Chat and Cobrowse Customer Service that Pays Off: 8 Foolproof Steps to Success 
Chat and cobrowse tools, often referred to as “web collaboration technology,” have unmatched potential for improving customer service and increasing revenues. Savvy businesses in many sectors are using chat and cobrowse tools to attract, win, and keep customers. In this paper, we describe eight somewhat uncommon but foolproof steps to help businesses use chat and cobrowse to maximize the value of interactions in all phases of the customer life cycle.

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Web Self-Service Pitfalls: What Every Contact Center Manager Must Know 
This paper reveals hidden pitfalls in self-service strategy and implementation. Believe the myths discussed in this paper at your peril—they are proven recipes for customer defections and project failure! Based on experience distilled from hundreds of successful self-service implementations at world-class companies, the paper provides a best-practice approach that can dramatically increase self-service adoption and reduce escalations to assisted service, driving cost savings and customer satisfaction.

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Social Media Customer Service and Knowledge Management: Early Best Practices
Social media present a great opportunity for businesses to extend service options for customers, grow revenue, and reinforce brands. As businesses consider implementing social media customer service, often called "social customer service," they should leverage the best practices that have emerged from the experiences of early adopters.

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Harvesting Social Knowledge for Customer Service
Community-based knowledge creation for customer service is not new. However, enabled by the ubiquity and ease of use of the Web and the availability of social networking tools, it has gone to a whole new level, leading to the coinage of the term "social knowledge." While more prevalent in B2C sectors, social knowledge is also starting to matter in B2B sectors.

How can companies harvest the best of social knowledge for the customer service they offer through their own contact centers and service organizations? How should they engage with customers on social websites? The following five-step plan will increase the odds of success in harvesting social knowledge for customer service.