WHITE PAPER:   Posted: 05 Mar 2010 | Published: 01 Apr 2009
This paper examines the business and call center trends driving automation, and provides insight on finding the right balance between self-service and live agent support. 
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PODCAST:   Posted: 19 Feb 2010 | Premiered: 19 Feb 2010
In this podcast, learn ways to improve customer interactions and customer relations, get tips for learning more about your customers and find out the best ways to improve an organization's overall plan on customer feedback and interaction.
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WHITE PAPER:   Posted: 17 Feb 2010 | Published: 17 Feb 2010
This paper discusses and analyzes 5 myths frequently encountered in the context of self-service strategies and implementations, and offers proven industry best practices to counter them. This paper will be a valuable resource for you as you develop, implement, and refine your customer self-service strategy.
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WHITE PAPER:   Posted: 17 Feb 2010 | Published: 17 Feb 2010
In this paper, we discuss seven traits of successful contact centers and help desks, backed by stories and tips from our customers - some of the world’s most innovative customer service and support organizations. Read on to learn more about the seven habits that could set your contact center or help desk on the path to success and growth.
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WHITE PAPER:   Posted: 17 Feb 2010 | Published: 17 Feb 2010
Megatrends are not fads; they won’t go away after a while. The trick is to embrace change and stay ahead of these trends instead of getting swept away. This paper discusses what the seven megatrends of transforming contact centers today. Read on to learn more about these trends and learn some proven ways of how to benefit from them.
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WHITE PAPER:   Posted: 11 Feb 2010 | Published: 11 Feb 2010
The inability of early prototypes of on-demand contact centers to deliver feasible solutions for contact center users only served to reinforce the superiority of on-premise solutions, creating a number of myths which today have no bearing at all. This paper presents the 6 myths of on-demand call center solutions and debunks them all.
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EBOOK:   Posted: 11 Feb 2010 | Published: 11 Feb 2010
Many studies show it costs five times more to win a new customer than to retain an existing one. In this issue of ONE, we look at how the combination of insight and effective customer-facing processes can help you outshine your competitors and impress your customers enough to keep them with you.
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PRESENTATION TRANSCRIPT:   Posted: 08 Dec 2009 | Published: 07 Dec 2009
This presentation transcript will discuss the End User. Ultimately, all of us are trying to look after are our end users. It does not matter whether we are the supplier or the customer that is receiving goods. We are all end users in this world, and what we are trying to do is to look at the end user and actually think about how they work today.
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WHITE PAPER:   Posted: 22 Oct 2009 | Published: 22 Oct 2009
In this 1to1 Executive Dialogue, Don Peppers and Steve Muran talk about the importance of customer retention, the need to integrate disparate sources of data, and the opportunity for financial institutions to rebuild customer trust as a means to competitive advantage.
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BROCHURE:   Posted: 28 Jul 2009 | Published: 01 Jul 2009
Infor CRM Epiphany for Hospitality provides the integrated marketing, customer service, and analytics capabilities hotels, casinos, and other hospitality companies need to deliver exceptional service at every touch point.
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PRODUCT DEMO:   Posted: 22 Jul 2009 | Published: 22 Jul 2009
Watch this product demo to see how easy to use Infor CRM Epiphany is and how you can use it to gain customer insight and deliver messages that appeal to the specific needs of that customer. You will also learn all the benefits Infor CRM Epiphany has to offer.
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PRODUCT DEMO:   Posted: 22 Jul 2009 | Published: 22 Jul 2009
Watch this product demo to learn how Infor CRM Interaction Advisor will fuel organic growth by driving lifetime customer loyalty and increase value at every customer touch point without replacing any existing systems.
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WHITE PAPER:   Posted: 22 Jul 2009 | Published: 22 Jul 2009
Read this paper to learn how important an efficient and effective contact center is and how Infor CRM Epiphany Contact Center enables carriers to create a highly efficient, customer-centric, multichannel contact center, providing a better customer service experience and increasing customer loyalty.
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WHITE PAPER:   Posted: 22 Jul 2009 | Published: 22 Jul 2009
In this paper you will learn just how important each customer interaction is and how companies are turning to Infor CRM Epiphany Inbound Marketing for Insurance to be able to manage their customers on a highly personal basis which greatly increases customer loyalty and satisfaction which will ultimately increase sales and profitability.
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