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Self Service and Support

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Air Transport Industry Insights 2014
sponsored by ComputerWeekly.com
ESSENTIAL GUIDE: This report from SITA looks at the impact of business intelligence on airlines and airports.
Posted: 01 May 2014 | Published: 01 May 2014

ComputerWeekly.com

Small Businesses Compete in E-Commerce with Same-Day Shipping
sponsored by IBM
EGUIDE: Learn from expert Brenda Cole about the differences between popular shipping strategies.
Posted: 25 Sep 2014 | Published: 25 Sep 2014

IBM

The Social Customer Engagement Index
sponsored by SAP America, Inc.
WHITE PAPER: This white paper provides the results of a survey of industry professionals about how they were using social channels to engage customers from a service perspective. Learn how you can leverage these findings to transform your own efforts to integrate social and traditional methods of communication with your customers.
Posted: 25 Jul 2011 | Published: 25 Jul 2011

SAP America, Inc.

Seven Things to Consider When Developing a Unified Communications (UC) Strategy
sponsored by Aspect
WHITE PAPER: UC can increase revenue and enhance customer relationships all while reducing costs, but developing a UC strategy can seem like a daunting task. In light of this, this paper outlines 7 things organizations should consider as they begin to develop a UC strategy. Read on to learn some helpful hints and strategies to ensure a successful UC deployment.
Posted: 10 Aug 2010 | Published: 10 Aug 2010

Aspect

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

Calabrio, Inc.

Social Media Moves into Mainstream IT Service Management
sponsored by CA Technologies.
WHITE PAPER: This white paper focuses on the evolving role of social media in service desk management. Read on to learn more about social media trends in ITSM, the new culture for service desk management, the benefits of improved self-service access via social media and how social media applies to Service Desk in terms of collaboration, community, etc.
Posted: 29 Aug 2011 | Published: 24 Aug 2011

CA Technologies.

Accela Video Whitepaper: Differentiate Your Company with Complete CRM
sponsored by Oracle Corporation
VIDEO: Interactions between partners, customers, and employees are much faster-paced in our highly-networked world. It is important that CRM solutions understand these relationships. Watch this video to learn strategies for CRM evolution.
Posted: 05 Apr 2010 | Premiered: 05 Apr 2010

Oracle Corporation

Cisco IBSG Global Research Reveals New Ways for Banks To Prosper in an Omnichannel World
sponsored by Cisco Systems, Inc.
WHITE PAPER: Banking customers worldwide are ready for an omnichannel experience – are you ready to give it to them? This resource describes the concept of omnichannel banking, why your customers need it, and why you shouldn't wait to offer it to them.
Posted: 17 Aug 2012 | Published: 17 Aug 2012

Cisco Systems, Inc.

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

Consona Corporation

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

inContact
 
 
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