Mobile BI: Actionable Intelligence for the Agile Enterprise
sponsored by SAS Institute Inc.
WHITE PAPER:
This report describes how mobile devices can drive better BI. Find out how top performing companies have made mobile devices the primary platform for BI deployments.
Posted: 28 Jun 2011 | Published: 28 Jun 2011
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Building a Business Case for your Next-Generation QA Solution
sponsored by Calabrio, Inc.
WHITE PAPER:
This white paper shows you how to build your business case and obtain approval for a new or upgraded contact center quality assurance and recording solution.
Posted: 21 Jun 2011 | Published: 21 Jun 2011
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Speech Analytics: The Simple Definition
sponsored by Calabrio, Inc.
WHITE PAPER:
What is "Speech Analytics," exactly, and why is it important? Find out how the latest wave of Speech Analytics offerings are used in call center communication today and what the benefits are.
Posted: 20 Jun 2011 | Published: 20 Jun 2011
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Knowledge Management is NOT an Add-on!
sponsored by Consona Corporation
WHITE PAPER:
Service and support organizations can benefit tremendously from knowledge. When implemented effectively, knowledge management processes and technology can deliver significant benefits. Read this paper to learn about delivering knowledge-driven CRM.
Posted: 17 Jun 2011 | Published: 01 Oct 2010
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Service and Support: Made to Measure Using Consona Analytics as a Roadmap to Success
sponsored by Consona Corporation
WHITE PAPER:
Management 101 tells us that success in business starts with setting goals and measuring progress toward them. Service and support success requires that all stakeholders know where they’re going and how they’re doing.
Posted: 17 Jun 2011 | Published: 01 Oct 2009
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Case Study-VMware Consona Knowledge Management
sponsored by Consona Corporation
CASE STUDY:
Changing corporate culture to focus on customer service and support is practically a routine activity in large service-oriented organizations these days.This case study covers what VMware is doing to provide outstanding support for their customers.
Posted: 17 Jun 2011 | Published: 01 Jun 2010
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Thinking Outside the (Search) Box: Powering Enterprise Search with Knowledge
sponsored by Consona Corporation
WHITE PAPER:
Enterprise search delivers the highest value when it helps create a great customer experience. Read this whitepaper to learn how execute enterprise search with knowledge.
Posted: 17 Jun 2011 | Published: 17 Jun 2011
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Creating Stickiness in the Insurance Industry
sponsored by Thunderhead
WHITE PAPER:
With the economy being shaky, the insurance industry has a problem. Customers are increasingly shopping around and making complex demands. Learn how to achieve loyalty in a shaky industry.
Posted: 16 Jun 2011 | Published: 01 Jan 2011
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Enhancing customer experience: first, do no harm
sponsored by Avaya
WHITE PAPER:
By reading this short white paper you will gain the knowledge you need to implement a successful customer service system. You will learn best practices for enhancing your customers experience and why cross pollinating your organization can be very helpful.
Posted: 15 Jun 2011 | Published: 15 Jun 2011
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Best Practices for a contact center technology overhaul
sponsored by Contactual (Now 8x8, Inc.)
EBOOK:
Tap into the expert advice in this eBook to choose technology that will help you leverage multiple contact channels, effectively monitor agent interaction and deliver an excellent customer experience.
Posted: 13 Jun 2011 | Published: 10 Jun 2011
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An Integrated Solution for Context-based Customer Experience Management
sponsored by Avaya
WHITE PAPER:
Moving to a customer experience management approach requires an infrastructure that is open, scalable and capable of bringing together state-of-the art applications, fully preserving customer context.
Posted: 10 Jun 2011 | Published: 10 Jun 2011
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Without a service catalog, your public, private, or hybrid cloud is just a fog bank
sponsored by CA Technologies.
WHITE PAPER:
There is no better mechanism to realize the potential for providing cloud-based services than implementing a service catalog. A service catalog is designed to support the presentation and request for services, the capture of data required to make the service life-cycle efficient, and the workflow to automate service processes.
Posted: 08 Jun 2011 | Published: 08 Jun 2011
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The Future of Web Content Management
sponsored by Ektron, Inc.
WHITE PAPER:
When a content management team is no longer enough to successfully attract and retain customers, what does the future hold for content management? How does context fit into the picture?
