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Browse through our extensive list of free Customer Service magazines, white papers, downloads and eBooks 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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How to Build a Successful Customer Engagement Center Learn best practices for setting up a Customer Engagement Center (CEC) that will offer..
Lessons from the Leading Edge of Customer Experience Management Top organizations are improving both customer loyalty and profitability by..
5 Ways to Drive Revenue with Customer Service Learn how to turn your customer service center into a profit center...
Practical/Tactical: A Guide to Maximizing Agent Efficiency The guide includes hiring checklists, free video content, and more to help you..
How Enterasys Saved $2M by Using Salesforce.com Learn how Enterasys delivered even better service to customers, by providing their agents..
SMART RETAIL NEWS Is the global news source for advances in M2M innovations in retail...
The Only Way is Omni-Channel Top Tips for Retail Rejuvenation and Recovery..
Maintaining Business Continuity in the Cloud Planning and implementing a well-designed business continuity protection strategy is critical..
Designing the Great Web Self-Service Experience Customer Service Directors, find out how to design your site for usability, findability and..
Top Ten Reasons to Move Your Contact Center Operations to the Cloud Moving your contact center to the cloud, though deceptively easy to do,..
The Book of Wisdom: 5 Essentials for Delivering Personalized Experiences 5 essentials for turning advanced personalization solutions into..
How Mobile is Transforming Customer Experience Setting a Mobile Course for Customer Experience..
5 Ways to Make Service Easy for Today's Customers Discover how to totally transform your customer service organization so it provides the..
Create a Customer Service Process that Enhances Your Bottom Line Learn why few customer complaints may mean a large pool of silent unhappy..
A Quick Peek at How Salesforce Does Customer Service Help is here with Salesforce Service Cloud...
5 Advantages of Mobile for Customer Service Learn the role Mobile plays in Customer Service...
20 Customer Service Best Practices Learn how to put the “Customer” back in “Customer Service”...
Delivering the True Potential of CRM Through the Individual Customer relationship management software has been used by organizations of all..
10 Commandments for Developing a High Impact Customer Experience Strategy eBook Exclusive Whitepaper: The 10 Commandments for Developing a..
Retail Online Integration Provides practical information and ideas retailers, catalogers, online marketers and brand merchants can use to do..
Is Web Self-Service Right for Your Financial Services Institution? Find out if your financial services organization is meeting your..
6 Secrets to Offering Exceptional Customer Service In this free e-Book, see what you need to do to give customers what they want...
Learn Why Analyst Firm Ovum Names SugarCRM a Leading CRM The latest release of SugarCRM's flagship product gives users new tools to build..
Improve Business Performance and Customer Loyalty in 5 Steps Learn how to adopt and rethink your key business metrics, focus on continual..
Live Video Assistance: Combining In-Person Service Levels with Digital Convenience in the Travel Industry See how one-on-one live video..
How Live Video Assistance Brings In-store Experience and Results to your Ecommerce Channel Live Video Help Delights Customers and..
Values Sell (An 85 Page Excerpt) This book will teach you how to transform purpose into profit through creative sales and distribution..
Small Business Guide: What to Look for in a Customer Relationship Management (CRM) Application You?ve outgrown Excel. Using your email..
Improving Customer Support and Help Desk Efficiencies Read this white paper to understand the problem with relying solely on self-service..
BMC Software IT Systems Management Express: Meeting Challenges in the Midsize Enterprise Learn how to gain better control of IT to meet the..
Solving the Five Types of Online Customer Struggle with Bruce Temkin Learn how your organization can decrease abandonment rates, raise..
Neocase's Customer Service Best Practices Keep customers happy with the right service and support including a single point of contact,..
Managing Business Risk in the Food & Beverage Industry Learn how larger processor and wholesaler businesses have taken on the role of..
Effective CRM solutions for SMBs Learn about the many choices, challenges and benefits to select and implement a cost-effective and..
Mobility for the Small Business Read this paper to discover how Aberdeen's research of over 300 SMB's worldwide sheds light on how mobility..
Four Steps to Developing a Service Management Strategy for Midsized Business Discusses the progression of businesses from small to midsize..
