Are Public Sector organisations embracing collaboration to provide more Seamless Service for the 24/7 citizen?
sponsored by Aspect
WHITE PAPER:
Modern contact centers are faced with customer demands for consistent, 24/7 service and support - even the public sector. This in-depth survey report delves into the challenges that public sector contact centers face, highlights the key trends that will affect customer interaction, and investigates the success rates of cost-savings initiatives.
Posted: 23 May 2013 | Published: 23 May 2013
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How to Send Zillions of Emails a Day
sponsored by Message Systems
WHITE PAPER:
Many organizations send out millions of emails each day, but unless you manage your email efforts correctly, you might be draining resources and frustrating your customer base. This white paper counts down four tips to help you get it right.
Posted: 08 May 2013 | Published: 31 Dec 2012
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Customer Engagement in a Mobile World
sponsored by Message Systems
WHITE PAPER:
This comprehensive white paper explores the state of customer-business interaction today, and outlines the capabilities and features of a "customer communication hub" – a way to unify customer interaction across a variety of modern channels, including social media and mobile.
Posted: 06 May 2013 | Published: 31 Dec 2012
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Five Success Factors for CMS/Digital Marketing Success: the It Management Perspective
sponsored by SiteCore
WHITE PAPER:
This resource counts down five IT-specific tips that will help you ensure your content management system (CMS) project is a success, allowing your organization to deliver a high-quality, dependable, and consistent user experience.
Posted: 03 May 2013 | Published: 31 Dec 2011
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Top Six Strategies for CMS/Digital Marketing Success: The Developers Perspective
sponsored by SiteCore
WHITE PAPER:
This resource counts down six strategic guidelines that will help you plan a dependable and developer-friendly content management system (CMS) project and deliver a consistent, high-quality user experience.
Posted: 03 May 2013 | Published: 31 Dec 2011
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Architected for Personalization: How Sitecore's coupled architecture enables individualized web experiences
sponsored by SiteCore
WHITE PAPER:
This resource examines the crucial role that content management systems (CMSs) play in delivering a personalized customer experience, and outlines key factors that your organization should consider in order to make the CMS selection process a success.
Posted: 02 May 2013 | Published: 31 Dec 2012
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CMS selection drives customer experience: A guide for marketers & developers
sponsored by SiteCore
WHITE PAPER:
Content management systems (CMSs) now play a critical role in delivering an excellent customer experience. This resource highlights the key criteria you should consider when selecting a CMS to ensure interoperability with the rest of your customer experience management tools.
Posted: 02 May 2013 | Published: 02 May 2013
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Infor Epiphany Social Commerce Solutions
sponsored by Infor
WHITE PAPER:
This white paper introduces a software suite that can help you gain deeper customer insights from social media data, resulting in more successful marketing campaigns and customer relationships. Learn how this technology can help you achieve five main components of a successful CRM initiative.
Posted: 01 May 2013 | Published: 31 Dec 2012
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CRM and Social Media
sponsored by Infor
WHITE PAPER:
Leveraging social media as part of your marketing strategy has obvious benefits, but you need the right strategy to experience all of them! This helpful resource answers questions about the why and how of social CRM, and offers five key guidelines for an effective social media strategy.
Posted: 01 May 2013 | Published: 31 Dec 2012
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Facebook’s Best Kept Secret: Building Conversions and Revenue with Ads for Fans
sponsored by WebTrends
WHITE PAPER:
With over 800 million Facebook users to potentially see your message, you need to capitalize on the marketing opportunity that Facebook ads presents. Read this white paper to better understand targeted ads for fans, and for advice on creating a strategy for successfully driving traffic, tracking campaign activity, and increasing conversions.
Posted: 12 Apr 2013 | Published: 12 Apr 2013
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Taking Control with Marketing Optimization
sponsored by WebTrends
WHITE PAPER:
Customers today are asking for an engaging, personalized web experience that pulls them in, and your business needs to deliver. Access this white paper to discover the business case for creating personalized web experiences, and discover how marketers are listening to consumers in order to optimize digital marketing strategies.
Posted: 12 Apr 2013 | Published: 12 Apr 2013
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Nine Real-World Results from Testing and Targeting
sponsored by WebTrends
WHITE PAPER:
In today's wired world, you must make sure your website is optimized for optimal ROI and sales. Check out this white paper to learn about the business case of web site optimization, and learn from nine brief success stories of businesses across all sectors.
Posted: 12 Apr 2013 | Published: 12 Apr 2013
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Anticipate, engage and deliver exceptional web experiences
sponsored by IBM
WHITE PAPER:
View this white paper to learn more about how social business is growing. It is becoming a major component of business strategies and reflects the way businesses manage both customers and information. Learn how you can help your customers and employees with better social business by reading this resource now.
