA) to bolster Call Center security over other solutions.

Posted: 25 Sep 2009 | Published: 25 Sep 2009