Customer Service White Papers

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

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

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

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

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

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

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

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

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

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

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

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

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

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.

Posted: 21 Mar 2011 | Published: 21 Mar 2011

WHITE PAPER: This paper provides an overview of item-level radio frequency identification (RFID) tagging in the apparel supply chain. It explains the evolution of RFID technology and details key benefits when utilized by retailers, distribution and logistics providers, and manufacturers.

Posted: 16 Feb 2011 | Published: 16 Feb 2011

WHITE PAPER: A dark secret of investing in technology is the substantial cost of not doing the technical support well. You may increase productivity and profits simply by adopting a new strategy for network maintenance and troubleshooting. Read on to learn how three small businesses get technical support that brings them peace of mind at an affordable price.

Posted: 21 Jan 2011 | Published: 21 Jan 2011

WHITE PAPER: IT and telecom staff in small businesses (up to 250 employees) meet up at what Google Analytics reports is one of the most popular support sites of its size—the Cisco Small Business Support Community. Whenever you need technical support, or want to learn more about your technology, connect with the community and get support. Read on to learn more.

Posted: 20 Jan 2011 | Published: 20 Jan 2011

WHITE PAPER: As the CIO of a flourishing business, you are happy to report that the current information projects are going well. The new call center is up and running, the new data warehouse is on-line, and the new customer loyalty systems have been deployed successfully.

Posted: 14 Dec 2010 | Published: 14 Dec 2010

WHITE PAPER: Benchmarking is a critical process for any Service Desk that wants to gauge the quality of their service delivery. Too often, however, desks are overly concerned with industry benchmarks and hitting industry standards for call waiting times, resolution time and the perennial cost per email. Download the SDI best practices guide to learn more!

Posted: 01 Dec 2010 | Published: 30 Nov 2010

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. This concept is discussed further in the rest of this whitepaper.

Posted: 24 Nov 2010 | Published: 24 Nov 2010

WHITE PAPER: This whitepaper explores the growing role of virtual technologies in physical events (hybrid events) in marketing and communication, as well as identifies five best practices for maximizing their success in achieving organizational goals. Read on to learn more.

Posted: 16 Nov 2010 | Published: 16 Nov 2010

WHITE PAPER: The goal of this guide is to arm B2B marketers with the ultimate resource for lead nurturing, whether you’re just starting to think about lead nurturing in your business or are looking for ways to enhance and optimize your existing programs. Read this definitive guide to learn more.

Posted: 12 Nov 2010 | Published: 12 Nov 2010

WHITE PAPER: Due to their portability and advanced computing features, mobile phones are becoming popular devices for Web surfing. Just like PCs, however, these gadgets are also susceptible to various security threats. Users must remain cautious when using their mobile phones to surf the Internet to keep their phones malware free.

Posted: 26 Oct 2010 | Published: 26 Oct 2010

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

WHITE PAPER: IT leaders, tasked to satisfy the needs of their own business units while satisfying the changing needs of all other business units, face a wide variety of challenges. This white paper identifies the key issues that must be addressed and provides a clear strategy for solving them. Read on to learn more about SAS® Business Analytics for IT leaders.

Posted: 07 Oct 2010 | Published: 06 Oct 2010