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.

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.

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.

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.

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.

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.

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.

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.

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).

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.

Join Ladd Bodem, Principal and Co-founder of market research firm ServiceXRG, and Jason Hekl, Sr. Director of Marketing at InQuira, as they introduce a new approach toward justifying the investment needed to deliver optimum business benefit from Knowledge Management and provide real-world examples from some of the world's leading brands.

Join Jodi McBride, Director of Knowledge and Training Services at Pitney Bowes, as she shares her story on how Pitney Bowes aligned people, processes and technologies to provide a consistent customer support experience across all interaction channels.

View this on-demand webinar to learn how to accelerate the time to resolve customer support issues, design a customer interaction experience around each customer's needs, empower call-centre agents to be more productive, deliver an online support experience that will set you apart from your competition, and streamline the performance of your call-centre.

Most executives claim that CRM is critical to their businesses, but in the same time admit they find it difficult to quantify its value. Read why, when combined with a real-time understanding of a customer's current problem, the contextual information that CRM systems collect can be essential in delivering the most effective service experience