Customer Satisfaction

WHITE PAPER: Uncover the top eight reasons to upgrade our remote support to increase productivity and customer satisfaction.

Posted: 09 Feb 2012 | Published: 09 Feb 2012

WHITE PAPER: Access this resource to learn why your “free” or legacy remote access and meeting tools for support could be costing you money without you knowing it.

Posted: 09 Feb 2012 | Published: 09 Feb 2012

WHITE PAPER: In 2011, Forrester Consulting conducted a study to find out how customer loyalty decision-makers define and execute customer loyalty. Read this study to find Forrester's analysis of how loyalty decision-makers currently use customer data, technology, and analytics to manage customer loyalty programs.

Posted: 06 Feb 2012 | Published: 06 Feb 2012

WHITE PAPER: If you are unfamiliar with proactive chat or already have proactive chat software and want to learn how to make the most of it, then check out this white paper to gain a strong understanding.

Posted: 06 Feb 2012 | Published: 06 Feb 2012

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

WHITE PAPER: Access today’s whitepaper to learn more about the best practices for mobile devices support and a solution that can help you make your mobile support be better – and smarter.

Posted: 01 Feb 2012 | Published: 01 Feb 2012

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

WHITE PAPER: This informative market update from The National Association of Call Centers (NACC) provides a comprehensive look at the industry.

Posted: 31 Jan 2012 | Published: 31 Jan 2012

WHITE PAPER: Read this comprehensive paper to gain valuable information for getting the most out of a speech analytics system.

Posted: 31 Jan 2012 | Published: 31 Jan 2012

WHITE PAPER: Read this white paper to get a framework, plan and recommended best practices for transforming your siloed contact centers into a multi-channel servicing environment.

Posted: 20 Jan 2012 | Published: 20 Jan 2012

WHITE PAPER: This white paper describes five tips and challenges for using Interactive Voice Response (IVR) systems.

Posted: 20 Jan 2012 | Published: 20 Jan 2012

WHITE PAPER: With instant access to information, customers expect a purchase experience that matches the ease and speed of the information-gathering experience. Read this white paper, created in collaboration with Frost & Sullivan, to see how a customer relationship management (CRM) solution can help you respond on the customers’ terms.

Posted: 17 Jan 2012 | Published: 17 Jan 2012

WHITE PAPER: Read this brief article to discover how this growing retail chain of "island fashion" utilizes their loyal customers and their information to keep their business going through the recession and beyond.

Posted: 17 Jan 2012 | Published: 17 Jan 2012

WHITE PAPER: Companies need to take their customer experience to the next level. This means being more responsive and proactive, delivering consistently on brand promises, listening to customers and acting on that insight. Read on to learn why customer trust is critical to your business and how to successfully build your customer's trust.

Posted: 17 Jan 2012 | Published: 17 Jan 2012

WHITE PAPER: This new What Works! e-book explores best practices for effectively engaging prospects in a virtual environment to shorten the sales cycle, beat the competition and close more business.

Posted: 13 Jan 2012 | Published: 13 Jan 2012

WHITE PAPER: This new 1080 Group white paper explores best practices for video conferencing and provides a handy checklist for preparing and conducting a successful video conferencing session.

Posted: 13 Jan 2012 | Published: 13 Jan 2012

WHITE PAPER: Your customers are also calling, chatting, tweeting and emailing your contact center agents, sharing valuable information during each interaction. Download this complimentary white paper to learn how you can easily gather and leverage data from all customer interactions to assess how your agents are performing and improve the customer experience.

Posted: 28 Dec 2011 | Published: 28 Dec 2011

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

WHITE PAPER: Read this study conducted by Forrester Consulting on behalf of CA Technologies, you learn about the ROI impact of a SLA management platform that offers features for data metrics, automation, performance monitoring, and more.

Posted: 08 Dec 2011 | Published: 08 Dec 2011

WHITE PAPER: This white paper outlines steps that financial institutions can take to become more business savvy and efficient in the age of the consumer. Read on and learn how to leverage information and reduce risk, properly set product prices, learn about your clients and more.

Posted: 18 Nov 2011 | Published: 18 Nov 2011

WHITE PAPER: Delivering superior service and support is more important than ever as companies strive to differentiate themselves from the competition. In many organizations, service quality is governed by self-harming "worst practices" instead of productive best practices. Learn what these practices are and how to avoid them.

Posted: 17 Nov 2011 | Published: 17 Nov 2011

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

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

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

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