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Browse through our extensive list of free Customer Service magazines, white papers, downloads and podcasts 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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Please Don't Go - Tips for Improving Customer Retention A step-by-step guide for using predictive analytics to improve customer retention..
How to Build Great Customer Journeys Make Each Touchpoint a Meaningful Experience..
5 Steps to Happy Customers 5 tips to increase customer satisfaction and keep them coming back for more...
Customer Support Training Playbook by Lessonly A step-by-step guide for building a comprehensive training playbook for your customer support..
5 Customer Satisfaction Templates You Can Use Right Away Begin or improve your customer satisfaction program with these 5 ready to use..
The Keys to Cozy Customers Your customers deserve a comfortable experience...
SMART RETAIL NEWS Is the global news source for advances in M2M innovations in retail...
Modernize Your Waiting Room It's critical to make the waiting room experience as enjoyable as possible...
Find the Best 2017 Field Service Software - Get FREE Custom Price Quotes Simplify your field service software evaluation process in one easy..
How to Build Great Customer Journeys Make Each Touchpoint a Meaningful Experience..
5 Tips for Hiring a Great Customer Support Team Customer support is the most important job in your company, so it pays to hire right...
5 Insights About Sourcing and Developing Strategic Partnerships See what insights an industry leader gives on sourcing and developing..
7 Steps to Elevate Your Customers' Experience Learn how to walk through your customer's journey in order to improve their satisfaction and..
Sales Negotiation Mistakes that Kill Deal Profitability Are your team's seemingly small discount concessions doing major hidden damage to..
The Small Business Guide to Virtual Receptionists Customer relationships are built on trust--a process that begins with the first phone call...
UniCredit Monitors 1,000 Apps from One Platform With a single view, UniCredit can identify issues and proactively prevents incidents...
The State of Mobile Enablement in Sales and Marketing Only 23% of sales organizations are currently mobile-enabled yet, 75% of companies..
Why Customer Experience is the Ultimate Marketing Tool Ease speed, and accuracy is the 1-2-3 punch that will keep your customers loyal for..
What's Your Purple Goldfish How do you stand out in a sea of sameness?..
Improving Customer Support and Help Desk Efficiencies Read this white paper to understand the problem with relying solely on self-service..
Solving the Five Types of Online Customer Struggle with Bruce Temkin Learn how your organization can decrease abandonment rates, raise..
Reporting & Metrics to Improve B2B Customer Support What the best of the best are tracking to improve ROI and increase customer satisfaction..
Designing the Great Web Self-Service Experience Customer Service Directors, find out how to design your site for usability, findability and..
Chasing Unicorns: Is It Possible to Have a Strategic Partnership with Your Contact Center? Is your contact center outsourcer just another..
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..
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..
Sales and Marketing Outsourcing for Savings and Growth Learn how to identify ideal outsourceable operations, freeing your company's..
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..
Customer Support Training Calendar by Lessonly Create an engaging and ongoing team training plan with the Lessonly Customer Support Training..
Be Your Customer's Hero - Book Summary This book expertly details the inside route to heroic customer service...
37 Techniques to Achieve Excellent Customer Service Find out how to make customer interactions more personal, professional and effective...
The Impact of Content Effectiveness on Sales and Marketing Content is a nexus between the sales and marketing functions in most..
When to Pilot Your Outsourced Customer Support Program When the “customer support formula” to scale doesn’t feel right..
Leading Gaming & Entertainment Company Increases Loyalty with Equifax Database Solutions Learn how this leading gaming and entertainment..
Visual IVR vs Other Self Service Options (Chat, Click to Call, Co-browse, Virtual Agents) Find out how Visual IVR compares and contrasts to..
Using Social Media as a Customer Service Platform Good customer service on social media can make the difference between an angry churn or a..
Guiding an End to End Customer Journey Learn how to create the perfect customer experience every time...
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..
CRM On-Site or On-Demand? Choose the right deployment option Learn how to determine if a hosted CRM system or an on-site CRM solution is..
Best Practices for Integrating Social Media and Customer Service for Bottom Line Results With the megaphone of social media, even a few..
7 Ways Field Service Organizations are Leveraging Technology In recent years the field service industry has forever been changed by new..
