Customer Service Research Library

The top resource for free Customer Service research, white papers, reports, case studies, magazines, and eBooks.

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DevOps and DNS: Improving Web Application Performance at the DNS Layer
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DevOps and DNS: Improving Web Application Performance at the...
The Ten Commandments of Customer Service
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The Ten Commandments of Customer Service
The Sales Resume Handbook
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The Sales Resume Handbook
Customer Support Training Playbook by Lessonly
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Customer Support Training Playbook by Lessonly
The Modern CIO: Digitally Delivering Business Transformation
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The Modern CIO: Digitally Delivering Business Transformation
WAF and DDoS: Perfect Bedfellows
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WAF and DDoS: Perfect Bedfellows
Find the Best 2018 Field Service Software - Get FREE Customized Recommendations
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Find the Best 2018 Field Service Software - Get FREE...
SMART RETAIL NEWS
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SMART RETAIL NEWS
Providing Great Customer Service- Creating an Exceptional Customer Experience
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Providing Great Customer Service- Creating an Exceptional...
White Paper: Utilising Guided Selling to Improve Sales Effectiveness
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White Paper: Utilising Guided Selling to Improve Sales...
The Small Business Guide to Virtual Receptionists
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The Small Business Guide to Virtual Receptionists
UniCredit Monitors 1,000 Apps from One Platform
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UniCredit Monitors 1,000 Apps from One Platform
The State of Mobile Enablement in Sales and Marketing
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The State of Mobile Enablement in Sales and Marketing
7 Steps to Elevate Your Customers' Experience
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7 Steps to Elevate Your Customers' Experience
Why Customer Experience is the Ultimate Marketing Tool
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Why Customer Experience is the Ultimate Marketing Tool
Improving Customer Support and Help Desk Efficiencies
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Improving Customer Support and Help Desk Efficiencies
Solving the Five Types of Online Customer Struggle with Bruce Temkin
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Solving the Five Types of Online Customer Struggle with Bruce...
How to Encourage Brand Loyalty With a Dynamite Customer Experience
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How to Encourage Brand Loyalty With a Dynamite Customer...
Designing the Great Web Self-Service Experience
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Designing the Great Web Self-Service Experience
Chasing Unicorns: Is It Possible to Have a Strategic Partnership with Your Contact Center?
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Chasing Unicorns: Is It Possible to Have a Strategic...
Neocase's Customer Service Best Practices
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Neocase's Customer Service Best Practices
Managing Business Risk in the Food & Beverage Industry
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Managing Business Risk in the Food & Beverage Industry
Mobility for the Small Business
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Mobility for the Small Business
Sales and Marketing Outsourcing for Savings and Growth
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Sales and Marketing Outsourcing for Savings and Growth
Bringing 'Communications' Products to Life: An Innovative Marketing Strategy
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Bringing 'Communications' Products to Life: An Innovative...
Quantifiable Advantages through Remote Systems Management
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Quantifiable Advantages through Remote Systems Management
CMO Survey: Why Customer Identity Matters for Great Customer Experiences
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CMO Survey: Why Customer Identity Matters for Great Customer...
Accelerating Business with Automation and Workflow Efficiencies
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Accelerating Business with Automation and Workflow...
Customer Support Training Calendar by Lessonly
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Customer Support Training Calendar by Lessonly
Be Your Customer's Hero - Book Summary
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Be Your Customer's Hero - Book Summary
New Year, New Contact Center RFP? 10 Mistakes to Avoid
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New Year, New Contact Center RFP? 10 Mistakes to Avoid
The Impact of Content Effectiveness on Sales and Marketing
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The Impact of Content Effectiveness on Sales and Marketing
When to Pilot Your Outsourced Customer Support Program
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When to Pilot Your Outsourced Customer Support Program
AI and Customer Care: The Future is Here
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AI and Customer Care: The Future is Here
Leading Gaming & Entertainment Company Increases Loyalty with Equifax Database Solutions
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Leading Gaming & Entertainment Company Increases Loyalty with...
