3-2-1 Contact: The Call Center in a Multichannel World
sponsored by TechTarget Customer Experience
EGUIDE:
There's no ignoring it - the role of the contact center is drastically changing, and your agents need the tools to keep up with increasing customer demands. In this expert e-guide, explore how you can modernize the tools in your contact center to empower agents to meet the constantly shifting demands of customers.
Posted: 28 Aug 2013 | Published: 28 Aug 2013
|
|
|
Call Center Tips: Bridging the CEM Chasm
sponsored by TechTarget Customer Experience
EGUIDE:
Check out this expert e-guide with advice from Forrester analyst Art Schoeller, as he explores how to harness social media channels in your call center via an "outside-in" strategy. Read now to learn how to reach all customer touchpoints and achieve 100% visibility into your end-to-end customer interactions.
Posted: 26 Aug 2013 | Published: 26 Aug 2013
|
|
|
Call Center Tips to Optimize Agent Performance
sponsored by TechTarget Customer Experience
EGUIDE:
This E-Guide examines how Workforce management tools and other CEM technologies can help agents prioritize and meet performance standards.
Posted: 19 Jul 2013 | Published: 19 Jul 2013
|
|
|
Where have all my marketing investments gone?
sponsored by IBM
WHITE PAPER:
The following white paper addresses the severe pressures weighed out by the consumer market today. Inside, discover how marketing performance analytics can help marketers address and act upon the marketing pressures.
Posted: 31 Oct 2013 | Published: 31 Oct 2013
|
|
|
Today's customer service starts with mobile, social consciousness
sponsored by TechTarget Business Analytics
EZINE:
A company's social consciousness, or multichannel awareness, can help it improve customer relationships and the bottom line – in this issue of Business Information.
Posted: 25 Oct 2013 | Published: 25 Oct 2013
|
|
|
6 Hidden Secrets to Offering Exceptional Customer Service
sponsored by Salesforce.com
WHITE PAPER:
The ability to provide exceptional customer service has quickly become a business differentiator. This resource counts down six secrets to customer service success – read on to learn more now.
Posted: 10 Oct 2013 | Published: 10 Oct 2013
|
|
|
Go beyond the surface: User Experience Design At A Glance
sponsored by Hewlett Packard Enterprise
WHITE PAPER:
This brief resource explains how User Experience Design services can deliver strategic business value by enabling your organization to increase sales and conversions, improve customer retention, build brand trust, and more.
Posted: 08 Oct 2013 | Published: 30 Jun 2013
|
|
|
ESRI Ensures a Single, Seamless Conversation with Customers Across All Channels
sponsored by Genesys
CASE STUDY:
This case study reveals how Esri, a leading provider of GIS mapping software, redesigned the overall customer service experience in order to better support changing customer demands and improve interactions across all channels.
Posted: 16 Sep 2013 | Published: 28 Feb 2013
|
|
|
UPMC Health Plan Optimizes Customer Conversations to Ensure Service Excellence
sponsored by Genesys
CASE STUDY:
Consult this case study today to learn how UPMC Health Plan developed an innovative customer service strategy that provided consistent, personal customer experiences, enabled constant service improvements, and more.
Posted: 16 Sep 2013 | Published: 16 Sep 2013
|
|
|
ICBC Builds Cutting-edge Contact Center as Part of their Customer-Centric Strategy
sponsored by Genesys
CASE STUDY:
This case study reveals how Canadian insurer ICBC built a flexible, cutting-edge contact center as a key part of its customer-centric strategy, enabling the company to improve routing flexibility, increase customer satisfaction, and more.
Posted: 13 Sep 2013 | Published: 31 Dec 2012
|
|
|
Webcast: Unlocking New Insights and Opportunities with Big Data
sponsored by IBM
WEBCAST:
In this exclusive webcast, learn how you can use big data to create new business value, maintain relevance, and achieve greater operational efficiency.
Posted: 05 Sep 2013 | Premiered: Aug 19, 2013
|
|
|
Loss from Legacy Call Center Infrastructure
sponsored by Genesys
WHITE PAPER:
Is your legacy call center infrastructure limiting your organization's ability to increase efficiencies, reduce costs, and raise productivity? What's the true cost of a legacy call center? Answer these questions now by consulting this exclusive infographic.
Posted: 04 Sep 2013 | Published: 04 Sep 2013
|
|
|
Harnessing Social Media to Boost the Bottom Line
sponsored by TechTarget Customer Experience
EBOOK:
Launching a social CRM strategy? It's a good idea, but be careful not to overdo it. Get the keys to effective social CRM.
