Customer Interaction Services White Papers

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Feb 10, 2012

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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 White Papers (View All Report Types)
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The Effectiveness of Live Chat: A Research Study sponsored by LogMeIn, Inc. WHITE PAPER: Learn more about the effectiveness of and customer's thoughts about live chat technology from the results of this survey. Posted: 01 Feb 2012 \| Published: 01 Feb 2012 TOPICS: Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Customer Support Software \| Email \| Internet \| Internet Chat \| Internet Consumer Services

Protect Your Customer Base by Ensuring the Best Customer Experience sponsored by LogMeIn, Inc. WHITE PAPER: Access this whitepaper to learn more about the changing landscape for mobile devices and platforms, and how remote support can help improve customer service. Posted: 01 Feb 2012 \| Published: 01 Feb 2012 TOPICS: Collaboration \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Customer Support Software \| Mobile Device Management \| Smart Phones \| Tablet PC \| Telecommunications Networks \| Telecommunications Service Providers

How to retain customer loyalty in the competitive retail market sponsored by Infor CRM WHITE PAPER: Read this now to learn how single-view software could enhance your customer relationship interactions with more insightful data. Posted: 16 Jan 2012 \| Published: 16 Jan 2012 TOPICS: CRM \| CRM Analytics \| CRM Best Practices \| Customer Data Integration \| Customer Data Management \| Customer Interaction Services \| eCommerce \| Web 2.0 \| Web Content Management

Unlock the Value of Social Media Data sponsored by Hewlett-Packard Limited WHITE PAPER: Read this paper now to learn how you can implement social data practices into your current customer analytics program. Posted: 05 Jan 2012 \| Published: 05 Jan 2012 TOPICS: Business Intelligence \| Customer Data Integration \| Customer Data Management \| Customer Interaction Services \| Customer Retention \| Data Analytics \| Social Networking \| Web 2.0

Communication & collaboration in the Enterprise 2.0 world sponsored by Huddle WHITE PAPER: This informative paper describes enterprise 2.0, how you can make the leap from 1.0 to 2.0 as well as real-world examples of successfully engaging web content management. Posted: 01 Jan 2012 \| Published: 01 Jan 2012 TOPICS: Content Management \| Content Management Software \| Customer Interaction Services \| Enterprise Content Management \| Web 2.0 \| Web Content Management

How to Enhance Customer Interactions sponsored by Infor CRM WHITE PAPER: This white paper details tactics for improving your customer interaction efforts for more successful business. Posted: 19 Dec 2011 \| Published: 19 Dec 2011 TOPICS: CRM \| CRM Software \| Customer Data Integration \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Service

Leverage WFM for exceptional customer experiences sponsored by Infor WFM Workbrain WHITE PAPER: Read this white paper to discover strategies for leveraging workforce management (WFM) to improve customer service, and thus increase customer satisfaction and retention. Posted: 16 Dec 2011 \| Published: 16 Dec 2011 TOPICS: CRM \| CRM Best Practices \| CRM Services \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Workforce Management Software

Executive Brief Smarter Commerce is redefining value chain visibility sponsored by IBM WHITE PAPER: Putting the customer at the center of your operations is not a new idea, but truly operationalizing this strategy can be challenging. Read this paper to find out how to improve collaboration and visibility for your customers and partners and deliver consistent and predictable outcomes by synchronizing your entire value chain. Posted: 17 Nov 2011 \| Published: 17 Nov 2011 TOPICS: Customer Data Management \| Customer Interaction Services \| Customer Service \| Supply Chain Management \| Value Chain Integration \| Value Chain Management \| Value Chains

Assessment Customer Value Strategy Accelerator sponsored by IBM WHITE PAPER: This report can help companies rapidly understand the set of new possibilities created by digital transformation, prioritize the value propositions of business models and focus on those with the highest potential, and define the business capabilities and key tasks required to move forward on the smarter commerce path. Posted: 17 Nov 2011 \| Published: 17 Nov 2011 TOPICS: Channel Management \| Customer Interaction Services \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Digital Asset Management \| eCommerce Services \| Social Computing

