Customer Support Software Research
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Supporting a Multichannel Contact Center
Sponsored by: TechTarget Customer ExperienceConsult this expert e-guide to uncover how you can provide customer support across multiple communication channels. Assisting customers efficiently is imperative to the reputation of your business. This e-guide covers best practices for managing multiple channels, so you can prepare for communication from every angle.
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CRM Initiatives for Improved Customer Experience
Sponsored by: TechTarget Customer ExperienceUsually when deciding between CRM platforms businesses focused on the deployment method: cloud vs. on-premise. However, as bolstering the customer experience grows in importance, savvy companies are focusing their attention of the features the platform has to offer. Read on to learn which features should be considered in your buying decision.
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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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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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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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Mobile Devices Reshaping the Customer Experience: Learn how a mobility strategy can drive innovation and add a competitive edge to your contact center
Sponsored by: AvayaThis resource details the opportunities that mobility presents for contact centers, and offers guidance to help you weave these opportunities into a strategy that empowers you to capitalize on mobile benefits and sharpen your competitive edge.
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Case Study: US Airways
Sponsored by: Message SystemsIn this case study, find out how US Airways maintained high levels of customer satisfaction with an automated messaging system.
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Infor Epiphany Brochure
Sponsored by: InforThis helpful resource introduces one CRM tool that allows you to optimize your customer interactions across all communication channels and glean deeper insight into your customer base. Read on to learn about the specific benefits this technology offers businesses across all sectors.
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Agile, Secure, Reliable: World Class Customer Service in the Cloud
Sponsored by: Oracle Corporation UK LtdDelivering top-notch service on a budget and tight deadlines is a challenge for even the most successful organizations, so many companies are moving to the cloud for CRM initiatives. Check out this informative e-book from Oracle to discover the business benefits and IT advantages of CRM in the cloud, a platform for implementation, and more.
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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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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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9 Critical Capabilities to Demand From Your IVR Cloud Hosting Provider
Sponsored by: VoxeoThis brief white paper covers 9 critical capabilities to demand from your interactive voice response (IVR) cloud hosting provider.
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UCB Gains Efficiencies and Realizes Lower TCO with CallCopy Call Recording
Sponsored by: NACRUncover why a implementing a CallCopy recording solution that is easy to use, search, update, support and maintain can offer a lower TCO than other solutions, as well as fulfilling all your call recording needs.
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Implementing Web Chat: How to Launch, Staff, and Monitor
Sponsored by: Citrix Online- GoToAssistRead this white paper to learn more about why you should implement web chat into your current customer support operations.
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LEVERAGING LIVE CHAT TO ACHIEVE HIGH FCR RATES
Sponsored by: NTR GlobalTo minimize downtime caused by technical failures and end-user problems, organizations can implement rapid resolution processes. Access this white paper to learn how you can leverage live chat to significantly improve customer support efficiency.
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Six Solutions for What's Keeping Executives Up at Night
Sponsored by: Citrix Online- GoToAssistThis comprehensive white paper highlights six solutions to the issues support executives face on a daily basis.
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Integrated System Management and Support
Sponsored by: Oracle CorporationIn the typical IT environment, organizations operate in a divided world of systems management and support. IT departments often treat these two fundamental areas as distinct silos causing gaps for IT employees, who spend too much time and manual effort resolving system problems. This creates both higher risks and higher costs for IT.
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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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Experian expands revenue opportunities by developing global market insight tools
Sponsored by: Alteryx, Inc.Experian needed to enhance its consumer insight and market analysis tool, Micromarketer, to give customers a more powerful and flexible engine. Experian leveraged Alteryx data- and country-neutral core technology to redevelop its Micromarketer product. The result was a new release named Micromarketer Generation 3 (G3).
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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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The Best Best Practice Guide: Benchmarking for Service Desk Success
Sponsored by: GoToAssistBenchmarking is a critical process for any Service Desk that wants to gauge the quality of their service delivery. Too often, however, desks are overly concerned with industry benchmarks and hitting industry standards for call waiting times, resolution time and the perennial cost per email. Download the SDI best practices guide to learn more!
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BLS Telecom Improves Customer Support Management with Sugar Professional
Sponsored by: SugarCRMThis case study discusses how in order to fight delayed resolutions of customer support issues, inefficient workflow management and decentralized data, BLS Telecom switched to Sugar Professional. Continue reading to learn how, with Sugar Professional, BLS telecom improved customer support management.
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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.
