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Customer Interaction Management

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Building the Contact Center of the Future

by inContact

May 15, 2012 - (Free Research) This comprehensive white paper discusses the future of contact centers. From tools to strategy this paper covers all you need to know about ensuring that your customer service stays up to date.

(WHITE PAPER)

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SearchSAP.com E-Guide: Trends in order management technology

by SAP America, Inc.

May 07, 2012 - (Free Research) Read this expert e-guide to learn how advancements in order management technology can help you increase efficiency and effectiveness.

(EGUIDE)

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Create Enduring Customer Relationships

by Oracle Corporation

March 21, 2011 - (Free Research) Read this white paper to learn how investing in a new loyalty solution or improving your existing one will enable you to truly differentiate your business around the customer experience and drive lasting relationships.

(WHITE PAPER)

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Circumstances and Customers Have Changed: Has Your Loyalty Program Kept Pace?

by Oracle Corporation

October 02, 2009 - (Free Research) This white paper highlights some of the issues that reduce or increase the effectiveness of customer loyalty programs and suggests a solution that offers tips for building a more loyal customer base.

(WHITE PAPER)

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Differentiate Your Company with Complete CRM

by Oracle Corporation

February 02, 2009 - (Free Research) This white paper will expand on what Oracle defines as Complete CRM – how businesses can better engage customers and users, manage customer transactions, and analyze results to adapt and take advantage of changing business and economic circumstances to realize greater value from CRM.

(WHITE PAPER)

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Have You Earned Your Customers’ Trust?

by inContact

January 16, 2012 - (Free Research) Companies need to take their customer experience to the next level. This means being more responsive and proactive, delivering consistently on brand promises, listening to customers and acting on that insight. Read on to learn why customer trust is critical to your business and how to successfully build your customer's trust.

(WHITE PAPER)

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Transforming the Customer Experience: How Four Contact Centers Did It Successfully

by inContact

September 15, 2011 - (Free Research) If your organization isn't on the cloud yet when it comes to customer service, then you may be severely disadvantaged. Competition for customer service is increasing and your company needs all the latest tools to stay ahead of the game. Read this white paper to learn how four contact centers adopted agile cloud-based computing technologies.

(WHITE PAPER)

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Maximize the Customer Experience: Balancing the Service Level Mix in the Call Center

by inContact

January 10, 2011 - (Free Research) Supported by insights from Peppers & Rogers Group and inContact, this white paper will explore the benefits of applying the right mix of self-service and agent-assisted support to meet customer expectations effectively and maximize business outcomes.

(WHITE PAPER)

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Optimizing Service Channels: Five Essential Tips for Balancing Customer Support and Controlling Support Costs

by inContact

January 10, 2011 - (Free Research) This white paper discusses the ways in which organizations are striving to maintain excellent customer service for all types of clients while at the same time controlling support costs. Read this white paper to learn more.

(WHITE PAPER)

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The Five Fundamentals for a Successful FCR Program

by Enkata Technologies

April 25, 2012 - (Free Research) This paper outlines the five fundamentals for a successful FCR program.

(WHITE PAPER)

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FCR Done Right!

by Enkata Technologies

April 26, 2012 - (Free Research) Access this white paper to learn how to build an operational FCR program without sacrificing your budget.

(WHITE PAPER)

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STOP LOOKING! THE FCR SILVER BULLET IS ALREADY HERE

by Enkata Technologies

April 26, 2012 - (Free Research) This paper discusses first contact resolution and the offerings for measuring success with FCR.

(WHITE PAPER)

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Realizing The True Payoffs of Speech Analytics

by Enkata Technologies

April 25, 2012 - (Free Research) This white paper takes a look at speech analytics and how companies are using cloud-based solutions to transform customer conversations into business insight.

(WHITE PAPER)

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Understanding the Value of Customer Experience Management

by OpenText

April 02, 2012 - (Free Research) This webcast discusses how to understand customer perspective, increase customer lifetime value, and ultimately maximize the value of customer experience management (CEM).

(WEBCAST)

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Walk Before You Run: Incorporating Social Channels Into Your CRM Strategy

by SugarCRM Inc.

November 08, 2010 - (Free Research) Social channels are here to stay and should be part of your customer engagement strategy, as you will be required to integrate these new channels sooner, rather than later. This paper will help you build the best road map to customer success, integrating both old and new channels into your customer experience strategy.

(WHITE PAPER)

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Online Marketing - How to Create Value from Today's Digital Environment

by OpenText

March 29, 2012 - (Free Research) In this paper, you’ll find more details about the trends driving online marketing and advice on how to develop your online marketing strategy to reach goals and deliver maximum value from Web initiatives.

(WHITE PAPER)

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CEM - Using the Power of Analytics to Optimize Customer Delight

by OpenText

January 02, 2012 - (Free Research) This report highlights industry best practices for establishing and nurturing CEM programs that delight customers while improving overall business results.

(ANALYST REPORT)

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How Integrating E-Commerce with ERP Increases Revenue

by Exact Software

March 20, 2012 - (Free Research) This case study provides insight into a business products company that needed to find a way to integrate their e-commerce strategy with their existing enterprise resource planning (ERP) system. Learn how they were able to seamlessly manage their order statuses, histories, customer items, and more alongside their ERP software.

(CASE STUDY)

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Multi-Channel Digital Marketing: The New Era of Customer Engagement

by OpenText

March 29, 2012 - (Free Research) Access this useful paper to discover how you can use multi-channel marketing to target the right customer with the right content at the right time.

(ANALYST REPORT)

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Social Compliance: Protect Brand Equity and Ensure Governance

by OpenText

March 29, 2012 - (Free Research) This analyst report examines how you can protect brand integrity and ensure governance through social compliance initiatives.

(ANALYST REPORT)

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Three disruptive forces combine for breakthrough innovation - Viewpoint

by Hewlett-Packard Limited

March 09, 2012 - (Free Research) By exploiting the disruptive forces and trends discussed in this resource, you will be able to transform the customer experience, improve the customer’s sentiment about your organization, and turn customers into advocates.

(WHITE PAPER)

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How to Win Online: Advanced Personalization in E-Commerce

by Oracle Corporation

April 25, 2011 - (Free Research) E-sellers must personalize their customer interactions. Recent studies show that personalization is a highly effective method for increasing consumer lifetime value for online sellers. It can have a direct and positive impact on the core metrics that make up e-commerce success: loyalty, conversion, retention, and average order size.

(WHITE PAPER)

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Why Deliver Extraordinary Customer Service?

by Oracle Corporation

March 21, 2011 - (Free Research) 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.

(WHITE PAPER)

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The Customer Loyalty Playbook: 4 Steps To Build Loyal, High-Value Customers

by Oracle Corporation

February 01, 2010 - (Free Research) The longer a customer is loyal, the more profit the company gains. Read this brief to learn four steps to help guide your customer loyalty strategy.

(WHITE PAPER)

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Deliver Extraordinary Customer Experience

by Oracle Corporation

February 01, 2010 - (Free Research) 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.

(WHITE PAPER)

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