Customer Interaction Services Multimedia

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Jun 19, 2013

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Customer Interaction Services
ALSO CALLED: CIS, Customer Relations DEFINITION: Collaborative browsing (also known as co-browsing) is a software-enabled technique that allows someone in an enterprise contact center to interact with a customer by using the customer's Web browser to show them something. For example, a B2B customer having difficulty placing an order could call a customer service representative who could then show the customer how to use the ordering pages as though … Definition continues below.
Customer Interaction Services Multimedia (View All Report Types)
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Webinar: Why BPO American Support Chose a Cloud Contact Center sponsored by Five9 VIRTUAL SEMINAR: In this in-depth webcast, discover the top seven reasons why American Support, a leading outsourced contact center company, chose the cloud for their contact center and explore the benefits they currently experience from this strategy. Also, learn the most important questions to ask a cloud provider when looking into cloud technology. Posted: 18 Jun 2013 \| Premiered: 11 Jun 2013 TOPICS: Call Center Services \| Call Center Software \| Call Centers \| Cloud Computing \| Cloud CRM \| Contact Center Services \| Contact Center Software \| Contact Centers \| Customer Interaction Services \| Customer Satisfaction \| Customer Service

How Your Hosting Provider Can Influence the Quality of Your User Experience sponsored by Macquarie Telecom Pty Limited WEBCAST: This webinar will explain in detail the types of questions that should be asked and the latest technologies that can be employed to maximize your online performance for your users. Whether your brand is critical, you make money online, or have to comply with PCI standards, the success of your business depends heavily on choosing the right hoster. Posted: 24 May 2013 \| Premiered: May 23, 2013 TOPICS: Customer Interaction Services \| Customer Satisfaction \| Customer Service \| eCommerce \| Web Content Management \| Web Development \| Web Hosting

Keep the Lights on with SAP Mobile Solutions sponsored by SAP America, Inc. WEBCAST: In this brief webcast, get a first-hand look at how SAP mobile technologies can benefit utility providers, not only just in managing and servicing mission-critical assets, but in the way you interact with customers. Posted: 06 May 2013 \| Premiered: May 6, 2013 TOPICS: CRM \| Customer Interaction Services \| Customer Service \| Mobile CRM \| Network Management \| SAP (Product)

Video: Evolving to Social Intelligence sponsored by Hewlett-Packard Company VIDEO: This brief video offers insight into how traditional CRM and traditional intelligence prototype customers based on transactions, but leave out the important aspect of social intelligence. Find out how connecting social and enterprise intelligence will give you a more complete view of the customer. Posted: 02 Apr 2013 \| Premiered: 02 Apr 2013 TOPICS: CRM \| CRM Analytics \| CRM Best Practices \| Customer Data Management \| Customer Interaction Services \| Customer Loyalty \| Social Computing \| Social Networking \| Web 2.0

How Smart Insurance Carriers are Turning Information Complexity into a Distinct Competitive Advantage sponsored by Kofax, Inc. WEBCAST: This comprehensive webcast explores how advanced information capture and case management capabilities can address new market demands and create better engagements throughout the customer lifecycle. Posted: 05 Mar 2013 \| Premiered: Mar 5, 2013 TOPICS: Business Process Management \| Business Process Modeling \| Business Processes \| CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Customer Support Software

Webinar - Customer Engagement in 2013; The Mobile and Web Data Acquisition Imperative sponsored by Kofax, Inc. WEBCAST: Access this in-depth webinar to learn the current customer engagement industry trends, customer requirements, and goals of those in the insurance sector.Continue on to explore the business drivers and strategic responses surrounding the top ten technology initiatives for insurance. Posted: 05 Mar 2013 \| Premiered: Nov 28, 2012 TOPICS: Cloud Computing \| CRM \| CRM Analytics \| Customer Interaction Services \| Customer Satisfaction \| Data Analytics \| Data Mining \| Mobile CRM \| Web 2.0

Oracle Customer Experience: The Communication Experience sponsored by Oracle Corporation UK Ltd VIDEO: In this brief video, discover how utilizing the right technology innovations can enable you to drastically improve the customer experience, foster loyalty, and ultimately grow your brand. Watch now to find out the advantages of using innovative technologies like mobile applications, loyalty points, and automated email reminders. Posted: 20 Dec 2012 \| Premiered: 20 Dec 2012 TOPICS: Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Self-Service \| Customer Service \| Customer Service Best Practices