Bringing 'Communications' Products to Life: An Innovative Marketing Strategy Isn't it time your network and telecommunications..
Quantifiable Advantages through Remote Systems Management Covers business advantages, including the ROI implications, of managed service..
Accelerating Business with Automation and Workflow Efficiencies How SunTrust Banks saved $2 million annually in operating costs, improved..
SaaS Help Desk Software: Your 6 Requirements Not all cloud based help desks are created equal. When considering web-based help desk..
Leading Gaming & Entertainment Company Increases Loyalty with Equifax Database Solutions Learn how this leading gaming and entertainment..
Pentair Improves Service Operations with a New On-Demand Solution Discover how using an on-demand solution for field service management..
Make Support Social: Turn Customer Engagement into Customer Success This paper for Customer Service Professionals examines trends in social..
Best Practices for Integrating Social Media and Customer Service for Bottom Line Results With the megaphone of social media, even a few..
High-Tech and Telecom Customer Service and Support: Knowledge Management is NOT an Add-on! This paper for high-tech customer service..
Top 6 Reasons Why REVVY CPQ Outperforms Sequential Rules Engines The Real strength of a great CPQ solution lies in its seeming simplicity...
Tools and Technologies to Maximize Your Support Center's Potential Gain competitive advantage by deploying an integrated suite of customer..
5 Key Factors Transforming the Mobility of Field Services Learn how “going mobile” increases field service efficiency, customer..
Understanding: E-Business Sales Funnelâ„¢ Theory With this ebook you will learn how to achieve your targets, become more innovative and most..
Getting Closer to the Customer: A Challenge for the C-Suite Getting Closer to the Customer is an Economist Intelligence Unit report which..
Increase Your Returns Using Event-Based Marketing Learn how event-based marketing will help you grow customer relationships...
Enterprise Management Associates: Ensuring Business Services with Best Practice Solutions While BMC has always had its service desk..
9 New Customer Behaviors that Could Sink Your Company Customer behavior has changed more in the past few years than in the previous fifty...
Is Web Self-Service Right for Your Utility Company? Recognize the 6 tell-tale signs that your utility company and your customers are poised..
Modeling Complex Products Trying to remember which products are compatible with each other and the sheer number of different possible..
Building Customer Confidence through Positive Site Experience Customer experience is a critical component of Continental's corporate DNA...
Best Practices for Measuring Help Desk Performance Learn how to measure and master the performance of your help desk in this free white..
Social Media Reality Check: Are Customer Service Execs Wasting Their Time and Money? New data on consumer behavior shatters the hype about..
Deploying Online Self-Service: The Definitive Guide If you're curious about getting online self-service right, but feeling like you..
How Mobile Printing Enhances Efficiency in Route Accounting & DSD Learn how your route delivery and sales staff can make more stops and..
Cross-Channel Loyalty Technology Read this analyst brief to learn more about the technology used to gain cross-channel loyalty...
Customers for Life: Technology Strategies for Attracting and Keeping Customers Are too many technologies preventing you from having a single..
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..
Managing Business Transfer through Improved Design Win Tracking: Key Drivers for Successful Growth In this white paper, learn about the key..
High-Tech and Telecom Customer Service and Support: Knowledge Management is NOT an Add-on! This white paper for high-tech customer service..
Leveraging Mobile Engagement to Boost Sales, Service, and Customer Satisfaction This white paper focuses on the engagement aspect of your..
Customer Service Knowledge Management: Strategic & Implementation Tips Design agent workflows and customer experiences in minutes. Read this..
Whiteboard Selling: Empowering Sales Through Visuals--Free Sample Chapter Create compelling whiteboard presentations to engage your..
Maintaining Customer Relations and Why Is It Important? - Free 46 page eBook thinkaboutCRM.com has put together a helpful eBook to help..
Enhancing Retail Operations with Unified Communications Learn how Unified communications technologies coupled with the real-life customer..
Unlock the Power of Your Field Service Teams with Mobility Learn Why Mobile Technology is a "Must Have" for Successful Field Service..
Sony's Premium Customer Support Learn how Sony delivers a premium product with a premium support experience...