Visual IVR vs Other Self Service Options (Chat, Click to Call, Co-browse, Virtual Agents)
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Visual IVR vs Other Self Service Options (Chat, Click to...
Using Social Media as a Customer Service Platform
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Using Social Media as a Customer Service Platform
Guiding an End to End Customer Journey
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Guiding an End to End Customer Journey
Pentair Improves Service Operations with a New On-Demand Solution
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Pentair Improves Service Operations with a New On-Demand...
Make Support Social: Turn Customer Engagement into Customer Success
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Make Support Social: Turn Customer Engagement into Customer...
CRM On-Site or On-Demand? Choose the right deployment option
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CRM On-Site or On-Demand? Choose the right deployment option
Best Practices for Integrating Social Media and Customer Service for Bottom Line Results
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Best Practices for Integrating Social Media and Customer...
7 Ways Field Service Organizations are Leveraging Technology
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7 Ways Field Service Organizations are Leveraging Technology
5 Insights About Sourcing and Developing Strategic Partnerships
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5 Insights About Sourcing and Developing Strategic...
The Salesperson is Dead...and Other Sales and Marketing Myths
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The Salesperson is Dead...and Other Sales and Marketing Myths
7 Field Service Strategies to Boost Customer Loyalty
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7 Field Service Strategies to Boost Customer Loyalty
How to Evaluate A Product Content Management Solution: Eight Questions Every Brand Should Ask
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How to Evaluate A Product Content Management Solution: Eight...
The 2016 Sales Framework: Set Your Sales Team Up For Success By Guiding Them To Results
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The 2016 Sales Framework: Set Your Sales Team Up For Success...
Navigating Generational Differences in the Contact Center Workforce
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Navigating Generational Differences in the Contact Center...
High-Tech and Telecom Customer Service and Support: Knowledge Management is NOT an Add-on!
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High-Tech and Telecom Customer Service and Support: Knowledge...
5 Customer Satisfaction Templates You Can Use Right Away
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5 Customer Satisfaction Templates You Can Use Right Away
Is Your Social Customer Service Already Stellar?
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Is Your Social Customer Service Already Stellar?
Top 6 Reasons Why REVVY CPQ Outperforms Sequential Rules Engines
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Top 6 Reasons Why REVVY CPQ Outperforms Sequential Rules...
The Ultimate Guide to Customer Storytelling
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The Ultimate Guide to Customer Storytelling
Is It Time to Outsource? 5 Questions to Ask Yourself
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Is It Time to Outsource? 5 Questions to Ask Yourself
Tools and Technologies to Maximize Your Support Center's Potential
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Tools and Technologies to Maximize Your Support Center's...
5 Key Factors Transforming the Mobility of Field Services
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5 Key Factors Transforming the Mobility of Field Services
Getting Closer to the Customer: A Challenge for the C-Suite
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Getting Closer to the Customer: A Challenge for the C-Suite
9 New Customer Behaviors that Could Sink Your Company
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9 New Customer Behaviors that Could Sink Your Company
Delivering the True Potential of CRM Through the Individual
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Delivering the True Potential of CRM Through the Individual
The Sales Kickoff Content Cookbook
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The Sales Kickoff Content Cookbook
NetSuite for the CIO
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NetSuite for the CIO
Is Web Self-Service Right for Your Utility Company?
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Is Web Self-Service Right for Your Utility Company?
Treat Your Customers Better with Best of Breed Content Management Systems
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Treat Your Customers Better with Best of Breed Content...
Align or Die in the Age of the Customer
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Align or Die in the Age of the Customer
3 Phases of Value Driving Sales Enablement
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3 Phases of Value Driving Sales Enablement
Modeling Complex Products
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Modeling Complex Products
Building Customer Confidence through Positive Site Experience
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Building Customer Confidence through Positive Site Experience
Checklist: How B2B People Learn to Love Their Sales Data
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Checklist: How B2B People Learn to Love Their Sales Data
The Top 5 Tools for Social Proof (and Why They Matter Now More Than Ever)
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The Top 5 Tools for Social Proof (and Why They Matter Now...
