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customer support services
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Enable Administrators to Morph into Managers by Leveraging Real-time Analytics and Automation
Take a look at this white paper to learn more about using real-time analytics and automation to get more out of your IT admins and make your network easier to manage.
Sponsored by VMware Date: Tue, 01 Mar 2011 00:00:00 -0800
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White Papers
Executive Brief: Selling Success - Drive Your Sales Growth With Smarter CRM
Oct 2011
Any Sales Operations professional will tell you there is a direct correlation between sales productivity and data quality. When you really know your prospects and customers, you know their needs -...
Provided by Dun & Bradstreet
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White Papers
Windows Partner Solutions: Seven Tips & Tricks for Windows 7: Volume 1
Feb 2012
Help the Help Desk Help You. Solving problems unique to a machine can be an arduous task for both the end-user and the help desk. This volume includes tips on the Problem Steps Recorder, shuffling...
Provided by Dell & Microsoft
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White Papers
5 Hidden Costs of Using "Free" and Legacy Tools for Support
Nov 2011
Traditional remote access and meeting tools were not designed as remote support tools for helpdesks and IT professionals. Do you know what hidden costs their lack of helpdesk-specific management...
Provided by LogMeIn
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Webcasts
Live Rally Events: Aligning Execution and Business Strategy
Nov 2011
Rally is hosting a series of must-attend events that bring together visionary authors, industry peers and Agile thought-leaders to discuss how to take Agile to the strategic level. We'll be...
Provided by Rally Software Development
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White Papers
10 Tech Skills That Are Heading the Way of the Dinosaur - 2012
Jan 2012
In the IT world, new technologies emerge almost daily. New service packs, updates, new operating systems and applications, and new hardware all mean we need to keep our skill sets current....
Provided by Global Knowledge
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White Papers
Top 5 Reasons to Replace your Remote Support Tool
Nov 2011
Even if you have a remote support tool, the changing demands of business may necessitate a change. Now may be the time to reevaluate your remote support to add new capabilities, increase...
Provided by LogMeIn
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White Papers
Case Study eBook: Achieving Business Agility with Decision Management
Apr 2012
To achieve better everyday business results, organizations are turning to business rule management, or a combination of business rules and business events processing, to improve the timing and...
Provided by IBM
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White Papers
Using Six Sigma to Improve IT Help Desk Customer Service
Mar 2011
Within most organizations, the Information Technology (IT) department typically provides the infrastructure, implementation, and administration of hardware, software, networking, and database...
Provided by University of Houston
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White Papers
Active Directory: Fast and Easy Tricks to Maintain a Healthy Network
May 2011
What are you doing right now to ensure your Active Directory is in good health? Managing and protecting your environment isn't easy. But with the right strategies, it can be a whole lot simpler....
Provided by Quest Software
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Webcasts
Unite Communications Across Multiple Devices to Foster Collaboration
Jun 2011
Mobile devices, delivery models, and new applications are redefining our jobs. Businesses can't run efficiently on one operating system. Today's communications must be unified in order to...
Provided by Cisco Systems, Inc.
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White Papers
Help Desk Management: 5 Tips to Increase the Efficiency of Your IT Service Team
Dec 2010
As Information Technology (IT) services and consulting companies grow, new challenges emerge in the quest to provide comprehensive and cost effective IT solutions to customers. If dramatic growth...
Provided by ConnectWise
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White Papers
Policy and Procedures: Help Desk Service Level Agreement (SLA)
May 2004
Technology support services are provided through the Information Technology Services (ITS) Help Desk unit. This support unit is committed to delivering quality customer service and technical...
Provided by New Jersey City University
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Presentations
Improve Customer Satisfaction
Oct 2011
Multiple challenges are causing a rapid, profound transition in the way that people do business. Customers can interact with businesses through instant messaging, social media, in-person meetings,...
Provided by Cisco Systems, Inc.
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White Papers
A Best-Practices Approach to Software Asset Management
Jul 2006
According to Gartner, 30 percent of large enterprises will experience at least one on-site software audit per year through 2008. What this means is, if you're not already vigilantly tracking what...