Posted: 29 Aug 2013 | Published: 29 Aug 2013
|
|
|
5 Ways to Optimize Your Workforce for Customer Contact in a Social Marketplace
sponsored by Aspect
WHITE PAPER:
This white paper discusses how workforce, quality and performance management capabilities provide practical business processes and tools for effective staffing, monitoring, reporting, evaluation and coaching.
Posted: 29 Aug 2013 | Published: 29 Aug 2013
|
|
|
Building CEM Expertise for Business Value
sponsored by Genesys
EGUIDE:
In this expert e-guide, discover why the contact center should play a more pivotal role in customer experience management, and learn how to merge siloed processes to create a more cohesive customer experience.
Posted: 26 Aug 2013 | Published: 26 Aug 2013
|
|
|
Websites are Dead. Long Live Digital Presence
sponsored by Limelight Networks, Inc.
WHITE PAPER:
In this resource, learn why the website as you know it is dead, and find guidance to help you engage and interact with customers through your content and build a stronger digital presence.
Posted: 23 Jul 2013 | Published: 31 Oct 2012
|
|
|
IBM Social Business Adoption QuickStart
sponsored by IBM
WHITE PAPER:
Companies are investing in social business software to enhance knowledge exchange and sharing, streamline their operations and improve their response to evolving market demands. Consult this white paper to find out how to implement social business in the most effective way.
Posted: 17 Jul 2013 | Published: 17 Jul 2013
|
|
|
Secrets to a Successful CRM Technology Upgrade
sponsored by TechTarget Customer Experience
EBOOK:
Uncover tips to ensure CRM data migrations go smoothly, and explore how proper planning, data profiling, and data quality checks can help you achieve a cost-effective CRM upgrade.
Posted: 15 Jul 2013 | Published: 15 Jul 2013
|
|
|
Playtech HP Service Health Analyzer delivers predictive analytics
sponsored by HP Inc
WHITE PAPER:
Playtech is a world leader in the gaming industry, and they require uninterrupted high quality service in order to ensure business success. The ability to detect problems with performance is of the utmost importance to Playtech. View this resource to learn how this company delivered predictive analytics effectively.
Posted: 15 Jul 2013 | Published: 15 Jul 2013
|
|
|
The Future of Lead Management: A Step-by-Step Guide
sponsored by LeadLife Solutions
WHITE PAPER:
In this insightful resource, explore how to adapt your marketing and sales processes in order to meet the needs of the modern buyer and learn the three most important changes you need to make to increase marketing and sales effectiveness.
Posted: 11 Jul 2013 | Published: 11 Jul 2013
|
|
|
2016 Gartner Magic Quadrant for the CRM Customer Engagement Center
sponsored by Salesforce
WHITE PAPER:
Salesforce has been recognized by Gartner as a leader in this report for the 8th year in a row.In the age of the customer, nothing is more important than customer service. Service Cloud customers agree.
Posted: 08 Jul 2013 | Published: 13 May 2013
|
|
|
Using Marketing Automation to Increase Your ROI on CRM
sponsored by Marketo
WHITE PAPER:
Many CRM systems lack an effective way to manage leads - that's where marketing automation comes in. In this resource, explore the benefits of a marketing automation tool, and learn how implementing marketing automation can increase your ROI on your CRM system.
Posted: 27 Jun 2013 | Published: 27 Jun 2013
|
|
|
Driving Revenue Through CRM Integration
sponsored by Marketo
WHITE PAPER:
In this helpful resource, discover four keys to establishing successful integration of your CRM system and marketing automation. Explore how your sales, marketing, customer service, and accounting teams can work together to close the loop of great customer experience.
Posted: 27 Jun 2013 | Published: 27 Jun 2013
|
|
|
Mobile Devices Reshaping the Customer Experience: Learn how a mobility strategy can drive innovation and add a competitive edge to your contact center
sponsored by Avaya
WHITE PAPER:
This resource details the opportunities that mobility presents for contact centers, and offers guidance to help you weave these opportunities into a strategy that empowers you to capitalize on mobile benefits and sharpen your competitive edge.
Posted: 19 Jun 2013 | Published: 31 Dec 2012
|
|
|
Seven Trends Driving Effectiveness in the Contact Center
sponsored by Avaya
WHITE PAPER:
Customers want to use social media, video, instant messaging and more to contact you - and they want to do it quickly. In this resource, check out seven key trends that are driving effectiveness in the contact center.
Posted: 31 May 2013 | Published: 30 Apr 2013
|
|