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Customer Satisfaction

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ALSO CALLED: User Satisfaction
DEFINITION: A qualitative measure of performance as defined by customers, which meet their basic requirements and standards.
Customer SatisfactionWhite Papers (View All Report Types)
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Why Cloud: An Executive Brief
sponsored by Five9
WHITE PAPER: Uncover the 10 reasons why you should bring the cloud to your contact center.
Posted: 23 Sep 2014 | Published: 23 Sep 2014

Five9

Customer Engagement Analytics: How to Use Data to Create (and Keep) Happy Customers
sponsored by Five9
WHITE PAPER: Learn how customer engagement analytics can help your company achieve success in customer experience management (CEM).
Posted: 23 Sep 2014 | Published: 31 May 2014

Five9

Contact Center Workforce Optimization: Secrets to Unlock Agent Productivity & Performance
sponsored by Five9
WHITE PAPER: Uncover contact center workforce optimization (WFO) best practices that can help you enhance your customer experience.
Posted: 23 Sep 2014 | Published: 31 May 2014

Five9

Lessons from the Leading Edge of Customer Experience Management
sponsored by SAS
WHITE PAPER: Find out what you should know about providing a high quality customer experience across all channels.
Posted: 23 Sep 2014 | Published: 23 Sep 2014

SAS

Digital Approaches for Improving the Customer Experience
sponsored by SAS
WHITE PAPER: Find out your company can turn raw data into analytical insight and data-driven actions so you can revolutionize your customer experience in order to meet today's standards
Posted: 23 Sep 2014 | Published: 23 Sep 2014

SAS

Gartner Report: Predicts 2014: Customer Support and the Engaged Enterprise
sponsored by Genesys
WHITE PAPER: As customer experience is being elevated to a top-executive commitment, the customer engagement center/contact center is uniquely positioned to be at the epicenter of the customer experience revolution. Get this research note on Gartner predictions for 2014 and beyond.
Posted: 17 Sep 2014 | Published: 17 Sep 2014

Genesys

2014 Gartner MarketScope for IVR Systems and Enterprise Voice Portals
sponsored by Genesys
WHITE PAPER: Cloud, omni-channel and mobility are revitalizing the interactive voice response (IVR) market. Leading IVR vendors have offers that can satisfy most requirements. The challenge lies in finding a cost-effective IVR platform that will satisfy your specific requirements for improving customer experience and optimizing new IVR investments.
Posted: 17 Sep 2014 | Published: 17 Sep 2014

Genesys

Dollar Bank Cashes In on Customer Experience Enhancements
sponsored by IBM
WHITE PAPER: Find out how Dollar Bank is reinventing their online experience by utilizing real-time insight into exactly what online customers see and do on their website.
Posted: 17 Sep 2014 | Published: 27 Jun 2014

IBM

Six Essential Capabilities Your Workforce Management Solution Ought to be Delivering
sponsored by Genesys
WHITE PAPER: Download this whitepaper to learn six key capabilities that can empower your agents by providing insight into their work schedules while streamlining interactions between managers and supervisors.
Posted: 17 Sep 2014 | Published: 31 Oct 2008

Genesys

7 Drivers for Buying an Integrated Contact Center Suite
sponsored by Genesys
WHITE PAPER: 45% of customers reporting that better service options would have made a difference in their decision to switch away from a company. View this whitepaper now to discover 7 top tips on how to modernize, streamline, and simplify your contact center to keep up with customer expectations.
Posted: 16 Sep 2014 | Published: 16 Sep 2014

Genesys

Achieve Exceptional Digital Experience and Marketing Optimization
sponsored by IBM
WHITE PAPER: As the world becomes more connected through the Web, it is becoming increasingly vital that businesses know how to engage customers by delivering personalized customer experiences. So in short, how do you do it and what technology do you need to get you there? Check out this white paper to find out now.
Posted: 16 Sep 2014 | Published: 16 Sep 2014

IBM

Contact Center Modernization: A Cloud-Based Approach Delivers Clear Value for Mid-Size Organizations
sponsored by Genesys
WHITE PAPER: Cloud-based solutions can be tightly integrated with other applications, ensuring that all points of contact work together to deliver a truly differentiating customer experience. This whitepaper outlines the benefits of moving to a cloud-based contact center model.
Posted: 16 Sep 2014 | Published: 16 Sep 2014