Provided by ManageSoft
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White Papers
How to Choose the Best Help Desk Software for Your Small or Midsized Business
Feb 2006
In today's competitive business environment, small and midsized businesses that want to grow and sustain an edge in the market must continually streamline and improve core business practices. In...
Provided by BMC Software
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White Papers
Cloud Benefits 101 - What's In It for You
Oct 2011
In 1997, businesses were excited about the Internet's potential, but worried about security, privacy, etc. In 2011, Cloud computing has emerged as the next transformational technology wave. Learn...
Provided by SAP
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White Papers
The SIP Contact Center: Leveraging the SIP Architecture to Build IP Contact Center Solutions
Oct 2007
The legacy call center has been a staple for enterprises that service customers over the telephone. Whether servicing a major airline or a small local business - providing prompt access to helpful...
Provided by Audiocodes
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White Papers
Deliver Extraordinary Customer Experience
Oct 2010
Competition is fierce in today's economy and customers know this. They can easily search the Internet to find companies that sell similar products or services at competitive prices. That's why...
Provided by Oracle
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White Papers
Improve Customer Satisfaction and Create More Loyal Customers
Oct 2011
Multiple challenges are causing a rapid, profound transition in the way that people do business. Customers can interact with businesses through instant messaging, social media, in-person meetings,...
Provided by Cisco Systems, Inc.
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White Papers
IT Process and Problem/Incident Management
Oct 2005
How does your organization improve incident and problem management for business-critical applications while improving service levels, reducing support costs and lowering incident resolution times?...
Provided by iConclude
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White Papers
12 Secrets to Finding the Right Workforce Management System
Sep 2005
Evaluating workforce management systems? Seemingly small differences in the functionality of different products can have a major impact on the relative success of the contact center operation....
Provided by NICE Systems
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White Papers
Enable Mobile Users to Accelerate Competitive Advantage
Oct 2011
The rapid proliferation of mobile devices in the workforce creates numerous challenges for organizations. Employees expect to use their consumer devices in the workplace. They rely on access to...
Provided by Cisco Systems, Inc.
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White Papers
Centers of Excellence: Optimize Your Business and IT Value
Nov 2006
Download this SAP white paper to read about the many direct benefits you can derive from implementing certified centers of excellence (COEs) in your organization. The paper presents the results of...
Provided by SAP
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Research
IT Strategy Maps: A Tool For Strategic Alignment
Nov 2005
Aligning IT and business strategy remains the No. 1 or No. 2 business IT issue year after year. But no matter how much focus and attention this subject receives, little progress seems to be made....
Provided by Forrester Research
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White Papers
5 Strategies to Deliver World Class Customer Service in Financial Services
Aug 2006
Financial Services providers can significantly improve their competitive position, acquire more new customers, retain their profitable existing customers and manage their costs more effectively by...
Provided by Nortel Networks
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White Papers
Elevate the quality and effectiveness of patient care - HP Converged Medical Infrastructure, together with GE Healthcare
Oct 2011
Use of GE Healthcare Systems and HP's Converged Medical Infrastructure to improve access to information, to reduce costs and provide better patient outcomes. Co-Sponsored by:
Provided by Hewlett-Packard (HP)
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White Papers
Four Great Revenue Strategies for Customer Service
Jan 2005
Your customer service department represents a tremendous untapped source of revenue opportunities for your company. This paper outlines four such revenue strategies: aggressive mining of customer...
Provided by RightNow Technologies
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White Papers
Part One of Two: Skills Based Routing Benefits and Challenges
Jun 2006
Skills-based routing, done right, can help minimize overhead expenses, build an orderly career path for agents and improve customer service. When skills-based routing was a new concept, design...
Provided by NICE Systems
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White Papers
Best Practices in the Call Center: A Customer Touch-Point Methodology
Jan 2009
One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed...
Provided by Oracle
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White Papers
Putting Dispatch in the Driver's Seat
Apr 2012
Chances are good that the operations at your Help Desk are a bit chaotic. This is especially true if you have not implemented an effective Dispatch strategy. Given that, the key to Help Desk...