Why Deliver Customer Service through the Cloud? sponsored by Oracle Corporation UK Ltd WEBCAST: 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. Posted: 20 Dec 2012 \| Premiered: Dec 20, 2012 TOPICS: Cloud CRM \| Customer Data Integration \| Customer Data Management \| Customer Interaction Services \| Customer Loyalty \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Oracle (Product)

Oracle Customer Experience: The Public Sector Experience sponsored by Oracle Corporation UK Ltd VIDEO: This brief video outlines how the right technology can enable the public sector industry to greatly enhance their customer experience and foster loyalty. Watch now to find out the advantages of using innovative technologies like mobile applications, live-chat capabilities, and automated email reminders. Posted: 20 Dec 2012 \| Premiered: 20 Dec 2012 TOPICS: Customer Interaction Services \| Customer Loyalty \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Customer Support Software \| Public Sector

The Business Value of CX: Customer Service in the Cloud sponsored by Oracle Corporation UK Ltd WEBCAST: 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. Posted: 20 Dec 2012 \| Premiered: Dec 20, 2012 TOPICS: Cloud Computing \| Cloud CRM \| Cloud Management \| Customer Data Integration \| Customer Data Management \| Customer Interaction Services \| Customer Profiles \| Customer Retention \| Customer Satisfaction \| Customer Service

The Business Value of CX: Attracting New Customers sponsored by Oracle Corporation UK Ltd VIDEO: You depend on customers to drive business growth.The key to retaining customers and attracting new ones resides in your ability to understand your customer's wants and deliver a personalized experience that meets – and preferably exceeds – their expectations. Watch this video to learn more on how to deliver a superior customer experience. Posted: 19 Dec 2012 \| Premiered: 19 Dec 2012 TOPICS: CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Customer Support Software

The Business Value of CX: Deliver a Great Customer Experience sponsored by Oracle Corporation UK Ltd VIDEO: 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. Posted: 19 Dec 2012 \| Premiered: 19 Dec 2012 TOPICS: CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Self-Service \| Customer Service \| Customer Service Best Practices

Customer Experience: Empower Your Agents sponsored by Oracle Corporation UK Ltd VIDEO: 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. Posted: 19 Dec 2012 \| Premiered: 19 Dec 2012 TOPICS: CRM \| CRM Best Practices \| CRM Software \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Self-Service \| Customer Service \| Customer Service Best Practices \| Customer Support Software

The Business Value of CX: Keeping Your Customers sponsored by Oracle Corporation UK Ltd VIDEO: Providing personalized, seamless, and consistent service and support during customer interactions can be a major competitive differentiator. But how can you make your customer experience strategies sustainable? Watch this video to uncover quick tips for delivering exceptional customer experiences. Posted: 19 Dec 2012 \| Premiered: 19 Dec 2012 TOPICS: CRM \| CRM Analytics \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices

Navigating the Next Five Years of Customer Service sponsored by Oracle Corporation UK Ltd WEBCAST: 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. Posted: 17 Dec 2012 \| Premiered: Jun 30, 2012 TOPICS: CRM \| CRM Analytics \| CRM Best Practices \| CRM Services \| Customer Data Integration \| Customer Data Management \| Customer Interaction Services \| Customer Loyalty \| Customer Profiles \| Customer Satisfaction \| Customer Self-Service \| Customer Service

Sprint Becomes More Efficient When Customers Go Online sponsored by Oracle Corporation UK Ltd WEBCAST: Watch this webcast to learn why Sprint chose one platform to help them encourage customer self-service and drive customers from call centers to the website. Posted: 17 Dec 2012 \| Premiered: Dec 17, 2012 TOPICS: Call Center Management \| Customer Data Integration \| Customer Data Management \| Customer Interaction Services \| Customer Loyalty \| Customer Profiles \| Customer Retention \| Customer Satisfaction \| Customer Self-Service \| Customer Service

Chico's FAS Delivers with Oracle ATG Commerce sponsored by Oracle Corporation UK Ltd WEBCAST: Watch this webcast to learn how Chico's FAS chose one web commerce application platform to improve its customer experience management (CEM), serve the multi-channel social and mobile shopper, and create real, personalized engagement. Posted: 17 Dec 2012 \| Premiered: Dec 17, 2012 TOPICS: Brand Loyalty \| Business Intelligence \| Customer Data Integration \| Customer Data Management \| Customer Interaction Services \| Customer Loyalty \| Customer Profiles \| Customer Retention \| Customer Satisfaction \| Data Analytics

