InQuira White Papers and e-Books



	Analytics: The Cornerstone for Sustaining Great Customer Support Without effective analytics, it is virtually impossible to truly understand, let alone improve, the experiences customers have with your organization. This e-book offers an in-depth look at the strategic importance of analytics, it reveals why many organizations have thus far failed to truly exploit the potential of analytics, and it describes some of the critical requirements of effective analytics implementations.

	Global Customer Experience: Internationalizing Support A Joint White Paper from TSIA and InQuira Supporting customers in multiple languages can have a major impact on the global customer experience. In this report, learn about the challenges to offering multi-lingual support and how innovative companies are overcoming those challenges with a mix of strong processes and best-of-breed knowledge tools.

	Reinventing Sales Enablement for Smarter Selling Traditional sales management tools are failing to support the knowledge needs of sales representatives. This paper reveals why, and looks at the keys to effective sales enablement, offering insights into how to support your sales team throughout the lifecycle, so they can collaborate, learn, and sell most effectively.

	Improving the Customer Experience with InQuira: A Comprehensive Guide to the InQuira Platform This paper offers a detailed look at the rich capabilities the InQuira platform provides, and it reveals how these capabilities can ultimately shape a better customer experience.

	Five Key Benefits of Knowledge Management in Customer Service Seeking to improve the efficiency and effectiveness of customer service, leading enterprises have turned to knowledge management —and realized significant, quantifiable benefits. This paper outlines five key areas in which knowledge management enables customer service improvements, drawing tangible results from real-world customer deployments.

	Social Knowledge: 4 Fundamentals for Using Social Networks to Improve the Customer Experience Today, there are compelling rewards for embracing social networks—and potentially severe penalties for putting it off any longer. This e-book outlines four key ground rules for engaging with social networks in order to maximize their potential for improving the customer service experience.

	Improving Every Customer Experience with InQuira: A High Level Overview of InQuira’s Platform and Solutions This white paper offers an overview of the InQuira platform, outlining how its comprehensive capabilities enable organizations to harness knowledge to improve customer satisfaction, strengthen loyalty, and boost profits.

	The Search for Success: How Enterprise Knowledge Management Delivers a Better Customer Experience than Enterprise Search While both enterprise search and enterprise knowledge management help users sift through large bodies of information, they also have fundamental differences. This paper examines the search methodologies of each approach and reveals how these differences affect the user’s experience.

	Smart CRM: A Game-Changing Investment for Customer Support By combining knowledge management with CRM, smart CRM represents a game-changing investment that can help support organizations not only weather today’s budget cuts, but improve service levels and customer satisfaction.

	A Superior Web Self-Service and Contact Center Solution—Buy It or Build It? Companies looking to knowledge management to improve customer support face a critical decision: Whether to buy an off-the-shelf solution or use multiple applications to build a solution. This e-book offers a practical look at the key criteria for making this decision, and ensuring any knowledge management implementation yields the biggest business benefit.

	An Introduction to Knowledge Management Measurement: Fundamental Metrics for Tracking Customer Service Improvements Measuring knowledge management is vital—before, during, and after any initiative is undertaken. This e-book details all the areas in which knowledge management can make an impact, providing insights for planning and evaluating initiatives.

	Knowledge Management Measurement: Key Metrics for Defining Service Success Establishing sound metrics is essential to understanding the effectiveness of knowledge management—and identifying opportunities for improvement. This e-book outlines key measures for monitoring and improving results in Web self-service, agent-assisted support, and discussion forums.

	Knowledge Management—Getting It Right: Five Best Practices for Delivering a Better Service Experience Every company that starts a knowledge management initiative expects real benefits—but these results are not guaranteed. This paper offers five proven strategies that can help ensure an initiative delivers improved customer experiences and significant return on investment.

	Conversational Knowledge: Five Best Practices for Improving Customer Service through Community-Based Collaboration Read this e-book to discover five best practices for ensuring your organization realizes the maximum benefit of social networks and collaboration tools.

	10 Knowledge Management Mistakes Others Have Made… So You Don’t Have To Organizations often encounter a number of common roadblocks in their knowledge management initiatives. Written by seasoned practitioners, this e-book details these obstacles—and provides practical techniques to ensure these mistakes aren’t repeated in your organization.

	Knowledge Management or Content Management? Why it Matters to the Customer This paper highlights the differences between enterprise content management and enterprise knowledge management, and reveals why knowledge management is a better way to deliver consistently high quality, efficient customer experiences.

	How to Implement Successful Knowledge Management: Pitney Bowes Shares Six Best Practices In this e-book, Pitney Bowes shares the critical lessons it learned from its global knowledge management implementation

	Why CRM Has Failed the Customer—and What to Do About It It’s time to get back to the ideals around which CRM was supposed to have been built: servicing the customer—not just the corporation.

	Implementing Knowledge Management: Practitioners Share Best Practices In this e-book, practitioners who have been through successful large-scale knowledge management initiatives share their insights and lessons learned.

	Implementing Knowledge Management: Key Planning Considerations This e-book discusses the three questions every project lead should answer before embarking upon a knowledge management implementation.

	Putting the Customer Back in Customer Service: Three Principles for Customer-centric Support Many efforts to improve customer service have failed because they focused on internal concerns rather than the needs of customers. This e-book outlines the three key principles service organizations need to adopt to become more customer centric, and so more effective.

	Winning Strategies in Web Self-service This e-book reveals the four key strategies for ensuring a successful Web self-service implementation.

	Search is Not Enough This e-book details the importance of search and knowledge management, and it shows what happens when organizations fall short in either respect.


	The Human Side of Knowledge Management: Unlocking People Potential in the Knowledge Economy This paper outlines the benefits customers, support agents, and executives can gain through knowledge management, and it reveals the key factors required to maximize these benefits.

	Managing Knowledge Transfer in a Multi-generational Workforce With close to 50% of the current workforce set to retire in the next decade, managing the transfer of knowledge is a critical competitive mandate. This e-book outlines the three key steps required to ensure knowledge is effectively transferred from one generation of employees to the next.

	Personalized Marketing to Web Site Visitors: Going Beyond Customer IDs and Purchase Histories to Determine and Market to Customer Intent Self-service Intelligent Search technology empowers online marketers to establish a dialogue with known and unknown web site visitors, helping companies to better understand and fulfill their prospective customers' needs and desires.

	Knowledge-Centered Support (KCS): Fundamentally Improving How Companies Resolve Complex Customer Problems InQuira Delivers a KCS-Verified Approach to Improving the Support Experience for Customers and Agents.

	A New Take on Right Channeling: Making the Web a Preferred Service Channel for Customers The new approach to right channeling challenges one of the underlying assumptions of customer service, showing that it is possible to resolve complex issues through an online channel.