Provided by ConnectWise
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Research
Connecting Business Drivers To Enterprise Architecture
Jun 2005
EXECUTIVE SUMMARY: Understanding business plans and challenges is essential when starting an enterprise architecture (EA) effort or when taking stock of an existing effort. It is also a necessary...
Provided by Forrester Research
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White Papers
Leveraging the Power of Social CRM
Aug 2009
How can you harness the total power of social media with return-on-investment (ROI) metrics that satisfy your CEO? Download this free white paper and find out how to "Drive Sales Effectiveness...
Provided by Oracle
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White Papers
5 Ways To Put Your CRM Data To Work For You And Your Customers
Aug 2011
How to phone-enable your CRM system to fully maximize the telephone as a sales, marketing, service and support channel. This paper explores the various ways that today's organizations are...
Provided by ANGEL
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White Papers
Microsoft Dynamics® CRM and Social Networking: Engaging the Social Customer
Jul 2009
Whitepaper: CRM and Social Networking: Engaging the Social Customer As the power of Social Networking continues to grow, it's never more important to understand exactly what it has become. From...
Provided by Microsoft Dynamics
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White Papers
The Issue: Defining Next Generation Contact Center Strategies
Sep 2007
Contact centers are a mission-critical component of any organization's operations regardless of whether they serve customers, business partners or internal employees. Yet stakeholders often remain...
Provided by EquaTerra
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Webcasts
Delivering a "Wow" Customer Experience
Dec 2009
In today's environment, companies can't just compete on price and product. They must also deliver a great customer experience. Rich Caballero, vice president of product management at Oracle,...
Provided by Oracle
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Webcasts
IBM, Research in Motion - Mobilizing Business WorldWide
Aug 2010
This series of two webcasts describe how Research in Motionv BlackBerry® smartphone users can take their professional networks with them. Webcast 1 gives an overview of the BlackBerry clients for...
Provided by IBM
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White Papers
Contact Centers for Dummies
Mar 2007
With the emergence of worldwide competition in the contact center business, it's become increasingly important for contact center professionals to work from a defined methodology. This guide...
Provided by Avaya
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White Papers
New Voice in Healthcare: Speech-recognition software offers productivity boost via efficiencies to workflow at point-of-care (PoC)
Jan 2009
As a society we have come to expect medical miracles as a matter of course in the progression of health sciences. Today healthcare practitioners are depending on their own small technology...
Provided by CDW
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White Papers
Customer Case Study - Signature Mortgage
Jul 2011
Signature Mortgage Corporation is a fast-growing mortgage company that provides thousands of customers with creative, low-cost and hassle-free mortgage solutions. Founded in 1996, the company has...
Provided by IBM
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White Papers
Retail in the Smarter City
May 2012
Smarter City Documentary.
Provided by IBM
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White Papers
A World-Class HCM Deserves a World-Class Infrastructure
Mar 2012
Oracle's PeopleSoft Human Capital Management (HCM) is a leading product in the industry and has evolved over the years to meet customer's increasing requirements. PeopleSoft HCM has been optimized...
Provided by Oracle
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White Papers
Get the Most Out of Your Siebel CRM with the Oracle Optimized Solution for Siebel CRM
Mar 2012
Customer Relationship Management (CRM) is well understood among IT professionals as an application that rapidly becomes critical to an enterprise. Initially, a CRM installation is usually...
Provided by Oracle
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White Papers
Oracle Optimized Solution for Siebel CRM
Mar 2012
To safely and securely consolidate Siebel CRM application tiers, SPARC T-Series servers offer a choice of built-in, no-cost virtualization technologies: Oracle Solaris Containers and Oracle VM...
Provided by Oracle
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White Papers
Putting Dispatch in the Driver's Seat
Apr 2012
Chances are good that the operations at your Help Desk are a bit chaotic. This is especially true if you have not implemented an effective Dispatch strategy. Given that, the key to Help Desk...
