LONDON, February 14, 2013 /PRNewswire/ -- The Customer Management Exchange Network expands its eBook collection with a new interactive resource on Customer Service best practice with contributions from HouseTrip, giffgaff, Dell, DHL and Cisco Balancing the delivery of a multi-channel customer experience strategy and meeting the needs of shareholders is becoming increasingly difficult in today's volatile economy, yet is a necessity for any business that wants to stay ahead in this hypercompetitive marketplace. To address this issue, the Customer Management Exchange Network has expanded its eBook collection with the latest release of "Customer Contact: Benchmarking Your 2013 Initiatives". In conjunction with leading global research and advisory firm Forrester Research, the CM Exchange Network has interviewed a number of leading customer service, contact centre and operations practitioners to explore how they are structuring their customer service strategies to achieve efficiency and reduce costs, increase customer loyalty, satisfaction and retention as well as drive sales through excellent customer service. Available now as a free download, the interactive eBook provides industry insight and advice from a range of contributors including COO, HouseTrip; Head of Member Experience, giffgaff; Executive Director - EMEA Customer Services for Consumer, Dell; VP of Customer Service, DHL and Vice President of Technical Support for Customer Assurance, Cisco - giving customer service professionals the opportunity to benchmark their own initiatives against innovative global brands. Abigail Manders, Head of Global Products for the Customer Management Exchange Network, commented, "Service delivery and interaction with the customer are becoming increasingly complicated in an environment where there are many customer touch points." "This eBook examines those touch points and what is needed when delivering a truly exceptional multi-channel strategy; ensuring you are where your customers are, listening to them and acting on those conversations - the heart of any customer contact strategy."