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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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What to Look for in a Call Center: A Free Guide on Making the Right Choice These days it seems nearly every business, whether large or..	Forrester Research Reports Customers are Driving E-Signature Adoption Read Forrester's Research about how the connection between e-signature..	Top 10 Online Brand Protection Strategies for 2012 Now is the time to get proactive on developing a solid online brand protection strategy..
Onshore vs. Offshore: Choosing the Best Call Center Service for Your Business Much has been made over the value of Call Center Outsourcing,..	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..	What to Consider Before Purchasing a Contact Center Solution Discover the best tips and advice for Contact Center solutions!..
High Tech Customer Service in the Cloud - Getting Past the Hype This webcast examines best practices for hosting knowledge management and..	Extraordinary Customer Service Is Your Customer a Satisfied Customer? Learn the Best Practices For Improving the Customer Experience...	A Guide to Knowledge Management Software for Service and Support “The KM Market Landscape” helps define a software category..
A Simple Framework for Successful Loyalty Program Design A framework to help marketers design programs for low- to high- frequency..	7 Best Practices for Business Process Management in Customer Service Effective customer service is not just about service experiences but..	Click to Call - Giving Voice to Online Transactions See why Forrester Research identified click to call as one of the "Twelve Technologies..
Beyond Chat: How To Boost Online Sales with Rich Media Customer Engagement This paper examines how online retailers can use a new hosted..	Social Media Monitoring vs. Social Media Analytics Customer Service Directors, learn how social media analytics can make sense of online..	How Financial Institutions are Driving Online Conversions & Building Customer Loyalty with Live Chat With the advent of Internet banking,..
Improving Customer Support and Help Desk Efficiencies Read this white paper to understand the problem with relying solely on self-service..	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..
NimBUS für Monitoring von End-to-End-Antwortzeiten Ein Informationsbericht zur Service-Level-Management-Lösung von Nimsoft Damit..	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,..
Achieve Superior Performance and Availability with Business Transaction Management Learn what Business Transaction Management (BTM) is, and..	NimBUS Netzwerk-Monitoring Ein Informationsbericht zur Service-Level-Management-Lösung von Nimsoft Rauben Ihnen Netzwerkausfälle und..	The High-Tech Knowledge Experience: How and Why to Make Knowledge Management Easier Learn the 3 knowledge experience "moments of truth" to..
Leading Gaming & Entertainment Company Increases Loyalty with Equifax Database Solutions Learn how this leading gaming and entertainment..	Improve Business Performance and Customer Loyalty in 5 Steps Learn how to adopt and rethink your key business metrics, focus on continual..	High Tech Customer Service and Support: Using Analytics to Build a Roadmap to Success This white paper for Customer Service Professionals in..
Case Study: Live Chat Helps Internet Pharmacy Provide Personal Assistance Online Discover how specialty internet pharmacy provides personal..	Customer Feedback Management: Leveraging the Voice of the Customer to Amplify Business Results Access Your Complimentary Copy Today. This..	Customer Service Knowledge Management: Strategic & Implementation Tips Design agent workflows and customer experiences in minutes. Read this..
Video Webcasts: 10 Proven Success Strategies for your Business Learn to select webcasting solutions for presentations, training, or customer..	Five Predictive Imperatives for Maximizing Customer Value Most CRM systems rely on historical analytics that provide a “rear-view..	Xerox Knowledge Management Xerox provides support for hundreds of products to its global customer base. Its reliance on a system of..
Institutional Identity Theft Learn how the identity theft of your customers leads to the erosion of your company's profits and good name...	Best Practices for Delivering Superior Customer Experience This white paper explores the benefits of implementing a CCM platform, identifies..	Best-in-Class Strategies to Overcome the Disconnected Customer Experience Access Your Complimentary Copy Today. This $399 Value Offer..
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..	Continuous Customer Dialogues: Strategies for growth and loyalty in multi-channel customer-oriented organizations Make every customer..
Six Essentials to Increase Cross-Selling and Up-Selling Revenues Learn about the six essential strategies a contact center must adopt to..	Understanding: E-Business Sales Funnel™ Theory With this ebook you will learn how to achieve your targets, become more innovative and most..	Case Study: Live Chat Increases Airline Customer Service Efficiency Learn how the airline company immediately experienced the effect of the..
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..	The Customer Front Door: Why Next-Generation Self-Service is Mission-Critical to Your Brand Learn how a company's interactive voice response..
Designing the Great Web Self-Service Experience Customer Service Directors, find out how to design your site for usability, findability and..	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...
Genesys Global Consumer Survey—2007 Examine the eye-opening responses of 4,200 international consumers as they offer their candid..	Guide to the Multi-Channel Customer Experience Learn how to close the gap between your company website and contact center...	Creating Great Customer Conversations This white paper gives you essential Gartner research, including Gartner's Magic Quadrant for..
The Emergence of Proactive Communications in Customer Service Learn how proactive communication technologies, such as outbound Interactive..	The 10 Worst Practices for Technical Support and How to Overcome Them Explore 10 of the "worst practices" that are common to customer..	The Economic Necessity of Customer Service Learn the Five Recession-Busting Strategies To Cut Service Costs And Increase Sales...
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..	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...
Close the Multi-Channel Customer Experience Gap This white paper will describe the business imperative for closing the multi-channel..	Customer Service and Support - Customers Versus Companies High-Tech Service Providers: Companies and consumers differ dramatically in their..	Aberdeen Group Research Proves Best-in-Class Sales Teams use Electronic Signatures Learn how top sales teams use technology to close deals..
Effective Convergence: Moving Your Business to Unified Communications Improve customer service and accelerate business results across..	Seven Reasons You Need Predictive Analytics Today Learning from the past is one thing, but real competitive advantage happens you get it..	Customer Service Strategies: Creating a Great Customer Experience Learn about the impact a superior customer experience can have on your..
Why Interactive Support Is Essential For Travel eBusiness Learn how to use your online customers’ ages to guide your customer service..	Web Strategy 3.0: e-Business Leadership through Customer Centric Internet Platforms - Free 24 Page eBook Learn more about advanced and..	Improved Customer Service: Thriving in a Down Economy Discover how the right technology can help your company throttle up customer loyalty..
Drive Site Redesign Success The Keys to Preventing Costly Site Failures and Achieving the ROI You Expect...	Self Service Drives Dollars for the Contact Center Learn about a cost-effective customer service solution for mid-market companies concerned..	Forrester Report - Trends 2007: Customer Relationship Management - Sponsored by Oncontact Software Improve customer experiences using..
Looking Beyond Acquisition: Total Cost of Ownership and the Role of Enterprise-Class Devices Learn how rugged, enterprise-class mobility..	15-Minute Guide to Elevating the Customer Experience Through Statements This guide focuses on the importance of customer statements, in..	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..