Provided by ConnectWise
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Webcasts
Aetna Success Story for SOA and DataPower
Apr 2012
Heathcare insurance provider Aetna uses IBM WebSphere DataPower appliances every day, processing more than eight million production requests daily. In this presentation you will learn how...
Provided by IBM
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White Papers
Case Study eBook: Achieving Business Agility with Decision Management
Apr 2012
To achieve better everyday business results, organizations are turning to business rule management, or a combination of business rules and business events processing, to improve the timing and...
Provided by IBM
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White Papers
Readying your portals for social business
Apr 2012
Improve business outcomes by adding social and real-time collaboration to your portals to realize value through greater revenue, improved customer satisfaction and lower operational costs
Provided by IBM
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Podcasts
Standard Bank Customer Video
Mar 2012
See how Standard Bank S.A. offers an innovative, new banking channel with a compelling mobile customer experience using SAP's mobile platform.
Provided by SAP
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White Papers
Six Steps to Sourcing Excellence
Mar 2012
Achieving excellence in strategic sourcing requires companies to consolidate spend for better visibility and to drive savings to the bottom line. Read this article to learn the six key steps to...
Provided by SAP
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White Papers
A Total Cost of Ownership Analysis of SAP's Business Communications Management Solution: Cost Savings Opportunity for SAP Customers
Mar 2012
Businesses with contact centers are confronted by the need to transform those operations and deliver better customer service at lower costs. This transformation is driven by an overriding...
Provided by SAP
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White Papers
Oracle Communciations and Billing and Revenue Management and Oracle Exadata Database Machine Test Whitepaper
Mar 2012
Given the explosive growth in broadband, mobile and machine-to-machine communications traffic, the need for cost-effective, high-throughput, highly-available, and scalable billing solutions is...
Provided by Oracle
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Case Studies
World-Class Optician Offers Great Customer Service
Jan 2012
Specsavers is a Guernsey-based corporation their challenge is to reinforce Specsavers' market leadership, brand values, and competitive differentiation, increase customer loyalty and retention...
Provided by Cisco Systems
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White Papers
Finding a service cost and levels balance
Feb 2012
One of the greatest challenges in service optimisation is increasing customer service levels while reducing operational costs. It is often difficult to achieve one without sacrificing the other. ...
Provided by ClickSoftware
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White Papers
Trends and best practice for service in 2012
Feb 2012
Service revenue has topped the agenda of chief service officers. As businesses seek to wrap themselves around their customers and drive higher value, they are looking to build a foundation that...
Provided by ClickSoftware
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White Papers
Windows Partner Solutions: Seven Tips & Tricks for Windows 7: Volume 1
Feb 2012
Help the Help Desk Help You. Solving problems unique to a machine can be an arduous task for both the end-user and the help desk. This volume includes tips on the Problem Steps Recorder, shuffling...
Provided by Dell & Microsoft
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White Papers
Business intelligence to the rescue: A Forrester study
Feb 2012
Business processes are becoming more integrated and complex, costs are controlled in all areas, and data is growing at an overwhelming rate. To meet these changing conditions, companies of all...
Provided by SAP
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White Papers
Customer Interaction 2.0: Adopting Social Media as Customer Service Channel
Nov 2011
Since customers first share their problems with a social networking community before directly addressing a company, social networking sites such as Facebook, Twitter, MySpace or Foursquare will be...
Provided by Academy Publisher
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White Papers
BMR tones up its sales performance with advanced analytics Building an IBM® Cognos® Express solution with help from ProStrategy Colman - Success Story
Jan 2012
BMR tones up its sales performance with advanced analytics.
Provided by IBM
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White Papers
10 Tech Skills That Are Heading the Way of the Dinosaur - 2012
Jan 2012
In the IT world, new technologies emerge almost daily. New service packs, updates, new operating systems and applications, and new hardware all mean we need to keep our skill sets current....
Provided by Global Knowledge
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White Papers
Kettle Foods reduces reporting cycle from eight weeks to just three
Jan 2012
An antiquated reporting system and lack of data insight can stop growth in even a strong company. Read the white paper to learn how: Kettle Foods used Inca Software, a Logicalis Company, and IBM...