The Salesperson is Dead...and Other Sales and Marketing Myths Learn about seven common and pervasive sales and marketing myths that might be..
7 Field Service Strategies to Boost Customer Loyalty In the ever-growing industry of field service, something all organizations value is..
Why SaaS Companies Should Use the Phone for Support Learn how to convert more customers, increase their satisfaction and keep them loyal..
The 2016 Sales Framework: Set Your Sales Team Up For Success By Guiding Them To Results Recent research has shown that the sales process is..
The Zuora Product Overview: Build your Subscription Business With Zuora Zuora is the world's leading subscription management platform. Our..
Navigating Generational Differences in the Contact Center Workforce Learn how to work through generational differences in the Contact Center...
Stop Out-Of-Control Discounting in 4 Easy Steps Build a strong foundation to preserve your market share and profit margin using these 4..
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...
Discover How to Build Great Customer Journeys Your customers are on a journey. Make Each Touchpoint a Meaningful Experience..
The Ultimate Guide to Customer Storytelling Customer storytelling is the most powerful way to engage your community, drive sales, and..
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..
Everything You Need to Know about Call Center Service Level Learn how to ensure that your team is optimizing service level in your call..
5 Reasons to Make Pricing Guidance Part of Your Quoting Solution Do you leave money on the table when quoting configured products and..
Do You Know What Customers Are Paying for Your Food Products? Find out why price is one of the most powerful levers available for food..
9 New Customer Behaviors that Could Sink Your Company Customer behavior has changed more in the past few years than in the previous fifty...
Delivering the True Potential of CRM Through the Individual Customer relationship management software has been used by organizations of all..
The Sales Kickoff Content Cookbook “Cook up a batch of yummy sales materials from the ingredients readily available at your annual..
Is Web Self-Service Right for Your Utility Company? Recognize the 6 tell-tale signs that your utility company and your customers are poised..
Treat Your Customers Better with Best of Breed Content Management Systems Find out why suites may not hit your customer journey sweet spot...
The Data-Inspired Art of Growing Customer Relationships We've all heard of data-driven marketing. Learn how to be data-inspired...
Align or Die in the Age of the Customer Discover six ways modern CRM can help you delight customers and drive growth...
3 Phases of Value Driving Sales Enablement Want to know why most B2B organizations often get sales enablement wrong (hint: it's not all..
Build your Subscription Business With Zuora Our cloud-based software empowers businesses to launch subscription models and manage the entire..
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...
Checklist: How B2B People Learn to Love Their Sales Data In a recent study, Aberdeen provided a data and performance-driven bridge between..
The Top 5 Tools for Social Proof (and Why They Matter Now More Than Ever) Gain insights into the most cost effective way to secure social..
The Video Conferencing Playbook: Selecting the Right Video Solution for Your Environment This guide explains the video conferencing..
Building a Customer Experience Strategy Customers will not be won on the price page or by product features, but rather on the entirety of..
Tested CRM Solutions to Increase Sales and Retain Valuable Customers CRM systems are increasingly being used by businesses to acquire,..
The Link between Sales Analytics and Sales Performance From 24-hour business news channels and financial news websites, to social media..
Social Media Reality Check: Are Customer Service Execs Wasting Their Time and Money? New data on consumer behavior shatters the hype about..
Viewing CRM as Change Management: A Best Practices Guide This white paper provides some best practices for identifying the right people and..
Deploying Online Self-Service: The Definitive Guide If you're curious about getting online self-service right, but feeling like you..
The Sales Resume Handbook Are you a sales person starting to look for a new job? This eBook is your step-by-step guide to creating a sales..
How Mobile Printing Enhances Efficiency in Route Accounting & DSD Learn how your route delivery and sales staff can make more stops 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,..
Learn Why Analyst Firm Ovum Names SugarCRM a Leading CRM The latest release of SugarCRM's flagship product gives users new tools to build..
Cross-Channel Loyalty Technology Read this analyst brief to learn more about the technology used to gain cross-channel loyalty...
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..
Customer Journey Mapping in the Contact Center Understanding your customer at every point in their journey is key to creating a..