The Video Conferencing Playbook: Selecting the Right Video Solution for Your Environment
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The Video Conferencing Playbook: Selecting the Right Video...
Building a Customer Experience Strategy
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Building a Customer Experience Strategy
Tested CRM Solutions to Increase Sales and Retain Valuable Customers
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Tested CRM Solutions to Increase Sales and Retain Valuable...
The Link between Sales Analytics and Sales Performance
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The Link between Sales Analytics and Sales Performance
Social Media Reality Check: Are Customer Service Execs Wasting Their Time and Money?
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Social Media Reality Check: Are Customer Service Execs...
Viewing CRM as Change Management: A Best Practices Guide
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Viewing CRM as Change Management: A Best Practices Guide
Deploying Online Self-Service: The Definitive Guide
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Deploying Online Self-Service: The Definitive Guide
New Economy In, Old Strategies Out: A Fresh Look at MES
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New Economy In, Old Strategies Out: A Fresh Look at MES
How Mobile Printing Enhances Efficiency in Route Accounting & DSD
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How Mobile Printing Enhances Efficiency in Route Accounting &...
Top Ten Reasons to Move Your Contact Center Operations to the Cloud
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Top Ten Reasons to Move Your Contact Center Operations to the...
Learn Why Analyst Firm Ovum Names SugarCRM a Leading CRM
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Learn Why Analyst Firm Ovum Names SugarCRM a Leading CRM
Cross-Channel Loyalty Technology
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Cross-Channel Loyalty Technology
The Keys to Cozy Customers
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The Keys to Cozy Customers
Managing Business Transfer through Improved Design Win Tracking: Key Drivers for Successful Growth
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Managing Business Transfer through Improved Design Win...
5 Insights About Sourcing and Developing Strategic Partnerships
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5 Insights About Sourcing and Developing Strategic...
High-Tech and Telecom Customer Service and Support: Knowledge Management is NOT an Add-on!
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High-Tech and Telecom Customer Service and Support: Knowledge...
Leveraging Mobile Engagement to Boost Sales, Service, and Customer Satisfaction
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Leveraging Mobile Engagement to Boost Sales, Service, and...
Customer Service Knowledge Management: Strategic & Implementation Tips
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Customer Service Knowledge Management: Strategic &...
Whiteboard Selling: Empowering Sales Through Visuals--Free Sample Chapter
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Whiteboard Selling: Empowering Sales Through Visuals--Free...
Customer Journey Mapping in the Contact Center
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Customer Journey Mapping in the Contact Center
What You Need to Know When Looking for a New Contact Center Outsourcer
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What You Need to Know When Looking for a New Contact Center...
Enhancing Retail Operations with Unified Communications
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Enhancing Retail Operations with Unified Communications
Unlock the Power of Your Field Service Teams with Mobility
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Unlock the Power of Your Field Service Teams with Mobility
Sony's Premium Customer Support
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Sony's Premium Customer Support
Real-time Remote Workforce Enablement
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Real-time Remote Workforce Enablement
5 Things You Can Do to Make Your Customer Experience Stickier
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5 Things You Can Do to Make Your Customer Experience Stickier
The Top 10 Reasons Epicor Clients Choose the Cloud
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The Top 10 Reasons Epicor Clients Choose the Cloud
Virtual Assistants & Self Service: Are Animated Digital Characters for Real?
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Virtual Assistants & Self Service: Are Animated Digital...
Solving the 5 Biggest Challenges of Field Service Delivery
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Solving the 5 Biggest Challenges of Field Service Delivery
Marketing to the Masses with SugarCRM
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Marketing to the Masses with SugarCRM
The Evolution of Self-Serve Customer Service
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The Evolution of Self-Serve Customer Service
From In-House to Outsourced: Best Practices for Contact Center Knowledge Transfer
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From In-House to Outsourced: Best Practices for Contact...