Provided by IBM
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White Papers
Lower Costs and Boost Customer Loyalty by Injecting Knowledge into CRM
Jan 2012
Across industries, those responsible for customer support are charged with lowering costs and improving customer loyalty. But often these goals are seen as diametrically opposed. Whether it's...
Provided by Oracle
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White Papers
Adobe's Approach to Customer Experience Management
Dec 2011
The financial impact of delivering improved customer experiences is significant. Forrester estimates the annual revenue gains from improved customer experiences can range from $46M to $1.7B,...
Provided by Adobe Systems
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White Papers
CIO2CIO: Use IT to Deliver a Superior Customer Experience -- and Beat the Competition
Dec 2011
With today's challenges of the global economy and the onslaught of technologies that give consumers more information and power than ever before, it's never been more critical to business survival...
Provided by Adobe Systems
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Webcasts
Toromont Industries CIO: Technology-Led Innovation
Nov 2010
In this webcast, the presenter has faced, like all CIOs, years of cutbacks, but now all of the deferred work needs to be done in a short amount of time. His team's value has been very apparent as...
Provided by UBM TechWeb
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Case Studies
Developing a Companywide Talent Management System to Deliver, Track, and Analyze the Progress of Online Learning
Mar 2011
Capitec Bank business Challenges is to manage rapid growth without jeopardizing unparalleled customer service, comply with new legislation on lending policies, track learning activities across...
Provided by SumTotal Systems
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Case Studies
Meritage Homes Builds Better Customer Information Into Its Business
Nov 2011
Meritage Homes Corporation aims to integrate its green philosophy in other parts of the business, including sourcing sustainable materials and designing landscapes with low water requirements....
Provided by IBM
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Webcasts
Live Rally Events: Aligning Execution and Business Strategy
Nov 2011
Rally is hosting a series of must-attend events that bring together visionary authors, industry peers and Agile thought-leaders to discuss how to take Agile to the strategic level. We'll be...
Provided by Rally Software Development
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White Papers
Elevate the quality and effectiveness of patient care - HP Converged Medical Infrastructure, together with GE Healthcare
Oct 2011
Use of GE Healthcare Systems and HP's Converged Medical Infrastructure to improve access to information, to reduce costs and provide better patient outcomes. Co-Sponsored by:
Provided by Hewlett-Packard (HP)
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Case Studies
State Agency Invests in Technology to Manage Increased Calls
May 2010
The Oregon Employment Department (OED) is an active partner in the development of the state's workforce development system. OED has an automated message that is played for every incoming call,...
Provided by Cisco Systems
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White Papers
Microsoft Dynamics® CRM and Social Networking: Engaging the Social Customer
Jul 2009
Whitepaper: CRM and Social Networking: Engaging the Social Customer As the power of Social Networking continues to grow, it's never more important to understand exactly what it has become. From...
Provided by Microsoft Dynamics
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White Papers
Local Governments Strengthen Service, Achieve New Operating Efficiencies with CRM
Jan 2009
Learn how independent analysis shows that Microsoft Dynamics CRM drives substantial productivity and service level upgrades for local governments. In order to clearly understand how local...
Provided by Microsoft Dynamics
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White Papers
Customer Service Data Sheet
Jan 2010
Explore how Microsoft Dynamics® CRM business software arms your customer service professionals with a customer service and support solution that combines the power of productivity with ease of...
Provided by Microsoft Dynamics
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Case Studies
TCS Aids Siebel 7.8 Upgradation to Improve Customer Experience in XO Communications
Aug 2011
With the battle for market share intensifying between Incumbent Local Exchange Carriers (ILECS), and Competitive Local Exchange Carriers (CLECs) in the US, Telecommunications service providers...
Provided by Tata Consultancy Services
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White Papers
Cloud Benefits 101 - What's In It for You
Oct 2011
In 1997, businesses were excited about the Internet's potential, but worried about security, privacy, etc. In 2011, Cloud computing has emerged as the next transformational technology wave. Learn...
