Customer Service Research
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Managing and Optimizing the Call Center
Sponsored by: TechTarget Customer ExperienceIn this e-guide from the experts at SearchCRM.com, learn how your organization can optimize its call center and drive customer service success with the use of workforce management (WFM) software, real-time speech analytics software, guidance applications, predictive analytics, and other tools.
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3-2-1 Contact: The Call Center in a Multichannel World
Sponsored by: TechTarget Customer ExperienceThere'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.
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Call Center Tips: Bridging the CEM Chasm
Sponsored by: TechTarget Customer ExperienceCheck out this expert e-guide with advice from Forrester analyst Art Schoeller, as he explores how to harness social media channels in your call center via an "outside-in" strategy. Read now to learn how to reach all customer touchpoints and achieve 100% visibility into your end-to-end customer interactions.
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Go beyond the surface: User Experience Design At A Glance
Sponsored by: Hewlett Packard EnterpriseThis brief resource explains how User Experience Design services can deliver strategic business value by enabling your organization to increase sales and conversions, improve customer retention, build brand trust, and more.
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Industry Credentials Insurance
Sponsored by: AzzurriThese top case studies highlight three UK insurance providers and their networking challenges with enhancing customer experience and increasing customer loyalty through better communication and end-user engagement, and how they found a solution that streamlined contact management and more.
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Improve your response: HP Enterprise Cloud Services for SAP CRM Rapid Deployment Solutions
Sponsored by: Hewlett Packard EnterpriseThis resource explains how you can enable rapid deployment of your SAP CRM applications by leveraging a cloud-based platform. Learn how to significantly reduce implementation costs and time, so you can respond swifter to market changes and meet the increasing demands of your customers.
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Visa Desjardins Provides a Differentiated Customer Experience
Sponsored by: GenesysAccess this video case study today to learn how Visa Desjardins – the largest financial cooperative group in Canada – optimized customer service delivery by investing in a new blended call center environment.
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ESRI Ensures a Single, Seamless Conversation with Customers Across All Channels
Sponsored by: GenesysThis case study reveals how Esri, a leading provider of GIS mapping software, redesigned the overall customer service experience in order to better support changing customer demands and improve interactions across all channels.
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How Technology is Changing the Role of Sales Professionals Using Salesforce.com
Sponsored by: Canon Information & Imaging SolutionsThis E-Guide examines how technologies are redefining sales roles, and provides insight into how businesses are re-evaluating sales management strategies – from hiring to compensation to internal business processes – to get ahead of the competition.
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UPMC Health Plan Optimizes Customer Conversations to Ensure Service Excellence
Sponsored by: GenesysConsult this case study today to learn how UPMC Health Plan developed an innovative customer service strategy that provided consistent, personal customer experiences, enabled constant service improvements, and more.
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ICBC Builds Cutting-edge Contact Center as Part of their Customer-Centric Strategy
Sponsored by: GenesysThis case study reveals how Canadian insurer ICBC built a flexible, cutting-edge contact center as a key part of its customer-centric strategy, enabling the company to improve routing flexibility, increase customer satisfaction, and more.
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Measuring, Monitoring and Improving Customer Experience
Sponsored by: OpenTextThis E-Guide focuses on how companies can address CEM challenges and take steps to improve the overall customer experience.
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Webcast: Unlocking New Insights and Opportunities with Big Data
Sponsored by: IBMIn this exclusive webcast, learn how you can use big data to create new business value, maintain relevance, and achieve greater operational efficiency.
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Loss from Legacy Call Center Infrastructure
Sponsored by: GenesysIs your legacy call center infrastructure limiting your organization's ability to increase efficiencies, reduce costs, and raise productivity? What's the true cost of a legacy call center? Answer these questions now by consulting this exclusive infographic.
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Harnessing Social Media to Boost the Bottom Line
Sponsored by: TechTarget Customer ExperienceLaunching a social CRM strategy? It's a good idea, but be careful not to overdo it. Get the keys to effective social CRM.
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Forging a CEM Strategy
Sponsored by: TechTarget Customer ExperienceShoppers are looking for more personalized, responsive, relevant experiences, and in order to provide that, your business needs an effective customer experience management (CEM) strategy. Learn how when you access this expert three-part e-guide and discover six top concepts that make up a successful CEM strategy.
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Responsive Design
Sponsored by: OpenTextIn this resource, explore how "responsive web design" can help you provide customers with more compelling, contextual, and consistent experiences with your web site. Learn how you can control a single site that caters to all device platforms, making it simpler, faster, and easier to make every site visit a pleasant one.
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OpenText Web Experience Management
Sponsored by: OpenTextWeb experience management is essential to the success of a business. View this resource to learn how you can leverage the principles of response design to deliver compelling and adaptive experiences across touch points in the global enterprise.
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Building CEM Expertise for Business Value
Sponsored by: GenesysIn this expert e-guide, discover why the contact center should play a more pivotal role in customer experience management, and learn how to merge siloed processes to create a more cohesive customer experience.
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How to Fine-Tune your Contact Center
Sponsored by: TechTarget Customer ExperienceWith call center software, best business practices can be difficult to navigate. But the payoff is worth investigating. In this handbook, readers find detailed explanations of the latest call center technologies as well as insight on call center management—including schedule and workforce management.
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Deliver Your Customers the Right Answer at the Right Time
Sponsored by: Oracle CorporationWatch this brief video to learn how you can provide consistent and relevant answers fast on channels from self-service website queries to social media- increasing customer loyalty and reducing costs in the process.
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World Class Customer Service in the Cloud
Sponsored by: Oracle CorporationIn today's hyper-competitive market, the key differentiator is the ability to deliver multichannel customer service consistently. And due to tight budgets, many of the world's most successful organizations choose to deliver customer service in the cloud. Read on to discover the benefits of this approach.
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Best Practices for Customer Service
Sponsored by: Oracle CorporationAccess this guidebook which explores the experiences of Oracle RightNow customers and highlights best practices they have taken to enable agents to deliver the right answers at the right time, driving increased customer service productivity and increased customer satisfaction.
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Software Subscription & Support
Sponsored by: IBMIn this brief video, learn how to stay ahead of IT trends with IBM Software Subscription and Support. You'll discover how you can drive efficiency, increase productivity, and streamline workflows with access to downloads and enhancements throughout the software lifecycle.
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Infor Epiphany Customer Interaction Hub
Sponsored by: InforCheck out this resource to learn about a customer interaction hub - a comprehensive infrastructure that stores and presents all customer interactions in an organized way, empowering you will a the information you need to form lifelong customer relationships.
