Mobile Technology: Equipping Supervisors and Managers for the Next-Generation Customer Contact Center
sponsored by Aspect
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For today's contact center managers, the increase in communication channels coupled with a more sophisticated customer base and mobile workforce is presenting major challenges. Read this resource to learn how mobile technologies can help relieve these burdens by simplifying management, increasing employee productivity, and much more.
Posted: 20 Dec 2012 | Published: 20 Dec 2012
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From Workforce Management to Workforce Productivity
sponsored by Aspect
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This white paper reveals the technologies that support workforce productivity and offers tips for choosing the right supplier.
Posted: 19 Dec 2012 | Published: 19 Dec 2012
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Optimizing Your Return on Customer Attention with Oracle RTD
sponsored by ORACLE APAC
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Read this white paper to learn how BI can combine your explicitly-defined business rules and automatically-identified statistical information to deliver the best possible content to your customers for every single interaction.
Posted: 19 Dec 2012 | Published: 30 Apr 2010
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Customer Experiences that Engage and Convert
sponsored by Oracle Corporation UK Ltd
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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.
Posted: 18 Dec 2012 | Published: 29 Feb 2012
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Deliver Extraordinary Customer Service
sponsored by Oracle Corporation UK Ltd
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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.
Posted: 17 Dec 2012 | Published: 17 Dec 2012
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Customer Experience for Service: Oracle Commerce Solutions
sponsored by Oracle Corporation UK Ltd
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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.
Posted: 13 Dec 2012 | Published: 13 Dec 2012
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Why Customer ‘Satisfaction’ is No Longer Good Enough
sponsored by Oracle Corporation UK Ltd
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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).
Posted: 11 Dec 2012 | Published: 27 Nov 2012
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Deliver Extraordinary Customer Experience
sponsored by Oracle Corporation UK Ltd
WHITE PAPER:
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.
Posted: 10 Dec 2012 | Published: 10 Dec 2012
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Build a successful business case for a Single Customer View
sponsored by QAS
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This white paper dispels myths about Single Customer View and points businesses towards practical and effective business plans.
Posted: 26 Nov 2012 | Published: 30 Jun 2012
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Four Trends in Document Automation
sponsored by Oracle Corporation UK Ltd
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This white paper describes trends influencing enterprise document automation (EDA) that will improve customer satisfaction, reduce cost, and drive efficiency.
Posted: 16 Nov 2012 | Published: 16 Nov 2012
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Websites are Dead. Long Live Digital Presence
sponsored by Limelight Networks, Inc.
WHITE PAPER:
As digital channels evolve, so should your business's digital strategy – yet most businesses today still rely solely on websites to generate traffic and attract customers. In order to thrive, you need to engage and interact with customers across a variety of channels. Read on to learn how to get started crafting a strong digital presence.
Posted: 16 Oct 2012 | Published: 01 Oct 2012
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Leveraging Loyalty Data to Enhance the Cross-Channel Customer Experience
sponsored by Oracle Corporation
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In this 1to1® Executive Dialogue, industry experts discuss the steps business leaders should take to leverage loyalty programs, integrated CRM, and customer insights to deliver a unified, personalized, and relevant customer experience that maximizes customer loyalty.
Posted: 18 Sep 2012 | Published: 01 Sep 2012
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Improve Sales and Marketing Alignment to Generate Better Business Results
sponsored by Oracle Corporation
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In this white paper, Internet.com explores how businesses can leverage the latest integrated sales and marketing solutions improve the effectiveness of both teams in an increasingly challenging environment.
Posted: 18 Sep 2012 | Published: 01 Sep 2012
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Agile , Secure, Reliable: World-Class Customer Service in the Cloud
sponsored by Oracle Corporation
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Businesses looking to reduce the costs of customer service should look to the cloud. A recent Frost and Sullivan study found that cloud-based contact centers can reduce TCO by 77% in the first year vs. on-premise systems. Read on to learn about a cloud-based customer service platform and the benefits it can provide your business.