Provided by SAP
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White Papers
Resilience services for business continuity and risk management
Oct 2011
The demand for continuous access to information and applications places increasing pressure on organizations to have an optimal business resilience program. This data sheet discusses how IBM can...
Provided by IBM
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White Papers
Diskeeper® 2011: Ensuring Maximum Performance on Windows 7 Systems
Oct 2011
This white paper delivers the results of a series of tests that compare the performance of a third party tool, Diskeeper, to that of the native Windows 7 defragmentation utility in the areas of...
Provided by Condusiv Technologies
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Webcasts
Webcast: The online customer experience - make it exceptional - AMA
Oct 2011
Learn how to gain customer loyalty and competitive advantage by delivering engaging on-line experiences.
Provided by IBM
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Presentations
Enable Mobile Productivity
Oct 2011
The rapid proliferation of mobile devices in the workforce creates numerous challenges for organizations. Employees expect to use their consumer devices in the workplace. They rely on access to...
Provided by Cisco Systems, Inc.
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White Papers
Enable Mobile Users to Accelerate Competitive Advantage
Oct 2011
The rapid proliferation of mobile devices in the workforce creates numerous challenges for organizations. Employees expect to use their consumer devices in the workplace. They rely on access to...
Provided by Cisco Systems, Inc.
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White Papers
The Need for Profitability & Cost Management
Sep 2008
As indirect costs rise and economic pressures increase, the need for profitability and cost management (PCM) also grows. Read this white paper to find out more about how PCM drives business...
Provided by Oracle
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Case Studies
JN Data Improves End-User Services Through More Effective Web Application Management
Feb 2009
JN Data's mission is to allow the banks to focus on their core businesses by ensuring that their IT operations are secure and stable. The company has been charged with improving the time to market...
Provided by CA
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Research
IT Strategy Maps: A Tool For Strategic Alignment
Nov 2005
Aligning IT and business strategy remains the No. 1 or No. 2 business IT issue year after year. But no matter how much focus and attention this subject receives, little progress seems to be made....
Provided by Forrester Research
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Webcasts
User Experience Management Indicators for Business and IT Success
Sep 2010
In this Quest Software on-demand webcast, learn about the importance of user experience management indicators - and what they can do for your business. See how common indicators enable...
Provided by Quest Software
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Webcasts
Human Capital Institute Webcast: Talent for Profit
Mar 2010
Is your talent leveraged as a profit source or regarded as a cost center? How much revenue do your top performers produce? The answers to these questions depend largely on the analytics you use to...
Provided by Oracle
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White Papers
Drive Sales Effectiveness with Enterprise-ready Web 2.0 Solutions
Aug 2009
Similar to how Web 2.0 applications like Facebook and Twitter have changed how people communicate and interact within personal social networks, salespeople need comparable applications that...
Provided by Oracle
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White Papers
Help Desk Management: 5 Tips to Increase the Efficiency of Your IT Service Team
Dec 2010
As Information Technology (IT) services and consulting companies grow, new challenges emerge in the quest to provide comprehensive and cost effective IT solutions to customers. If dramatic growth...
Provided by ConnectWise
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White Papers
How To Achieve a Great and Profitable Customer Experience
Jul 2011
Read this first of four reports based on a global survey of executives on customer experience management, as well as interviews of SAP customers and industry influencers and analysts. (Bloomberg...
Provided by SAP
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White Papers
The Social Customer Engagement Index
Jul 2011
Companies are turning to social channels to engage with customers and prospects and build better, longer relationships with them. And, as organizations adopt social tools and strategies to engage...
Provided by SAP
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White Papers
Executive Brief: Selling Success - Drive Your Sales Growth With Smarter CRM
Oct 2011
Any Sales Operations professional will tell you there is a direct correlation between sales productivity and data quality. When you really know your prospects and customers, you know their needs -...
Provided by Dun & Bradstreet
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Webcasts
Forrester Best Practices: Improve IT Service Delivery and Support with Remote Services
Jan 2008
The IT help desk is the guardian of day-to-day business productivity and, more importantly, the front door to your IT organization. However, a Forrester survey reveals that only 53% of technology...
