WHITE PAPER - Learn more about the effectiveness of and customer's thoughts about live chat technology from the results of this survey.
Posted: February 1, 2012 | Published: February 1, 2012


Topics:  Customer Interaction Services | Customer Loyalty | Customer Retention | Customer Satisfaction | Customer Service | Customer Service Best Practices | Customer Support Software | Email | Internet | Internet Chat | Internet Consumer Services

WHITE PAPER - Access today’s whitepaper to learn more about the best practices for mobile devices support and a solution that can help you make your mobile support be better – and smarter.
Posted: February 1, 2012 | Published: February 1, 2012


Topics:  CRM | Customer Retention | Customer Satisfaction | Customer Service | Customer Support Software | Help Desk Software | Help Desks | Mobile Device Management | Remote Access Software | Smart Phones | Tablet PC

WHITE PAPER - Access this whitepaper to learn more about the changing landscape for mobile devices and platforms, and how remote support can help improve customer service.
Posted: February 1, 2012 | Published: February 1, 2012


Topics:  Collaboration | Customer Interaction Services | Customer Loyalty | Customer Retention | Customer Satisfaction | Customer Service | Customer Service Best Practices | Customer Support Software | Mobile Device Management | Smart Phones | Tablet PC | Telecommunications Networks | Telecommunications Service Providers

EZINE - This second issue of Customer Experience Exchange highlights the contact center. Often an overlooked facet of customer relationship management (CRM), the contact center is usually the first way a customer reaches out to a company and thus should always be considered in CRM strategies.
Posted: January 31, 2012 | Published: January 31, 2012


Topics:  Call Center Management | Call Centers | Contact Center Management | CRM | Customer Satisfaction | Customer Service | Customer Service Best Practices

WHITE PAPER - This informative market update from The National Association of Call Centers (NACC) provides a comprehensive look at the industry.
Posted: January 31, 2012 | Published: January 25, 2012


Topics:  Call Center Management | Call Centers | Contact Center Management | Contact Centers | CRM | CRM Best Practices | Customer Satisfaction | Customer Service | Customer Service Best Practices

WHITE PAPER - This white paper provides insight on how to retain Generation Y contact center employees so your business can flourish and stay within budget.
Posted: January 31, 2012 | Published: January 25, 2012


Topics:  Call Center Management | Call Centers | Contact Center Management | Contact Center Services | Contact Centers | Customer Service

WHITE PAPER - Read this comprehensive paper to gain valuable information for getting the most out of a speech analytics system.
Posted: January 31, 2012 | Published: January 25, 2012


Topics:  Call Center Management | Call Center Software | Call Centers | Contact Center Management | Contact Center Software | Contact Centers | Customer Data Integration | Customer Satisfaction | Customer Service | Data Analytics

WHITE PAPER - Read this white paper to learn more about the future changes with contact centers and the best ways to prepare your organization for these changes.
Posted: January 31, 2012 | Published: January 25, 2012


Topics:  Call Center Management | Call Center Software | Call Centers | Contact Center Management | Contact Center Software | Contact Centers | CRM | Customer Service

WHITE PAPER - There has been tremendous innovation in contact center workforce management (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: January 31, 2012 | Published: January 24, 2012


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 | CRM | CRM Software | Customer Service | Workforce Management Software

VIRTUAL SEMINAR - Smarter commerce is designed to help companies better integrate and more effectively manage their value chains. It aligns the buy, market, sell and service processes in a way that puts the customer at the center of decisions and actions, which can lead to greater customer loyalty, revenue and profit margin growth.
Posted: January 30, 2012 | Premiered: January 30, 2012


Topics:  CRM | Customer Data Integration | Customer Data Management | Customer Satisfaction | Customer Service | Value Chain Integration | Value Chain Management | Value Chains

ASSESSMENT TOOL - Take the time now and find out how your organization's sales processes to configure, price and quote complex business-to-business (B2B) offers ranks against the market leaders in the B2B services, communications, software, IT services and B2B advertising sectors.
Posted: January 30, 2012 | Published: January 30, 2012


Topics:  B2B | B2B Integration | Configuration Management | CRM | Customer Data Integration | Customer Service | Price Quotes

WHITE PAPER - When we talk about the world becoming increasingly interconnected, instrumented and intelligent, the most ubiquitous example is the smartphone. It collects and disseminates data while its users are at home and on the go, serving up just as much socially driven info as static, always-there web content. This white paper outlines smarter commerce.
Posted: January 30, 2012 | Published: January 30, 2012


Topics:  CRM | Customer Data Integration | Customer Service | Mobile CRM | Mobile Device Management | Smart Appliances | Smart Phones | Value Chain Integration | Value Chain Management

PODCAST - Join author David J. Gardner for a podcast that explains the key to making mass customization more efficient. Using examples of cable service providers and McDonald’s, clients will see how they can tune their infrastructure to make exceptions less exceptional and keep profitability on track.
Posted: January 30, 2012 | Premiered: January 30, 2012


Topics:  CRM | Customer Data Management | Customer Service | Infrastructure Management | Infrastructure Services

WHITE PAPER - This brief white paper focuses on the unique order management of B2B commerce, outlining the requirements for distributed order management as a new business requirement and sharing the experiences of Dal-Tile as they implement an end-to-end distributed order management solution from IBM.
Posted: January 30, 2012 | Published: January 30, 2012


Topics:  B2B | B2B Integration | Customer Data Integration | Customer Service | Distributed Data Management | Order Management Systems | Supply Chain Integration | Supply Chain Management

TRIAL SOFTWARE - Download your free trial of a software that tackles the issues of delivering efficient, effective IT support to employees – remote or onsite – and customers using disparate computing platforms and mobile devices.
Posted: January 27, 2012 | Premiered: January 26, 2012


Topics:  Customer Service | Customer Support Software | Help Desk Management Services | Help Desk Software | Help Desks | IT Managers | IT Service Centers | Mobile Device Management | Mobile Workers | Smart Phones