Customer Service White Papers ( IT Customer Support, Customer Support ) Software Downloads, Definition and Webcasts

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Delivering exceptional web experiences - IBM Web Content Manager sponsored by IBM WHITE PAPER: Learn how your organization can more easily create content, target individuals with relevant content and optimize content devliery on your website and more! Posted: 04 Oct 2011 \| Published: 04 Oct 2011 TOPICS: Application Integration \| Collaboration \| Content Management \| Customer Data Management \| Customer Service \| Data Management \| Web Content Management

SearchBusinessAnalytics.com eGuide: Leveraging predictive analytics for improved customer understanding sponsored by IBM EGUIDE: In this e-guide you'll learn how two top airlines implemented and leveraged predictive analytics to analyze customer feedback and increase satisfaction. Posted: 27 Sep 2011 \| Published: 27 Sep 2011 TOPICS: Business Intelligence \| Customer Service \| Data Analytics \| Data Warehouses \| Predictive Analytics \| Text Analytics

ebizQ.net Tip Guide: Evolving your dynamic case management strategy sponsored by IBM EGUIDE: This Tip Guide describes how DCM can benefit financial services firms and offers expert advice on best practices and pitfalls in DCM adoption. Posted: 16 Sep 2011 \| Published: 16 Sep 2011 TOPICS: Business Process Management \| Customer Service \| Data Management \| Data Profiling \| Data Quality \| Financial Industry Organizations \| Financial Services Industry \| Fraud Protection

Mobility in the Enterprise: Professional Productivity with Intel® Core™ i5 vPro™ processor sponsored by Intel CASE STUDY: This case study discusses the reasons why one company decided to replace their existing laptops every two years. Find out how implementing this strategy benefited both employees and end users. Posted: 03 Aug 2011 \| Published: 02 Aug 2011 TOPICS: Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Laptop Computers \| Notebook Computers \| Productivity

Client Case Study: Bouyges Telecom sponsored by IBM WHITE PAPER: In this case study, Bouygues Telecom uses an analysis platform to help it proactively uncover online and in-store fraud by consumers, dealers and organized crime groups, and prevent the subsequent loss of products and revenue. Posted: 28 Jul 2011 \| Published: 28 Jul 2011 TOPICS: Compliance (Systems Operations) \| Customer Data Management \| Customer Service \| Database Management \| Fraud Protection \| Information Management \| Master Data Management

Decision Management Smarter Insurance Processes sponsored by IBM CASE STUDY: With varying compliance demands, change is the mainstay of the insurance industry. There are constant alterations to underwriting, rating, claims processing, fraud detection and billing. Read this case study of the Traveler's implementation of a business rules management system to effectively improve all of their processes. Posted: 07 Jul 2011 \| Published: 07 Jul 2011 TOPICS: Application Integration \| Business Integration \| Business Intelligence \| Business Management \| CRM \| Customer Data Integration \| Customer Data Management \| Customer Service

Speech Analytics - The Power of Simplicity sponsored by Calabrio, Inc. WHITE PAPER: This overview examines the power of Speech Analytics technology to extend resources and expand knowledge. Posted: 23 Jun 2011 \| Published: 23 Jun 2011 TOPICS: Call Center Management \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Software \| Contact Centers \| Content Analytics \| Customer Satisfaction \| Customer Service \| Data Mining \| Voice Communications Software

Making WFM Work: Best Practices and ROI Model sponsored by Calabrio, Inc. WHITE PAPER: There has been tremendous innovation in contact center WFM over the past three years, with new vendors and offerings entering the scene. Find out how the new generation of WFM solutions are easier to use, improve agent satisfaction, enhance customer experience and cut costs. Posted: 22 Jun 2011 \| Published: 22 Jun 2011 TOPICS: Call Center Management \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Software \| Contact Center Workforce Management \| Contact Center Workforce Management Software \| Contact Centers \| Customer Satisfaction \| Customer Self-Service \| Customer Service

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 TOPICS: Application Integration \| Call Center Management \| Call Center Services \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Centers \| Customer Service \| Customer Service Best Practices

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 TOPICS: Call Center Management \| Call Centers \| Contact Center Management \| Contact Centers \| Content Analytics \| CRM \| CRM Analytics \| Customer Service \| Customer Service Best Practices

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 TOPICS: Customer Data Integration \| Customer Data Management \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices

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 TOPICS: Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Insurance Applications Software \| Insurance Industry

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 TOPICS: Call Center Management \| Call Center Services \| Call Center Software \| Call Centers \| Cloud Computing \| Cloud CRM \| Contact Center Management \| Contact Center Services \| Contact Center Software \| CRM \| CRM Best Practices \| CRM Software \| Customer Self-Service \| Customer Service \| Customer Service Best Practices \| SaaS business intelligence

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 TOPICS: Application Integration \| CRM \| CRM Best Practices \| Customer Retention \| Customer Satisfaction \| Customer Self-Service \| Customer Service \| Customer Service Best Practices

SDI: Next Level Service Desk Strategies sponsored by Citrix Online UK EGUIDE: This e-guide reveals the new demands placed on today's service desks. Learn how to adapt to diverse employee needs while delivering consistent and quality customer service. Posted: 01 Jun 2011 \| Published: 01 Jun 2011 TOPICS: Customer Satisfaction \| Customer Service \| Help Desk Management \| Help Desk Management Services \| Help Desks \| IT Management \| Systems Management \| Technical Support Staff

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 TOPICS: Content Management \| Content Management Services \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Self-Service \| Customer Service \| Customer Service Best Practices \| Web Content Management

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 TOPICS: Business Intelligence \| CRM \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices

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 TOPICS: Business Management \| Business Models \| Customer Interaction Services \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices

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 TOPICS: Call Center Management \| Call Center Services \| CRM \| CRM Best Practices \| CRM Services \| Customer Self-Service \| Customer Service \| Customer Service Best Practices

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 TOPICS: CRM \| CRM Best Practices \| CRM Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Self-Service \| Customer Service \| Customer Service Best Practices \| eCommerce \| eCommerce Services

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 TOPICS: Channel Management \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Loyalty Programs \| Online Shopping

Advancing Enterprise Mobility to Improve Sales and Service sponsored by SAP America, Inc. WHITE PAPER: Explore the latest thinking on use of mobile technology to deliver business value by enabling sales and service processes – and transform processes across the enterprise. Business software vendors can best support their customers by collaborating with strategic partners to co-innovate and foster a mobile ecosystem. Posted: 24 Mar 2011 \| Published: 24 Mar 2011 TOPICS: Collaboration \| CRM Software \| Customer Service \| Enterprise \| Mobile CRM \| ROI \| Sales \| SAP (Product)

SAP Business Communications Management Rapid-Deployment Solution sponsored by SAP America, Inc. WHITE PAPER: See how SAP has combined SAP Business Communications Management with implementation services to help you quickly and predictably improve customer service and reduce operational costs in inbound contact centers. The all-IP contact-center solution works with SAP CRM to further increase customer service benefits. Posted: 24 Mar 2011 \| Published: 24 Mar 2011 TOPICS: Business Management \| Communications Systems \| Contact Centers \| CRM \| Customer Service \| IP Contact Centers \| IP Telephony \| SAP (Product)

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 TOPICS: Business Intelligence \| Customer Data Management \| Customer Interaction Services \| Customer Retention \| Customer Service \| Customer Service Best Practices \| Oracle (Product)

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 TOPICS: CRM \| CRM Best Practices \| CRM Services \| CRM Software \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Oracle (Product)

Customer Service Reports