WHITE PAPER - To address the growing demand for smarter products, many manufacturers are incorporating embedded systems into their products. While this approach offers exciting opportunities for innovation, it also adds a level of complexity to products that have zero tolerance for bugs and that must beat the competition to market. Read more to find out!
Posted: March 17, 2010 | Published: March 17, 2009


Topics:  Code Management | Customer Satisfaction | Economic Environment | Embedded Systems Hardware | Embedded Systems Software | Integrated Development Environments | Management Change | Manufacturing | Real Time Operating Systems

PODCAST - Today, most marketing offers are easily lost in the large volume of emails we all receive.  The big question is: How can you make your emails stand out from the rest? In this podcast, learn steps to developing and implementing a successful email communications strategy that resonates well with your audience.
Posted: March 12, 2010 | Premiered: March 9, 2010


Topics:  Brand Loyalty | CRM | Customer Satisfaction | Email | Email Marketing | Marketing | Online Marketing | Strategic Planning | User Experience

WEBCAST - Your customers today want and expect your interactions with them to be tailored to their needs. Watch this webcast and learn how Oracle Real-Time Decisions can create actionable intelligence in real time so that you can optimize your customer interactions across any touch point.
Posted: March 12, 2010 | Premieres: April 8, 2010


Topics:  Business Intelligence | CRM Analytics | Customer Satisfaction | Oracle (Product) | Predictive Analytics | Real-time Analytical Software | Real-time Analytics

ANALYST REPORT - This Aberdeen Research report provides an in-depth look how contact centers can significantly improve customer satisfaction by better understanding the process, procedures and technologies used by industry leaders.
Posted: March 9, 2010 | Published: September 1, 2009


Topics:  Best Practices | Contact Center Management | Contact Center Services | Contact Center Workforce Management | Contact Centers | Customer Satisfaction | Customer Self-Service | Customer Service | Customer Service Best Practices | Productivity | Self-Service Applications Software

WHITE PAPER - This white paper discusses how gathering intelligence from multiple sources such as social media, customer service centers and online support, and then transforming that intelligence into productivity improvements are vital steps in transforming customer service in the digital age.
Posted: March 9, 2010 | Published: March 5, 2010


Topics:  Call Centers | CRM | CRM Services | Customer Retention | Customer Satisfaction | Customer Self-Service | Customer Service | Customer Service Best Practices | Productivity | Social Networking

ANALYST REPORT - The ability to measure, monitor, assess, and track KPIs is critical to any organization's ability to manage its service operations. This report reveals how “Best-in-Class” contact and call center firms, distinguish themselves from the others.
Posted: March 9, 2010 | Published: June 1, 2009


Topics:  Benchmark Testing | Best Practices | Call Center Management | Call Centers | CRM | CRM Software | Customer Satisfaction | Customer Service | Customer Service Best Practices | ERP | Metrics | Performance Testing | Productivity

PRESENTATION TRANSCRIPT - This Presentation Transcript shares best practices on how to design, deploy and assess customer satisfaction surveys and use that information to improve performance in the contact center.
Posted: March 8, 2010 | Published: March 5, 2010


Topics:  Best Practices | Call Center Management | Call Centers | Contact Center Management | Contact Centers | CRM Analytics | Customer Loyalty | Customer Satisfaction | Customer Service | Marketing | Surveys

WHITE PAPER - BI applications, business process improvements, and improving the use of information and analytics has become a big trend lately. In light of this, this paper focuses on why you need to look for solutions that unify access to all types of information in analytical applications such as BI and BPM.
Posted: February 25, 2010 | Published: February 24, 2010


Topics:  Business Intelligence | Business Intelligence Software | Business Process Management | Business Process Management Software | Business Processes | CRM | Customer Loyalty | Customer Retention | Customer Satisfaction | Customer Service | Dashboards | Data Warehouses

PODCAST - This podcast shares best practices on how to design, deploy and assess customer satisfaction surveys and use that information to improve performance in the contact center.
Posted: February 22, 2010 | Premiered: February 22, 2010


Topics:  Best Practices | Call Center Management | Call Centers | Contact Center Management | Contact Centers | CRM Analytics | Customer Loyalty | Customer Satisfaction | Customer Service | Marketing | Surveys

WEBCAST - This webcast shares best practices on how to design, deploy and assess customer satisfaction surveys and use that information to improve performance in the contact center.
Posted: February 22, 2010 | Premiered: February 22, 2010


Topics:  Best Practices | Call Center Management | Call Centers | Contact Center Management | Contact Centers | CRM Analytics | Customer Loyalty | Customer Satisfaction | Customer Service | Marketing | Surveys

WHITE PAPER - In this white paper, Frost & Sullivan, a global consulting and research firm, shares real-world insights from its latest comprehensive study of the value of CEM, including operator strategies driving adoption, best practices and KPIs, and a glimpse into the future of CEM.
Posted: February 22, 2010 | Published: February 22, 2010


Topics:  CRM | CRM Best Practices | CRM Software | Customer Data Integration | Customer Data Management | Customer Satisfaction

WHITE PAPER - Read this paper to learn how Over 22,000 customers trust and rely on EVault for protection of their mission critical data. They made this decision based on EVault's ability to address their requirements.
Posted: February 4, 2010 | Published: February 4, 2010


Topics:  Backups | Business Continuity Planning | Compliance (Systems Operations) | Customer Retention | Customer Satisfaction | Customer Service | Customer Support Software | Disaster Recovery | Privacy Rights | Security

WHITE PAPER - This paper will provide a list of questions that should be considered and reviewed during any project designed to deliver a 360-degree view. The paper then explores how information sharing and identity resolution combine to show the connection between MDM and enterprise customer-centricity.
Posted: January 22, 2010 | Published: January 22, 2010


Topics:  Business Intelligence | CRM | Customer Data Integration | Customer Data Management | Customer Profiles | Customer Retention | Customer Satisfaction | Data Management | Master Data Management | Project Management

ANALYST BRIEF - Tight budgets and complex IT environments mean that IT operations teams must operate as efficiently as possible. Read this Q&A session with Mary Johnston Turner, research director for IDC's System Management Software service, to better understand how integrated, automated management tools can improve IT productivity.
Posted: January 20, 2010 | Published: January 20, 2010


Topics:  Application Monitoring | Change Management | Configuration Management | Cost Benefit Analysis | Customer Satisfaction | IT Management | IT Service Management | IT Services | Performance Testing | Service Level Management | Systems Management | Workload Automation

PRESENTATION TRANSCRIPT - This presentation transcript shares techniques for communicating with your customers in an acceptable manner that fits their preferences while expanding your marketable universe.
Posted: December 30, 2009 | Published: December 30, 2009


Topics:  Call Center Management | Contact Center Management | Contact Center Software | Contact Centers | Customer Data Integration | Customer Data Management | Customer Privacy | Customer Satisfaction | Customer Service | Marketing