Posted: 18 Sep 2012 | Published: 01 Sep 2012
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Connect social and enterprise intelligence to transform the customer experience. HP Information Management and Analytics Solution Brief
sponsored by Hewlett-Packard Limited
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With the widespread adoption of mobile technologies and social media, businesses have been given a plethora of fresh information on customer wants and needs. Review this paper to learn about how you can utilize these new information resources to maximize customer experience and transform your business strategy for enhanced profitability.
Posted: 06 Jul 2012 | Published: 06 Jul 2012
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Defining the 21st Century salesperson
sponsored by SAP America, Inc.
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This expert white paper from Forrester Research discusses how the role of the sales person has changed in today's digital world and the four types of salespeople in the 21st century.
Posted: 15 May 2012 | Published: 15 May 2012
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The State of Customer Data Integration 2012: The What, Why & How of CRM Integration
sponsored by Scribe Software Corporation
WHITE PAPER:
Customer data integration helps companies grow and thrive, but businesses still have a long way to go to implement customer relationship management (CRM) in a meaningful way. Check out what over 300 companies said about cloud, their CRM platforms, and customer data integration in this survey.
Posted: 20 Aug 2012 | Published: 20 Aug 2012
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Why CRM Implementations Fail….And What To Do About It
sponsored by Scribe Software Corporation
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Companies are scrambling to implement CRM systems, but they might not be getting what they bargained for if they're not careful. Up to 80% are reporting they're not getting what they were promised. Read this paper and learn how to avoid pitfalls, develop a strategy for your CRM system, and much more.
Posted: 20 Aug 2012 | Published: 01 Mar 2011
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Integrative CRM Enhances Midsize Business Agility and Performance
sponsored by IBM
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This paper is designed to help IT and business leaders at midsize companies find innovative ways to extend their customer relationship management (CRM) capabilities to capitalize on emerging trends such as cloud, mobile, social media and predictive analytics. Gain essential insight to get closer to your customers and ensure your company's survival.
Posted: 16 Aug 2012 | Published: 01 Jul 2012
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The Total Economic Impact of IBM® Exceptional Web Experience
sponsored by IBM
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Delivering an optimal web experience not only helps you engage with your customers, partners, and employees but also improves relationships and increases your competitive advantage. This resource explores why investing in web experience solutions can help you achieve this.
Posted: 09 Aug 2012 | Published: 30 Mar 2012
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Social Customer Service: The Pivotal Driver of the Social Enterprise
sponsored by LiveOps
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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.
Posted: 06 Jul 2012 | Published: 06 Jul 2012
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Social Media Feedback for Hospitality: Help Every Location Protects its Online Reputation
sponsored by Medallia
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The feedback from social media can allow your business to demonstrate value to customers which will ultimately result in customer loyalty and higher revenues. Read this paper to learn how to join customer experience and social media feedback to eliminate customer pain points in a single reporting application.
Posted: 03 Jul 2012 | Published: 03 Jul 2012
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Will Your Customers Really Wait for You to Get Service Experience Right?
sponsored by KANA
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In order to prosper in today’s challenging environment, delivering high quality customer service is critical. This paper outlines an approach to building a solid customer service strategy and addresses common challenges as well as tips for avoiding and overcoming pitfalls.
Posted: 21 Jun 2012 | Published: 21 Jun 2012
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Unified Self-Service: Delivering on the Value of Multi-Channel Customer Interactions
sponsored by Voxeo
WHITE PAPER:
This informative paper addresses how your company can enhance service, lower costs and increase revenue by taking advantage of these new mediums and expanding the ways in which you communicate with your customers.
Posted: 20 Mar 2012 | Published: 20 Mar 2012
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The Social Customer Engagement Index
sponsored by SAP America, Inc.
WHITE PAPER:
Use the survey results in this paper from the TheSocialCustomer.com to find out how organizations are utilizing social channels to engage their customers, and integrate these methods into your own customer experience strategy.
Posted: 01 Feb 2012 | Published: 30 Jun 2009
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