Assessment Cross-Channel Experience Assessment sponsored by IBM WHITE PAPER: This paper offers information on rapidly developing a cross-channel strategy that reflects current customer trends and priorities, assesses a company’s Channel Capability Maturity, and helps to determine optimal future maturity needed to support the channel strategy. Posted: 17 Nov 2011 \| Published: 17 Nov 2011 TOPICS: CRM \| CRM Best Practices \| Customer Data Integration \| Customer Data Management \| Customer Interaction Services \| Customer Retention \| Customer Satisfaction \| Customer Service

The Business Benefits of Cloud-Based Integration-Ready Modules sponsored by NTR Global WHITE PAPER: Access this brief resource to learn about an innovative support solution that can optimize your support system and increase end-user satisfaction. Posted: 12 Oct 2011 \| Published: 12 Oct 2011 TOPICS: Cloud Computing \| Customer Interaction Services \| Customer Satisfaction \| Customer Service \| Customer Support Software \| Email \| Web Services

Create an Online Customer Feedback Loop with Your Call Center sponsored by Tealeaf WHITE PAPER: Many retail financial services institutions (FSI) do not have any visibility or context outside of a single interaction channel. In this whitepaper, we will describe the business imperative for closing the multi-channel customer experience gap and discuss how doing so gives you opportunities to differentiate. Posted: 29 Sep 2011 \| Published: 29 Sep 2011 TOPICS: CRM \| CRM Best Practices \| CRM Services \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Financial Services

Stop losing revenue from poor online customer experiences sponsored by Tealeaf WHITE PAPER: 24% of annual online revenue is lost globally due to poor online customer experience. This report will underscore the importance of online customer experience management, or CEM, which is about taking a disciplined approach to understanding how customers interact with your business online and removing the obstacles to their success. Posted: 29 Sep 2011 \| Published: 29 Sep 2011 TOPICS: CRM \| CRM Services \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices

Are your online customers struggling? Learn how to increase satisfaction and drive revenues sponsored by Tealeaf WHITE PAPER: Knowing why a customer is dissatisfied with your company's online interaction is essential to successful online marketing. Read this white paper to learn about Customer Struggle and how you can eliminate it from your online customer interactions. Posted: 29 Sep 2011 \| Published: 29 Sep 2011 TOPICS: Content Management \| Customer Interaction Services \| Customer Loyalty \| Customer Service \| Online Marketing

The Social CRM Playbook sponsored by SugarCRM Inc. WHITE PAPER: This white paper will provide an outline of the broad steps you should take in building a social CRM strategy and a overview of how you can pair that strategy with technology to enable your business to practice real social CRM. Posted: 01 Sep 2011 \| Published: 01 Sep 2011 TOPICS: CRM \| CRM Analytics \| CRM Best Practices \| CRM Services \| Customer Interaction Services \| Customer Retention \| Social Networking

Reinventing the Web Channel to Maximize B2B Sales and Customer Satisfaction sponsored by Oracle Corporation WHITE PAPER: As e-commerce continues to grow, customer expectations for B2B e-commerce are changing rapidly. Business to business (B2B) companies that wish to grow and become more profitable are realizing that the old ways of doing business are insufficient and are investing in e-commerce platforms. Posted: 26 Apr 2011 \| Published: 26 Apr 2011 TOPICS: CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices

The Total Economic Impact Of Click to Call And Click to Chat sponsored by Oracle Corporation WHITE PAPER: This white paper provides an overview of the results of a Forrester Consulting survey on the total economic impact and potential return on investment of deploying click to call and click to chat solutions. Continue reading to learn about the evaluation methods, results and more. Posted: 25 Apr 2011 \| Published: 25 Apr 2011 TOPICS: Cost Benefit Analysis \| Customer Interaction Services \| Customer Satisfaction \| Customer Service \| eCommerce \| eCommerce Services \| eCommerce Software \| Online Shopping

