Customer Self Service Research
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Integrated vs. Unified: Five Reasons Why Contact Centers Must Get Unified
Sponsored by: AspectThis paper presents the main differences between integrated and unified contact centers, and gives five reasons why it is imperative for contact centers to adapt a unified solution. Read on to learn how adopting such a solution can increase productivity, decrease costs, and enhance the customer experience, thereby increasing customer loyalty.
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The Future of Web Content Management
Sponsored by: Ektron, Inc.When a content management team is no longer enough to successfully attract and retain customers, what does the future hold for content management? How does context fit into the picture?
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Cross-Channel Commerce: A Consumer Research Study
Sponsored by: Oracle CorporationThe number of channels which consumers use to research and purchase products or services is growing. This white paper takes a look at a recent survey of consumer buying habits in regards to the number of channels they use when shopping and how businesses can provide a better experience across these channels for their customers.
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A contact center manager's guide to integrating self-service
Sponsored by: inContactDo you feel pressured to provide great service while keeping costs down in your contact center? Self-service technology enables customers to resolve their own service questions without depleting agent resources. But deploying self-service technology raises many questions. Learn best practices and tap into expert advice with this eBook.
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Commerce Anywhere: A Business and Technology Strategy to Maximize Cross-Channel Commerce Growth
Sponsored by: Oracle CorporationE-commerce has gone from fringe to foundation. Now, businesses must tailor their customer serivce approach to the more complex "anytime, anywhere" customer with mobile device in hand. This white paper from Oracle details the "commerce anywhere" approach.
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Enhancing customer experience: first, do no harm
Sponsored by: AvayaBy reading this short white paper you will gain the knowledge you need to implement a successful customer service system. You will learn best practices for enhancing your customers experience and why cross pollinating your organization can be very helpful.
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Presentation Transcript: The Buy Versus Build Dilemma
Sponsored by: Tableau SoftwareThis transcript explores two options for integrating analytic and Business Intelligence (BI) features into existing applications. Discover the benefits and drawbacks of each approach, and learn why your organizational culture should factor into your software decision.
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Best Practices for a contact center technology overhaul
Sponsored by: Contactual (Now 8x8, Inc.)Tap into the expert advice in this eBook to choose technology that will help you leverage multiple contact channels, effectively monitor agent interaction and deliver an excellent customer experience.
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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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Customer Communication Management
Sponsored by: Pitney Bowes Business InsightCCM helps businesses transform routine business documents into communications that truly enhance the customer experience. CCM is an integrated end-to-end solution that enables companies to create, manage and deliver effective multichannel communications all while reducing the cost of communicating with and providing superior service to customers.
