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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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Delivering the True Potential of CRM Through the Individual Customer relationship management software has been used by organizations of all..
Why You Need to Rethink Your Customer Self-Service Strategy The connected world of people, business and things is forcing customer service..
Spotlight: 8x8 Virtual Contact Center Evaluating contact center solutions is no small task...
The Contact Center in 2015 According to the Avaya Consumer Preference Report, 41% of users talking to a contact center agent rate..
The Customer Experience Challenge for Australian Retailers Learn how to leverage a single commerce solution across all channels to improve..
Focus On Three New Service Experiences To Thrive In The Age Of The Digital Customer Social, Proactive, And Embedded Customer Service Builds..
Adding Value Research Brief for Affinity Organizations The more information people share online, the more they have at risk...
The Contact Center Selection Checklist Numbers speak for themselves: it costs about $500/visit to service a customer in person, $5.66/call..
Learn Why Analyst Firm Ovum Names SugarCRM a Leading CRM The latest release of SugarCRM's flagship product gives users new tools to build..
Get the Most from Your CRM Learn why integrated apps add value to your bottom line...
Infographic - Retain and Expand Revenue from your Existing Customers Take this Revenue Lifecycle Journey and Drive More Revenue!..
7-Minute Buyer's Guide: Selecting the Right Customer Support and Helpdesk Solution. Effective customer support, issue tracking, and helpdesk platforms ..
The Coming Transformation in Contact Centers Customers are expecting to be served well and businesses all over the world are rushing to..
The Contact Center in 2015 According to the Avaya Consumer Preference Report, 41% of users talking to a contact center agent rate..
Six Tips for Putting Your CRM into Overdrive Learn six tips for optimizing your CRM deployment in this informative whitepaper...
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..
Unlock the Power of Your Field Service Teams with Mobility Learn Why Mobile Technology is a "Must Have" for Successful Field Service..
The State of Mobile Enablement in Sales and Marketing Only 23% of sales organizations are currently mobile-enabled yet, 75% of companies..
What's Your Purple Goldfish How do you stand out in a sea of sameness?..
The State of Resilience & Optimization on IBM Power Systems (System i and System p) Read this review to learn the data protection, recovery..
Improving Customer Support and Help Desk Efficiencies Read this white paper to understand the problem with relying solely on self-service..
Best Practices for Integrated Listening Provide feedback opportunities at all major customer touch points/transactions...
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..
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,..
Managing Business Risk in the Food & Beverage Industry Learn how larger processor and wholesaler businesses have taken on the role of..
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..
Sales and Marketing Outsourcing for Savings and Growth Learn how to identify ideal outsourceable operations, freeing your company's..
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%..
When to Pilot Your Outsourced Customer Support Program When the “customer support formula” to scale doesn’t feel right..
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..
Leading Gaming & Entertainment Company Increases Loyalty with Equifax Database Solutions Learn how this leading gaming and entertainment..
Get the Facts: Real-Time, On-Demand Information for Business Intelligence and Data Integration Learn how to simplify data integration..
Improving Channel Margins with Channel Revenue Management In this Model N white paper, receive insights into the main challenges around..
High Tech Customer Service in the Cloud - Getting Past the Hype This webcast examines best practices for hosting knowledge management and..
Make Support Social: Turn Customer Engagement into Customer Success This paper for Customer Service Professionals examines trends in social..
Values Sell (An 85 Page Excerpt) This book will teach you how to transform purpose into profit through creative sales and distribution..
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..
The Salesperson is Dead...and Other Sales and Marketing Myths Learn about seven common and pervasive sales and marketing myths that might be..
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..
Business Practices for Building Material Suppliers to Meet Today's Top 3 Issues Build stronger relationships with your contractors through..
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..
5 Customer Satisfaction Templates You Can Use Right Away Begin or improve your customer satisfaction program with these 5 ready to use..
Top 6 Reasons Why REVVY CPQ Outperforms Sequential Rules Engines The Real strength of a great CPQ solution lies in its seeming simplicity...
The Ultimate Guide to Customer Storytelling Customer storytelling is the most powerful way to engage your community, drive sales, and..
