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Customer Service Best Practices

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Customer Service Best PracticesReports
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Ensuring brand-building customer experiences with inContact ECHO survey software
sponsored by inContact
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

inContact

E-Book: CRM Trends and Tips for 2010 - Doing More With Less
sponsored by IBM
EBOOK: In this e-book, find out how to make the most of the systems and budget you do have, with expert advice from leading analysts at Gartner and Forrester. Continue reading to learn CRM trends and tips and learn how to do more with less.
Posted: 01 Dec 2010 | Published: 01 Dec 2010

IBM

SAP Customer Relationship Management (SAP CRM) Multimedia Presentations
sponsored by SAP America, Inc.
RESOURCE CENTER: These multimedia presentations will explain the features and benefits of SAP Customer Relationship Management (SAP CRM). Watch the presentations to discover how SAP CRM can enable you to become a customer-centric enterprise and to differentiate you company for competitive advantage.
Posted: 18 Oct 2010 | Published: 18 Oct 2010

SAP America, Inc.

Six Success Factors for Building a Best-Run Marketing Organization
sponsored by SAP America, Inc.
WHITE PAPER: This paper discusses six success factors that will enable your marketing organization to overcome the challenges to reaching growth and profitability objectives. Continue reading to learn more about these six success factors and more.
Posted: 18 Oct 2010 | Published: 18 Oct 2010

SAP America, Inc.

Customer Value Enhancement: Linking Strategy & Operations for Better Loyalty and Margins
sponsored by SAP America, Inc.
WHITE PAPER: CVE is a predictive, adaptive approach to linking front and back office functions through the prism of advanced business intelligence and analytics. Read this paper to learn how to link strategy and operations with CVE for better customer loyalty and margins.
Posted: 02 Sep 2010 | Published: 02 Sep 2010

SAP America, Inc.

Driving Customer Service Success in the Cloud with Microsoft Dynamics CRM Online
sponsored by Microsoft
VIDEO: Join us for this webcast to learn how Microsoft Dynamics CRM Online provides complete service management functionality to help you manage cases, contracts, and knowledge.
Posted: 23 Aug 2010 | Premiered: 23 Aug 2010

Microsoft

Measuring the Business Impact of Support
sponsored by Citrix Online UK
WHITE PAPER: Customer support has long been a business mainstay. Yet, the business impact of support is seldom measured - despite the influence of support on higher revenue, customer satisfaction and increased productivity. This new ServiceXRG white paper explores the importance of quantifying the impact of support on your business.
Posted: 16 Jul 2010 | Published: 16 Jul 2010

Citrix Online UK

Customer Communication Management
sponsored by Pitney Bowes Business Insight
WEBCAST: CCM helps businesses transform routine business documents into communications that truly enhance the customer experience. CCM is an integrated end-to-end solution that enables companies to create, manage and deliver effective multichannel communications all while reducing the cost of communicating with and providing superior service to customers.
Posted: 06 Jul 2010 | Premiered: Jul 6, 2010

Pitney Bowes Business Insight

Case Study: London Life Insurance
sponsored by Pitney Bowes Business Insight
CASE STUDY: London Life Insurance needed to move quickly after it acquired Prudential Insurance’s entire Canadian business operations. London Life wanted to welcome its new client base and maintain its reputation for providing superb customer service. Read on to learn how a new document composition solution allowed for keeping pace with its expanding business.
Posted: 01 Jul 2010 | Published: 02 Jul 2010

Pitney Bowes Business Insight

Live Help: Global Consumer Views & Trends Live Voice and Live Chat
sponsored by Art Technology Group (ATG)
WHITE PAPER: This report presents the results of a global survey commissioned by ATG that reveal that consumers want more than just a phone number or e-mail address when it comes to online customer service. Continue reading this report to learn more about the consumer views and trends of voice and live chat.
Posted: 07 Jun 2010 | Published: 07 Jun 2010

Art Technology Group (ATG)

8 Traits of IT-Friendly Contact Center and Web Customer Service Software
sponsored by eGain Communications Corp.
WHITE PAPER: In this white paper, we discuss eight IT-friendly software traits that minimize risk, maximize ROI, and encourage innovation. Although the focus of this paper is on contact center and web customer service software, the discussion is broad enough to be a valuable guide for any technology investment.
Posted: 07 May 2010 | Published: 06 May 2010

eGain Communications Corp.

E-Book: An Executive’s Guide to Customer Data Analytics and Customer Intelligence: How to Get More Out of Customer Data with Analytics Technology
sponsored by Infor CRM
EBOOK: The challenge facing many organizations is exactly how to deploy analytics to unlock insight from customer data. This e-book offers an executive overview of customer data analytics and customer intelligence, with deployment advice and best practices from top performers.
Posted: 15 Apr 2010 | Published: 15 Apr 2010

Infor CRM

Channel Strategies E-Zine: April 2010/ No.1
sponsored by SearchITChannel.com
EZINE: VARs and integrators know their stuff when it comes to their key technologies and vertical markets. In the inaugural issue of Channel Strategies E-zine, learn how to build brand awareness among potential customers to make sure word spreads about your company's skills and expertise.
Posted: 24 Mar 2010 | Published: 24 Mar 2010

SearchITChannel.com

5 Web Self-Service Pitfalls: What Every Contact Center Manager Must Know
sponsored by eGain Communications Corp.
WHITE PAPER: This paper discusses and analyzes 5 myths frequently encountered in the context of self-service strategies and implementations, and offers proven industry best practices to counter them. This paper will be a valuable resource for you as you develop, implement, and refine your customer self-service strategy.
Posted: 17 Feb 2010 | Published: 17 Feb 2010

eGain Communications Corp.

