CASE STUDY - Having a functional communications system is imperative to deliver outstanding customer service and achieve great operational efficiencies.
Posted: February 10, 2012 | Published: February 10, 2012


Topics:  Call Center Software | Call Centers | Contact Center Management | Contact Center Software | Contact Centers | Customer Loyalty | Customer Retention | Customer Satisfaction | Customer Self-Service | Customer Service | Customer Service Best Practices | Disaster Recovery | MPLS | SIP

EGUIDE - Access this tip guide to learn how American Express and Yahoo Inc., have conquered customer service obstacles while also decreasing customer relationship management (CRM) budgets.
Posted: January 24, 2012 | Published: January 24, 2012


Topics:  CRM | CRM Best Practices | Customer Loyalty | Customer Satisfaction | Customer Self-Service | Customer Service | Customer Service Best Practices

WHITE PAPER - This white paper discusses the requirements for dynamic websites in today's hyper-competitive business landscape, the case for utilizing SharePoint Server 2010 for WCM, and how AvePoint’s DocAveSoftware Platform enhances the native WCM functionality SharePoint offers.
Posted: August 1, 2011 | Published: July 29, 2011


Topics:  Customer Retention | Customer Satisfaction | Customer Self-Service | Enterprise Content Management | Enterprise Content Management Software | PeopleSoft (Product) | Web Content Management | Web Page Publishing Software

EBOOK - This e-book examines the need to adopt new metrics for customer service in response to the new ways they engage customers using social media and networks. Inside, learn how to avoid the common pitfall of adding new metrics to traditional performance measurement systems.
Posted: July 25, 2011 | Published: July 25, 2011


Topics:  Customer Interaction Services | Customer Loyalty | Customer Retention | Customer Satisfaction | Customer Self-Service | Customer Service | SAP (Product) | Social Networking

EBOOK - 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.
Posted: July 25, 2011 | Published: July 25, 2011


Topics:  Customer Interaction Services | Customer Loyalty | Customer Retention | Customer Satisfaction | Customer Self-Service | Customer Service | Customer Service Best Practices | SAP (Product)

WHITE PAPER - This white paper provides the results of a survey of industry professionals about how they were using social channels to engage customers from a service perspective. Learn how you can leverage these findings to transform your own efforts to integrate social and traditional methods of communication with your customers.
Posted: July 25, 2011 | Published: July 25, 2011


Topics:  Customer Loyalty | Customer Retention | Customer Satisfaction | Customer Self-Service | Customer Service | Customer Service Best Practices | SAP (Product) | Social Networking

WHITE PAPER - 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.
Posted: April 26, 2011 | Published: April 26, 2011


Topics:  CRM | CRM Best Practices | CRM Services | Customer Loyalty | Customer Retention | Customer Satisfaction | Customer Self-Service | Customer Service | Customer Service Best Practices | eCommerce | eCommerce Services

WHITE PAPER - 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.
Posted: April 25, 2011 | Published: April 25, 2011


Topics:  Channel Management | Content Integration | Content Management | Customer Loyalty | Customer Satisfaction | Customer Self-Service | eCommerce | Online Shopping

WHITE PAPER - 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.
Posted: April 25, 2011 | Published: April 25, 2011


Topics:  Channel Management | Consumer Market | Customer Profiles | Customer Satisfaction | Customer Self-Service | eCommerce | eCommerce Services | Online Shopping

VIDEO - Interactions between partners, customers, and employees are much faster-paced in our highly-networked world. It is important that CRM solutions understand these relationships. Watch this video to learn strategies for CRM evolution.
Posted: April 5, 2010 | Premiered: April 5, 2010


Topics:  Business Intelligence | CRM | CRM Best Practices | Customer Interaction Services | Customer Loyalty | Customer Retention | Customer Self-Service | Customer Service | Social Networking | Web 2.0