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Churn Research

  • 10 Questions to Ask Before Considering A Customer Data Platform

    Sponsored by: Reltio

    If you struggle with consolidating, organizing and distributing customer data, you’re not alone—many organizations do. That’s why using a customer data platform (CDP) is so helpful. Download this checklist to review 10 questions that you should consider before implementing a CDP.

  • 2 Real World Case Studies for Intelligent Virtual Agents

    Sponsored by: Serviceaide

    As the never-ending pressure to lower IT costs builds, enterprises are seeing how a shift to intelligent Virtual Agents meets customer demands at a far lower cost. In this report, learn about the real-world applications of Virtual Agents.

  • 2020 Global Cloud Unified Communications and Collaboration Adoption Strategies Customer Value Leadership Award

    Sponsored by: Fuze

    Unified communications & collaboration professionals are always searching for ways to uncover growth potential by impacting value proposition. But what separates a firm from its competitors in this respect? View this report to see the story of how one firm earned Frost & Sullivan’s award for customer value leadership.

  • 2020 Talkdesk Contact Center Kpi Benchmarking Report

    Sponsored by: Talkdesk

    Contact centers have changed considerably since last year—or even last month. In this comprehensive guide to contact centers, explore the role and value of Key Performance Indicators (KPIs), as well as 10 steps you’ll need to define your contact center KPIs. Save the guide here.

  • 2021 Digital Trends Experience

    Sponsored by: Adobe

    For brands and marketers, 2021 is a year of recovery, making difficult decisions and turning the lessons of 2020 into plans for growth. Download this 2021 Digital Trends Experience report to learn how to do so, with a spotlight on how to target new customers as behaviors change, guiding principles for 2021, and more.

  • 24x7 Customer Service Without Additional Headcount

    Sponsored by: Serviceaide

    Download this white paper to learn how the IT service desk demonstrates how the internal CX is influenced by the journey through interaction touchpoints, and why achieving this often requires a redesign of company culture, new technology, and modernized processes.

  • 3-2-1 Contact: The Call Center in a Multichannel World

    Sponsored by: SearchCRM

    There's no ignoring it - the role of the contact center is drastically changing, and your agents need the tools to keep up with increasing customer demands. In this expert e-guide, explore how you can modernize the tools in your contact center to empower agents to meet the constantly shifting demands of customers.

  • 4 Key Drivers of Change in Customer Experience

    Sponsored by: ServiceNow

    Contact centers are no longer the unresponsive, slow, frustrating call centers of yesteryear. With the help of digital technologies, businesses are able to provide their consumers with new levels of support. Read on to learn 4 key trends, inside and outside the contact center, that are elevating customer experiences to new heights.

  • 5 Reasons You Need to Invest in An Integrated Business Phone System

    Sponsored by: CloudCall Ltd

    There are a lot of factors to consider when choosing a phone system. These can range from price, to functionality, to time saving potential. Additionally, integrating a phone system with your CRM can have a range of benefits that will make your life easier. In this brief, uncover the top 5 benefits of using an Integrated Business Phone System.

  • 5 Steps To Becoming Customer-Centric

    Sponsored by: Alchemer

    Check out this infographic from Alchemer to explore the 5 steps to achieving customer centricity.

  •  Achieving Measurable Gains by Automating Claims Processing

    Sponsored by: Kofax, Inc.

    This white paper identifies seven levels of claims automation and provides a roadmap that can be followed to enhance claims processing for insurance companies worldwide.

  • 10 Steps to a More Social Contact Center

    Sponsored by: Oracle Corporation

    This expert e-guide reveals the actions you can take to manage social media contact more efficiently. Inside, Donna Fluss, founder of DMG Consulting, explains the benefits and limitations of workforce management systems for social media. Bonus: Discover the 10 steps to create a successful call center social media strategy.

  • 10 tips to integrate mobile and social marketing

    Sponsored by: IBM

    In this white paper, get 10 tips to help break through the silos and integrate social and mobile marketing with traditional channels.

  • 11 Habits for Highly Successful BPM Programs: Proven Steps for Getting Started with Process Improvement

    Sponsored by: IBM

    Read this paper for an outline of the steps an organization needs to take to achieve enterprise-wide business process management success.

  • 15 Steps (And More) to Improve the Customer Experience

    Sponsored by: Zendesk

    Customers – they're the lifeblood for many organizations. Which is why keeping up customer experience with the right CRM tools is a necessity. In this expert e-guide, learn 15 steps to improve the customer experience and how to use social CRM tools to your advantage.

  • 15-Minute Guide to Increasing Customer Loyalty: An Introduction to Enterprise Feedback Management (EFM)

    Sponsored by: MarketTools, Inc.

    What is the relationship between a loyal customer and a profitable enterprise and what role can feedback play in improving loyalty? Organizations with fiercely loyal customers take the time to listen to feedback and integrate it into decision making. EFM solutions provide the tools needed help businesses transform feedback into business results.

  • 2016 Gartner Magic Quadrant for the CRM Customer Engagement Center

    Sponsored by: Salesforce

    Salesforce has been recognized by Gartner as a leader in this report for the 8th year in a row.In the age of the customer, nothing is more important than customer service. Service Cloud customers agree.

  • 3 Pillars of Customer Experience in Today's Connected World

    Sponsored by: Salesforce.com

    Access this white paper to learn three steps to meeting customers' rising expectations in today's hyper-connected world: Personalized service, smarter support, and faster connection.

  • 3 Reasons Why CEM Is the Place to Innovate

    Sponsored by: OpenText

    The following webcast intends to clarify the current state of customer experience management and how companies can start powerful initiatives of their own. Tune in now to find out how CMOs and CIOs need to work together to make CEM take flight, what needs to be addressed, and much more.

  • 3 Smart Moves That Slash Intermodal Costs

    Sponsored by: Quintiq

    Even with near limitless intermodal options, planners typically fall back on familiar routes and patterns – regardless of whether or not there's a better way to operate. Fortunately, this resource lays out three smart moves that slash intermodal costs while delivering real planning transparency.

  • 4 Steps to Transforming Your Customer Relationships Using Mobile

    Sponsored by: Appcelerator

    Mobility has fundamentally changed the business world, particularly customer relationships. It has not only changed consumer expectations, but also provides a chance to drastically improve the customer experience. Read on to learn 4 simple steps to improving your customer's experience with mobility.

  • 5 Best Practices for Telling Great Stories with Data

    Sponsored by: Tableau Software

    Data doesn't have to be only fact driven and metric. Learn these five best practices to help you make sense and order out of a disparate collection of facts.

  • 5 Steps toward Disaster Preparedness

    Sponsored by: Cisco Systems, Inc.

    For small and medium-sized businesses (SMBs), the impacts of a disaster can result in loss of or lack of access to data, applications, and work facilities. This paper explains five key steps to consider when implementing a program for your company.

  • 5 Tips For Setting Measurable Social Media Goals

    Sponsored by: MarketWired

    While social media offers your business a variety of opportunities to grow its customer base, increase brand awareness, and drive revenue, those benefits are unattainable without a solid strategy in place. To realize your social media goals, you need to first determine metrics and measurements of your strategy's success.

  • 5 Ways to Optimize Your Workforce for Customer Contact in a Social Marketplace

    Sponsored by: Aspect

    This white paper discusses how workforce, quality and performance management capabilities provide practical business processes and tools for effective staffing, monitoring, reporting, evaluation and coaching.

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