Provided by Citrix Online
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Case Studies
Optimizing Production Scheduling Helps POSCO to Meet New Customer Demands and Reduce Costs
Jan 2008
Customer demands for shorter fulfillment cycles were having a negative effect on profitability because of the higher production costs associated with increased surplus (partly used steel slabs)....
Provided by IBM
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Presentations
Improve Customer Satisfaction
Oct 2011
Multiple challenges are causing a rapid, profound transition in the way that people do business. Customers can interact with businesses through instant messaging, social media, in-person meetings,...
Provided by Cisco Systems, Inc.
-
Webcasts
Live Rally Events: Aligning Execution and Business Strategy
Nov 2011
Rally is hosting a series of must-attend events that bring together visionary authors, industry peers and Agile thought-leaders to discuss how to take Agile to the strategic level. We'll be...
Provided by Rally Software Development
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Case Studies
Indian Insurance Firm Decreases Time to Incident Resolution by 40% With ITIL Incident and Problem Management Best Practices.
Jun 2007
IFFCO-TOKIO General Insurance (ITGI) was created in 2000, following the merger of an Indian fertilizer company and Japan's largest listed insurance group. IFFCO-TOKIO General Insurance wanted to...
Provided by CA
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Webcasts
Unite Communications Across Multiple Devices to Foster Collaboration
Jun 2011
Mobile devices, delivery models, and new applications are redefining our jobs. Businesses can't run efficiently on one operating system. Today's communications must be unified in order to...
Provided by Cisco Systems, Inc.
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White Papers
5 Ways To Put Your CRM Data To Work For You And Your Customers
Aug 2011
How to phone-enable your CRM system to fully maximize the telephone as a sales, marketing, service and support channel. This paper explores the various ways that today's organizations are...
Provided by ANGEL
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White Papers
How do you know if your Talent Management Strategy is Creating Value
Mar 2010
Keeping up with the speed of business is no small task. Organizations today have constant and increasing pressures from shareholders, stock analysts, customers, and employees to execute better,...
Provided by Oracle
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White Papers
Improve Customer Satisfaction and Create More Loyal Customers
Oct 2011
Multiple challenges are causing a rapid, profound transition in the way that people do business. Customers can interact with businesses through instant messaging, social media, in-person meetings,...
Provided by Cisco Systems, Inc.
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White Papers
Cautious Growth: Tending to Your Core Business
Jun 2009
When CEOs who are content specialists start or take over a company in their field, they can often become so involved in day-to-day operations that they lose sight of the other half of their...
Provided by SkillSoft
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White Papers
Understanding the Real End-User Experience: A Roadmap to Ensuring Quality Online Service
Oct 2008
The only way to be 100 percent sure how many customers are satisfied with their experience of web site is to track the experience of each individual customer. Until recently, however, the type of...
Provided by Compuware
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White Papers
Enabling Modern Healthcare: The Role of IT in Raising Productivity, Improving Outcomes and Supporting Patient-Centric Services
Feb 2008
The healthcare industry today faces huge challenges, due to ever increasing demands. Healthcare professionals are under pressure to continually improve the services they offer to care for a...
Provided by Fujitsu
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White Papers
Social CRM Comes of Age
Jan 2009
Since 2003, the impact of the social communications makeover has shifted ownership of the customer/company relationship to control in the hands of the customer - which changes how businesses must...
Provided by Oracle
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White Papers
Create Enduring Customer Relationships
Jan 2009
In today's environment, customers are spending less yet competition is more intense than ever. Loyalty initiatives must evolve beyond traditional reward programs to become a strategic part of the...
Provided by Oracle
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White Papers
Empowerment as a Growth Strategy
Jan 2009
There is a strong technology element to employee empowerment. All levels of management and customer-facing employees need to be empowered to serve the company on one hand, and the customer on the...
