KM

EGUIDE: Consult this expert e-guide to uncover how you can provide customer support across multiple communication channels. Assisting customers efficiently is imperative to the reputation of your business. This e-guide covers best practices for managing multiple channels, so you can prepare for communication from every angle.

Posted: 13 Feb 2013 | Published: 13 Feb 2013

EGUIDE: This tip guide continues ebizQ.com’s deep dive into approaches for constructing a sound case management architecture. In this installment, ebizQ.com contributor Christine Parizo provides best practices for considering a case management framework based on business process management or other technologies.

Posted: 21 Nov 2011 | Published: 17 Nov 2011

EGUIDE: In this Tip Guide, industry expert David Loshin will explore key business questions to consider when mapping the business users’ expectations into a realistic plan for source data selection, evaluation, preparation, and analysis.

Posted: 02 Nov 2011 | Published: 02 Nov 2011

WHITE PAPER: Learn about the evolution of operational business intelligence (BI), the components of an operational BI solution, and the experiences of four companies that have implemented real-world, operational BI solutions.

Posted: 21 Jun 2007 | Published: 01 Jun 2007

WHITE PAPER: It's no secret that social media has changed consumer behaviors – but most companies are struggling to capitalize on the unique opportunities it has to offer. Review this resource to learn how incorporating social media into knowledge management, contact centers, and the Web can substantially enhance your customer's experience.  

Posted: 13 Sep 2012 | Published: 01 Mar 2012

WHITE PAPER: The following white paper outlines 3 distinct principles to abide by when choosing an appropriate analytics platform for you and your organization.

Posted: 06 Nov 2013 | Published: 06 Nov 2013

EGUIDE: Read our interview with Larry Robinson, senior VP of product management for the Service Cloud at Salesforce, in which he discusses the importance of creating a solid customer experience and agent productivity. He also talks about how Salesforce expects to deliver that with Salesforce IoT Cloud.

Posted: 20 Jul 2016 | Published: 19 Jul 2016

EGUIDE: In order to achieve desired case outcomes and experience return on investment from dynamic case management (DCM), consistent, ongoing maintenance is required. Read this Tip Guide to learn key strategies for DCM maintenance.

Posted: 18 Nov 2011 | Published: 07 Nov 2011

EGUIDE: Dynamic case management (DCM) aims to empower knowledge workers, improve efficiency and deliver better outcomes. Adding analytics to the mix can add even more benefits by providing new insight into case information. This e-guide offers tips for combining DCM and analytics, which can help users spot trends and glean insights from case information.

Posted: 18 Nov 2011 | Published: 07 Nov 2011

WHITE PAPER: This resource reveals how a Business Intelligence Competency Center (BICC) can help you better leverage your investment in technology and improve the effectiveness of knowledge workers, enhance fact-based business processes, and much more.

Posted: 08 Oct 2013 | Published: 31 May 2012