Customer Service Best Practices Research
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A contact center manager's guide to integrating self-service
Sponsored by: KANALeveraging self-service technologies in your contact center can significantly reduce costs, but successful implementation is tricky. Gain expert advice on how to ensure your self-service contact center initiative is a success. Read on to learn self-service contact center best practices, how to obtain executive support, and more.
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4 Steps to Transforming Your Customer Relationships Using Mobile
Sponsored by: AppceleratorMobility 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.
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Mobile Devices: Changing the Way You'll Service Your Customers
Sponsored by: Interactive Intelligence, Inc.Discover how you can take advantage of the mobile revolution to deliver an improved and expanded service experience for your mobile device wielding users.
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Is Your Strategy as Smart as Your Customers?
Sponsored by: IBMIn this white paper learn the Smart Commerce strategy developed by IBM, designed around customer needs, aspirations, and behavior. This paper goes in depth on each of the four key components of the strategy, demonstrating the work they've done with some of the top names in sports to deliver the Smarter Commerce experience.
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The mini-guide to social customer service
Sponsored by: Salesforce.comSocial media has fundamentally changed the world of customer service. This comprehensive guide outlines the keys to success to realize your social customer service potential. Learn why actively engaging with customers is imperative, 4 vital customer services areas to focus on, and more.
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Will Your Customers Really Wait for You to Get Service Experience Right?
Sponsored by: KANAIn order to prosper in today’s challenging environment, delivering high quality customer service is critical. This paper outlines an approach to building a solid customer service strategy and addresses common challenges as well as tips for avoiding and overcoming pitfalls.
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Business Case for Integrated Unified Communications and Contact Center Solution
Sponsored by: ShoreTel - OLDIn this whitepaper, discover how using unified communications (UC) in your contact center can help you increase effective communications between employees and clients, which will improve your customer satisfaction, retention, and loyalty rates.
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Service. Smarter. Redefining commerce in the age of the customer
Sponsored by: IBMAccess this white paper to discover how a better, smarter approach to commerce can eliminate the potential for unhappy customers and improve your reputation and brand. In today’s highly competitive marketplace, ensuring your customers are satisfied with your services is worth the extra effort.
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Buy. Smarter. Redefining commerce in the age of the customer
Sponsored by: IBMAccess this white paper to discover a smart approach to commerce. In this era of the empowered consumer, customer relationship management is a vital to your enterprises success. Discover a smarter commerce strategy that enables you to reduce, or avoid, the potential for unsatisfied customers.
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Customer Experience Exchange E-Zine: Taking a swing at social CRM
Sponsored by: TechTarget Customer ExperienceThis edition of the CEM e-zine examines the role social media can play in your company. Learn how Major League Baseball is capitalizing on this revolution to fill its stands even during the darkest of times of the season, why Pinterest is such a success and how Dell measures it's social media success by tracking 22,000 daily online comments.
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Best practices for web experience management
Sponsored by: OpenTextIn this expert e-guide, readers will learn best practices for allocating resources for CEM and tips for taking an employee-centric approach to CEM.
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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.
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Deliver a Superior Cross-Channel Commerce Experience
Sponsored by: Oracle CorporationWith the right intelligence and personal information, there are plenty of new opportunities for you to provide superior experience and maximize the opportunity of every customer touch point. This paper shares actionable strategies needed to deliver personalized and relevant content, based on a variety of factors.
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Use effective call centers to build customer loyalty
Sponsored by: Infor CRMThis tip guide features chapter 6 from Paul R. Timm's book, 'Technology and Customer Service: Profitable Relationship Building.' Access this resource now to learn how to align business process with customer relationship management (CRM) initiatives, tips for CRM strategy and how to effectively leverage the call center to improve customer loyalty.
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Customer Experience Exchange E-Zine Issue 2
Sponsored by: TechTarget Customer ExperienceThis second issue of Customer Experience Exchange highlights the contact center. Often an overlooked facet of customer relationship management (CRM), the contact center is usually the first way a customer reaches out to a company and thus should always be considered in CRM strategies.
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Cognos Business Intelligence for Report Authors
Sponsored by: IBMUtilize a complete set of enterprise reports that are easy to build, maintain, secure and deploy, all delivered in a collaborative authoring environment and based on the fundamental principle of "author once — consume anywhere."
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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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Building a Strong Customer Experience
Sponsored by: Infor CRMRead this e-guide from SearchCRM.com to learn how American Express and Yahoo tackle customer service with their own twists, how to communicate through multiple channels and ways to craft a single customer view through CEM technology.
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InfoSphere MDM Solution for Product Information Management
Sponsored by: IBMWatch this short video and learn how leading retailers, distributors and manufacturers leverage IBM InfoSphere Product Information Management solutions to boost supply chain productivity and deliver an optimal customer purchase experience.
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LEVERAGING LIVE CHAT TO ACHIEVE HIGH FCR RATES
Sponsored by: NTR GlobalTo minimize downtime caused by technical failures and end-user problems, organizations can implement rapid resolution processes. Access this white paper to learn how you can leverage live chat to significantly improve customer support efficiency.
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Building a Business Case for your Next-Generation QA Solution
Sponsored by: Calabrio, Inc.This white paper shows you how to build your business case and obtain approval for a new or upgraded contact center quality assurance and recording solution.
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Speech Analytics: The Simple Definition
Sponsored by: Calabrio, Inc.What is "Speech Analytics," exactly, and why is it important? Find out how the latest wave of Speech Analytics offerings are used in call center communication today and what the benefits are.
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Case Study-VMware Consona Knowledge Management
Sponsored by: Consona CorporationChanging corporate culture to focus on customer service and support is practically a routine activity in large service-oriented organizations these days.This case study covers what VMware is doing to provide outstanding support for their customers.
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Creating Stickiness in the Insurance Industry
Sponsored by: ThunderheadWith the economy being shaky, the insurance industry has a problem. Customers are increasingly shopping around and making complex demands. Learn how to achieve loyalty in a shaky industry.
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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.
