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White Paper Resource Library

For access to all of these current titles (plus Web seminars and case studies) visit the links below or click here.

Building Loyalty in a Web 2.0 World
The Future of the Customer Experience
Measuring the Return on Knowledge: Justifying, Measuring and Optimizing Knowledge Management Initiatives (written by ServiceXRG)
A Modern Approach to Improving Customer Support: Leveraging the Concepts of Web 2.0 for Self-Service and in the Contact Center
How KNOVA Supports and Extends Knowledge-Centered Support (KCS)
Optimizing ITIL with SRM: Service Resolution Management for the Next-Generation Service Desk

All white papers are in PDF format.