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Sales > Sales Force Management > Customer Service

Browse through our extensive list of free Customer Service white papers, downloads and podcasts to find the titles that best match your skills; Simply complete the application form and submit it. All are absolutely free to professionals who qualify.

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The Ultimate Guide to Customer Storytelling Customer storytelling is the most powerful way to engage your community, drive sales, and..
ITIL for the Midsized Business SMBs experience challenges inherently different than large enterprises. Core ITIL best practices can improve..
Tested CRM Solutions to Increase Sales and Retain Valuable Customers CRM systems are increasingly being used by businesses to acquire,..
Transforming the Customer Experience: How Four Contact Centers Did It Successfully How can you set yourself apart, win customers and keep..
How Mobile is Transforming Customer Experience Setting a Mobile Course for Customer Experience..
Live Video Assistance: Combining In-Person Service Levels with Digital Convenience in the Travel Industry See how one-on-one live video..
Social Media Monitoring vs. Social Media Analytics Customer Service Directors, learn how social media analytics can make sense of online..
The Book of Wisdom: 5 Essentials for Delivering Personalized Experiences 5 essentials for turning advanced personalization solutions into..
10 Commandments for Developing a High Impact Customer Experience Strategy eBook Exclusive Whitepaper: The 10 Commandments for Developing a..
High-Tech and Telecom Customer Service and Support: Knowledge Management is NOT an Add-on! This white paper for high-tech customer service..
Values Sell (An 85 Page Excerpt) This book will teach you how to transform purpose into profit through creative sales and distribution..
Solving the 5 Biggest Challenges of Field Service Delivery Learn how on-demand technology will help you conquer the headaches of field..
How Live Video Assistance Brings In-store Experience and Results to your Ecommerce Channel Live Video Help Delights Customers and..
Small Business Guide: What to Look for in a Customer Relationship Management (CRM) Application You?ve outgrown Excel. Using your email..
2010-2011 Field Service Industry Trends Report Survey Report Shows Great Opportunity for Innovation...
Improving Customer Support and Help Desk Efficiencies Read this white paper to understand the problem with relying solely on self-service..
BMC Software IT Systems Management Express: Meeting Challenges in the Midsize Enterprise Learn how to gain better control of IT to meet the..
Best Practices for Integrated Listening Provide feedback opportunities at all major customer touch points/transactions...
Viewpoint - Focus on: CMDB A compilation of articles by industry experts published by BMC Software...
Solving the Five Types of Online Customer Struggle with Bruce Temkin Learn how your organization can decrease abandonment rates, raise..
Customer Service Solution: Neocase Software Review Read what the experts think about the features of Neocase Software, including the robust..
The 2015 Customer Contact Center Research Collection Everything content center executives need to know about content center strategy in 2015...
Designing the Great Web Self-Service Experience Customer Service Directors, find out how to design your site for usability, findability and..
The 9 Noble Truths of Customer Experience Discover how the ideas, practices and suggestions embodied in the Nine Noble Truths can provide..
Neocase's Customer Service Best Practices Keep customers happy with the right service and support including a single point of contact,..
How to Deal with Upset Customers in the Call Center Are you a Call Center Manager looking for ways to train your employees on how to deal..
Effective CRM solutions for SMBs Learn about the many choices, challenges and benefits to select and implement a cost-effective and..
Xerox Knowledge Management Xerox provides support for hundreds of products to its global customer base. Its reliance on a system of..
Mobility for the Small Business Read this paper to discover how Aberdeen's research of over 300 SMB's worldwide sheds light on how mobility..
Four Steps to Developing a Service Management Strategy for Midsized Business Discusses the progression of businesses from small to midsize..
Bringing 'Communications' Products to Life: An Innovative Marketing Strategy Isn't it time your network and telecommunications..
Quantifiable Advantages through Remote Systems Management Covers business advantages, including the ROI implications, of managed service..
Accelerating Business with Automation and Workflow Efficiencies How SunTrust Banks saved $2 million annually in operating costs, improved..
Top 12 Things to Look for in a Great Mobile Chat Solution This white paper focuses on top 12 things to look for in a mobile chat solution...
T&E Expense Management and the Social Enterprise With expenses related to Travel and Entertainment (T&E) encompassing 8% to 12%..
Maintaining Business Continuity in the Cloud Planning and implementing a well-designed business continuity protection strategy is critical..
7 Best Practices for Business Process Management in Customer Service Effective customer service is not just about service experiences but..
Best Practices for Implementing an IP/SIP Contact Center Companies around the world are facing a critical conflict: the need to cut costs in..
SaaS Help Desk Software: Your 6 Requirements Not all cloud based help desks are created equal. When considering web-based help desk..
Leading Gaming & Entertainment Company Increases Loyalty with Equifax Database Solutions Learn how this leading gaming and entertainment..