Real-time Remote Workforce Enablement Learn how Cox used Virtuozzo to build a virtual server infrastructure to serve remote workers with a..
Staying One Step Ahead with Synthetic Performance Monitoring Learn why it's essential that businesses measure application response times..
Virtual Assistants & Self Service: Are Animated Digital Characters for Real? Examine some of the key initial considerations that should be..
Solving the 5 Biggest Challenges of Field Service Delivery Learn how on-demand technology will help you conquer the headaches of field..
After the Deal is Sealed: Should Sales Care About Service You'll wonder why organizations haven't already built a (stronger) bridge between..
Effective Convergence: Moving Your Business to Unified Communications Improve customer service and accelerate business results across..
Service Failure Are you endlessly trying to improve your organization's customer service efforts, but getting so-so results? There may be a..
Extraordinary Customer Service Is Your Customer a Satisfied Customer? Learn the Best Practices For Improving the Customer Experience...
Enterprise Management Associates: Ensuring Business Services with Best Practice Solutions BMC has always had service desk offerings and..
Moving Service Assurance to the Next Level Common Service Monitoring Engine is the heart of Next Generation Service Assurance - Comarch..
Self Service Drives Dollars for the Contact Center Learn about a cost-effective customer service solution for mid-market companies concerned..
Key to Preventing Unauthorized IT Change Enforce change policy by time window, source, or approved ticket...
2010-2011 Field Service Industry Trends Report Survey Report Shows Great Opportunity for Innovation...
Best Practices for Integrated Listening Provide feedback opportunities at all major customer touch points/transactions...
ITIL for the Midsized Business SMBs experience challenges inherently different than large enterprises. Core ITIL best practices can improve..
Viewpoint - Focus on: CMDB A compilation of articles by industry experts published by BMC Software...
Customer Service Solution: Neocase Software Review Read what the experts think about the features of Neocase Software, including the robust..
The 9 Noble Truths of Customer Experience Discover how the ideas, practices and suggestions embodied in the Nine Noble Truths can provide..
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..
Xerox Knowledge Management Xerox provides support for hundreds of products to its global customer base. Its reliance on a system of..
Top 12 Things to Look for in a Great Mobile Chat Solution This white paper focuses on top 12 things to look for in a mobile chat solution...
T&E Expense Management and the Social Enterprise With expenses related to Travel and Entertainment (T&E) encompassing 8% to 12%..
7 Best Practices for Business Process Management in Customer Service Effective customer service is not just about service experiences but..
Best Practices for Implementing an IP/SIP Contact Center Companies around the world are facing a critical conflict: the need to cut costs in..
High Tech Customer Service in the Cloud - Getting Past the Hype This webcast examines best practices for hosting knowledge management and..
Improving Channel Margins with Channel Revenue Management In this Model N white paper, receive insights into the main challenges around..
How to Achieve Service Level Consistency Many companies are moving to multi-sourcing for contact centre agents, in pursuit of the cost..
The iPad for Field Service? It's a Game Changer! This on-demand webinar explains how the iPad is changing the way business is done for field..
Taking Aim at a Moving Target: Creating Better Customer Relationships with an Integrated Mobile Strategy The swiftness with which..
Slow & Steady Wins the Customer Insider tips: Thomas Reby from eBay on Getting Incremental Value Over Time from Knowledge Management..
Video Webcasts: 10 Proven Success Strategies for your Business Learn to select webcasting solutions for presentations, training, or customer..
The Customer Service Book Bundle -- A 313 Page Sample from Berrett-Koehler Create a customer service environment that attracts and maintains..
Geek Out 3: Geek out on the Cloud-Based Infrastructure of Google Apps Learn how Google's global, multi-tenant infrastructure meets the..
Business Practices for Building Material Suppliers to Meet Today's Top 3 Issues Build stronger relationships with your contractors through..
How Social Intelligence Increases Revenue for B2B Sales Teams Discover how social insights are quickly becoming a crucial asset to help reps..
How To Support Your Customers With Twitter 20% of Twitter users are seeking customer support! Learn how to quickly integrate Twitter into..
Four Steps to Developing a Service Management Strategy for Midsized Business Learn solutions for automated systems and for more efficient..
