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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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The Effect of Poor Customer Service and What to Do About It Although we all know that bad customer service hurts a business, this fact is..
The Salesperson is Dead...and Other Sales and Marketing Myths Learn about seven common and pervasive sales and marketing myths that might be..
Sales Negotiation Mistakes that Kill Deal Profitability Are your team's seemingly small discount concessions doing major hidden damage to..
Infographic: Lessons from the History of CRM Understand the development of CRM and where it's headed in this free infographic...
Delivering the True Potential of CRM Through the Individual Customer relationship management software has been used by organizations of all..
4 Common Customer Challenges -- and How Customer Support Communities Can Solve Them This eBook provides details on why online customer..
The State of Mobile Enablement in Sales and Marketing Only 23% of sales organizations are currently mobile-enabled yet, 75% of companies..
5 Essential Elements to Building A Successful Customer Support Community A Planning Checklist..
Step by Step: Setting Up a Contact Center In-house contact centers are becoming more of a reality with the cloud. This can be a big win for..
Contact Center Comparison Chart Compare top contact center solutions- 2013 edition...
Learn Why Analyst Firm Ovum Names SugarCRM a Leading CRM The latest release of SugarCRM's flagship product gives users new tools to build..
Streamlining the Insurance Contact Center Efficiency, Effectiveness and Customer Loyalty Discover how much your company has to gain by..
Tested CRM Solutions to Increase Sales and Retain Valuable Customers CRM systems are increasingly being used by businesses to acquire,..
Ihre projektbasierte Serviceorganisation: Papierflieger oder Rakete? Nutzt Ihre Serviceorganisation bereits Technologien, die Sie dabei..
Retail Online Integration Provides practical information and ideas retailers, catalogers, online marketers and brand merchants can use to do..
The 10 Worst Practices for Technical Support and How to Overcome Them Explore 10 of the "worst practices" that are common to customer..
2010-2011 Field Service Industry Trends Report Survey Report Shows Great Opportunity for Innovation...
ITIL for the Midsized Business SMBs experience challenges inherently different than large enterprises. Core ITIL best practices can improve..
Improving Customer Support and Help Desk Efficiencies Read this white paper to understand the problem with relying solely on self-service..
BMC Software IT Systems Management Express: Meeting Challenges in the Midsize Enterprise Learn how to gain better control of IT to meet the..
Best Practices for Integrated Listening Provide feedback opportunities at all major customer touch points/transactions...
Viewpoint - Focus on: CMDB A compilation of articles by industry experts published by BMC Software...
Solving the Five Types of Online Customer Struggle with Bruce Temkin Learn how your organization can decrease abandonment rates, raise..
Customer Service Solution: Neocase Software Review Read what the experts think about the features of Neocase Software, including the robust..
Designing the Great Web Self-Service Experience Customer Service Directors, find out how to design your site for usability, findability and..
The 9 Noble Truths of Customer Experience Discover how the ideas, practices and suggestions embodied in the Nine Noble Truths can provide..
Neocase's Customer Service Best Practices Keep customers happy with the right service and support including a single point of contact,..
Bank Cuts Loan Processing from Days to Hours with Document Management Solution Learn how Bank of Choice cut loan processing time, boosted..
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..
Effective CRM solutions for SMBs Learn about the many choices, challenges and benefits to select and implement a cost-effective and..
Xerox Knowledge Management Xerox provides support for hundreds of products to its global customer base. Its reliance on a system 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..
The Empowered Customer: Productivity Enhancements in a Digital Era Find out how you can enhance customer service productivity in your..
Delivering Customer Service via the Contact Center and the Web Learn the key to achieving best in class performance for a better, faster and..
Four Steps to Developing a Service Management Strategy for Midsized Business Discusses the progression of businesses from small to midsize..
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..
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...
Customer Relationship Management: Secrets to CRM Success Learn how Microsoft Customer Relationship Management (CRM) can help you develop..
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..
SaaS Help Desk Software: Your 6 Requirements Not all cloud based help desks are created equal. When considering web-based help desk..
Leading Gaming & Entertainment Company Increases Loyalty with Equifax Database Solutions Learn how this leading gaming and entertainment..
High Tech Customer Service in the Cloud - Getting Past the Hype This webcast examines best practices for hosting knowledge management and..
Improve Business Performance and Customer Loyalty in 5 Steps Learn how to adopt and rethink your key business metrics, focus on continual..
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..
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..
Best Practices for Integrating Social Media and Customer Service for Bottom Line Results With the megaphone of social media, even a few..
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..
Geek Out 3: Geek out on the Cloud-Based Infrastructure of Google Apps Learn how Google's global, multi-tenant infrastructure meets the..
How Social Intelligence Increases Revenue for B2B Sales Teams Discover how social insights are quickly becoming a crucial asset to help reps..
High-Tech and Telecom Customer Service and Support: Knowledge Management is NOT an Add-on! This paper for high-tech customer service..