High Tech Customer Service in the Cloud - Getting Past the Hype This webcast examines best practices for hosting knowledge management and..
Improve Business Performance and Customer Loyalty in 5 Steps Learn how to adopt and rethink your key business metrics, focus on continual..
How to Achieve Service Level Consistency Many companies are moving to multi-sourcing for contact centre agents, in pursuit of the cost..
Pentair Improves Service Operations with a New On-Demand Solution Discover how using an on-demand solution for field service management..
Make Support Social: Turn Customer Engagement into Customer Success This paper for Customer Service Professionals examines trends in social..
The Key to Customer Profitability Case study: Tips on how to create a loyal customer base..
The iPad for Field Service? It's a Game Changer! This on-demand webinar explains how the iPad is changing the way business is done for field..
Best Practices for Integrating Social Media and Customer Service for Bottom Line Results With the megaphone of social media, even a few..
Taking Aim at a Moving Target: Creating Better Customer Relationships with an Integrated Mobile Strategy The swiftness with which..
Slow & Steady Wins the Customer Insider tips: Thomas Reby from eBay on Getting Incremental Value Over Time from Knowledge Management..
Video Webcasts: 10 Proven Success Strategies for your Business Learn to select webcasting solutions for presentations, training, or customer..
Geek Out 3: Geek out on the Cloud-Based Infrastructure of Google Apps Learn how Google's global, multi-tenant infrastructure meets the..
The Customer Service Book Bundle -- A 313 Page Sample from Berrett-Koehler Create a customer service environment that attracts and maintains..
How Social Intelligence Increases Revenue for B2B Sales Teams Discover how social insights are quickly becoming a crucial asset to help reps..
High-Tech and Telecom Customer Service and Support: Knowledge Management is NOT an Add-on! This paper for high-tech customer service..
Have You Earned Your Customers' Trust? Every organization looking for a sustainable competitive advantage needs one thing: customer trust...
How To Support Your Customers With Twitter 20% of Twitter users are seeking customer support! Learn how to quickly integrate Twitter into..
Streamlining the Insurance Contact Center Efficiency, Effectiveness and Customer Loyalty Discover how much your company has to gain by..
Four Steps to Developing a Service Management Strategy for Midsized Business Learn solutions for automated systems and for more efficient..
Contact Center On Demand: Right Price – Right Results With contact centers under increasing pressure to make their resources more..
Tools and Technologies to Maximize Your Support Center's Potential Gain competitive advantage by deploying an integrated suite of customer..
Synthetic and Real Performance Monitoring: Measuring End-User Availability and Performance Synthetic and real response-time monitoring are..
5 Key Factors Transforming the Mobility of Field Services Learn how “going mobile” increases field service efficiency, customer..
Continuous Customer Dialogues: Strategies for growth and loyalty in multi-channel customer-oriented organizations Make every customer..
Understanding: E-Business Sales Funnelâ„¢ Theory With this ebook you will learn how to achieve your targets, become more innovative and most..
Getting Closer to the Customer: A Challenge for the C-Suite Getting Closer to the Customer is an Economist Intelligence Unit report which..
Increase Your Returns Using Event-Based Marketing Learn how event-based marketing will help you grow customer relationships...
Enterprise Management Associates: Ensuring Business Services with Best Practice Solutions While BMC has always had its service desk..
The Seven Keys to World Class Manufacturing Become as good as any competitor in the world, and just a little bit better, quicker, smarter,..
6 Core Pillars for building a successful customer experience strategy in utilities Customer experience professionals must devise strategies..
Implementing an Electronic Parts Catalog: Make Impact in the Aftermarket Learn how three companies increased customer satisfaction and..
Things to Consider When Choosing a Call Center Learn what to consider when choosing an outsourced call center and how its performance can..
Secrets to Optimize Field Service for Better Customer Experiences Field service technicians are quite often the only representatives that..
An Inside Look Into How Groupon Does Support Learn how Groupon has managed to keep its 25+ million customers happy through innovative and..
Customer Experience: Leveraging Mobile Technology Mobile devices are fast approaching 100% adoption amongst consumers, and fortunately for..
Improve Customer Conversion, Satisfaction and Retention With the Right CEM Solution For Your Business Quicken Loans relies on Tealeaf for..
Building Customer Confidence through Positive Site Experience Customer experience is a critical component of Continental's corporate DNA...
High Tech Customer Service and Support: Using Analytics to Build a Roadmap to Success This white paper for Customer Service Professionals in..
Solving the 5 Biggest Challenges of Field Service Delivery Learn how on-demand technology will help you conquer the headaches of field..
Guide to the Multi-Channel Customer Experience Learn how to close the gap between your company website and contact center...
Best Practices for Measuring Help Desk Performance Learn how to measure and master the performance of your help desk in this free white..
Boosting Customer Loyalty and Bottom Line Results Today's customers increasingly expect more personalised, on-demand services from..
