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Why Customer ‘Satisfaction’ is No Longer Good Enough by Oracle Corporation UK Ltd
November 27, 2012 - (Free Research)
This white paper presents the findings of a survey by Oracle to see how European shoppers currently feel about their experiences with businesses. It reveals consumer preferences in terms of communicating with brands, issue resolution, the impact of poor customer service and what makes the ideal customer experience (CX).
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The Era of Impatience – Clock Ticking on Paying Lip Service to Customer Experience by Oracle Corporation UK Ltd
December 17, 2012 - (Free Research)
Providing an exceptional customer experience is more important than ever before, but many organizations current customer service practices fail to meet customer's expectations. Read this paper to learn 6 simple ways to enhance your service and support strategies in order to provide a better overall customer experience.
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Customer Experiences that Engage and Convert by Oracle Corporation UK Ltd
February 29, 2012 - (Free Research)
A 2012 Customer Experience Trends survey found that cross-channel inconsistency was consumers #1 complaint of businesses today. Read this paper to learn what 4 components are crucial to delivering a consistent customer experience and uncover strategies for integrating them into your business's customer service and support processes.
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Live Help: Global Consumer Views & Trends Live Voice and Live Chat by Art Technology Group (ATG)
June 07, 2010 - (Free Research)
This report presents the results of a global survey commissioned by ATG that reveal that consumers want more than just a phone number or e-mail address when it comes to online customer service. Continue reading this report to learn more about the consumer views and trends of voice and live chat.
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The Social Business: Advent of a new age by IBM
February 16, 2011 - (Free Research)
This paper outlines the why organizations need to become social businesses today. Read on to learn how your business can become social through crafting the right blueprint relying on networks, social and real-time collaboration, mobility and integration, how to deepen your customer relationships and the benefits associated with it, and much more.
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Client Case Study: Bouyges Telecom by IBM
July 28, 2011 - (Free Research)
In 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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Social Media and Customer Service by Pegasystems
May 11, 2011 - (Free Research)
One of the biggest issues for companies is creating effective customer services processes. What if social media could help the problem?
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Transform the Customer Experience with Pega CRM by Pegasystems
May 11, 2011 - (Free Research)
For years, companies have tried to serve customers in a way that would lead to brand loyalty. While traditional CRM systems have failed to deliver, a new approach might be just what companies need.
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Social Customer Service: The Pivotal Driver of the Social Enterprise by LiveOps
July 06, 2012 - (Free Research)
Read this paper to see how you can maximize your customer relationship management efforts through social customer service and foster brand loyalty, higher customer lifetime value, enhanced customer experience, and higher revenues.
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Why Deliver Customer Service through the Cloud? by Oracle Corporation UK Ltd
December 20, 2012 - (Free Research)
Watch this webcast to learn the advantage of cloud-based customer service delivery, including rapid implementation, an instant return-on-investment, flexibility and easy upgrades, capabilities to handle a mobile workforce, optimal security, and the ability to focus your resources on high-value tasks.
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Deploying Customer Service in the Cloud by Oracle Corporation UK Ltd
November 30, 2012 - (Free Research)
Read this white paper for best practices in deploying customer service in the cloud. Learn how to successfully implement, consolidate, optimize, and transform your customer experience management strategy and sustain a long-term competitive advantage.
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Navigating the Next Five Years of Customer Service by Oracle Corporation UK Ltd
June 30, 2012 - (Free Research)
Watch this webcast to learn why customer experience management is critical to a company's success, and customer service is the cornerstone of that strategy.
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Deliver Extraordinary Customer Service by Oracle Corporation UK Ltd
December 17, 2012 - (Free Research)
Exceptional customer service starts with providing a great customer experience – but meeting the demands and expectations of today's consumers is harder than ever before. Read on to learn how the right customer relationship management technology can help and learn 6 practical ways to significantly enhance your customer service strategies.
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Oracle Cloud Customer Service and Support: Great Experiences by Oracle Corporation UK Ltd
December 14, 2012 - (Free Research)
View this brief video for great customer service strategies that allow your customers to connect with service resources whenever and wherever they need. Also, discover how to get deeper insight into your clients' history and interactions with your business and services.
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Deploying Customer Service in the Cloud by Oracle Corporation UK Ltd
November 30, 2012 - (Free Research)
This white paper offers best practices for successfully deploying and implementing cloud technology into your customer experience management strategy. Access tips for advancing through the four phases in the cloud deployment process from implementation to transformation.
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Customer Experience: Empower Your Agents by Oracle Corporation UK Ltd
December 19, 2012 - (Free Research)
View this brief video to learn what your business's customer service and support systems should look like. Watch this on-demand video now to find out why simplicity and ease-of-use is key to delivering the best possible customer interactions.
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Using Social to Improve Customer Experience by Oracle Corporation UK Ltd
October 31, 2011 - (Free Research)
Studies show that 4 out of 5 Americans are utilizing social networks, creating unique customer service optimization opportunities for your business. Have you embraced or avoided the social customer service revolution? Read this paper to learn more about how social media can greatly enhance your customer service and support initiatives.
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Customer Experience for Service: Oracle Commerce Solutions by Oracle Corporation UK Ltd
December 13, 2012 - (Free Research)
Phenomenal customer service has never been more critical. A 2011 CEI report shows that 89% of customers will stop doing business with a company after a single bad experience. Inside this resource, learn more about the role of customer service in delivering a great customer experience and find out what strategies market leaders are using.
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Deliver Extraordinary Customer Experience by Oracle Corporation UK Ltd
December 10, 2012 - (Free Research)
Exceptional customer service can be a major differentiator in today's market. However, with more communication channels than ever before, devising an effective strategy can be difficult. Inside this paper learn 6 tips for achieving stellar customer service and find out how the right CRM tool can help set you apart from the competition.
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Best Practices in the Call Center: A Customer Touch-Point Methodology by Oracle Corporation UK Ltd
October 10, 2012 - (Free Research)
One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions.
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The Business Value of CX: Customer Service in the Cloud by Oracle Corporation UK Ltd
December 20, 2012 - (Free Research)
This webcast explains that you don't have to move everything to the cloud, and that – in some cases – it's actually preferable to keep some things on premise. Learn how you can develop a hybrid approach and find an adaptable provider able to pull data from legacy systems to the cloud and vice versa.
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The Business Value of CX: Deliver a Great Customer Experience by Oracle Corporation UK Ltd
December 19, 2012 - (Free Research)
With products, services, even prices all looking the same in today's market, the only way you can set your business apart from the competition is through the type of customer experience you provide. Download this brief video to learn how to provide a customer experience that exceeds your consumers expectations.
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Customer Experience: Empowering People. Powering Brands. by Oracle Corporation UK Ltd
December 17, 2012 - (Free Research)
Research shows that 86% of customers will pay up to 25% more for a great customer experience, but only 1% report that their expectations are being met. Read this paper to learn about next-generation customer experience management technologies and strategies from Oracle that enable you to effectively connect, engage, and service your customers.
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