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Forging a CEM Strategy by SearchCRM

August 28, 2013 - (Free Research)
Shoppers 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. 
(EGUIDE) READ ABSTRACT |

Forging a CEM Strategy That Can Power Commerce by SearchCRM

April 22, 2014 - (Free Research)
With a seemingly exhaustive number of methods to communicate -- not to mention an expected $280 billion in U.S. e-commerce sales in 2015 -- contact center technology today requires a new approach. 
(EBOOK) READ ABSTRACT |

3-2-1 Contact the Call Center by SearchCRM

January 31, 2013 - (Free Research)
Contact centers can't live in the past. This three-part handbook offers insight into how contact centers can modernize an agent's tools to meet the demands and needs of customers whose mobile and social empowerment has put companies in the virtual hot seat. 
(WHITE PAPER) READ ABSTRACT |

Customer Experience Exchange E-Zine Issue 2 by SearchCRM

January 31, 2012 - (Free Research)
This second issue of Customer Experience Exchange highlights the contact center. Often an overlooked facet of customer relationship management (CRM), the contact center is usually the first way a customer reaches out to a company and thus should always be considered in CRM strategies. 
(EZINE)

How to Fine-Tune your Contact Center by SearchCRM

August 07, 2013 - (Free Research)
With 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. 
(EGUIDE) READ ABSTRACT |

Mobile apps reach the busy customer by SearchCRM

March 19, 2013 - (Free Research)
In this expert e-zine, discover two key areas of app development in today's mobile climate: delivering quality mobile customer service, and uniting front-end and back-end functionality. Also included is a case study of a mobile app that delivered user-oriented, ultra-simple service with outstanding results. 
(EZINE) READ ABSTRACT |

Business Value of Sterling Commerce Managed Services for B2B Integration by Sterling Commerce, An IBM Company

September 01, 2009 - (Free Research)
Increasing cost controls and unpredictable cost increases are leading many enterprises to rethink how they support their business-to-business (B2B) operations. As a result, many enterprises are choosing to outsource B2B integration by partnering with a managed services provider. 
(WHITE PAPER) READ ABSTRACT |

Let Customer Feedback Do the Driving by SPSS Inc. Worldwide Headquarters

May 31, 2007 - (Free Research)
As the second installment in The Customer Innovation Series, this paper describes why and how Enterprise Feedback Management (EFM) is a critical component in solving the problem of enhancing customer-driven innovation. 
(WHITE PAPER) READ ABSTRACT |

Who Are My Best Customers? by SPSS Inc. Worldwide Headquarters

February 20, 2009 - (Free Research)
Who are my best customers? If you manage sales, marketing, or customer service, you want an answer to that. That's because implementing successful strategies for every customer segment is critical to increasing business profits. This paper describes just a few of the ways that you can use analytics to better understand your customers. 
(WHITE PAPER) READ ABSTRACT |

Harnessing Social Media to Boost the Bottom Line by SearchCRM

August 29, 2013 - (Free Research)
Launching a social CRM strategy? It's a good idea, but be careful not to overdo it. Get the keys to effective social CRM. 
(EBOOK) READ ABSTRACT |

Customer Experience Exchange, Issue 7 by SearchCRM

November 13, 2012 - (Free Research)
This 3-article E-Zine offers analysis and advice for the CEM professional. In the featured article, Cameron Kittle reviews CEM technologies and shares the thoughts of industry observers who stress that a company should first know what it intends to do with its wired connection to customers. Continue on for this article and more. 
(EZINE) READ ABSTRACT |

What if? Unleashing the Potential of Digital Signage by Insight

December 21, 2012 - (Free Research)
In this presentation transcript, Principle Analyst Zeus Kerravala of ZK Research reveals the secrets of utilizing digital signage to its fullest potential. Learn the transformations this technology has gone through, where it's going, and how businesses have successfully leveraged its power. 
(PRESENTATION TRANSCRIPT) READ ABSTRACT |

CRM in Financial Services: Best practices, trends and strategy for the new economy by Pivotal CRM, a CDC Software solution

November 23, 2010 - (Free Research)
Find out how financial services companies are leveraging CRM technology and best practices to improve service and operational efficiency. Read this e-book to learn more. 
(EBOOK) READ ABSTRACT |

Finally, a Simple Way to Deploy a Customer Contact Center by Contactual (Now 8x8, Inc.)