Posted: 17 May 2011 | Published: 17 May 2011
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Social Media and Customer Service
sponsored by Pegasystems
WHITE PAPER:
One of the biggest issues for companies is creating effective customer services processes. What if social media could help the problem?
Posted: 11 May 2011 | Published: 11 May 2011
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Transform the Customer Experience with Pega CRM
sponsored by Pegasystems
WHITE PAPER:
For years, companies have tried to serve customers in a way that would lead to brand loyalty. While traditional CRM systems have failed to deliver, a new approach might be just what companies need.
Posted: 11 May 2011 | Published: 11 May 2011
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First Contact Resolution
sponsored by Pegasystems
EBOOK:
Contact centers have perfected the art of tracking customer inquiries, but first contact resolution is still alluding them. The key to solving the problem-- not just answering, but resolving the issue.
Posted: 10 May 2011 | Published: 10 May 2011
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A contact center manager's guide to integrating self-service
sponsored by inContact
EBOOK:
Do you feel pressured to provide great service while keeping costs down in your contact center? Self-service technology enables customers to resolve their own service questions without depleting agent resources. But deploying self-service technology raises many questions. Learn best practices and tap into expert advice with this eBook.
Posted: 04 May 2011 | Published: 04 May 2011
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Commerce Anywhere: A Business and Technology Strategy to Maximize Cross-Channel Commerce Growth
sponsored by Oracle Corporation
WHITE PAPER:
E-commerce has gone from fringe to foundation. Now, businesses must tailor their customer serivce approach to the more complex "anytime, anywhere" customer with mobile device in hand. This white paper from Oracle details the "commerce anywhere" approach.
Posted: 26 Apr 2011 | Published: 26 Apr 2011
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Four Effective Service Strategies that Drive Brand Advocacy
sponsored by Oracle Corporation
WHITE PAPER:
This paper will provide answers, focusing on the four key aspects of service that can combine to create a "WOW!" experience: convenience, speed, relevance, and relationship.
Posted: 25 Apr 2011 | Published: 25 Apr 2011
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5 Best Practices for Smartphone Support: The Enterprise Guide to Smart Support for Smart Devices
sponsored by LogMeIn, Inc.
WHITE PAPER:
This paper features real-world examples from US enterprises on how the benefits of keeping mobile devices functioning without interruption are felt on every level of business.
Posted: 20 Apr 2011 | Published: 20 Apr 2011
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Case Study: Mandarin Oriental
sponsored by SDL Web Content Management Solutions Division
VIDEO:
This Video from SDL takes a look at the ways in which up-scale hotel conglomerate, Mandarin Oriental, has implemented SDL web content management solutions to help expand their business around the world. Watch this video today to learn more.
Posted: 11 Apr 2011 | Premiered: 11 Apr 2011
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Optimizing Your Return on Customer Attention with Oracle RTD
sponsored by Oracle Corporation
WHITE PAPER:
Read this white paper to learn how BI can combine your explicitly-defined business rules and automatically-identified statistical information to deliver the best possible content to your customers for every single interaction.
Posted: 22 Mar 2011 | Published: 01 Apr 2010
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Deliver Extraordinary Customer Experience
sponsored by Oracle Corporation
WHITE PAPER:
Organizations need to differentiate themselves by providing personalized and rewarding service that leverages the unique value of all customer touch points. If done well, a company can transform customer service into a competitive advantage, and use it to turn a buyer into a customer for life. Read on to learn more.
Posted: 22 Mar 2011 | Published: 01 Feb 2010
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Aviva Aims to Double Business Volume and Improve Customer Service with FICO Blaze Advisor System
sponsored by FICO
CASE STUDY:
This case study examines Aviva's adoption of the FICO Blade Advisor business rules management system; allowing them to double business volume, acquire 50% more customers, keep costs flat, and improve the quality of complex customer interactions.
Posted: 10 Mar 2011 | Published: 10 Mar 2011
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Closed Loop Quality Management: Improving Customer Focus from Design to Delivery
sponsored by Apriso Corporation
ANALYST REPORT:
Competing pressures to ensure customer satisfaction and reduce the cost of quality is driving many manufacturers to question the efficacy of their current quality management systems. This report provides actionable steps to begin to create a closed-loop enterprise system that aligns the entire value chain with a single view of quality execution.
Posted: 09 Mar 2011 | Published: 09 Mar 2011
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