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Best Practices White Papers
  • Content as a Competitive Advantage: 6 Best Practices for Knowledgebase Development
    With the growing role of content as a service differentiator, a high-functioning knowledge management infrastructure is a mandate for competitive service delivery today.

  • Customer Service Spotlight: 5 Trends for 2013
    Service leaders must always be poised to gauge the impact of market trends on their operations and their customers and act accordingly. This year’s trends, as identified by industry experts, focus on the growing need to empower customers,
    as well as service agents, with information and technology.

  • Conquering Customer Service Data Management
    If your service organization is part of a large corporation investing in an enterprise-wide MDM strategy, you should be involved in the effort to provide input and identify key transactional, reference and relationship service data. Learn what metrics your organization needs to measure and how to start measuring.

  • Treat Your Agents Well: Service Thrives on Engaged Employees
    To find out how you can improve your turnover rates and develop high-performing agents who excel at service delivery, download this complimentary white paper. You’ll get expert recommendations for motivating and engaging your front-line workforce.

  • The 5 Best Customer Service Practices to Steal from the Retail Industry
    Retailers have spent decades honing their practices with the goal of keeping customers happy during the busiest times of the year. There are lessons that are applicable to many non-retail organizations. This Parature white paper will give you insight into the 5 best practices you can learn from the retail industry on customer service.


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