As worsening economic conditions put pressure on customers’ budgets, better customer service can give your organisation the competitive edge. Learn how unified communications has the potential to offer a more agile customer response and help the entire organisation work more productively.

Most large retailers have a business intelligence solution in place today. But it’s what they do with the vast amounts of data they now have access to that separates the truly successful merchants from the rest of the pack.

Executives agree globalization will open new windows of opportunity and unleash potential new threats, pushing banks beyond today’s boundaries. And, while many feel unprepared, the reality is that no bank – big or small – can opt out of globalization.

Becoming customer focused is critical in today’s competitive retail industry. The starting point for this transformation is leveraging customer data across the company. To achieve this goal, integration of your business processes and technology is essential.

This white paper, jointly authored by wealth management experts from Actuate and IBM and gives valuable and timely insight into how the wealth management industry is adapting its products and services suites to accommodate a new generation of wealth creators.

Good customer relationships continue to be an accurate measure of the success of a business. Global competition and consumer demand for high quality service have shaken up the CRM world, forcing companies to review their processes, and software suppliers to cast a critical eye over their solutions.

This whitepaper gives you a brief overview of SQL and Microsoft SQL Server, and addresses what it is, what it does, and indeed – what it means to your business, without delving too deeply into the world of programming.

Six Sigma provides an effective mechanism to focus on customer requirements. This paper describes the application of the Six Sigma methodology comprising the five phases – Define, Measure, Analyze, Improve and Control, by taking the example of a project, and demonstrates the benefits attained

An overview of how improved search and the ability to unlock unstructured and ad hoc knowledge within your company can allow you to create more value from existing resource. By mining the information with better and more innovative methods and tools you can create more from what you already have.

This White Paper explores how CRM has evolved from mere customer data management to building and managing long term relationships and the benefits that a coherent CRM strategy can deliver to organisations.

Read this analyst report from market research firm ServiceXRG to learn: 1) How to achieve cost efficiencies through service automation 2) Why understanding customer intent is key to effective service resolution 3) The 6 key steps needed for automating the service experience.

Despite decades of investment, Global 2000 companies and customers are out of alignment in terms of what constitutes effective service. Adopting the principles of customer-centricity, presented in this paper, in your customer service and knowledge management practices will lead to an alignment of customers' expectations with corporate objectives.

When done correctly, knowledge transfer accelerates problem resolution processes, fuels customer satisfaction and leads to greater organisational efficiency. Here, practitioners who have been through successful large-scale knowledge management initiatives share their insights and lessons learned.

Global 2000 companies implement InQuira’s automated self-service search and knowledge management applications on the web and in call centers to engage customers in dialogue, understand search intents, and deliver superior sales and service experiences that delight customers and lower sales and support costs.

Join InQuira executive Tim Shetler as he presents InQuira's view of knowledge management, web self-service, and agent-assisted support; and demonstrate why an integrated platform of business applications is the only way to deliver the right experience to resolve customer problems.

Join the SSPA, InQuira and Juniper Networks for this webcast on how Juniper Networks transitioned from a phone-based to a web-based model. You will learn how Juniper Networks recently launched a successful new knowledge base, and how Juniper Networks’ knowledge base became the backbone application in their Customer Support Centre (CSC).

Please join InQuira and Sun Microsystems to learn about Sun’s journey to revamp its customer service function to reduce costs, satisfy the self-service demands of its user community, and support the new open-source business model. Learn how to apply knowledge-centered support principles to ensure project success.

Join Jodi McBride, Director of Knowledge and Training Services at Pitney Bowes, as she shares her story on how Pitney Bowes aligned people, processes and technologies to provide a consistent customer support experience across all interaction channels.

View this on-demand webinar to learn how to accelerate the time to resolve customer support issues, design a customer interaction experience around each customer's needs, empower call-centre agents to be more productive, deliver an online support experience that will set you apart from your competition, and streamline the performance of your call-centre.

Microsoft Dynamics CRM is a complete customer relationship management solution that provides all of the tools and capabilities needed to create and easily maintain a clear picture of customers from first contact through purchase and post-sales