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A Practical Guide to Measuring Customer Satisfaction in the Contact Center by Interactive Intelligence, Inc.

December 14, 2009 - (Free Research) In this paper learn how a single bad experience with a contact center may result in a customer being lost for life, something that companies cannot afford.

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Service Management from Reactive to Proactive IT Management by CA and PSR Associates, Inc.

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.

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Customer Satisfaction with Email Archiving Systems by Sunbelt Software

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.

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Presentation Transcript: A Practical Guide to Measuring Customer Satisfaction in a Contact Center by Interactive Intelligence, Inc.

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.

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Measuring Call Center Key Performance Indicators To Optimize Cost, Quality by Contactual, Inc.

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.

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PODCAST: A Practical Guide to Measuring Customer Satisfaction in the Contact Center by Interactive Intelligence, Inc.

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.

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WEBCAST: A Practical Guide to Measuring Customer Satisfaction in the Contact Center by Interactive Intelligence, Inc.

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.

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Automated, Integrated IT Operations Improve Efficiency and Deliver Cost Savings by Kaseya

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.

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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.

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.

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Achieving Service Excellence Across The Enterprise by Numara Software

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..

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Business Continuity - Are You Always Open For Business? by Oracle Corporation

February 11, 2010 - (Free Research) Oracle solutions for midsize organizations assist with business continuity by providing a secure, easily accessible and always available information infrastructure that’s also simple and cost-effective to manage. This Oracle business brief explains how.

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The Challenge to Achieve Perfect Order Management by SAP America, Inc.

January 23, 2009 - (Free Research) Superior order management can be a competitive edge across the board, improving customer satisfaction and retention as well as your bottom line and top line.

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Sales and Operations Planning: The Key to Continuous Demand Satisfaction by SAP America, Inc.

March 01, 2007 - (Free Research) Find out how leading companies are designing their sales and operations planning (S&OP) processes to continuously monitor and meet customer demand.

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Focusing on Food & Beverage Manufacturers: Three Strategies for Profitability Tomorrow and in Years to Come by Infor CRM

October 22, 2009 - (Free Research) This paper explores the idea that to effectively compete today and into the next generation, F&B manufacturers must rethink their customer relationship management (CRM) strategies. Read on to learn the three strategies F&B manufacturers must do if they want to be profitable tomorrow and in the years to come.

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Infor CRM Epiphany for Hospitality by Infor CRM

July 01, 2009 - (Free Research) Infor CRM Epiphany for Hospitality provides the integrated marketing, customer service, and analytics capabilities hotels, casinos, and other hospitality companies need to deliver exceptional service at every touch point.

(BROCHURE)

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Infor CRM Epiphany For Consumer Products by Infor CRM

July 01, 2009 - (Free Research) Infor CRM Epiphany helps you make the most of customer interactions and improve your sales, marketing, and service operations in order to increase loyalty, enhance brand preference, and boost profitability.

(BROCHURE)

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Making Interactions More Intelligent Across All Channels in the Retail Finance Industry by Infor CRM

July 22, 2009 - (Free Research) In this paper you will learn the best practices and the bottom-line benefits in multi-channel inbound marketing. Read on to learn more about multi-channel inbound marketing and how Infor CRM Epiphany Inbound Marketing for Retail Finance can help drive revenue out of each customer interaction.

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Innovative Marketing Strategies for Individual and Personal Lines Insurers by Infor CRM

July 22, 2009 - (Free Research) In this paper you will learn just how important each customer interaction is and how companies are turning to Infor CRM Epiphany Inbound Marketing for Insurance to be able to manage their customers on a highly personal basis which greatly increases customer loyalty and satisfaction which will ultimately increase sales and profitability.

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Increase Your Returns Using Event-Based Marketing by Infor CRM

July 22, 2009 - (Free Research) Read this paper to learn how Event-triggered marketing has seen five times the response rate of non-timed mass-marketing campaigns and how your company can take advantage of event-based marketing by using Infor CRM Epiphany Outbound Marketing suite.

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Addressing the challenges of implementing a customer-centric strategy by Infor CRM

December 05, 2008 - (Free Research) The need for customer insight and responsiveness to that insight is the foundation and driving rationale for the emerging CRM concept of continuous customer dialogue through multi-channel touchpoints.

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Effective Negotiating: 5 Rules for Smooth Transactions by Global Knowledge

March 13, 2009 - (Free Research) This white paper discusses five rules for negotiating that can help make the transaction more pleasant for everyone involved and better your chances at getting what you want.

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Dealing with Chaos: 4 Steps to Manufacturing Success by Infor

September 2008 - (Free Research) Manufacturers must be prepared to recognize impending change as early as possible, assess the potential impact, determine the optimum strategy for dealing with the change, and implement that strategy in the most effective way possible. In this white paper you'll learn 4 steps toward developing chaos-tolerant business processes.

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Blackberry Solution Increases Customer Service for Corporate Real Estate Company by BlackBerry

February 2009 - (Free Research) J.J. Barnicke's sales people needed instant access to corporate property information to better serve clients and speed up sales cycles. They also needed wireless access to CRM data This case study explains how J.J. Barnicke is using BlackBerry and the sales force solution to access CRM information about clients.

(CASE STUDY)

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Learn to Improve SAP Order Management and Retain Customers in Today’s Tough Economy by Esker Inc.

July 2009 - (Free Research) This paper will present the challenges businesses face in implementing effective order management and will help in overcoming these challenges. You will learn the benefits of the Esker Platform over its competitors and be presented with a case study documenting companies that implemented the Esker platform to beat their order management problems.

(WHITE PAPER)

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Coca-Cola Enterprises Selects Microsoft SharePoint Online to Advance Productivity by Microsoft

June 2009 - (Free Research) Increasing competition motivated Coca-Cola company executives to launch a new strategic direction, mandating a platform to communicate and engage with all employees. It implemented a Microsoft-based hosted worldwide intranet with messaging and collaboration tools, which are accessible to all employees from any device.

(CASE STUDY)

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