Maintaining Customer Relations and Why Is It Important? - Free 46 page eBook thinkaboutCRM.com has put together a helpful eBook to help..
What You Need to Know When Looking for a New Contact Center Outsourcer Everything you need to know about outsourcing your contact center...
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..
Real-time Remote Workforce Enablement Learn how Cox used Virtuozzo to build a virtual server infrastructure to serve remote workers with a..
5 Things You Can Do to Make Your Customer Experience Stickier Tactics for Boosting Engagement and Brand Affinity...
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..
Marketing to the Masses with SugarCRM Explore some of the key issues facing marketers, as well as the ways in which SugarCRM's automated..
The Evolution of Self-Serve Customer Service If you’re looking to outsource your call center, self-serve at some level will likely be..
Selling Value: Increasing Customer Retention and Profitability Changes in the marketplace and your customers' business open the door for..
Effective Convergence: Moving Your Business to Unified Communications Improve customer service and accelerate business results across..
After the Deal is Sealed: Should Sales Care About Service You'll wonder why organizations haven't already built a (stronger) bridge between..
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...
Moving Service Assurance to the Next Level Common Service Monitoring Engine is the heart of Next Generation Service Assurance - Comarch..
Key to Preventing Unauthorized IT Change Enforce change policy by time window, source, or approved ticket...
An Introduction to Hiring For the Modern Sales Operations Manager Take an in-depth look at the growing roles within Sales Operations and..
Is the Customer Really Always Right? Are your Contact Center Agents trained to tell customers 'no'?..
Small Business Guide: What to Look for in a Customer Relationship Management (CRM) Application You?ve outgrown Excel. Using your email..
The Art of Using Data to Nurture Your Best Leads Marketers, discover how to use data to uncover the full potential of a lead...
The Ultimate Guide to B2B Customer Support Hint: It's not the same as B2C!..
The State of Resilience & Optimization on IBM Power Systems (System i and System p) Read this review to learn the data protection, recovery..
Best Practices for Integrated Listening Provide feedback opportunities at all major customer touch points/transactions...
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..
What Your Outsourcer Should Tell You About Hiring Contact Center Agents: A Client's Guide Our latest eBook is your guide to everything you..
Gaining Customer Loyalty with In-Store Personalization Find out the data-driven, online-inspired tactics retailers like you are using to..
4 Best Practices for Growing Your Insurance Business Today's consumers have more insurance options than ever before. And they know it...
5 Management Blunders Causing Sales Impotence A brief manifesto calling for the return of inspirational leadership, delineation of duties..
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..
The US Contact Center Decision-Makers' Guide 2015: The Mobile Chapter Your customers are mobile and digital - are you?..
Adding Value Research Brief for Affinity Organizations The more information people share online, the more they have at risk...
Get the Facts: Real-Time, On-Demand Information for Business Intelligence and Data Integration Learn how to simplify data integration..
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..
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..
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..
5 Top Procurement Tips for Seeking an Outsourced Contact Center Finding the right contact center for you is going to take more than a..
10 Ways to Measure Translation ROI How do you measure the value of translation? The ROI calculation depends on what matters most to your..
How Social Intelligence Increases Revenue for B2B Sales Teams Discover how social insights are quickly becoming a crucial asset to help reps..
4 Ways Better Market Segmentation Leads to Higher Sales There's more to sales growth than more reps, better products or lower prices. Sales..
5 Tech Trends Redefining the Customer Experience How to win friends and influence customers...
Five Steps to Manage the Customer Journey for B2B Success Learn five solid steps any organization can take towards aligning their internal..
The Ten Commandments of Customer Service This cheat sheet covers ten fundamentals of customer service to help your business excel...
How To Do Customer Support Ticket Triage in B2B The ultimate guide to optimizing customer support responsiveness..
Contact Center On Demand: Right Price – Right Results With contact centers under increasing pressure to make their resources more..
Resilience & Optimization on IBM Power Systems: Surveys of IBM i and AIX Users Read this review of the data protection and recovery..
Weighing the Pros and Cons of Cross-Trained Contact Center Agents Should you cross-train your contact center agents? Or should they be..
The ROI of Customer Support Business to business customer support is not the cost-center it was once seen to be. When done right, it can..
