Customer Service Research
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Delivering exceptional web experiences - IBM Web Content Manager
Sponsored by: IBMLearn how your organization can more easily create content, target individuals with relevant content and optimize content devliery on your website and more!
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SearchBusinessAnalytics.com eGuide: Leveraging predictive analytics for improved customer understanding
Sponsored by: IBMIn this e-guide you'll learn how two top airlines implemented and leveraged predictive analytics to analyze customer feedback and increase satisfaction.
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ebizQ.net Tip Guide: Evolving your dynamic case management strategy
Sponsored by: IBMThis Tip Guide describes how DCM can benefit financial services firms and offers expert advice on best practices and pitfalls in DCM adoption.
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Mobility in the Enterprise: Professional Productivity with Intel® Core™ i5 vPro™ processor
Sponsored by: IntelThis case study discusses the reasons why one company decided to replace their existing laptops every two years. Find out how implementing this strategy benefited both employees and end users.
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Client Case Study: Bouyges Telecom
Sponsored by: IBMIn this case study, Bouygues Telecom uses an analysis platform to help it proactively uncover online and in-store fraud by consumers, dealers and organized crime groups, and prevent the subsequent loss of products and revenue.
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Decision Management Smarter Insurance Processes
Sponsored by: IBMWith varying compliance demands, change is the mainstay of the insurance industry. There are constant alterations to underwriting, rating, claims processing, fraud detection and billing. Read this case study of the Traveler's implementation of a business rules management system to effectively improve all of their processes.
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Speech Analytics - The Power of Simplicity
Sponsored by: Calabrio, Inc.This overview examines the power of Speech Analytics technology to extend resources and expand knowledge.
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Making WFM Work: Best Practices and ROI Model
Sponsored by: Calabrio, Inc.There has been tremendous innovation in contact center WFM over the past three years, with new vendors and offerings entering the scene. Find out how the new generation of WFM solutions are easier to use, improve agent satisfaction, enhance customer experience and cut costs.
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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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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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SDI: Next Level Service Desk Strategies
Sponsored by: Citrix Online UKThis e-guide reveals the new demands placed on today's service desks. Learn how to adapt to diverse employee needs while delivering consistent and quality customer service.
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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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Advancing Enterprise Mobility to Improve Sales and Service
Sponsored by: SAP America, Inc.Explore the latest thinking on use of mobile technology to deliver business value by enabling sales and service processes – and transform processes across the enterprise. Business software vendors can best support their customers by collaborating with strategic partners to co-innovate and foster a mobile ecosystem.
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SAP Business Communications Management Rapid-Deployment Solution
Sponsored by: SAP America, Inc.See how SAP has combined SAP Business Communications Management with implementation services to help you quickly and predictably improve customer service and reduce operational costs in inbound contact centers. The all-IP contact-center solution works with SAP CRM to further increase customer service benefits.
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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.