|
|
| Your request for IT Service Centers white papers returned limited or no results. The request has been expanded to include Contact Centers and Call Centers white papers.
|
 |
|
|
|
Addressing the challenges of implementing a customer-centric strategy
sponsored by Infor CRM
 | White Paper: | Posted: 05 Dec 2008
| | Published: | 05 Dec 2008 | |
Summary: |
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.
| 
|
 |
|
|
Best Practices in the Call Center: A Customer Touch-Point Methodology
sponsored by Oracle Corporation
| White Paper: | Posted: 26 Jan 2009
| | Published: | 26 Jan 2009 | |
Summary: |
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 as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions.
|
|
 |
|
|
CRM without Compromise: A Strategy for Profitable Growth
sponsored by SAP America Inc
| White Paper: | Posted: 07 Nov 2007
| | Published: | 01 Apr 2007 | |
Summary: |
This white paper describes the concept of “CRM without compromise,” elucidating how organizations can maximize their results by taking a more structured, holistic approach to CRM across the enterprise to gain a competitive advantage and profitable growth.
|
|
 |
|
|
Differentiation through Service Excellence Driving Customer Loyalty and Service Profitability
sponsored by SAP America Inc
| White Paper: | Posted: 17 Sep 2008
| | Published: | 17 Sep 2008 | |
Summary: |
The importance of achieving service excellence is growing. Products are increasingly becoming commodities, and CEOs are recognizing that first-rate service is crucial to enhancing customer satisfaction. This paper explores the crucial links between customer service and customer satisfaction.
|
|
|
|
|
Empowerment as a Growth Strategy
sponsored by Oracle Corporation
| White Paper: | Posted: 26 Sep 2007
| | Published: | 01 Sep 2007 | |
Summary: |
Companies are using technology and other tools to help employees deliver an organization's best collective thinking during each customer interaction. Among them is Hewlett-Packard (HP), which we will feature in this paper. We will also explain why empowering your key customer-facing employees is the new path to achieving extraordinary results.
|
|
|
|
|
Increase Profits and Customer Satisfaction in the Communications Industry
sponsored by Infor CRM
| White Paper: | Posted: 05 Dec 2008
| | Published: | 05 Dec 2008 | |
Summary: |
Leading companies are placing more emphasis on inbound marketing and intelligent customer interactions as the means for building powerful customer relationships that boost profitable growth.
|
|
|
|
|
Security in the Call Center: Verifying Customer Identities without the Inconvenience
sponsored by RSA, The Security Division of EMC
| White Paper: | Posted: 25 Sep 2009
| | Published: | 18 Sep 2009 | |
Summary: |
Is securing the Call Center possible without impacting the
customer experience? This paper discusses the advantages and benefits of using knowledge-based authentication (KBA) to bolster Call Center security over other solutions.
|
|
 |
|
|  |
|
MORE SPECIFIC TOPICS:
Call Centers |
Contact Centers