Effective Convergence: Moving Your Business to Unified Communications
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Effective Convergence: Moving Your Business to Unified...
Service Failure
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Service Failure
Why Your HR Team Will Love You for Outsourcing Your Customer Service
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Why Your HR Team Will Love You for Outsourcing Your Customer...
Extraordinary Customer Service
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Extraordinary Customer Service
Moving Service Assurance to the Next Level
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Moving Service Assurance to the Next Level
An Introduction to Hiring For the Modern Sales Operations Manager
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An Introduction to Hiring For the Modern Sales Operations...
Is the Customer Really Always Right?
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Is the Customer Really Always Right?
Small Business Guide: What to Look for in a Customer Relationship Management (CRM) Application
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Small Business Guide: What to Look for in a Customer...
The State of Resilience & Optimization on IBM Power Systems (System i and System p)
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The State of Resilience & Optimization on IBM Power Systems...
Best Practices for Integrated Listening
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Best Practices for Integrated Listening
Customer Service Solution: Neocase Software Review
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Customer Service Solution: Neocase Software Review
The 9 Noble Truths of Customer Experience
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The 9 Noble Truths of Customer Experience
5 Steps to Happy Customers
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5 Steps to Happy Customers
Here's an Idea: Put Millennials' Needs First
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Here's an Idea: Put Millennials' Needs First
How to Deal with Upset Customers in the Call Center
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How to Deal with Upset Customers in the Call Center
Xerox Knowledge Management
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Xerox Knowledge Management
What Your Outsourcer Should Tell You About Hiring Contact Center Agents: A Client's Guide
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What Your Outsourcer Should Tell You About Hiring Contact...
3 Critical Components to Achieving the Perfect Order
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3 Critical Components to Achieving the Perfect Order
Gaining Customer Loyalty with In-Store Personalization
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Gaining Customer Loyalty with In-Store Personalization
4 Best Practices for Growing Your Insurance Business
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4 Best Practices for Growing Your Insurance Business
What Your Outsourcer Should Tell You About Managing Contact Center Agents: A Client's Guide
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What Your Outsourcer Should Tell You About Managing Contact...
Top 12 Things to Look for in a Great Mobile Chat Solution
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Top 12 Things to Look for in a Great Mobile Chat Solution
T&E Expense Management and the Social Enterprise
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T&E Expense Management and the Social Enterprise
7 Best Practices for Business Process Management in Customer Service
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7 Best Practices for Business Process Management in Customer...
Best Practices for Implementing an IP/SIP Contact Center
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Best Practices for Implementing an IP/SIP Contact Center
The US Contact Center Decision-Makers' Guide 2015: The Mobile Chapter
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The US Contact Center Decision-Makers' Guide 2015: The Mobile...
Aberdeen Report: come le aziende 'best-in-class' semplificando i processi di vendita complessi
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Aberdeen Report: come le aziende 'best-in-class'...
Adding Value Research Brief for Affinity Organizations
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Adding Value Research Brief for Affinity Organizations
Get the Facts: Real-Time, On-Demand Information for Business Intelligence and Data Integration
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Get the Facts: Real-Time, On-Demand Information for Business...
High Tech Customer Service in the Cloud - Getting Past the Hype
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High Tech Customer Service in the Cloud - Getting Past the...
Improving Channel Margins with Channel Revenue Management
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Improving Channel Margins with Channel Revenue Management
Ecommerce Platform Benchmark
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Ecommerce Platform Benchmark
The iPad for Field Service? It's a Game Changer!
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The iPad for Field Service? It's a Game Changer!
The State of Social Customer Support in 2018
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The State of Social Customer Support in 2018
Taking Aim at a Moving Target: Creating Better Customer Relationships with an Integrated Mobile Strategy
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Taking Aim at a Moving Target: Creating Better Customer...
