Are your customers able to easily find the information they need over the web? This Tune-Up package contains our official guidelines for ensuring that your knowledge base is working for your highest volume search terms.

Included are instructions for:

• Provide clear and readable content
• Offer multi-channel choice
• Capture customer feedback about the web experience
• Optimize the performance of your site
• Ensure it is accessible

• Best Practices Guide (PDF)
• Scorecard Checklist (XLS)

Are you looking to improve your self-service rates and ensure that you offer a great multi-channel customer experience over the web? This Tune-Up package contains our official guidelines that will help you achieve success with web self-service.

Specific suggestions for six main practice areas include:

• Discovering what your customers search for
• How to fix search engine configuration problems
• Tweaking individual searches to return greater results

• Best Practices Guide (PDF)
• Scorecard Checklist (XLS)

Are you looking to further improve your self-service rates, and ensure that your answers can be easily understood by customers? This Tune-Up package contains our official guidelines for designing web content so that it effectively communicates important information in an engaging way.

Seven best practice areas are covered, including:

• Write content for your customers, not for you
• Organize your knowledge base
• Layout your content for easy scanning
• Carefully use rich media
• Use the answer editor properly
• Maintain key content frequently
• Create a style guide for your knowledge base

• Best Practices Guide (PDF)
• Scorecard Checklist (XLS)

Are you looking to increase the activity and participation levels in your social spaces? This Tune-Up package contains our official guidelines for helping you to cultivate a successful online community.

Specific checkpoints are included for five practice areas:

• Make it easy to find
• Properly organize your community
• Specify policies for your community
• Cultivate and reward good behavior
• Continuously track the performance of your community

• Best Practices Guide (PDF)
• Scorecard Checklist (XLS)

Are you looking to increase the effectiveness of your e-mail marketing efforts and insure a high level of deliverability? This Tune-Up package contains our official guidelines that will help you achieve success with e-mail marketing programs.

Specific suggestions for five practice areas include:

• Design processes for your marketing efforts
• Build your mailing lists the right way
• Comply to international SPAM regulations
• Make sure you reach the inbox
• Design each mailing so that it is an excellent customer experience

• Best Practices Guide (PDF)
• Scorecard Checklist (XLS)

Are your contact center representatives handcuffed by a poor agent-software experience? This Tune-Up package contains our official guidelines for achieving a successful agent desktop deployment by ensuring that your agents can effectively interact with customers.

Specific suggestions for five practice areas include:

• Track your interaction volumes by contact driver
• Map contact drivers to interaction categories
• Define logical processes for high volume categories
• Integrate primary agent systems with the desktop
• Implement optimized workflows for your logical business processes
• Tailor workspaces for each agent group
• Tune the knowledge base for agent use

• Best Practices Guide (PDF)
• Scorecard Checklist (XLS)