Posted: 09 Apr 2013 | Published: 09 Apr 2013
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Sales Executive Strategy Brief
sponsored by Oracle Corporation
WHITE PAPER:
In this executive strategy brief, we will explore customer experiences throughout the selling process, how sales must adapt in the age of the customer, and ways to improve sales performance that will positively impact the customer experience.
Posted: 03 Apr 2013 | Published: 25 Aug 2012
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Seven Contact Center Trends You Can't Ignore
sponsored by Siemens Enterprise Communications
WHITE PAPER:
For customer service contact centers, it's critical to stay on top of the latest in technology and practices in order to provide your customers with the experience they expect. Check our this easy to read resource to discover 7 trends in contact center strategy, so that you can prepare your organization for what's to come
Posted: 29 Mar 2013 | Published: 31 Jan 2013
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Mobile And Big Data Transform Business With Right Time Experiences by LOPEZ Research
sponsored by SAP America, Inc.
WHITE PAPER:
Customer and employee demands are changing rapidly because of the widespread adoption of mobile technologies. As adoption continues to grow, businesses need to develop an approach to the bring your own device (BYOD) trend. View this resource to learn more about the explosion of big data and how your business can manage the information.
Posted: 29 Mar 2013 | Published: 29 Mar 2013
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Top Five Contact Center Trends for 2013
sponsored by Avaya
WHITE PAPER:
This resource offers five key trends that are reshaping customer experience management. Discover how successfully tap into these trends will give you the competitive advantage over those who fail to adapt to this rapid change.
Posted: 21 Mar 2013 | Published: 21 Mar 2013
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Why Your Current Service Desk is Failing Your Business, and What to Do About It
sponsored by CA Technologies.
WHITE PAPER:
Outdated service management platforms are a problem for many businesses, as they result in an excess of costs and complexity. In today's business environment, a service desk update may be in order, and this resource outlines the requirements for a successful platform, along with questions to ask before making a purchase decision.
Posted: 21 Mar 2013 | Published: 30 Sep 2012
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Aberdeen Analyst Insight - Social Media & Customer Service: From Listening to Engagement
sponsored by SAP America, Inc.
WHITE PAPER:
Despite the growing popularity of social media among consumers, many customer service companies are still not harnessing the full potential of social channels. Read this insightful report to learn key trends in the use of social media for customer service and discover best practices for integrating social channels with CEM.
Posted: 20 Mar 2013 | Published: 31 Oct 2012
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Aberdeen Agent Desktop Optimization: Agents Can Finally Focus on the Customer whitepaper
sponsored by SAP America, Inc.
WHITE PAPER:
In the context of the contact center, being able to provide agents with insights needed to support and engage customers is critical to deliver a positive customer experience. And agent desktop optimization (ADO) initiatives help contact centers accomplish this objective by empowering agents. Continue on for insights.
Posted: 20 Mar 2013 | Published: 31 Oct 2012
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Using Analytics to Drive Better Communications- Link Customer Preferences and Behavior with Business Solutions and Document Requirements to Deliver Messaging that Fits
sponsored by Pitney Bowes Group 1 Software
WHITE PAPER:
This whitepaper will help you understand how analytics can be used to drive better communications for your business. Learn about the state of communications today, its challenges, and opportunities you can take advantage of to enhance your communications.
Posted: 18 Mar 2013 | Published: 31 Dec 2012
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Using Case Management to Empower Employees and transform Customer Service
sponsored by Kofax, Inc.
WHITE PAPER:
Businesses struggling to improve their customer service are failing to recognise the role and consider the needs of their own employees. This paper shows how successful customer service organisations have transformed customer service by empowering their employees with dynamic case management applications.
Posted: 22 Feb 2013 | Published: 22 Feb 2013
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SharePoint Test Pilot Program
sponsored by Kroll Ontrack, Inc.
WHITE PAPER:
This short white paper reveals how your organization can set up a test environment of a SharePoint system with just a few pilot groups or departments.
Posted: 18 Feb 2013 | Published: 18 Feb 2013
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The Business of Social Business
sponsored by IBM
WHITE PAPER:
Access this in-depth resource to explore a study based on the responses of more than 1,100 individuals and interviews with more than two dozen executives from leading organizations. Discover how organizations are leveraging new social approaches to create valued customer experiences, increase workforce productivity and effectiveness, and more.
Posted: 04 Feb 2013 | Published: 30 Nov 2012
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‘A Little Extra Service’ Raises Customer Satisfaction and Lowers Costs
sponsored by Oracle Corporation UK Ltd
WHITE PAPER:
Customers today hate calling representatives on the phone - they want answers fast, online, and easy to access. Check out this white paper to learn how your company can go the extra mile in CRM to drive customer satisfaction and save money with initiatives in web self-service, live chat, email management, and more.
Posted: 17 Apr 2013 | Published: 17 Apr 2013
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