Customer Support Software White Papers

10% of retail IT professionals experience downtime of their POS systems on a daily basis. The availability of your POS systems means the difference between making a sale or losing business to a competitor. This paper presents the top ten IT management pain points in retail environments. VIEW SUMMARY

UK businesses have worked hard to drive incremental improvements in cost and efficiency over the past few years but many have hit a wall. There is a need for a fundamental new approach to every aspect of business. This paper lays out the opportunities for change and the ROI that can be achieved. VIEW SUMMARY

Beyond desktops, corporate IT must now support mobile laptops, tablets, smartphones and other consumer technologies. Thus, IT must be equipped to manage multiple operating systems. This paper will address the trends that are forcing IT departments to broaden what they support and 5 best practices. VIEW SUMMARY

Customer service has become the most important differentiator between suppliers and firms live or die by their reputation. A range of channels for customer service and support now exist and customers expect to be able to use them. Read to find out how the traditional contact centre has to change. VIEW SUMMARY

Social media is revolutionising customer care. This paper defines social customer relationship management (SCRM), looking at the trends, benefits and challenges of outsourcing SCRM to third-party providers. Read this paper to gain an insight into what services customer care providers can offer. VIEW SUMMARY

Imagine opening your support portal every day and having no overdue tickets from last week. As businesses grow, managing a few hundred customer queries every day can be quite a struggle. But is adding more agents to your customer support machine going to solve the overloaded problem? VIEW SUMMARY

A Zombie-apocalypse is not something that keeps most support teams paranoid; it isn’t something that happens every day. So how can you can you get your customer support to be ready for the zombie Apocalypse? This guide will walk you through everything you can and should do to make them proactive. VIEW SUMMARY

In zooming to success, Zappos has shown what the best service companies can do to engage their employees and their customers. This paper considers how “customer effort” in resolving a problem affects satisfaction and the distinction between caring for and caring about your customer VIEW SUMMARY

Trust is a key element of attitude-based customer loyalty; when encouraging trust between a company and its customers, the contact center is a central organisation in that development. This whitepaper explores how contact centres can increase customer retention and affect customer loyalty. VIEW SUMMARY

There are no shortcuts to good hiring. But with the right process in place, you can have an all-star support team in due time. This article shows you how to build a sustainable process for hiring the very best people for your support team. VIEW SUMMARY