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Categories Browse Directory   Business Solutions     Customer Service       Customer Service (General) Filter results by: All document types Analyst Reports Articles Case Studies Demos E-Learning Tutorials Podcasts Videos Vendor White Papers Webinars Sort results by: Relevance | Date | Company | Price  Research 1 - 25 of 77 | Next Page 5 Keys to Enterprise Cloud Computing by Citrix     (VENDOR WHITE PAPER) March 10, 2010 - (Free Research) Cloud computing, sometimes referred to as the “third revolution” in the IT industry, follows the personal computer and Internet “revolutions” and is already transforming the way we think about computing. But what is it? Learn more about the 5 Keys Enterprises need to successfully implement cloud computing in their rigorous environments.   GO TO VENDOR WHITE PAPER Customer Satisfaction with Email Archiving Systems by Sunbelt Software     (VENDOR WHITE PAPER) January 29, 2010 - (Free Research) Email archiving is rapidly becoming a critical best practice for organizations of all sizes and across all industries. This white paper compares Sunbelt Exchange Archiver (SEA) with a cross-section of other email archiving offerings, to help decision makers in the evaluation process.   VIEW ABSTRACT | GO TO VENDOR WHITE PAPER The Empowered Customer: Productivity Enhancements in a Digital Era by Microsoft     (VENDOR WHITE PAPER) March 05, 2010 - (Free Research) This white paper discusses how gathering intelligence from multiple sources such as social media, customer service centers and online support, and then transforming that intelligence into productivity improvements are vital steps in transforming customer service in the digital age.   VIEW ABSTRACT | GO TO VENDOR WHITE PAPER Delivering Customer Service via the Contact Center and the Web by Microsoft     (ANALYST REPORT) September 01, 2009 - (Free Research) This Aberdeen Research report provides an in-depth look how contact centers can significantly improve customer satisfaction by better understanding the process, procedures and technologies used by industry leaders.   VIEW ABSTRACT | GO TO ANALYST REPORT Service Benchmarking and Measurement: Using Metrics to Drive Customer Satisfaction and Profits for Contact Centers by Microsoft     (ANALYST REPORT) June 01, 2009 - (Free Research) The ability to measure, monitor, assess, and track KPIs is critical to any organization's ability to manage its service operations. This report reveals how “Best-in-Class” contact and call center firms, distinguish themselves from the others.   VIEW ABSTRACT | GO TO ANALYST REPORT Self-Service: Putting Customers First Makes You a Winner by Microsoft     (VENDOR WHITE PAPER) April 01, 2009 - (Free Research) This paper examines the business and call center trends driving automation, and provides insight on finding the right balance between self-service and live agent support.    VIEW ABSTRACT | GO TO VENDOR WHITE PAPER Presentation Transcript: A Practical Guide to Measuring Customer Satisfaction in a Contact Center by Interactive Intelligence, Inc.     (PRESENTATION TRANSCRIPT) March 05, 2010 - (Free Research) This Presentation Transcript shares best practices on how to design, deploy and assess customer satisfaction surveys and use that information to improve performance in the contact center.   VIEW ABSTRACT | GO TO Portfolio Construction and Trading: Seven Key Factors in Evaluating Order Management Systems to Close the Gap by Advent Software, Inc     (VENDOR WHITE PAPER) January 05, 2009 - (Free Research) This document examines the current state of Order Management Systems (OMS) portfolio management capabilities, identifies major challenges and "pain points" that firms encounter, and outlines seven system attributes needed to overcome them.   GO TO VENDOR WHITE PAPER The Technology of Innovation: Using CRM to Enable Customer-Centric Innovation by Pivotal CRM, a CDC Software solution     (VENDOR WHITE PAPER) October 19, 2009 - (Free Research) This white paper highlights the important role technology can play in the innovation process and looks at how a customer-focused approach to innovation can be supported by flexible customer relationship management tools. It explains how businesses can use CRM to foster and implement customer-centric innovation, enhancing the customer experience.   VIEW ABSTRACT | GO TO VENDOR WHITE PAPER The Top 3 Reasons CRM Initiatives (Still) Fail - And How To Avoid Them by Pivotal CRM, a CDC Software solution     (VENDOR WHITE PAPER) June 09, 2009 - (Free Research) This white paper looks at the top three reasons that CRM initiatives fail to achieve their goals and provides clear, practical recommendations for ensuring that your CRM initiative avoids these pitfalls and delivers desired returns.   VIEW ABSTRACT | GO TO VENDOR WHITE PAPER Service Management from Reactive to Proactive IT Management by CA     (VENDOR WHITE PAPER) February 08, 2010 - (Free Research) This white paper focuses on companies who are looking to evolve their service management abilities to improve customer service, deliver tangible results to senior management, and improve service delivery to improve business success in these challenging economic times.   VIEW ABSTRACT | GO TO VENDOR WHITE PAPER Business Intelligence Trends: The Next Generation of Performance Management by Attivio, Inc.     (VENDOR WHITE PAPER) February 24, 2010 - (Free Research) BI applications, business process improvements, and improving the use of information and analytics has become a big trend lately. In light of this, this paper focuses on why you need to look for solutions that unify access to all types of information in analytical applications such as BI and BPM.   VIEW ABSTRACT | GO TO VENDOR WHITE PAPER Better Customer Insight, Better Bottom Line: Gaining Insight from Unified Information Access by Attivio, Inc.     (VENDOR WHITE PAPER) December 01, 2008 - (Free Research) In order to protect revenue and ensure the continuation of a company's most important customer relationships, it takes a 360 degree view of every customer to drive retention and loyalty improvement. Read this white paper to discover the uses and advantages of unified information access as well as VOC (voice of the customer) efforts.   VIEW ABSTRACT | GO TO VENDOR WHITE PAPER How to Achieve a Successful Mission-Critical SAP Application Migration Project by Red Hat     (CASE STUDY) January 15, 2010 - (Free Research) Verizon had an increasing need to consolidate and standardize business applications, most notably, its Enterprise Resource Planning system. After a thorough evaluation period of multiple open source vendors, Verizon selected Red Hat Enterprise Linux as the standard operating system for the mission critical business application migration project.   VIEW ABSTRACT | GO TO CASE STUDY Measuring Call Center Key Performance Indicators To Optimize Cost, Quality by Contactual, Inc.     (PODCAST) February 15, 2010 - (Free Research) In a recent interview, SearchCRM.com spoke with Eric Zbikowski, co-founder and managing partner at MetricNet, LLC, a provider of performance metrics and scorecards for corporations worldwide to learn tips for measuring call center KPIs without sacrificing call quality.   VIEW ABSTRACT | GO TO PODCAST Expert strategies for making the most out of customer interactions by ColdSpark, Inc.     (PODCAST) February 19, 2010 - (Free Research) In this podcast, learn ways to improve customer interactions and customer relations, get tips for learning more about your customers and find out the best ways to improve an organization's overall plan on customer feedback and interaction.   VIEW ABSTRACT | GO TO PODCAST ONE Oracle News for Midsize Organizations - Issue 05 by Oracle Corporation     (VENDOR WHITE PAPER) June 04, 2009 - (Free Research) In this issue of ONE, Oracle takes a look at how insight combined with effective customer-facing processes can help you rise above your competition while at the same time gaining loyalty with your customers.   VIEW ABSTRACT | GO TO VENDOR WHITE PAPER PODCAST: A Practical Guide to Measuring Customer Satisfaction in the Contact Center by Interactive Intelligence, Inc.     (PODCAST) February 22, 2010 - (Free Research) This podcast shares best practices on how to design, deploy and assess customer satisfaction surveys and use that information to improve performance in the contact center.   VIEW ABSTRACT | GO TO PODCAST WEBCAST: A Practical Guide to Measuring Customer Satisfaction in the Contact Center by Interactive Intelligence, Inc.     (WEBINAR) February 22, 2010 - (Free Research) This webcast shares best practices on how to design, deploy and assess customer satisfaction surveys and use that information to improve performance in the contact center.   VIEW ABSTRACT | GO TO WEBINAR Automated, Integrated IT Operations Improve Efficiency and Deliver Cost Savings by Kaseya     (ANALYST BRIEF) January 20, 2010 - (Free Research) Tight budgets and complex IT environments mean that IT operations teams must operate as efficiently as possible. Read this Q&A session with Mary Johnston Turner, research director for IDC's System Management Software service, to better understand how integrated, automated management tools can improve IT productivity.   VIEW ABSTRACT | GO TO 5 Web Self-Service Pitfalls: What Every Contact Center Manager Must Know by eGain Communications Corp.     (VENDOR WHITE PAPER) February 17, 2010 - (Free Research) This paper discusses and analyzes 5 myths frequently encountered in the context of self-service strategies and implementations, and offers proven industry best practices to counter them. This paper will be a valuable resource for you as you develop, implement, and refine your customer self-service strategy.   VIEW ABSTRACT | GO TO VENDOR WHITE PAPER 7 Habits of Highly Effective Contact Centers and Help Desks by eGain Communications Corp.     (VENDOR WHITE PAPER) February 17, 2010 - (Free Research) In this paper, we discuss seven traits of successful contact centers and help desks, backed by stories and tips from our customers - some of the world’s most innovative customer service and support organizations. Read on to learn more about the seven habits that could set your contact center or help desk on the path to success and growth.   VIEW ABSTRACT | GO TO VENDOR WHITE PAPER 7 Contact Center Megatrends and How to Ride them: The Contact Center Executive’s Guide to Career Success in Turbulent Times by eGain Communications Corp.     (VENDOR WHITE PAPER) February 17, 2010 - (Free Research) Megatrends are not fads; they won’t go away after a while. The trick is to embrace change and stay ahead of these trends instead of getting swept away. This paper discusses what the seven megatrends of transforming contact centers today. Read on to learn more about these trends and learn some proven ways of how to benefit from them.   VIEW ABSTRACT | GO TO VENDOR WHITE PAPER Frost and Sullivan: Customer Experience Management: A Business Imperative beyond a Technology Solution by Hewlett-Packard Company     (VENDOR WHITE PAPER) February 22, 2010 - (Free Research) In this white paper, Frost & Sullivan, a global consulting and research firm, shares real-world insights from its latest comprehensive study of the value of CEM, including operator strategies driving adoption, best practices and KPIs, and a glimpse into the future of CEM.   VIEW ABSTRACT | GO TO VENDOR WHITE PAPER Achieving Service Excellence Across The Enterprise by Numara Software     (VENDOR WHITE PAPER) February 01, 2009 - (Free Research) Common problems with interdepartmental handling of customer issues include a mismatch of priorities, no shared understanding of customer impact, and overall communication problems between teams. The solution is to create enterprise-wide workflow and visibility..   VIEW ABSTRACT | GO TO VENDOR WHITE PAPER 1 - 25 of 77 | Next Page

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