Video Webcasts: 10 Proven Success Strategies for your Business
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Video Webcasts: 10 Proven Success Strategies for your Business
The Customer Service Book Bundle -- A 313 Page Sample from Berrett-Koehler
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The Customer Service Book Bundle -- A 313 Page Sample from...
Geek Out 3: Geek out on the Cloud-Based Infrastructure of Google Apps
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Geek Out 3: Geek out on the Cloud-Based Infrastructure of...
Business Practices for Building Material Suppliers to Meet Today's Top 3 Issues
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Business Practices for Building Material Suppliers to Meet...
5 Top Procurement Tips for Seeking an Outsourced Contact Center
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5 Top Procurement Tips for Seeking an Outsourced Contact...
10 Ways to Measure Translation ROI
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10 Ways to Measure Translation ROI
How Social Intelligence Increases Revenue for B2B Sales Teams
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How Social Intelligence Increases Revenue for B2B Sales Teams
5 Tech Trends Redefining the Customer Experience
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5 Tech Trends Redefining the Customer Experience
Five Steps to Manage the Customer Journey for B2B Success
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Five Steps to Manage the Customer Journey for B2B Success
Contact Center On Demand: Right Price – Right Results
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Contact Center On Demand: Right Price – Right Results
Resilience & Optimization on IBM Power Systems: Surveys of IBM i and AIX Users
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Resilience & Optimization on IBM Power Systems: Surveys of...
Weighing the Pros and Cons of Cross-Trained Contact Center Agents
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Weighing the Pros and Cons of Cross-Trained Contact Center...
Empowering Sales with Self-Service BI
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Empowering Sales with Self-Service BI
Building Consumer Brand Infatuation
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Building Consumer Brand Infatuation
Implementing an Electronic Parts Catalog: Make Impact in the Aftermarket
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Implementing an Electronic Parts Catalog: Make Impact in the...
Things to Consider When Choosing a Call Center
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Things to Consider When Choosing a Call Center
Death of the Contact Center: Are the Rumors True?
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Death of the Contact Center: Are the Rumors True?
The Less Obvious - But Equally Important - Role of Your CMS
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The Less Obvious - But Equally Important - Role of Your CMS
Social Media Monitoring vs. Social Media Analytics
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Social Media Monitoring vs. Social Media Analytics
How to Turn Contact Center Workforce Management into Champions
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How to Turn Contact Center Workforce Management into Champions
Is Web Self-Service Right for Your Financial Services Institution?
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Is Web Self-Service Right for Your Financial Services...
Which Comes First: The Contact Center Site Visit or the RFP?
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Which Comes First: The Contact Center Site Visit or the RFP?
Improve Customer Conversion, Satisfaction and Retention With the Right CEM Solution For Your Business
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Improve Customer Conversion, Satisfaction and Retention With...
How Does Customer Experience Impact Angry Customers?
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How Does Customer Experience Impact Angry Customers?
Live Chat Best Practices
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Live Chat Best Practices
How to Harness the Power of a Subscription Business Model to Bolster Revenues
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How to Harness the Power of a Subscription Business Model to...
High Tech Customer Service and Support: Using Analytics to Build a Roadmap to Success
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High Tech Customer Service and Support: Using Analytics to...
Solving the 5 Biggest Challenges of Field Service Delivery
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Solving the 5 Biggest Challenges of Field Service Delivery
Avid Technology Choosing Commercial Open Source for CRM Success
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Avid Technology Choosing Commercial Open Source for CRM...
Guide to the Multi-Channel Customer Experience
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Guide to the Multi-Channel Customer Experience
Three Secrets to Implementing an Outsourced Customer Service Program
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Three Secrets to Implementing an Outsourced Customer Service...
Can You Train Contact Center Agents in Empathy?
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Can You Train Contact Center Agents in Empathy?
