Customer Self Service Research
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Making the Back Office Pay: Measuring and Increasing Productivity while Reducing Costs
Sponsored by: AspectUnderstanding how to manage many different types of back-office tasks in the most consistent and efficient manner is a perplexing challenge. This paper will describe how automated workforce optimization is the solution. Continue reading to learn how to improve the customer experience while decreasing required staffing through predictive modeling.
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Seven Things to Consider When Developing a Unified Communications (UC) Strategy
Sponsored by: AspectUC can increase revenue and enhance customer relationships all while reducing costs, but developing a UC strategy can seem like a daunting task. In light of this, this paper outlines 7 things organizations should consider as they begin to develop a UC strategy. Read on to learn some helpful hints and strategies to ensure a successful UC deployment.
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Yahoo, Amex talk up different customer service approaches
Sponsored by: Infor CRMAccess this tip guide to learn how American Express and Yahoo Inc., have conquered customer service obstacles while also decreasing customer relationship management (CRM) budgets.
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Creating an Online Parts Catalog to Increase Part Sales and Improve Aftermarket Customer Satisfaction
Sponsored by: Enigma, Inc.This white paper documents the experiences of three companies that have implemented Enigma's electronic parts catalogs.
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Case Study: Mandarin Oriental
Sponsored by: SDL Web Content Management Solutions DivisionThis Video from SDL takes a look at the ways in which up-scale hotel conglomerate, Mandarin Oriental, has implemented SDL web content management solutions to help expand their business around the world. Watch this video today to learn more.
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Cisco IBSG Global Research Reveals New Ways for Banks To Prosper in an Omnichannel World
Sponsored by: Cisco Systems, Inc.Banking customers worldwide are ready for an omnichannel experience – are you ready to give it to them? This resource describes the concept of omnichannel banking, why your customers need it, and why you shouldn't wait to offer it to them.
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Realizing the True Value of Online Self-Service and E-Billing
Sponsored by: Oracle CorporationCustomer service demands are overrunning companies today. In both business-to-consumer and business-to-business settings, product and service offerings are proliferating and customer interactions are multiplying. This white paper di...
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Limitations of Customer Self-Service for Contact Centers
Sponsored by: ServiceNowToday's customers are more empowered and informed than ever, and they expect self-service to be available. In this e-guide, Scott Sachs of SJS Solutions discusses some of the challenges you will need to address, including more complicated inquiries and reduced opportunities to enhance customer engagement.
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Driving multichannel engagement with the voice of the customer
Sponsored by: Oracle CorporationIn this e-guide you will learn how the right infrastructure can allow your marketers to harness your existing data to create seamless, integrated experiences for your customers on any channel.
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9 Critical Capabilities to Demand From Your IVR Cloud Hosting Provider
Sponsored by: VoxeoThis brief white paper covers 9 critical capabilities to demand from your interactive voice response (IVR) cloud hosting provider.