Empowering Sales with Self-Service BI Does your organization have concerns over how to support your sales team?..
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..
The Less Obvious - But Equally Important - Role of Your CMS What your CMS really needs to deliver beyond customer experience management...
Social Media Monitoring vs. Social Media Analytics Customer Service Directors, learn how social media analytics can make sense of online..
Secrets to Optimize Field Service for Better Customer Experiences Field service technicians are quite often the only representatives that..
Is Web Self-Service Right for Your Financial Services Institution? Find out if your financial services organization is meeting your..
Which Comes First: The Contact Center Site Visit or the RFP? At the end of the day, finding the best-fit partner for your outsourced contact..
Improve Customer Conversion, Satisfaction and Retention With the Right CEM Solution For Your Business Quicken Loans relies on Tealeaf for..
How Does Customer Experience Impact Angry Customers? Let's look at how the customer experience of an angry customer informs strategy, and..
Live Chat Best Practices The benefits of live chat are numerous, but only if it’s being used correctly. We’ve put together a..
Guide to Self-Service for B2B Customer Support How to properly implement customer self-service support in business to business...
How to Harness the Power of a Subscription Business Model to Bolster Revenues Subscription businesses are focused on customer retention and..
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..
Avid Technology Choosing Commercial Open Source for CRM Success Avid Technology standardizes its global salesforce on SugarCRM...
Guide to the Multi-Channel Customer Experience Learn how to close the gap between your company website and contact center...
Three Secrets to Implementing an Outsourced Customer Service Program Before you implement an outsourced call center program, read these..
Providing Great Customer Service- Creating an Exceptional Customer Experience Providing great customer service is so much more than..
How to Choose the Best Path to Better Pricing Explore the two different approaches that B2B companies are using to improve their pricing...
Can You Train Contact Center Agents in Empathy? Learn how to train your contact center employees in empathy...
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..
Tiered Customer Support is Dead! And That's Good for Business..
The 10 Worst Practices for Technical Support and How to Overcome Them Explore 10 of the "worst practices" that are common to customer..
Six Tips for Putting Your CRM into Overdrive Learn six tips for optimizing your CRM deployment in this informative white paper...
T&E Expense Management and the Social Media Enterprise Learn how the social enterprise, the cloud, and mobile and integrated technologies..
Anonymous Users Are People, Too In this eBook, we outline how to identify anonymous users, convert them into known users, and turn them into..
Avid Technology Choosing Commercial Open Source for CRM Success - Case Study Avid Technology standardizes its global salesforce on SugarCRM...
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..
Promising the Best of Both Worlds: The Impact and Future of Commercial Open Source Learn about the recent development of solutions based on..
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..
A Guide to Knowledge Management Software for Service and Support “The KM Market Landscape” helps define a software category..
Grow Your Business with Improved Field Service Efficiency! Free guide includes ”Best-in-Class” performance comparison and 5..
10 Reasons to Consider a Cloud-Based Contact Center Solution Drive new sales. Improve customer service. Cut costs per call. These are just a..
The Truth About Attrition in the Contact Center At first glance, attrition seems like a chink in the armor for contact centers...
Customer Service and Support - Customers Versus Companies High-Tech Service Providers: Companies and consumers differ dramatically in their..
Six Tips for Putting Your CRM into Overdrive Learn six tips for optimizing your CRM deployment in this informative whitepaper...
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..
5 Ways to Improve Sales Performance with Analytics What are sales leaders saying about their performance - and that of their team?..
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..
Unified Communications Guide: The Business Case for Unified Communications in the Contact Center Unified Communications (UC) systems make a..
Drive Site Redesign Success The Keys to Preventing Costly Site Failures and Achieving the ROI You Expect...
Driving Customers to Online Self Service Customer Support Reduce costs and increase customer satisfaction through self-service customer..
The Good, The Great And The Positives of Selecting The Right Telemarketing Company Widely used by businesses of all size, telemarketing..
Looking Beyond Acquisition: Total Cost of Ownership and the Role of Enterprise-Class Devices Learn how rugged, enterprise-class mobility..
Insurance Carriers: Growth Through Third-Party Products The future growth of insurance carriers depends on a dizzying array of factors...
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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