Provided by Oracle
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Case Studies
Epsom and Ewell Boosts Call Center Efficiency and Cuts Costs With Service Innovation
Jan 2008
Epsom and Ewell Borough Council is transforming the quality of service delivery to its 69,400 citizens and businesses, cutting operating costs, and enhancing customer satisfaction by rolling out...
Provided by Oracle
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Case Studies
Brazilian Financial Giant Optimizes Client Service Using 3Com IP Telephony Solution
Jan 2009
Success is the goal of every company, but for some, like Sicredi (Sistema de Credito Cooperativo), growth comes with many communications challenges. To drive its growth, Sicredi relies heavily on...
Provided by 3Com
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Case Studies
Austrian Mobile Provider H3G Dials Up HP Software Professional Services - Saves Time and Improves Customer Service Via Configuration and Change Management Upgrade
Apr 2009
H3G provides 3G (third-generation) mobile communications services to more than 577,000 customers in Austria. The company wanted to improve customer service and reduce system management workloads...
Provided by Hewlett-Packard (HP)
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White Papers
The Collaboration Advantage
Jun 2009
In the global economy, the nature of business relationships is changing rapidly and executives at companies of all sizes realise the need to collaborate and partner more frequently with suppliers,...
Provided by SAP
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White Papers
Oracle Consulting's 8 Steps to Building a Business Case for Change
Dec 2008
Business cases for IT enabled business transformation change must establish business and IT leadership alignment on the potential business value, cost, risk, timeline and, thus, priority, of the...
Provided by Oracle
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White Papers
Accurate Costing Is Key to Profitability
Jun 2009
Companies worldwide are confronting a period of extreme volatility in commodity and other prices as well as exchange rates. This has intensified the challenge of dealing with changing customer...
Provided by SAP
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Case Studies
MTCSC Google Search Appliance Deployment
May 2009
MTCSC specializes in applying integrated logistics support, enterprise solution development, engineering, technical and managerial expertise to solve the unique and complex challenges associated...
Provided by Google
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Case Studies
HP Services Delivers Global Managed Services Project at PZ Cussons
Sep 2008
PZ Cussons International Ltd, a leading manufacturer of personal healthcare products and Fast Moving Consumer Goods (FMCG), operates in 13 countries within Africa, Europe and the Asia-Pacific...
Provided by Hewlett-Packard (HP)
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White Papers
Improving Patient Care with a High-Performance CampusFabric
Jun 2009
The University of Rochester Medical Center (URMC), a large medical treatment and research campus in upstate New York, is the university's primary medical facility for education, research, and...
Provided by Cisco Systems
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White Papers
Managed Services for Mission Critical Communications
May 2009
The paper examines the case for Managed Services in the wireless communications industry. In particular it compares and contrasts the managed services needs and requirements of commercial,...
Provided by Motorola
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White Papers
SLA Monitoring in the Customer Service Environment: Meeting the Challenges With Operational Business Intelligence
Apr 2009
Putting customer needs in writing via a Service Level Agreement (SLA) can help ensure customer satisfaction, even in the customer service environment. The SLA defines what the company will deliver...
Provided by IBM
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White Papers
Latin America Contact Center Landscape
Jun 2009
Changing demographics in the United States along with cost considerations and overheating of traditional offshore destinations have forced U.S. corporations to explore Latin America as an...
Provided by neoIT
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Webcasts
The Top 5 Challenges in Processing Customer Orders
Feb 2009
View this on-demand webcast and gain insight into solving key order processing problems that affect customer service: Lack of visibility to track workflow, manage workload and access orders Low...
Provided by Esker
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White Papers
BPO - The India Advantage
Jun 2008
It all started in the early 1990s, when business process outsourcing in India was mainly associated with medical transcription. Those were certainly small beginnings, but still their contribution...
Provided by Telegenisys.com
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Case Studies
Pfizer Australia - CRM Package Boosts Tendering Capabilities for Pharmaceuticals Distributor
Jun 2009
Pfizer Australia is a major supplier of medicines and medical products to Australia's hospitals and healthcare groups. When the company's biggest customers put major contracts up to tender,...
Provided by Microsoft