Revenue in the Field: 5 Tips from the Best
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Revenue in the Field: 5 Tips from the Best
Launch a World-Class Digital Voice of Customer Program - Medallia
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Launch a World-Class Digital Voice of Customer Program -...
Looking Beyond Acquisition: Total Cost of Ownership and the Role of Enterprise-Class Devices
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Looking Beyond Acquisition: Total Cost of Ownership and the...
The 10 Worst Practices for Technical Support and How to Overcome Them
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The 10 Worst Practices for Technical Support and How to...
Six Tips for Putting Your CRM into Overdrive
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Six Tips for Putting Your CRM into Overdrive
Sales Negotiation Mistakes that Kill Deal Profitability
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Sales Negotiation Mistakes that Kill Deal Profitability
T&E Expense Management and the Social Media Enterprise
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T&E Expense Management and the Social Media Enterprise
Anonymous Users Are People, Too
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Anonymous Users Are People, Too
Modernize Your Waiting Room
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Modernize Your Waiting Room
Avid Technology Choosing Commercial Open Source for CRM Success - Case Study
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Avid Technology Choosing Commercial Open Source for CRM...
Best Practices for Adding Self-Service Kiosks to your Store
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Best Practices for Adding Self-Service Kiosks to your Store
Virtual Assistant Technology and the Contact Center
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Virtual Assistant Technology and the Contact Center
Promising the Best of Both Worlds: The Impact and Future of Commercial Open Source
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Promising the Best of Both Worlds: The Impact and Future of...
Managing User Experience and the Organization
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Managing User Experience and the Organization
Strategic Service Management: The Final Frontier
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Strategic Service Management: The Final Frontier
Close the Multi-Channel Customer Experience Gap
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Close the Multi-Channel Customer Experience Gap
Ready or Not: AI Customer Service Will Change Your Business and Brand
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Ready or Not: AI Customer Service Will Change Your Business...
A Guide to Knowledge Management Software for Service and Support
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A Guide to Knowledge Management Software for Service and...
Grow Your Business with Improved Field Service Efficiency!
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Grow Your Business with Improved Field Service Efficiency!
10 Reasons to Consider a Cloud-Based Contact Center Solution
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10 Reasons to Consider a Cloud-Based Contact Center Solution
The Truth About Attrition in the Contact Center
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The Truth About Attrition in the Contact Center
Customer Service and Support - Customers Versus Companies
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Customer Service and Support - Customers Versus Companies
Six Tips for Putting Your CRM into Overdrive
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Six Tips for Putting Your CRM into Overdrive
Is Web Self-Service Right for You?
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Is Web Self-Service Right for You?
Why Marketers Use First-Party Data to Drive Brand Loyalty and Customer Retention
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Why Marketers Use First-Party Data to Drive Brand Loyalty and...
5 Ways to Improve Sales Performance with Analytics
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5 Ways to Improve Sales Performance with Analytics
Use KANA SEM to Take the Pain Out of Assisted-Service
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Use KANA SEM to Take the Pain Out of Assisted-Service
Voice of the Customer: The New Digital Frontier
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Voice of the Customer: The New Digital Frontier
Improved Customer Service: Thriving in a Down Economy
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Improved Customer Service: Thriving in a Down Economy
Unified Communications Guide: The Business Case for Unified Communications in the Contact Center
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Unified Communications Guide: The Business Case for Unified...
Drive Site Redesign Success
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Drive Site Redesign Success
The Good, The Great And The Positives of Selecting The Right Telemarketing Company
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The Good, The Great And The Positives of Selecting The Right...
Looking Beyond Acquisition: Total Cost of Ownership and the Role of Enterprise-Class Devices
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Looking Beyond Acquisition: Total Cost of Ownership and the...
Insurance Carriers: Growth Through Third-Party Products
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Insurance Carriers: Growth Through Third-Party Products
Path to Improved Customer Service: What is SIP and SOA and how can it make my life easier?
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Path to Improved Customer Service: What is SIP and SOA and...