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  The Top Ten Information Challenges in Today's Call Center
  Optimizing the Customer Experience Across All Customer Touchpoints : Learn how to develop a multi-channel, fully integrated knowledge application that anticipates all potential customer issues automatically, placing needed information at the appropriate agent's fingertips.
  Actionable Knowledge : How making enterprise-wide information available to agents and customers when they need it will impact the measured success of your customer service operations - by Steve Morrell, ContactBabel
  Unifying Knowledge Management & CRM: Strategies to Enhance the Customer Experience (Powerpoint Presentation)
  Patricia Seybold Group Customer Experience Presentation (Powerpoint Presentation)


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