Revenue in the Field: 5 Tips from the Best In this Aberdeen Group Analyst Report, learn how best-in-class organizations drive new revenue..
How Mobile Printing Enhances Efficiency in Route Accounting & DSD Learn how your route delivery and sales staff can make more stops and..
Looking Beyond Acquisition: Total Cost of Ownership and the Role of Enterprise-Class Devices Learn how rugged, enterprise-class mobility..
Self-Service and Personalisation: Rethinking the Customer Experience The growing adoption of a more personalised approach to customer..
Cross-Channel Loyalty Technology Read this analyst brief to learn more about the technology used to gain cross-channel loyalty...
The 10 Worst Practices for Technical Support and How to Overcome Them Explore 10 of the "worst practices" that are common to customer..
Customers for Life: Technology Strategies for Attracting and Keeping Customers Are too many technologies preventing you from having a single..
T&E Expense Management and the Social Media Enterprise Learn how the social enterprise, the cloud, and mobile and integrated technologies..
Angry to Evangelist – Six Steps to Flip the Switch from Angry Customer to Loyal Fan As you read through these six steps, think about prior..
Leveraging Mobile Engagement to Boost Sales, Service, and Customer Satisfaction This white paper focuses on the engagement aspect of your..
Customer Service Knowledge Management: Strategic & Implementation Tips Design agent workflows and customer experiences in minutes. Read this..
Whiteboard Selling: Empowering Sales Through Visuals--Free Sample Chapter Create compelling whiteboard presentations to engage your..
Maintaining Customer Relations and Why Is It Important? - Free 46 page eBook thinkaboutCRM.com has put together a helpful eBook to help..
Best Practices for Adding Self-Service Kiosks to your Store Learn how implementing self-service kiosks in your grocery store can reduce..
Enhancing Retail Operations with Unified Communications Learn how Unified communications technologies coupled with the real-life customer..
Unlock the Power of Your Field Service Teams with Mobility Learn Why Mobile Technology is a "Must Have" for Successful Field Service..
Sony's Premium Customer Support Learn how Sony delivers a premium product with a premium support experience...
Real-time Remote Workforce Enablement Learn how Cox used Virtuozzo to build a virtual server infrastructure to serve remote workers with a..
The Only Way is Omni-Channel Top Tips for Retail Rejuvenation and Recovery..
Managing User Experience and the Organization This technology promises to help business and IT managers measure the relationship of..
Strategic Service Management: The Final Frontier Discover how a strategic service management solution can increase profitability, revenue,..
Staying One Step Ahead with Synthetic Performance Monitoring Learn why it's essential that businesses measure application response times..
Close the Multi-Channel Customer Experience Gap This white paper will describe the business imperative for closing the multi-channel..
A Guide to Knowledge Management Software for Service and Support “The KM Market Landscape” helps define a software category..
Grow Your Business with Improved Field Service Efficiency! Free guide includes ”Best-in-Class” performance comparison and 5..
10 Reasons to Consider a Cloud-Based Contact Center Solution Drive new sales. Improve customer service. Cut costs per call. These are just a..
Customer Service and Support - Customers Versus Companies High-Tech Service Providers: Companies and consumers differ dramatically in their..
After the Deal is Sealed: Should Sales Care About Service You'll wonder why organizations haven't already built a (stronger) bridge between..
Effective Convergence: Moving Your Business to Unified Communications Improve customer service and accelerate business results across..
Service Failure Are you endlessly trying to improve your organization's customer service efforts, but getting so-so results? There may be a..
Extraordinary Customer Service Is Your Customer a Satisfied Customer? Learn the Best Practices For Improving the Customer Experience...
Enterprise Management Associates: Ensuring Business Services with Best Practice Solutions BMC has always had service desk offerings and..
Web Strategy 3.0: e-Business Leadership through Customer Centric Internet Platforms - Free 24 Page eBook Learn more about advanced and..
Use KANA SEM to Take the Pain Out of Assisted-Service There are the pain points of assisted-service. KANA Service Experience Management is..
Moving Service Assurance to the Next Level Common Service Monitoring Engine is the heart of Next Generation Service Assurance - Comarch..
Improved Customer Service: Thriving in a Down Economy Discover how the right technology can help your company throttle up customer loyalty..
Self Service Drives Dollars for the Contact Center Learn about a cost-effective customer service solution for mid-market companies concerned..
Key to Preventing Unauthorized IT Change Enforce change policy by time window, source, or approved ticket...
Drive Site Redesign Success The Keys to Preventing Costly Site Failures and Achieving the ROI You Expect...
Looking Beyond Acquisition: Total Cost of Ownership and the Role of Enterprise-Class Devices Learn how rugged, enterprise-class mobility..
Path to Improved Customer Service: What is SIP and SOA and how can it make my life easier? Learn how this cutting edge technology can help..
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