How To Support Your Customers With Twitter 20% of Twitter users are seeking customer support! Learn how to quickly integrate Twitter into..
Four Steps to Developing a Service Management Strategy for Midsized Business Learn solutions for automated systems and for more efficient..
Bringing Your Business Systems Up To Date This white paper explores how you can use Microsoft Dynamics™ AX to support rapid growth and..
Contact Center On Demand: Right Price – Right Results With contact centers under increasing pressure to make their resources more..
Tools and Technologies to Maximize Your Support Center's Potential Gain competitive advantage by deploying an integrated suite of customer..
Welding Different Companies into a Business Powerhouse Review the experiences of companies that grew through mergers and acquisitions and..
Synthetic and Real Performance Monitoring: Measuring End-User Availability and Performance Synthetic and real response-time monitoring are..
5 Key Factors Transforming the Mobility of Field Services Learn how “going mobile” increases field service efficiency, customer..
Continuous Customer Dialogues: Strategies for growth and loyalty in multi-channel customer-oriented organizations Make every 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..
Increase Your Returns Using Event-Based Marketing Learn how event-based marketing will help you grow customer relationships...
Enterprise Management Associates: Ensuring Business Services with Best Practice Solutions While BMC has always had its service desk..
The Seven Keys to World Class Manufacturing Become as good as any competitor in the world, and just a little bit better, quicker, smarter,..
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..
Social Media Monitoring vs. Social Media Analytics Customer Service Directors, learn how social media analytics can make sense of online..
How to Build Customer Connections Increase customer loyalty by simplifying how people work together to deliver business value through your..
Secrets to Optimize Field Service for Better Customer Experiences Field service technicians are quite often the only representatives that..
An Inside Look Into How Groupon Does Support Learn how Groupon has managed to keep its 25+ million customers happy through innovative and..
Improve Customer Conversion, Satisfaction and Retention With the Right CEM Solution For Your Business Quicken Loans relies on Tealeaf for..
Building Customer Confidence through Positive Site Experience Customer experience is a critical component of Continental's corporate DNA...
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..
Guide to the Multi-Channel Customer Experience Learn how to close the gap between your company website and contact center...
Best Practices for Measuring Help Desk Performance Learn how to measure and master the performance of your help desk in this free white..
Revenue in the Field: 5 Tips from the Best In this Aberdeen Group Analyst Report, learn how best-in-class organizations drive new revenue..
How Mobile Printing Enhances Efficiency in Route Accounting & DSD Learn how your route delivery and sales staff can make more stops and..
Overcoming Your Company's Growing Pains Learn how to remove obstacles to company growth and drive business success with Microsoft..
Looking Beyond Acquisition: Total Cost of Ownership and the Role of Enterprise-Class Devices Learn how rugged, enterprise-class mobility..
Cross-Channel Loyalty Technology Read this analyst brief to learn more about the technology used to gain cross-channel loyalty...
T&E Expense Management and the Social Media Enterprise Learn how the social enterprise, the cloud, and mobile and integrated technologies..
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..
How to Build Customer Connections Increase customer loyalty by simplifying how people work together to deliver business value through your..
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..
Maintaining Customer Relations and Why Is It Important? - Free 46 page eBook thinkaboutCRM.com has put together a helpful eBook to help..
Best Practices for Adding Self-Service Kiosks to your Store Learn how implementing self-service kiosks in your grocery store can reduce..
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..
Sony's Premium Customer Support Learn how Sony delivers a premium product with a premium support experience...
Real-time Remote Workforce Enablement Learn how Cox used Virtuozzo to build a virtual server infrastructure to serve remote workers with a..
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,..
Staying One Step Ahead with Synthetic Performance Monitoring Learn why it's essential that businesses measure application response times..
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..
Solving the 5 Biggest Challenges of Field Service Delivery Learn how on-demand technology will help you conquer the headaches of field..
Optimizing Business Productivity: Do More for Your Customers and Your Business As sales, marketing, and service teams increase their..
Effective Convergence: Moving Your Business to Unified Communications Improve customer service and accelerate business results across..
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...
Enterprise Management Associates: Ensuring Business Services with Best Practice Solutions BMC has always had service desk offerings and..
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..
Moving Service Assurance to the Next Level Common Service Monitoring Engine is the heart of Next Generation Service Assurance - Comarch..
Improved Customer Service: Thriving in a Down Economy Discover how the right technology can help your company throttle up customer loyalty..
Self Service Drives Dollars for the Contact Center Learn about a cost-effective customer service solution for mid-market companies concerned..
Key to Preventing Unauthorized IT Change Enforce change policy by time window, source, or approved ticket...
Drive Site Redesign Success The Keys to Preventing Costly Site Failures and Achieving the ROI You Expect...
Looking Beyond Acquisition: Total Cost of Ownership and the Role of Enterprise-Class Devices Learn how rugged, enterprise-class mobility..
Small Business Guide: What to Look for in a Customer Relationship Management (CRM) Application You?ve outgrown Excel. Using your email..
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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