http://www.ithound.com/ Use IThound RSS Feeds to keep up-to-date with new research on the topics that are most important to you. Leveraging Web Analytics for Maximum Christmas 2008 Returns This paper shares best practices that successful retailers use to increase their key metrics. The paper also offers insights from a detailed analysis recently done using aggregated Coremetrics LIVEmark data. http://www.ithound.com/ithound/view_abstract?id=2435 Remote Support made Easy with GoToAssist 8.0 Citrix® GoToAssist™ is redefining how IT support and service is delivered to customers throughout the world, helping thousands of businesses increase revenue and reduce costs while improving customer satisfaction and problem resolution times. http://www.ithound.com/ithound/solution_summary?id=1482 Formulating the Right Response in the Contact Centre: Why Understanding Customer Intent is Vital to Effective Problem Resolution 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. http://www.ithound.com/ithound/view_abstract?id=1272 Knowledge-Centered Support (KCS): Fundamentally Improving How Companies Resolve Complex Customer Problems Knowledge-Centered Support (KCS) is a methodology and set of best practices that transforms the support organisation to focus on knowledge. KCS originated to capture, structure and re-use support knowledge. http://www.ithound.com/ithound/view_abstract?id=1273 Putting the Customer Back in Customer Service 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. http://www.ithound.com/ithound/view_abstract?id=1274 Implementing Knowledge Management: Practitioners Share Best Practices 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. http://www.ithound.com/ithound/view_abstract?id=1275 InQuira 8 - Customer Interaction Platform for Accelerating Business Success 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. http://www.ithound.com/ithound/solution_summary?id=1265 How InQuira's Integrated Platform for Knowledge-based Support Sets a New Standard in Customer Service 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. http://www.ithound.com/ithound/view_abstract?id=1266 Selecting the Right Knowledge Base and Why Taxonomy Matters 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). http://www.ithound.com/ithound/view_abstract?id=1267 Sun Microsystems Supports An Open Source Strategy For Aligning Customer Support With a Changing Business Model 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. http://www.ithound.com/ithound/view_abstract?id=1268