February 11, 2010 - (Free Research)
The goal of customer interaction is to provide consistent and efficient service across all areas of customer contact channels. In this paper we examine two alternatives: building a contact center in-house versus using an online service such as Contactual OnDemand Contact Center to interact efficiently with customers. 
(WHITE PAPER) READ ABSTRACT |

Overhauling a Legacy Contact Center: Starting Steps by Five9

May 10, 2013 - (Free Research)
Overhauling legacy contact center technology is often costly and time-consuming, but it doesn't have to be. This expert e-guide offers advice on deciding when it's time to upgrade your contact center, making the business case for an overhaul, and important change management considerations. 
(EGUIDE) READ ABSTRACT |

Hosted Contact Center Market Report: DMG Consulting by LiveOps

March 28, 2011 - (Free Research)
Hosted contact center adoption is increasing rapidly. Solutions provide quick deployment, quantifiable ROI, scalability, ongoing investment protection, reduced maintenance burden and minimal cash outlays. DMG Consulting, a leading contact center firm, has just released this new report discussing key market trends, ROI benefits, and key players. 
(ANALYST REPORT) READ ABSTRACT |

A contact center manager's guide to integrating self-service by KANA (E-mail this company)

August 01, 2012 - (Free Research)
Leveraging 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. 
(EBOOK) READ ABSTRACT |

First Contact Resolution by Pegasystems

May 10, 2011 - (Free Research)
Contact 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. 
(EBOOK) READ ABSTRACT |

New Contact Center Megatrends and How to Ride them: The Contact Center Executive’s Guide to Career Success in Turbulent Times by eGain Communications Corp.

February 17, 2010 - (Free Research)
Megatrends are not fads; they won’t go away after a while. The trick is to embrace change and stay ahead of these trends instead of getting swept away. This paper discusses what the seven megatrends of transforming contact centers today. Read on to learn more about these trends and learn some proven ways of how to benefit from them. 
(WHITE PAPER) READ ABSTRACT |

The Hidden ROI of a Cloud-based Contact Center by Five9

January 31, 2013 - (Free Research)
Access this report from Aberdeen Group to examine some of the top business drivers for cloud-based contact centers. You'll also explore the benefits that the cloud offers contact centers, and how it improves customer experience over traditional call center deployments. 
(ANALYST REPORT) READ ABSTRACT |

7 Habits of Highly Effective Contact Centers and Help Desks by eGain Communications Corp.

February 17, 2010 - (Free Research)
In this paper, we discuss seven traits of successful contact centers and help desks, backed by stories and tips from our customers - some of the world’s most innovative customer service and support organizations. Read on to learn more about the seven habits that could set your contact center or help desk on the path to success and growth. 
(WHITE PAPER) READ ABSTRACT |

Six Best Practices for Agent Knowledge Management by KANA (E-mail this company)

June 21, 2012 - (Free Research)
Knowledge management can be a useful tool for improving the quality and efficiency of your contact center operations. This paper outlines a series of best practices to help you achieve maximum results from knowledge management within the contact center that will ultimately lead to better customer service, and higher revenues. 
(WHITE PAPER) READ ABSTRACT |

How Mobile Devices are Driving Innovations in Contact Centers by Avaya

October 29, 2012 - (Free Research)
Failing 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. 
(WHITE PAPER) READ ABSTRACT |

Genesys Global Consumer Survey - 2007 by Genesys

March 27, 2008 - (Free Research)
This survey highlights the importance of the contact center experience and the direct impact it can have on revenue and consumer loyalty, it also reveals some interesting trends in consumer expectations. 
(WHITE PAPER) READ ABSTRACT |

Customer Care in a Social World: Are We There Yet? by Oracle Corporation

March 01, 2012 - (Free Research)
This paper explores and explains why the contact center is a key strategic focal point for customer engagement via social channels. 
(WHITE PAPER) READ ABSTRACT |

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