Customer Service Best Practices Research
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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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An Integrated Solution for Context-based Customer Experience Management
Sponsored by: AvayaMoving to a customer experience management approach requires an infrastructure that is open, scalable and capable of bringing together state-of-the art applications, fully preserving customer context.
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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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Social Media and Customer Service
Sponsored by: PegasystemsOne of the biggest issues for companies is creating effective customer services processes. What if social media could help the problem?
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First Contact Resolution
Sponsored by: PegasystemsContact centers have perfected the art of tracking customer inquiries, but first contact resolution is still alluding them. The key to solving the problem-- not just answering, but resolving the issue.
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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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Four Effective Service Strategies that Drive Brand Advocacy
Sponsored by: Oracle CorporationThis paper will provide answers, focusing on the four key aspects of service that can combine to create a "WOW!" experience: convenience, speed, relevance, and relationship.
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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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Optimizing Your Return on Customer Attention with Oracle RTD
Sponsored by: Oracle CorporationRead this white paper to learn how BI can combine your explicitly-defined business rules and automatically-identified statistical information to deliver the best possible content to your customers for every single interaction.
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Deliver Extraordinary Customer Experience
Sponsored by: Oracle CorporationOrganizations need to differentiate themselves by providing personalized and rewarding service that leverages the unique value of all customer touch points. If done well, a company can transform customer service into a competitive advantage, and use it to turn a buyer into a customer for life. Read on to learn more.
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Closed Loop Quality Management: Improving Customer Focus from Design to Delivery
Sponsored by: Apriso CorporationCompeting pressures to ensure customer satisfaction and reduce the cost of quality is driving many manufacturers to question the efficacy of their current quality management systems. This report provides actionable steps to begin to create a closed-loop enterprise system that aligns the entire value chain with a single view of quality execution.
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Editorial Tip: Measuring the ROI of Social CRM: No easy task
Sponsored by: InforAs more organizations invest in social channels, the question of value becomes increasingly important. In social media, ROI alone may not tell the value of the effort, and benefits to the business from the customer service approach could be gauged by a variety of factors. Uncover how to measure the real value of an investment in social CRM.
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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.
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Ensuring brand-building customer experiences with inContact ECHO survey software
Sponsored by: inContactThis featured white paper sponsored by inContact looks at new innovative ways to improve the customer experience through CRM software and best practices.
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E-Book: CRM Trends and Tips for 2010 - Doing More With Less
Sponsored by: IBMIn this e-book, find out how to make the most of the systems and budget you do have, with expert advice from leading analysts at Gartner and Forrester. Continue reading to learn CRM trends and tips and learn how to do more with less.
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SAP Customer Relationship Management (SAP CRM) Multimedia Presentations
Sponsored by: SAP America, Inc.These multimedia presentations will explain the features and benefits of SAP Customer Relationship Management (SAP CRM). Watch the presentations to discover how SAP CRM can enable you to become a customer-centric enterprise and to differentiate you company for competitive advantage.
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Six Success Factors for Building a Best-Run Marketing Organization
Sponsored by: SAP America, Inc.This paper discusses six success factors that will enable your marketing organization to overcome the challenges to reaching growth and profitability objectives. Continue reading to learn more about these six success factors and more.
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Customer Value Enhancement: Linking Strategy & Operations for Better Loyalty and Margins
Sponsored by: SAP America, Inc.CVE is a predictive, adaptive approach to linking front and back office functions through the prism of advanced business intelligence and analytics. Read this paper to learn how to link strategy and operations with CVE for better customer loyalty and margins.
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Measuring the Business Impact of Support
Sponsored by: Citrix Online UKCustomer support has long been a business mainstay. Yet, the business impact of support is seldom measured - despite the influence of support on higher revenue, customer satisfaction and increased productivity. This new ServiceXRG white paper explores the importance of quantifying the impact of support on your business.
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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.
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Case Study: London Life Insurance
Sponsored by: Pitney Bowes Business InsightLondon Life Insurance needed to move quickly after it acquired Prudential Insurance’s entire Canadian business operations. London Life wanted to welcome its new client base and maintain its reputation for providing superb customer service. Read on to learn how a new document composition solution allowed for keeping pace with its expanding business.
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8 Traits of IT-Friendly Contact Center and Web Customer Service Software
Sponsored by: eGain Communications Corp.In this white paper, we discuss eight IT-friendly software traits that minimize risk, maximize ROI, and encourage innovation. Although the focus of this paper is on contact center and web customer service software, the discussion is broad enough to be a valuable guide for any technology investment.
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E-Book: An Executive’s Guide to Customer Data Analytics and Customer Intelligence: How to Get More Out of Customer Data with Analytics Technology
Sponsored by: Infor CRMThe challenge facing many organizations is exactly how to deploy analytics to unlock insight from customer data. This e-book offers an executive overview of customer data analytics and customer intelligence, with deployment advice and best practices from top performers.
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Channel Strategies E-Zine: April 2010/ No.1
Sponsored by: TechTarget IT ChannelVARs and integrators know their stuff when it comes to their key technologies and vertical markets. In the inaugural issue of Channel Strategies E-zine, learn how to build brand awareness among potential customers to make sure word spreads about your company's skills and expertise.