7 Habits of Highly Effective Contact Centers and Help Desks
sponsored by eGain Communications Corp.
WHITE PAPER: In this paper, we discuss seven traits of successful contact centers and help desks, backed by stories and tips from our customers - some of the world’s most innovative customer service and support organizations. Read on to learn more about the seven habits that could set your contact center or help desk on the path to success and growth.
Posted: 17 Feb 2010 | Published: 17 Feb 2010

eGain Communications Corp.

New Contact Center Megatrends and How to Ride them: The Contact Center Executive’s Guide to Career Success in Turbulent Times
sponsored by eGain Communications Corp.
WHITE PAPER: Megatrends are not fads; they won’t go away after a while. The trick is to embrace change and stay ahead of these trends instead of getting swept away. This paper discusses what the seven megatrends of transforming contact centers today. Read on to learn more about these trends and learn some proven ways of how to benefit from them.
Posted: 17 Feb 2010 | Published: 17 Feb 2010

eGain Communications Corp.

7 Habits of Highly Successful Surveys
sponsored by Vovici
WHITE PAPER: Understanding your customer is vital to maintaining and improving loyalty. Learn how to measure customer experience so you can build customer loyalty. Download a copy of the latest Vovici whitepaper 'The Customer Satisfaction Survey' to learn how to understand the major customer experience metrics and more!
Posted: 20 Oct 2009 | Published: 20 Oct 2009

Vovici

Prepaid Loyalty: Fact or Fiction?
sponsored by Amdocs Management LTD
WHITE PAPER: Achieving customer loyalty is a business goal shared by virtually every service provider. Prepaid subscribers present a greater challenge because the business model has no contracts or commitments. This paper examines the business and marketing strategies that service providers can deploy to create and build loyalty among prepaid customers.
Posted: 17 Sep 2009 | Published: 17 Sep 2009

Amdocs Management LTD

E-Book: How to Lose Customers in Five Easy Steps
sponsored by SAS
EBOOK: This paper presents the five most common practices that result in losing the customer and how to avoid those pitfalls. You'll also learn how smarter customer interactions and more customer-centric measures can help you deepen and grow relationships with your most valuable customers.
Posted: 24 Aug 2009 | Published: 24 Aug 2009

SAS

Delivering Quality Leads, Not Just Quantity: The Interactive Value of Webinars
sponsored by Citrix Online
WHITE PAPER: Using interactive media such as Webinars can help marketers effectively balance quality with quantity when it comes to lead generation. Download the white paper to learn more.
Posted: 21 Aug 2009 | Published: 01 Dec 2008

Citrix Online

The Best of Both Worlds: How to Effectively Leverage Social Media Relationships with Real-Time Collaboration Tools
sponsored by Citrix Online
EBOOK: This eBook explores how organizations can connect and nurture relationships with prospects and customers by effectively leveraging social media and real-time collaboration tools.
Posted: 21 Aug 2009 | Published: 19 Aug 2009

Citrix Online

Streamlining Processes of the Solution Provider
sponsored by SAP America, Inc.
WHITE PAPER: Take a look at the concept of a solution-centric business model, where companies provide a combination of products and services designed to meet specific customer needs. Explore best practices that include properly balancing products and services, and aligning activities across sales, service, and marketing.
Posted: 07 Aug 2009 | Published: 07 Aug 2009

SAP America, Inc.

Beating the Browser Wars: How to Win the Battle for Web Performance
sponsored by Gomez
WHITE PAPER: The war of the browsers is in full swing and we are stuck in the middle. This paper offers practical advice that can help you survive and even prevail in this combative environment. Read this paper to learn everything you need to know about the browser wars and how to survive them.
Posted: 03 Aug 2009 | Published: 03 Aug 2009

Gomez

The 10 Best Practices for Performance Management
sponsored by Gomez
WHITE PAPER: Read this paper to learn the 10 best practices in performance management and how to apply them to your company and your online store to increase the overall customer experience, which is important now more than ever.
Posted: 03 Aug 2009 | Published: 03 Aug 2009

Gomez

Infor CRM Interaction Advisor
sponsored by Infor CRM
PRODUCT DEMO: Watch this product demo to learn how Infor CRM Interaction Advisor will fuel organic growth by driving lifetime customer loyalty and increase value at every customer touch point without replacing any existing systems.
Posted: 22 Jul 2009 | Premiered: 22 Jul 2009

Infor CRM
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