Fabio Santos

Customer service is no longer about someone sitting at a desk answering the phones. Although still a crucial element to success, it is not the only channel we have today. We have the internet, social media, email and much more, they all revolve around the same mission of satisfying the customer. In this webcast, focusing on web customer service, you'll learn about the necessary elements for success and where knowledge management fits into the equation. Michael Maoz, Research VP/Distinguished Analyst with featured analyst firm Gartner, Inc. and Tim Hines, VP of Product Management and CRM with Consona will walk you through core key components of knowledge management and channels that have the biggest impact on service and support, while providing insight into what approaches other organizations are taking with implementation of these channel components. Request Free! - Fabio Santos

For SMB leaders, time, money, and organizational focus must be balanced to ensure that the short-term needs of the business are addressed and that the long-term goals of the business can be realized. Who do you hire next? When do you do it yourself? When do you outsource? When do you need to establish a formal process or policy? Successful leaders understand the immediate costs of their decisions but they must also seek to understand the opportunity costs of what they pursue. They also need to have great instincts to anticipate issues looming on the horizon - when will some small, manageable problem today become a significant distraction and disruption to staff, operations, and most importantly, to clients? Perhaps the most daunting aspect in all of this is that most SMB leaders perform their balancing acts at great heights and without a net. Request Free! - Fabio Santos

New state and federal laws are creating unprecedented challenges to pharmaceutical and medical device manufacturers operating in the United States. In many cases, standard expense management solutions are not flexible enough to ensure compliance. Companies operating within the healthcare industry must begin to strategically look at their expense management system and adopt new tools and processes that offer complete and versatile attendee spend tracking and reporting. In this white paper Concur illustrates how travel and expense management programs can make staying compliant with the new government regulations a simple task. Request Free! - Fabio Santos

Managing employee expenses can be one of the most irritating tasks a small or medium-sized business can have. Tracking receipts and accounting for spend incurred can be a real hassle - not to mention the headache of sorting through Travel and Entertainment (T&E) expenses from employees. More than ever, small businesses need to efficiently control costs and optimize cash flow, but how, and what role does automation play in this process? Request Free! - Fabio Santos

YouTube is unique from most other forms of media because it allows people using the service to both view content and create it. Becoming a content creator doesn't require any special permission. This 24 page guide will be dealing with both sides of the YouTube coin. Since each is separate from the other you will find that some chapters deal almost entirely with content consumption while other chapters deal almost entirely with content production. Those looking for information about YouTube's web interface as well as alternative ways to access the site should focus on Chapters 2 and 3, while those looking for more information on how to create, manage and promote videos should refer to Chapters 4 and 5. Also with this free guide you will receive daily updates on new cool websites and programs in your email for free courtesy of MakeUseOf. Request Free! - Fabio Santos