Streamlining the Insurance Contact Center Efficiency, Effectiveness and Customer Loyalty Discover how much your company has to gain by..
Contact Center On Demand: Right Price – Right Results With contact centers under increasing pressure to make their resources more..
Synthetic and Real Performance Monitoring: Measuring End-User Availability and Performance Synthetic and real response-time monitoring are..
Continuous Customer Dialogues: Strategies for growth and loyalty in multi-channel customer-oriented organizations Make every customer..
The Seven Keys to World Class Manufacturing Become as good as any competitor in the world, and just a little bit better, quicker, smarter,..
6 Core Pillars for building a successful customer experience strategy in utilities Customer experience professionals must devise strategies..
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..
Death of the Contact Center: Are the Rumors True? As consumers rapidly embrace the web and mobile devices for fast answers to questions, is..
Social Media Monitoring vs. Social Media Analytics Customer Service Directors, learn how social media analytics can make sense of online..
An Inside Look Into How Groupon Does Support Learn how Groupon has managed to keep its 25+ million customers happy through innovative and..
Secrets to Optimize Field Service for Better Customer Experiences Field service technicians are quite often the only representatives that..
Customer Experience: Leveraging Mobile Technology Mobile devices are fast approaching 100% adoption amongst consumers, and fortunately for..
Improve Customer Conversion, Satisfaction and Retention With the Right CEM Solution For Your Business Quicken Loans relies on Tealeaf for..
High Tech Customer Service and Support: Using Analytics to Build a Roadmap to Success This white paper for Customer Service Professionals in..
Solving the 5 Biggest Challenges of Field Service Delivery Learn how on-demand technology will help you conquer the headaches of field..
Guide to the Multi-Channel Customer Experience Learn how to close the gap between your company website and contact center...
Boosting Customer Loyalty and Bottom Line Results Today's customers increasingly expect more personalised, on-demand services from..
Revenue in the Field: 5 Tips from the Best In this Aberdeen Group Analyst Report, learn how best-in-class organizations drive new revenue..
Looking Beyond Acquisition: Total Cost of Ownership and the Role of Enterprise-Class Devices Learn how rugged, enterprise-class mobility..
The 10 Worst Practices for Technical Support and How to Overcome Them Explore 10 of the "worst practices" that are common to customer..
Self-Service and Personalisation: Rethinking the Customer Experience The growing adoption of a more personalised approach to customer..
T&E Expense Management and the Social Media Enterprise Learn how the social enterprise, the cloud, and mobile and integrated technologies..
Best Practices for Adding Self-Service Kiosks to your Store Learn how implementing self-service kiosks in your grocery store can reduce..
Virtual Assistant Technology and the Contact Center Discover how to maximize cost savings and increase agent performance by reducing cost..
Managing User Experience and the Organization This technology promises to help business and IT managers measure the relationship of..
Strategic Service Management: The Final Frontier Discover how a strategic service management solution can increase profitability, revenue,..
Close the Multi-Channel Customer Experience Gap This white paper will describe the business imperative for closing the multi-channel..
Grow Your Business with Improved Field Service Efficiency! Free guide includes ”Best-in-Class” performance comparison and 5..
A Guide to Knowledge Management Software for Service and Support “The KM Market Landscape” helps define a software category..
Customer Service and Support - Customers Versus Companies High-Tech Service Providers: Companies and consumers differ dramatically in their..
Building Blocks of Next-Generation Customer Experience Learn the benefits of a customer experience engagement layer to enhance the customer..
Is Web Self-Service Right for You? Recognize the 6 tell-tale signs that your organization and your customer are poised to benefit from next..
Web Strategy 3.0: e-Business Leadership through Customer Centric Internet Platforms - Free 24 Page eBook Learn more about advanced and..
Use KANA SEM to Take the Pain Out of Assisted-Service There are the pain points of assisted-service. KANA Service Experience Management is..
Voice of the Customer: The New Digital Frontier As more customer interactions become digital, marketers have a never-before-seen opportunity..
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...
Looking Beyond Acquisition: Total Cost of Ownership and the Role of Enterprise-Class Devices Learn how rugged, enterprise-class mobility..
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..
 


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