Customer Service Research
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The Future of Address Validation: Going Beyond Move Update to Cut Costs and Connect with Customers
Sponsored by: Pitney Bowes Business InsightToday, the need to connect with customers efficiently and effectively is more important than ever. The foundation of these communications is a complete and accurate customer record. This paper describes the validation requirements, opportunities and best practices to increase organizational efficiencies relative to enterprise address validation.
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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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Banking: Differentiate Through Service Excellence with SAP CRM – Optimizing Customer Satisfaction, Efficiency, and Profit
Sponsored by: SAP America, Inc.Read this paper to learn how SAP for Banking solutions, which encompass the SAP® CRM application, encourage agility and customer centricity in today’s demanding market. By seamlessly connecting front- and back-office tasks, they can provide a superior customer experience and stronger top-line growth.
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Advanced Case Management for Smarter Government
Sponsored by: IBMCase management is an area in which many government agencies can benefit by using new tools and approaches. By reading this White Paper, learn how to unify information, processes and people to provide better, faster services and programs.
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Performance Management and Business Intelligence: A Power Combination
Sponsored by: BeyeNETWORKSince the beginning of the industrial age, company leaders and managers have sought to predict, plan, and control company performance. This recent research conducted by DecisionPath Consulting examines the adoption of BPM and BI to drive performance and profits.
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IT Connects Customers to Brands
Sponsored by: Cisco Systems, Inc.Paul Gillin, author of three social media marketing books, reveals how CIOs are becoming the designated guardians of intellectual property. As the use of social media tools grows, Gillen recommends how a CIO can stay in front of the widespread access and create enhanced customer experiences.
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Integrated vs. Unified: Five Reasons Why Contact Centers Must Get Unified
Sponsored by: AspectThis paper presents the main differences between integrated and unified contact centers, and gives five reasons why it is imperative for contact centers to adapt a unified solution. Read on to learn how adopting such a solution can increase productivity, decrease costs, and enhance the customer experience, thereby increasing customer loyalty.
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Seven Things to Consider When Developing a Unified Communications (UC) Strategy
Sponsored by: AspectUC can increase revenue and enhance customer relationships all while reducing costs, but developing a UC strategy can seem like a daunting task. In light of this, this paper outlines 7 things organizations should consider as they begin to develop a UC strategy. Read on to learn some helpful hints and strategies to ensure a successful UC deployment.
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Making the Back Office Pay: Measuring and Increasing Productivity while Reducing Costs
Sponsored by: AspectUnderstanding how to manage many different types of back-office tasks in the most consistent and efficient manner is a perplexing challenge. This paper will describe how automated workforce optimization is the solution. Continue reading to learn how to improve the customer experience while decreasing required staffing through predictive modeling.
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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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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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Information is King: Business Analytics in the Age of the Downturn and the (Re)Emergence of the Customer
Sponsored by: SASBusinessWeek Research Services (BWRS) launched a research program in April 2009 to determine the attitudes and opinions of C-level executives with regard to the use and value of business analytics. This paper reviews a portion of the research and provides analysis and insights on the topic of business analytics.
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Maximizing Smartphone Value: Standardize and Simplify
Sponsored by: BlackBerryIn this white paper, learn how your midsize organization can build a comprehensive mobile strategy and stay head of the competition.
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Achieving Measurable Gains by Automating Claims Processing
Sponsored by: Kofax, Inc.This white paper identifies seven levels of claims automation and provides a roadmap that can be followed to enhance claims processing for insurance companies worldwide.
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Borderless Network Access
Sponsored by: Cisco Systems, Inc.Borderless Networks, a Cisco® next-generation architecture for agile delivery of services and applications, delivers a new workspace experience, connecting anyone, anywhere, using any device, to any resource: securely, reliably, and seamlessly. Read this paper to learn more about the Cisco Borderless Networks architecture.
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Insurance: Converging Customers, Cost Management and Compliance
Sponsored by: Kofax, Inc.Through a case study with Pan-American, this white paper examines how insurers can generate measurable progress toward these goals by treating document driven business process automation as a strategic initiative at the C-level.
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The End User Experience: The Working End User
Sponsored by: Intel Technology ProviderThis presentation transcript will discuss the End User. Ultimately, all of us are trying to look after are our end users. It does not matter whether we are the supplier or the customer that is receiving goods. We are all end users in this world, and what we are trying to do is to look at the end user and actually think about how they work today.
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Optimize Customer Experience to Achieve Competitive Advantage
Sponsored by: WiproOutsourcing Center and Wipro performed a survey that aimed to gauge how banking institutions are doing with their customer experience initiatives. While not a complete picture of how these financial institutions are progressing with their customer experience efforts, survey results point to some general trends and beliefs in this important area.
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Dell Deployment Design and Implementation
Sponsored by: Dell, Inc. and Microsoft Windows 7The Dell Project and Program Management approach enables the alignment of all elements of a client deployment. This standardized and easy-to-understand framework can be tailored as necessary to complement and integrate with existing customer processes.
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Agile Development eKit
Sponsored by: IBMLearn how agile development can lead to improved team efficiency, shorter development cycles, and higher quality software that is better suited to the customer's needs.
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Introduction to Microsoft Dynamics CRM Online
Sponsored by: MicrosoftThis webcast, with an introduction from Steve Ballmer, Microsoft CEO, examines the importance of CRM software has on a company’s bottom line.
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Grow Your Business with Microsoft Dynamics CRM
Sponsored by: MicrosoftView this webcast to see how that Microsoft Dynamics CRM 4.0 gives you the capability to easily create and maintain a clear view of customers from first contact through purchase and post sales.
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Mobility Enables True Unified Communications
Sponsored by: NEC CorporationRead this white paper to learn how deploying unified communications (UC) in conjunction with a mobility solution can increase employee productivity and improve customer service by enabling workers and groups to more easily collaborate from disparate locations.
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E-Book: How to Lose Customers in Five Easy Steps
Sponsored by: SASThis paper presents the five most common practices that result in losing the customer and how to avoid those pitfalls. You'll also learn how smarter customer interactions and more customer-centric measures can help you deepen and grow relationships with your most valuable customers.