Contact Center On Demand: Right Price – Right Results With contact centers under increasing pressure to make their resources more..
Resilience & Optimization on IBM Power Systems: Surveys of IBM i and AIX Users Read this review of the data protection and recovery..
Tools and Technologies to Maximize Your Support Center's Potential Gain competitive advantage by deploying an integrated suite of 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..
9 New Customer Behaviors that Could Sink Your Company Customer behavior has changed more in the past few years than in the previous fifty...
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..
Death of the Contact Center: Are the Rumors True? As consumers rapidly embrace the web and mobile devices for fast answers to questions, is..
Social Media Monitoring vs. Social Media Analytics Customer Service Directors, learn how social media analytics can make sense of online..
Is Web Self-Service Right for Your Utility Company? Recognize the 6 tell-tale signs that your utility company and your customers are poised..
Secrets to Optimize Field Service for Better Customer Experiences Field service technicians are quite often the only representatives that..
3 Phases of Value Driving Sales Enablement Want to know why most B2B organizations often get sales enablement wrong (hint: it's not all..
Is Web Self-Service Right for Your Financial Services Institution? Find out if your financial services organization is meeting your..
Improve Customer Conversion, Satisfaction and Retention With the Right CEM Solution For Your Business Quicken Loans relies on Tealeaf for..
Modeling Complex Products Trying to remember which products are compatible with each other and the sheer number of different possible..
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..
Guide to the Multi-Channel Customer Experience Learn how to close the gap between your company website and contact center...
Tested CRM Solutions to Increase Sales and Retain Valuable Customers CRM systems are increasingly being used by businesses to acquire,..
Social Media Reality Check: Are Customer Service Execs Wasting Their Time and Money? New data on consumer behavior shatters the hype about..
Deploying Online Self-Service: The Definitive Guide If you're curious about getting online self-service right, but feeling like you..
How Mobile Printing Enhances Efficiency in Route Accounting & DSD Learn how your route delivery and sales staff can make more stops and..
Top Ten Reasons to Move Your Contact Center Operations to the Cloud Moving your contact center to the cloud, though deceptively easy to do,..
Looking Beyond Acquisition: Total Cost of Ownership and the Role of Enterprise-Class Devices Learn how rugged, enterprise-class mobility..
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..
Sales Negotiation Mistakes that Kill Deal Profitability Are your team's seemingly small discount concessions doing major hidden damage to..
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..
Managing Business Transfer through Improved Design Win Tracking: Key Drivers for Successful Growth In this white paper, learn about the key..
High-Tech and Telecom Customer Service and Support: Knowledge Management is NOT an Add-on! This white paper for high-tech customer service..
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..
Infographic: 15 Essential KPIs of your Revenue Lifecycle Effectively measure and track your customer programs to drive retention and more..
Maintaining Customer Relations and Why Is It Important? - Free 46 page eBook 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..
Virtual Assistant Technology and the Contact Center Discover how to maximize cost savings and increase agent performance by reducing cost..
Enhancing Retail Operations with Unified Communications Learn how Unified communications technologies coupled with the real-life customer..
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..
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,..
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..
Virtual Assistants & Self Service: Are Animated Digital Characters for Real? Examine some of the key initial considerations that should be..
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..
Is Web Self-Service Right for You? Recognize the 6 tell-tale signs that your organization and your customer are poised to benefit from next..
Extraordinary Customer Service Is Your Customer a Satisfied Customer? Learn the Best Practices For Improving the Customer Experience...
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..
Voice of the Customer: The New Digital Frontier As more customer interactions become digital, marketers have a never-before-seen opportunity..
Improved Customer Service: Thriving in a Down Economy Discover how the right technology can help your company throttle up customer loyalty..
Unified Communications Guide: The Business Case for Unified Communications in the Contact Center Unified Communications (UC) systems make a..
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...
The Good, The Great And The Positives of Selecting The Right Telemarketing Company Widely used by businesses of all size, telemarketing..
Looking Beyond Acquisition: Total Cost of Ownership and the Role of Enterprise-Class Devices Learn how rugged, enterprise-class mobility..
Small Business Guide: What to Look for in a Customer Relationship Management (CRM) Application You?ve outgrown Excel. Using your email..
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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