EGUIDE: In this e-guide from the experts at SearchCRM.com, learn how your organization can optimize its call center and drive customer service success with the use of workforce management (WFM) software, real-time speech analytics software, guidance applications, predictive analytics, and other tools.

Posted: 24 Sep 2013 | Published: 24 Sep 2013

EGUIDE: In this expert e-guide, find out why integrating sales and marketing is essential for making the most of every customer contact in today's e-commerce landscape. Discover how a new way of approaching your revenue cycle, revenue performance management (RPM) can enhance customer interactions with this powerhouse combination.

Posted: 19 Aug 2013 | Published: 19 Aug 2013

EGUIDE: There are many new tools that claim to enhance customer experience management (CEM) strategies, including social and mobile channels. However, such initiatives can backfire if companies employ the wrong strategies. In this e-guide, learn how to best leverage digital marketing and CEM technologies to gain a deeper understanding of your customers.

Posted: 26 Jul 2013 | Published: 26 Jul 2013

EGUIDE: CEM is about so much more than just technology. It's also important to focus on implementing the right processes to facilitate collaboration across different departments and multiple applications. This expert resource describes proven strategies to optimize resources for CEM.

Posted: 21 Feb 2013 | Published: 21 Feb 2013

EGUIDE: Today's exclusive resource examines that steps businesses should take to ensure the seamless integration of social CRM into existing tools and processes. Discover the value you can glean from analyzing and nurturing customer feedback from social media channels.

Posted: 19 Feb 2013 | Published: 19 Feb 2013

EGUIDE: It is a reality for many organizations that the IT department and contact center have a big gap in communication and collaboration leading to frustration and project delays. This exclusive resource will help you learn how to bridge the communication gaps between these two departments and set common goals to deliver a seamless customer experience.

Posted: 18 Feb 2013 | Published: 18 Feb 2013

EGUIDE: Access this exclusive resource to find out about the value of a chief customer resource officer. Read on to learn more about their duties and responsibilities and how they can help you organization refocus on the increasingly important customer experience management.

Posted: 18 Feb 2013 | Published: 18 Feb 2013

EGUIDE: Consult this expert e-guide to uncover how you can provide customer support across multiple communication channels. Assisting customers efficiently is imperative to the reputation of your business. This e-guide covers best practices for managing multiple channels, so you can prepare for communication from every angle.

Posted: 13 Feb 2013 | Published: 13 Feb 2013

EGUIDE: Usually when deciding between CRM platforms businesses focused on the deployment method: cloud vs. on-premise. However, as bolstering the customer experience grows in importance, savvy companies are focusing their attention of the features the platform has to offer. Read on to learn which features should be considered in your buying decision.

Posted: 28 Jan 2013 | Published: 28 Jan 2013

EGUIDE: In this e-guide, learn how to resolve communication issues between the IT and contact center departments by creating internal service-level agreements, recognizing that what's right for the organization is the same as what's right for the customer, and more.

Posted: 05 Dec 2012 | Published: 05 Dec 2012

EZINE: This 3-article E-Zine offers analysis and advice for the CEM professional. In the featured article, Cameron Kittle reviews CEM technologies and shares the thoughts of industry observers who stress that a company should first know what it intends to do with its wired connection to customers. Continue on for this article and more.

Posted: 13 Nov 2012 | Published: 13 Nov 2012

EGUIDE: In our customer-centric market, the voice of the consumer is having a major effect on day-to-day business decisions. This expert e-guide reveals tips and advice to help readers utilize marketing strategies to best improve the customer experience and understanding.

Posted: 19 Jun 2012 | Published: 19 Jun 2012

EZINE: In this third edition of the Customer Experience Exchange e-zine, Chris Maxcer delves into world of incorporating team-building activities into contact center agents' schedules, Vangie Beal discusses Dell's six-year investment in social media and Anna Fiorentino writes about why customer loyalty has dipped nearly 10%.

Posted: 20 Mar 2012 | Published: 20 Mar 2012

EBOOK: Launching a social CRM strategy? It's a good idea, but be careful not to overdo it. Get the keys to effective social CRM.

Posted: 29 Aug 2013 | Published: 29 Aug 2013

EGUIDE: Shoppers are looking for more personalized, responsive, relevant experiences, and in order to provide that, your business needs an effective customer experience management (CEM) strategy. Learn how when you access this expert three-part e-guide and discover six top concepts that make up a successful CEM strategy.

Posted: 28 Aug 2013 | Published: 28 Aug 2013

EBOOK: With call center software, best business practices can be difficult to navigate. But the payoff is worth investigating. In this handbook, readers find detailed explanations of the latest call center technologies as well as insight on call center management—including schedule and workforce management.

Posted: 07 Aug 2013 | Published: 07 Aug 2013

EBOOK: Uncover tips to ensure CRM data migrations go smoothly, and explore how proper planning, data profiling, and data quality checks can help you achieve a cost-effective CRM upgrade.

Posted: 15 Jul 2013 | Published: 15 Jul 2013

EBOOK: Mobile applications are quickly becoming the most common way customers interact with businesses, and can often make or break a customer's experience. In this expert e-book, explore what customers expect from mobile applications and discover the technologies and practices you'll need to create useful, engaging mobile apps.

Posted: 20 May 2013 | Published: 20 May 2013

WHITE PAPER: Explore this expert e-book for advice on choosing a CRM platform that suits your needs, and learn how to construct a well-defined plan to put social media analytics into a broader enterprise context.

Posted: 02 Apr 2013 | Published: 02 Apr 2013

EZINE: In this expert e-zine, discover two key areas of app development in today's mobile climate: delivering quality mobile customer service, and uniting front-end and back-end functionality. Also included is a case study of a mobile app that delivered user-oriented, ultra-simple service with outstanding results.

Posted: 19 Mar 2013 | Published: 19 Mar 2013

EBOOK: In this expert e-book, you'll learn how to create a successful social CRM initiative (as well as valuable, lasting customer relations) by implementing the right processes and technologies.

Posted: 12 Mar 2013 | Published: 12 Mar 2013

WHITE PAPER: Contact centers can't live in the past. This three-part handbook offers insight into how contact centers can modernize an agent's tools to meet the demands and needs of customers whose mobile and social empowerment has put companies in the virtual hot seat.

Posted: 31 Jan 2013 | Published: 31 Jan 2013

WHITE PAPER: There is added pressure for modern contact center agents, with customers armed to the teeth with devices to connect with businesses—from tweets to texts to phone calls. But with proper metrics to gauge performance and lead to instructive training, some of that pressure can be alleviated.

Posted: 25 Jan 2013 | Published: 25 Jan 2013

EZINE: This edition of the CEM e-zine examines the role social media can play in your company. Learn how Major League Baseball is capitalizing on this revolution to fill its stands even during the darkest of times of the season, why Pinterest is such a success and how Dell measures it's social media success by tracking 22,000 daily online comments.

Posted: 16 May 2012 | Published: 16 May 2012

EZINE: This second issue of Customer Experience Exchange highlights the contact center. Often an overlooked facet of customer relationship management (CRM), the contact center is usually the first way a customer reaches out to a company and thus should always be considered in CRM strategies.

Posted: 31 Jan 2012 | Published: 31 Jan 2012