Creating Business Value Through Customer Experience sponsored by Oracle Corporation UK Ltd WEBCAST: In this webcast, Brian J. Curran, VP of Customer Experience Strategy for Oracle, explains the business value of effective customer experience management and offers strategies and methodologies for getting started. Posted: 13 Dec 2012 \| Premiered: Dec 13, 2012 TOPICS: Brand Loyalty \| Customer Data Integration \| Customer Data Management \| Customer Interaction Services \| Customer Loyalty \| Customer Profiles \| Customer Retention \| Customer Satisfaction \| Customer Service

Oracle Customer Experience: The Financial Services Experience sponsored by Oracle Corporation UK Ltd WEBCAST: A great customer experience can make all the difference for businesses looking to stay competitive and draw and retain consumers. Watch this webcast for a customer case about choosing a credit card with the Ashcroft Financial Group. Posted: 13 Dec 2012 \| Premiered: Dec 13, 2012 TOPICS: Brand Loyalty \| Customer Data Integration \| Customer Data Management \| Customer Interaction Services \| Customer Loyalty \| Customer Privacy \| Customer Retention \| Customer Satisfaction \| Customer Service

Oracle Customer Experience: The Retail Experience sponsored by Oracle Corporation UK Ltd WEBCAST: Creating an individualized, consistent customer experieicne is paramount for today's businesses. In this webcast, learn how Winston Furnishings used customer experience management (CEM) technology to customize their customers' experience when shopping for furniture on the web. Posted: 13 Dec 2012 \| Premiered: Dec 13, 2012 TOPICS: Brand Loyalty \| Customer Data Integration \| Customer Data Management \| Customer Interaction Services \| Customer Loyalty \| Customer Profiles \| Customer Retention \| Customer Satisfaction \| Customer Service

InfoSphere MDM Solution for Product Information Management sponsored by IBM VIDEO: Watch this short video and learn how leading retailers, distributors and manufacturers leverage IBM InfoSphere Product Information Management solutions to boost supply chain productivity and deliver an optimal customer purchase experience. Posted: 15 Nov 2011 \| Premiered: 15 Nov 2011 TOPICS: Business Process Management \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service Best Practices \| Product Management \| Supply Chain Management

Making the IVR Work for You and Your Customers with Self Service Differentiation sponsored by inContact VIDEO: This webcast covers the potential of interactive voice recognition (IVR) technology to power service differentiation and improve customer relations. Posted: 11 Aug 2011 \| Premiered: 11 Aug 2011 TOPICS: Contact Center Management \| Contact Center Services \| Contact Center Software \| CRM \| Customer Interaction Services \| Customer Loyalty \| IVR

Global Information Management sponsored by SDL Web Content Management Solutions Division VIDEO: View this Video to find out how SDL Technologies can help you business be available around the world through global content management and language translation. Posted: 14 Apr 2011 \| Premiered: 14 Apr 2011 TOPICS: Content Management \| Content Management Services \| Customer Interaction Services \| Documentation \| eCommerce \| Globalization \| Information Management

Case Study: Mandarin Oriental sponsored by SDL Web Content Management Solutions Division VIDEO: This Video from SDL takes a look at the ways in which up-scale hotel conglomerate, Mandarin Oriental, has implemented SDL web content management solutions to help expand their business around the world. Watch this video today to learn more. Posted: 11 Apr 2011 \| Premiered: 11 Apr 2011 TOPICS: Customer Data Management \| Customer Interaction Services \| Customer Satisfaction \| Customer Self-Service \| Customer Service Best Practices \| Web Content Management

IT Connects Customers to Brands sponsored by Cisco Systems, Inc. VIDEO: 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. Posted: 16 Aug 2010 \| Premiered: 16 Aug 2010 TOPICS: Blogs \| CIOs \| Customer Interaction Services \| Customer Service \| Security \| Social Networking \| Virtual Communities

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CUSTOMER INTERACTION SERVICES DEFINITION (continued): … Collaborative browsing (also known as co-browsing) is a software-enabled technique that allows someone in an enterprise contact center to interact with a customer by using the customer's Web browser to show them something. For example, a B2B customer having difficulty placing an order could call a customer service representative who could then show the customer how to use the ordering pages as though the customer were using their own mouse and keyboard. Collaborative browsing can include e-mail, fax, regular telephone, and Internet phone contact as part of an interaction. Effectively, collaborative browsing allows a company and a customer to "be on the same page."

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