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Customer Service Best Practices White Papers (View All Report Types)
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State of Global Customer Service Report
sponsored by Microsoft
WHITE PAPER: Customer expectations have risen to all-time highs and show no sign of stopping. Access this white paper to learn about the current state of customer service and how to prepare your business to move forward alongside customer expectations.
Posted: 05 Dec 2016 | Published: 27 May 2016

Microsoft

Research Report: How To Deliver the Omni-Channel Support Customers Want
sponsored by BoldChat - LogMeIn
WHITE PAPER: Customers expect contact centers to provide a greater ease of use and faster response time than ever. This may seem daunting given the need for omni-channel support, but it doesn't have to be. Access this comprehensive research report to learn how to reduce customer effort across your omni-channel approach.
Posted: 23 Nov 2016 | Published: 31 Aug 2016

BoldChat - LogMeIn

Business Leaders: Stop Making it Hard to Be Your Customer
sponsored by [24]7
WHITE PAPER: Instead of trying to increase customer loyalty, what if you could mitigate the causes of customer disloyalty? Customers shouldn't have to do any work in order to be your customers. Access this white paper to discover why efforts to increase customer loyalty are failing and what you can do to decrease customer effort.
Posted: 03 Nov 2016 | Published: 03 Nov 2016

[24]7

The Value of Cloud ERP to Your Business
sponsored by NetSuite
WHITE PAPER: Finding the right ERP strategy is critical because it helps perform and improve critical functions like automating core business operations, improving financial compliance, enhancing customer service, and more. Access this buyer's guide to help decide if on-premise ERP is right for your needs or if it's time to consider migrating to the cloud.
Posted: 13 Oct 2016 | Published: 31 Dec 2015

NetSuite

Analytics and the Customer Journey: 7 Best Practices for Delivering a Better Customer Experience
sponsored by SAS
WHITE PAPER: This white paper explores how you can identify the critical factors that detract from a customer experience as well as decide how to rebuild positive experiences by mapping the customer journey. Uncover the 7 best practices for delivering a better customer experience and get helpful advice on data management, metrics, and more.
Posted: 09 Sep 2016 | Published: 09 Sep 2016

SAS

Maximizing Moments of Truth: Optimizing Customer Interactions
sponsored by SAS
WHITE PAPER: The following resource reveals the 5 types of customer data you should be collecting and analytics strategies that automate marketing campaigns, optimize customer engagement, and more.
Posted: 07 Sep 2016 | Published: 07 Sep 2016

SAS

Survey Report: Putting Customer Service First
sponsored by ServiceNow
WHITE PAPER: Top customer service providers are 53% more likely to significantly impact company revenue. Access this survey report to see what the top service leaders have in common and what you can do to make your business one of them.
Posted: 02 Sep 2016 | Published: 31 Aug 2016

ServiceNow

How Local Governments can Enable Self-Servicing Communities
sponsored by Infor
WHITE PAPER: Discover intuitive self-service capabilities that enable customers to conveniently and confidentially lodge requests, make payments, and process regulatory transactions online.
Posted: 30 Aug 2016 | Published: 30 Aug 2016

Infor

85% of Customers are Dissatisfied with the Authentication Process
sponsored by NICE Systems, Inc
WHITE PAPER: This infographic reveals what you can do to reduce the burden of authentication for your customers. Learn how to prevent fraud in your contact center, while minimizing interrogation and saving money on every call.
Posted: 24 Aug 2016 | Published: 24 Aug 2016

NICE Systems, Inc

Step-By-Step CRM Data Analytics for Sales Teams
sponsored by Infor
WHITE PAPER: Metrics aren't answers; they are prompts for questions that probe statistics for deeper insight. Discover the simplest way to find the actionable insights hidden in your data analytics. Learn best practices and considerations for using metrics in analytics and see how to turn them into powerful tools.
Posted: 22 Aug 2016 | Published: 22 Aug 2016

Infor

Why CRM is Critical for Value-Selling
sponsored by Infor
WHITE PAPER: Today, salespeople have less control over the sales process than ever before. Discover ways to help salespeople continue to be a valuable part of a transaction with value-selling and CRM by collecting, analyzing, and sharing customer data.
Posted: 22 Aug 2016 | Published: 22 Aug 2016

Infor

Where is Healthcare Customer Experience Heading?
sponsored by [24]7
WHITE PAPER: What will the future of healthcare customer experience management (CEM) look like given today's trends toward digitization? Examine 5 key predictions for the future of CEM in healthcare, based on current trends and changing perceptions of consumer experiences.
Posted: 01 Jun 2016 | Published: 01 Jun 2016