Genesys

IDC White Paper: Using Digital Customer Experience for Business Growth and Innovation
sponsored by Genesys
WHITE PAPER: Get this white paper now and learn how to differentiate digital customer care, vital recommendations for designing your digital customer care strategy, and steps taken by leading-edge organizations to deliver exceptional digital customer experiences.
Posted: 16 Sep 2014 | Published: 31 May 2014

Genesys

Customer Service in the Digital Workplace - Maximizing Employee Potential with Workforce Optimization
sponsored by Genesys
WHITE PAPER: This free white paper presents how an employee effectiveness model leads to happier employees, more satisfied customers, and a much healthier corporate balance sheet.
Posted: 16 Sep 2014 | Published: 31 Jan 2011

Genesys

How to Reduce Escalations and Call Handle Time in Your Contact Center
sponsored by IBM
WHITE PAPER: Learn about the contact center platform capable of reducing escalations and call handle time.
Posted: 16 Sep 2014 | Published: 30 Apr 2013

IBM

Delivering a Seamless Experience Across Every Channel
sponsored by IBM
WHITE PAPER: This white paper reveals the results of a survey of over 500 e-commerce and e-business professionals, and provides key insights and best practices for improving customer experiences across all channels.
Posted: 16 Sep 2014 | Published: 31 May 2013

IBM

Top Five Ways to Differentiate Your Mobile Customer Experience
sponsored by Genesys
WHITE PAPER: Uncover the many ways you can enhance customer experience through common interactions involving both existing and planned mobile applications and websites.
Posted: 15 Sep 2014 | Published: 15 Sep 2014

Genesys

Why 3G and 4G Cellular Networks Offer Benefits to Digital Signage
sponsored by CradlePoint
WHITE PAPER: As 3G and 4G cellular networks become more widespread, they offer businesses more opportunities to display digital signage in hard-to-reach locations and new markets. In this guide, you'll explore the key business advantages of cellular networks, and discover how to leverage digital signage in a variety of fields.
Posted: 12 Sep 2014 | Published: 31 Dec 2013

CradlePoint

Using Workload Management to Win Customer Loyalty at Stericycle
sponsored by Genesys
WHITE PAPER: Stericycle, a medical waste disposal leader, knew that managing the customer experience was essential to the company's continued growth and success. View this analyst report to find out the solution Stericycle found, and how similar technology can also help your business.
Posted: 12 Sep 2014 | Published: 31 Dec 2013

Genesys

Everyone to Everyone Economy: Preparing for a Very Different Tomorrow
sponsored by IBM
WHITE PAPER: There is a paradigm shift from customer-centricity towards an everyone-to-everyone (E2E) economy. This informative research dives into this new E2E world, describing what companies can expect from the future and what they can do today to prepare.
Posted: 12 Sep 2014 | Published: 31 Dec 2013

IBM

5 Simple Steps to Better Back Office Performance
sponsored by Genesys
WHITE PAPER: Streamlining systems that handle customer requests behind the scenes is essential to preserving the client's experience and retaining their business. This informative white paper dives into the world of optimizing company systems to create efficiency in client requests.
Posted: 11 Sep 2014 | Published: 11 Sep 2014

Genesys

Holiday Load Testing: Three Ways to Drive More Value
sponsored by Neustar®
WHITE PAPER: Uncover the 3 best practices for holiday load testing so you can protect your bottom line and brand reputation.
Posted: 09 Sep 2014 | Published: 09 Sep 2014

Neustar®

Optimize Your Website to Prepare for the Holiday Rush
sponsored by Neustar®
WHITE PAPER: Find out how a cloud-based platform that utilizes real-time data and analysis can help you remove user barriers and optimize your site in time for the holiday season.
Posted: 08 Sep 2014 | Published: 08 Sep 2014

Neustar®

How to Drive Revenue with a Modern Sales Cloud
sponsored by Oracle Corporation
WHITE PAPER: This two-page resource addresses a system that gives sales managers the tools they need to proactively pursue sales goals, understand customers, manage sales channels, and optimize coverage.
Posted: 08 Sep 2014 | Published: 31 Mar 2014

Oracle Corporation

The Latest Big Data Predictive Analytics Solutions
sponsored by SAS
WHITE PAPER: Uncover a complete evaluation of 10 various big data predictive analytics solution vendors and find out how they compare to one another.
Posted: 08 Sep 2014 | Published: 04 Feb 2013

SAS
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