Customer Relationship Management (CRM) | Customer Service (General) | Customer Experience Management (CEM) | Customer Interaction Management | On-line Customer Support | Customer Self-service/ e-Self Help | Call Center Management | Contact Center Management | Customer Information Management/ Customer Databases | Customer Data Integration

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Adapt your contact center for increased customer satisfaction by inContact January 20, 2012 - (Free Research) This video explains how you can combine interactive voice response (IVR) and ACD systems into one that tracks calls, call waits and offers "self-service" options for callers with a long wait. Watch this now to see a detailed overview of this all-in-one system that will save your organization money. (VIDEO) VIEW ABSTRACT | GO TO

So You Think WS08 R2 Remote Desktop Services (RDS) Will Meet All of Your Organization’s Needs? by Ericom Software January 27, 2011 - (Free Research) This paper examines how Microsoft Windows Server 2008 R2 remote desktop services (RDS) is a good, entry-level platform for simple deployments, low-complexity environments, and server based computing. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Service. Smarter. Thriving in the age of the empowered customer by IBM January 30, 2012 - (Free Research) In this white paper, learn all about IBM's smarter commerce approach, which considers the entirety of the business-to-business (B2B) and business-to-consumer (B2C) experience. Read on and gain insight into how you can separate yourself from the competition by offering outstanding customer care in the days, months and even years after a sale. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Sell. Smarter. Thriving in the age of the empowered customer by IBM January 30, 2012 - (Free Research) Read this brief white paper and learn about some smarter commerce technologies available from IBM, including cross-channel selling, distributed order management, customer integration and collaboration and much more! You also will gain insight into different supply chain management platforms that IBM has to offer. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

The Balancing Act of Mobile Workforce Management by ViryaNet Ltd (E-mail this company) January 25, 2012 - (Free Research) Read this white paper to learn about creating a plan to tackle your mobile workforce obstacles and the details of a system that will assist with your complex tasks. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

BoldChat Whitepaper: Proactive Chat by LogMeIn, Inc. February 06, 2012 - (Free Research) If you are unfamiliar with proactive chat or already have proactive chat software and want to learn how to make the most of it, then check out this white paper to gain a strong understanding. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

The power of Call Centers and Customer Loyalty by Infor CRM February 06, 2012 - (Free Research) Read this e-guide from our award-winning editorial team to learn strategies for how to utilize innovative technologies to improve your customer experiences, retain customers and gain loyalty. (EGUIDE) VIEW ABSTRACT | GO TO

PowerTerm WebConnect Enhancements for WS08 R2 Remote Desktop Services by Ericom Software June 23, 2011 - (Free Research) Organizations considering Windows Server 2008 R2 Remote Desktop Services (RDS) should know that WS08 R2 (RDS) alone does not sufficiently provide many critical capabilities. Ericom PowerTerm WebConnect - the alternative to Citrix, extends the functionality of WS08 R2 Remote Desktop Services (RDS) with advanced centralized management. (TRIAL SOFTWARE) VIEW ABSTRACT | GO TO

Cross-Channel Commerce: A Consumer Research Study by Oracle Corporation April 25, 2011 - (Free Research) The number of channels which consumers use to research and purchase products or services is growing. This white paper takes a look at a recent survey of consumer buying habits in regards to the number of channels they use when shopping and how businesses can provide a better experience across these channels for their customers. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Reinventing the Web Channel to Maximize B2B Sales and Customer Satisfaction by Oracle Corporation April 26, 2011 - (Free Research) As e-commerce continues to grow, customer expectations for B2B e-commerce are changing rapidly. Business to business (B2B) companies that wish to grow and become more profitable are realizing that the old ways of doing business are insufficient and are investing in e-commerce platforms. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Commerce Anywhere: A Business and Technology Strategy to Maximize Cross-Channel Commerce Growth by Oracle Corporation April 26, 2011 - (Free Research) E-commerce has gone from fringe to foundation. Now, businesses must tailor their customer serivce approach to the more complex "anytime, anywhere" customer with mobile device in hand. This white paper from Oracle details the "commerce anywhere" approach. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Delivering a Unique Online Experience for Segments, Regions, and Brands: Knowing When to Use Personalization, Microsites, and Independent Sites by Oracle Corporation April 25, 2011 - (Free Research) Differentiating customer experiences for online channels is an important deciding factor for loyalty and growth. This white paper discusses the primary considerations and options for delivering a unique online experience to satisfy all of your customer and stakeholder needs. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Protect Your Customer Base by Ensuring the Best Customer Experience by LogMeIn, Inc. February 01, 2012 - (Free Research) Access this whitepaper to learn more about the changing landscape for mobile devices and platforms, and how remote support can help improve customer service. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Leverage WFM for exceptional customer experiences by Infor WFM Workbrain December 16, 2011 - (Free Research) Read this white paper to discover strategies for leveraging workforce management (WFM) to improve customer service, and thus increase customer satisfaction and retention. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Customer Experience Exchange E-Zine Issue 2 by SearchCRM January 31, 2012 - (Free Research) 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. (EZINE) VIEW ABSTRACT | GO TO

Can Your Center Keep Up with the Changes? Manage the Avalanche of Complexity and Still Control Costs by Calabrio, Inc. January 25, 2012 - (Free Research) 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. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Top 5 Ways to Make IVR Work For You and Your Customers by inContact January 18, 2012 - (Free Research) This white paper describes five tips and challenges for using Interactive Voice Response (IVR) systems. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Words for the Ys: How to Leverage a Generation’s Strengths and Improve its Staying Power in the Contact Center by Calabrio, Inc. January 25, 2012 - (Free Research) This white paper provides insight on how to retain Generation Y contact center employees so your business can flourish and stay within budget. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

North American Contact Center Industry 2011: A Mid-Year Update and Forecast by Calabrio, Inc. January 25, 2012 - (Free Research) This informative market update from The National Association of Call Centers (NACC) provides a comprehensive look at the industry. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Making WFM Work: Best Practices and ROI Model by Calabrio, Inc. January 24, 2012 - (Free Research) 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. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

B2B Benchmark Assessment for B2B Services Sector by IBM January 30, 2012 - (Free Research) 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. (ASSESSMENT TOOL) VIEW ABSTRACT | GO TO

Mass Customization for Communications Service Providers Podcast by IBM January 30, 2012 - (Free Research) 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. (PODCAST) VIEW ABSTRACT | GO TO PODCAST

Smarter Commerce Manufacturing Interactive Guide by IBM January 30, 2012 - (Free Research) 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. (VIRTUAL SEMINAR) VIEW ABSTRACT | GO TO

Smarter communications through analytics by IBM November 18, 2011 - (Free Research) As research suggests, investments in data integration and analytics that maximize the value of each customer are worthwhile and create potential for financial gain. To quantify the value of those investments, an illustrative $8 billion communications provider was modeled. Results from this effort are presented throughout this paper. (WHITE PAPER) GO TO WHITE PAPER

The Customer Experience Edge by SAP America, Inc. July 25, 2011 - (Free Research) Getting the right mix of quality service, engagement and communication is difficult, and it's not uncommon for an organization's customer service score to fall short of the experience they believe they are providing. This e-book preview excerpt delves into the finer details of providing a quality customer experience. (EBOOK) VIEW ABSTRACT | GO TO

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