[24]7

The Future of Telecom: Five Predictions
sponsored by [24]7
WHITE PAPER: Discover 5 key predictions regarding the future of telecom, based on current trends and customers' changing perception of the telecom experience. Gain insight into what telecom consumers expect from today's providers, and learn how to deliver exceptional self-service for mobile transactions.
Posted: 01 Jun 2016 | Published: 01 Jun 2016

[24]7

10 Trends for AD&D Pros To Deliver Customer Service Excellence
sponsored by Genesys
WHITE PAPER: This report summarizes the top 10 customer service trends for 2016 that application development and delivery (AD&D) pros supporting customer service operations must pay attention to in order to deliver customer service excellence.
Posted: 25 Apr 2016 | Published: 25 Apr 2016

Genesys

Enhance the Customer Experience with Advanced Analytics
sponsored by Microsoft
WHITE PAPER: No one has time to organize massive volumes of customer data to find the most relevant information. This resource reveals how advanced analytics can empower you to forecast demand more accurately, create more targeted and effective marketing campaigns, and more.
Posted: 23 Mar 2016 | Published: 23 Mar 2016

Microsoft

How Social Business Builds A Better Customer Experience
sponsored by Infor
WHITE PAPER: Today's social media users know when you take their grievances seriously, versus when you're just telling them what they want to hear. Learn ways to show your audience that you take action when addressing their concerns and fixing problems.
Posted: 24 Feb 2016 | Published: 24 Feb 2016

Infor

Where to Place Your CX Bets in 2016
sponsored by [24]7
WHITE PAPER: Discover how to accelerate your customer experience (CX) projects' time-to-value by utilizing the latest in digital technology investments, and access 5 expert tips for digital CX. Read on for insights on fostering superior customer experience in your enterprise by honoring the mobile experience.
Posted: 29 Jan 2016 | Published: 29 Jan 2016

[24]7

7 Keys to Delivering a Rock Star Customer Service Experience
sponsored by [24]7
WHITE PAPER: In this resource, you will learn 7 keys to delivering a stellar customer service experience that can differentiate your digital self-service capabilities from your competitors.
Posted: 28 Jan 2016 | Published: 28 Jan 2016

[24]7

The Omnichannel Dilemma: Everyone Wants It, But How Do You Start?
sponsored by [24]7
WHITE PAPER: This report discusses the challenges of rolling out an omnichannel framework and delivers 5 action tips for designing a successful strategy.
Posted: 27 Jan 2016 | Published: 31 Dec 2015

[24]7

Six Keys to Effective Chat Operations: Insights to Help Improve Your Business
sponsored by [24]7
WHITE PAPER: Today, customers expect highly capable chat, including the ability for it to seamlessly integrate other channels as needed. So getting it getting it right is critical to an effective omnichannel strategy. This paper summarizes common misperceptions about chat, and presents six key insights based on lessons learned.
Posted: 27 Jan 2016 | Published: 31 Dec 2015

[24]7

Report: Transforming Your Business to Meet Customer Expectations, React to New Challenges
sponsored by SAP
WHITE PAPER: Advanced technology plays an important role in the transition to digital consumer engagement. Learn which tools can enhance your omnichannel potential, along with monitoring and analysis of consumer interactions.
Posted: 14 Oct 2016 | Published: 30 Sep 2016

SAP

Case Study: Streamlining Customer Service in Dental Care
sponsored by Avaya TSG
WHITE PAPER: This case study examines the strategies one chain of dental practices adopted to streamline its patient service processes, including automated call redirection, reduced call center staff and phone lines, and more.
Posted: 14 Jul 2016 | Published: 14 Jul 2016

Avaya TSG

Healthcare Case Study: Improving Customer Experience and Cost-Efficiency
sponsored by Avaya TSG
WHITE PAPER: In this case study, learn about a global pharmaceutical company improved its customer service and the productivity of its contact center while also achieving significant cost savings in communications.
Posted: 14 Jul 2016 | Published: 31 Dec 2015

Avaya TSG

A Guide to Patient Interaction
sponsored by Avaya TSG
WHITE PAPER: Discover how to enhance the patient experience by automating routine processes and expanding patient interaction outside the hospital. Access now and learn the benefits of proactive outreach, both pretreatment and post-discharge, including fewer preventable readmissions, reduced costs, and more.
Posted: 06 Jul 2016 | Published: 31 Dec 2015

Avaya TSG

Australian Digital Experience Report
sponsored by SAP
WHITE PAPER: 76% of satisfied customers demonstrate brand loyalty. In this report, learn more about how Australian consumer preferences are shifting towards digital channels, and what you can do to close the gap between expectations and delivery.
Posted: 27 Jun 2016 | Published: 27 Jun 2016

SAP
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