How to Win Online: Advanced Personalization in E-Commerce sponsored by Oracle Corporation WHITE PAPER: Now that online shopping is a mainstream actitivity, the competition to win the e-commerce customer has never been fiercer. Today, the challenge is no longer getting customers to shop online but getting the existing base of online shoppers to spend more and exhibit brand loyalty. Learn how to win the battle of the brands in today's white paper. Posted: 25 Apr 2011 \| Published: 25 Apr 2011 TOPICS: CRM \| CRM Services \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service

Create an Online Customer Feedback Loop with Your Call Center sponsored by Tealeaf WHITE PAPER: In this whitepaper, we will describe the business imperative for closing the multi-channel customer experience gap and discuss how doing so gives you opportunities to differentiate your business. Read on to learn more. Posted: 24 Jan 2011 \| Published: 24 Jan 2011 TOPICS: CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices

12 Advantages of Agile Software Development sponsored by Global Knowledge WHITE PAPER: This paper examines 12 ways in which the Agile methods are valuable. Posted: 10 Jan 2011 \| Published: 10 Jan 2011 TOPICS: Customer Interaction Services \| Customer Satisfaction \| Project Management \| Project Management Software \| Software Development Life-Cycles \| Software Development Methodologies \| Software Project Management \| Software Quality Assurance

Maximize the Customer Experience: Balancing the Service Level Mix in the Call Center sponsored by inContact WHITE PAPER: Supported by insights from Peppers & Rogers Group and inContact, this white paper will explore the benefits of applying the right mix of self-service and agent-assisted support to meet customer expectations effectively and maximize business outcomes. Posted: 10 Jan 2011 \| Published: 10 Jan 2011 TOPICS: Customer Data Integration \| Customer Data Management \| Customer Interaction Services \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices

Optimizing Service Channels: Five Essential Tips for Balancing Customer Support and Controlling Support Costs sponsored by inContact WHITE PAPER: This white paper discusses the ways in which organizations are striving to maintain excellent customer service for all types of clients while at the same time controlling support costs. Read this white paper to learn more. Posted: 10 Jan 2011 \| Published: 10 Jan 2011 TOPICS: Call Center Management \| Call Centers \| Customer Data Integration \| Customer Data Management \| Customer Interaction Services \| Customer Satisfaction \| Customer Service

Walk Before You Run: Incorporating Social Channels Into Your CRM Strategy sponsored by SugarCRM Inc. WHITE PAPER: Social channels are here to stay and should be part of your customer engagement strategy, as you will be required to integrate these new channels sooner, rather than later. This paper will help you build the best road map to customer success, integrating both old and new channels into your customer experience strategy. Posted: 08 Nov 2010 \| Published: 08 Nov 2010 TOPICS: CRM \| CRM Best Practices \| CRM Software \| Customer Interaction Services \| Customer Retention \| Customer Satisfaction \| Customer Service \| Social Computing \| Social Networking

Recover lost online revenue with customer experience management sponsored by Tealeaf WHITE PAPER: In this white paper, we’ll describe the two main techniques companies utilize to incorporate customer recovery into their overall Customer Experience Management strategy—namely, Immediate Issue Resolution & Follow‐up and Real‐time Customer Recovery. Posted: 04 Nov 2010 \| Published: 04 Nov 2010 TOPICS: Analytic Applications Software \| CRM \| CRM Analytics \| CRM Best Practices \| Customer Interaction Services \| Customer Retention \| Customer Satisfaction \| Customer Service \| Reporting Software

Six Success Factors for Building a Best-Run Marketing Organization sponsored by SAP America, Inc. WHITE PAPER: This paper discusses six success factors that will enable your marketing organization to overcome the challenges to reaching growth and profitability objectives. Continue reading to learn more about these six success factors and more. Posted: 18 Oct 2010 \| Published: 18 Oct 2010 TOPICS: CRM \| CRM Best Practices \| CRM Software \| Customer Interaction Services \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Marketing \| Marketing Information Systems \| Sales and Marketing Software \| SAP (Product)

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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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