Customer Service Research
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Integrating multiple channels to build a single view of the customer
Sponsored by: TechTarget Customer ExperienceCEM is about so much more than just technology. It's also important to focus on implementing the right processes to facilitate collaboration across different departments and multiple applications. This expert resource describes proven strategies to optimize resources for CEM.
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Solution Spotlight: The Role of a Chief Customer Officer in Leading Customer Experience Management
Sponsored by: TechTarget Customer ExperienceAccess this exclusive resource to find out about the value of a chief customer resource officer. Read on to learn more about their duties and responsibilities and how they can help you organization refocus on the increasingly important customer experience management.
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Advanced Technologies Key to Next-gen Contact Centers
Sponsored by: TechTarget Customer ExperienceAccess this helpful e-guide to disscover what a Forrester Research analyst recommends when acquiring new contact center technologies- find out how to address software integration needs, social media challenges, and the growing need for accurate analytics.
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Solution Spotlight: Creating a Strong Customer Experience Management Strategy
Sponsored by: TechTarget Customer ExperienceIn this e-guide, learn how to resolve communication issues between the IT and contact center departments by creating internal service-level agreements, recognizing that what's right for the organization is the same as what's right for the customer, and more.
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New CRM Technologies bring sales success to businesses
Sponsored by: TechTarget Customer ExperienceIn [this expert e-guide], read about how one emergency response software company integrated a CRM platform, resulting in major time-saving efficiencies – most importantly, an improved process that enables the company to sell product licensing. Also read about a lumber executive who recently bought into a successful social CRM.
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Deepening Customer Experience: Analyzing, Optimizing and Integrating CEM
Sponsored by: TechTarget Customer ExperienceMapping out a customer experience management (CEM) transformation isn't a quick or inexpensive undertaking, but it can offer significant rewards if you are able to sift through all the options within the marketplace. Check out this E-Guide to get tips on planning and allocating resources for CEM and comparing the latest options.
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Technology industry at the cross-roads: Transforming quote-to-cash operations
Sponsored by: TechTarget ComputerWeekly.comThis report from PwC, highlights the urgency for technology companies to reinvent their existing operating models to meet the fast-changing buying process.
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Presentation Transcript- Leveraging Enterprise Modeling to Optimize SAP Implementation
Sponsored by: OpenTextLearn how Salt River Project focused on understanding the business architecture of their company to enable process visibility and understanding. And examine their multi-phase approach to building a foundation on SAP around finance, human resources, and supply chain management.
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E-Guide: Harnessing Social Analytics
Sponsored by: IBMIn this e-guide, discover how social media analytics software leverages text analytics capabilities to reveal patterns, trends, and potential business problems within online discussions.
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Essential Guide: Project and Portfolio Management: Analyzing Business Project Needs
Sponsored by: Rally SoftwareView this informative resource to learn more about proper sequencing, marketing a software project and how you can keep everything under control with the right tools. It provides a step-by-step process on managing customer driven software development as well as other important steps.
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Delivering a Superior Customer Experience
Sponsored by: AvayaResearch shows that 90% of customer service decision-makers believe delivering quality service is paramount to success. But with tight budgets, businesses today need cost-effective ways of achieving higher service levels. Read on to learn how collaboration in your contact center can keep costs low while increasing service levels.
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How Mobile Devices are Driving Innovations in Contact Centers
Sponsored by: AvayaFailing to adopt a customer service strategy for mobile devices could put your business at a serious disadvantage. Gartner research suggests that 80% of companies will suffer revenue loss from the lack of customer support on mobile devices by 2013. Read this paper to learn how to utilize the opportunities mobility offers customer service.
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Benchmarking in the contact center: Tips for managing what you measure
Sponsored by: AvayaBenchmarking projects are a great way for contact center organizations to improve their operations in order to reconcile competing demands from customers and the business. Read this white paper to learn best practices for executing a successful contact center benchmarking project.
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Is Social Media Transforming Your Business?
Sponsored by: Oracle CorporationIt's no secret that social media has changed consumer behaviors – but most companies are struggling to capitalize on the unique opportunities it has to offer. Review this resource to learn how incorporating social media into knowledge management, contact centers, and the Web can substantially enhance your customer's experience.
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Building Success in the Cloud
Sponsored by: Citrix Systems, Inc.Discover why Citrix cloud solutions are a clear choice for leading cloud providers, helping them quickly and profitably build differentiated and flexible cloud solutions that are right for their business and their customers.
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Using Case Management to Empower Employees and transform Customer Service
Sponsored by: Kofax, Inc.This white paper demonstrates how empowering your employees can lead to significantly improved customer service. Learn how dynamic case management applications can assist in delivering employee empowerment and transform the customer experience.
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The Business Case for Integrated ERP
Sponsored by: Scribe Software CorporationIt's critical that your ERP software is integrated and can talk to other business applications and systems. Those who embrace ERP integration will reap lower operation costs, increased customer satisfaction, and a lot of saved time. Read this paper to learn how integrating your ERP software will impact your company's operations and work flow.
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Cloud for Service Providers
Sponsored by: Citrix Systems, Inc.This 3-minute video explains why Citrix solutions offer reliable, scalable ways to help you not only build your cloud platform, but to also build your cloud business for clients of any shapes and sizes.
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The State of Customer Data Integration 2012: The What, Why & How of CRM Integration
Sponsored by: Scribe Software CorporationCustomer data integration helps companies grow and thrive, but businesses still have a long way to go to implement customer relationship management (CRM) in a meaningful way. Check out what over 300 companies said about cloud, their CRM platforms, and customer data integration in this survey.
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The Perfect Combo: ITIL, I.T. Service Management, and Social Media
Sponsored by: BMC Software, Inc.Access this white paper to discover how your service desk can facilitate higher levels of productivity for end users with the integration of social media. Help your business gain improved service delivery and support, as well as improved overall customer satisfaction.
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Cisco IBSG Global Research Reveals New Ways for Banks To Prosper in an Omnichannel World
Sponsored by: Cisco Systems, Inc.Banking customers worldwide are ready for an omnichannel experience – are you ready to give it to them? This resource describes the concept of omnichannel banking, why your customers need it, and why you shouldn't wait to offer it to them.
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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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Empowered Customers Drive Collaborative Business Evolution
Sponsored by: IBMRead this groundbreaking new study, conducted by Forrester Consulting on behalf of IBM, to understand how empowered customers are changing the way business is doing business—today and in the future.
