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ALSO CALLED: eCRM, Client Relationship Management, Dealing with Customers, Relationship Management, CRO, Enterprise CRM, Customer Relationship Management, Relationship Marketing, Customer Relationship Optimization, Customer Relations, Customer Care
DEFINITION: Service assurance (SA) is a procedure or set of procedures intended to optimize performance and provide management guidance in communications networks, media services and end-user applications. Service assurance is an all-encompassing paradigm that revolves around the idea that maximizing customer satisfaction inevitably maximizes the long-term profitability of an enterprise.Service assurance can involve  … 
Definition continues below.
CRM Reports
101 - 125 of 1322 Matches Previous Page  |  Next Page
3 Ways Customer Service Technology Can Elevate Your Brick-and-Mortar Store
sponsored by Vonage
RESOURCE: Most customers today don't want to deal with the hassles of visiting a brick-and-mortar store: Long wait lines, products that aren't available and difficult comparisons are not on their to-do lists. Learn 3 ways customer service technology can elevate your brick-and-mortar store, so your customers will use their keys instead of their laptops.
Posted: 29 Sep 2017 | Published: 28 Aug 2017

Vonage

Bridge the Gap Between Workplace Services and Customer Experience Management
sponsored by Vonage
RESOURCE: In today's world, the customer reigns supreme. So it's no surprise that so much emphasis is placed on CX; what is surprising is how little attention is placed on workplace services in turn. Learn why an even balance is such a challenge, and how cloud-business tools may help bridge the widening gap.
Posted: 29 Sep 2017 | Published: 30 Aug 2017

Vonage

Improve Your CX: 10 Personalization Tactics
sponsored by Sitecore
WHITE PAPER: Personalizing customer experiences is a powerful marketing tactic – it can improve loyalty, drive results across customer engagement channels – but not as many marketers use this tactic as you might think. Discover 10 simple tactics that can help you deliver personalized CX across channels.
Posted: 29 Sep 2017 | Published: 29 Sep 2017

Sitecore

Case Study: How Red Hat Software Implemented a CX Platform to Connect Global Support in the Cloud
sponsored by Genesys
CASE STUDY: In this case study, learn how Red Hat Software, a leading global provider of open source software tools, implemented a customer experience platform to improve CX, reduce call times, optimize resources and more.
Posted: 22 Sep 2017 | Published: 22 Sep 2017

Genesys

Busting The Top 10 Myths Of Omnichannel Customer Engagement
sponsored by Genesys
WHITE PAPER: Think about the technologies you use for customer engagement—what your customers expect today, and what they'll demand tomorrow. You'll need a platform that meets those demands. Learn why omnichannel customer engagement is your best choice for delivering exceptional CX. Plus, uncover the truth behind 10 common omnichannel myths.
Posted: 21 Sep 2017 | Published: 21 Sep 2017

Genesys

5 Tech Trends That Redefine the Customer Experience
sponsored by Genesys
WHITE PAPER: In today's digitally-connected world, customers have access to information across a wide variety of channels – it's up to your organization to stand out from the crowd. Learn 5 major technology trends that are redefining the customer experience, and how you can leverage them in your company.
Posted: 21 Sep 2017 | Published: 21 Sep 2017

Genesys

5 Key Features To Look For In A CX Platform
sponsored by Genesys
WHITE PAPER: Many contact center tools today deploy siloed interaction channels, in which each customer interaction is managed in isolation' – this is a poor approach to CX. Explore 5 critical capabilities you'll need in your CX platform to take your customers to the next level of customer engagement.
Posted: 20 Sep 2017 | Published: 20 Sep 2017

Genesys

A 5 Minute Guide to Cognitive Search for Customer Support
sponsored by Attivio, Inc.
WHITE PAPER: Explore the basics of a cognitive search platform – from natural language processing to robust security and big data analytics – and find out how cognitive search apps can help contact centers revitalize customer interactions and self-service.
Posted: 19 Sep 2017 | Published: 19 Sep 2017

Attivio, Inc.

Creating An Omnichannel Experience For Your Customers
sponsored by Genesys
WHITE PAPER: Consumer behavior is rapidly changing in today's always-on digital world ... and according to an Aberdeen Report; companies with an omnichannel program see 25% annual growth in revenue and a lower volume of customer complaints. Learn how to create an omnichannel contact center experience for your customers.
Posted: 19 Sep 2017 | Published: 19 Sep 2017

Genesys

Redesigning the Customer Experience Around the Internet of Things
sponsored by Genesys
RESEARCH CONTENT: Your company must make the most of customer insight to optimize business strategies – and using the Internet of Things (IoT) can make a big difference. In this Frost & Sullivan Report, learn how to promote an IoT-centric customer experience and value proposition within your organization.
Posted: 18 Sep 2017 | Published: 18 Sep 2017

Genesys

Transforming B2B Customer Engagement and Collaboration
sponsored by Bluescape
WHITE PAPER: Learn about a new approach to B2B customer engagement that emphasizes collaboration. Plus, discover a cloud-based, visual collaboration platform that helps you connect with your customers wherever they are.
Posted: 15 Sep 2017 | Published: 15 Sep 2017

Bluescape

Research Report Findings: Top 10 Current Customer Service Trends
sponsored by Genesys
RESEARCH CONTENT: In the age of the customer, consumers expect easy, effective, deeply personal service, and this is shaping customer service technology priorities. In this Forrester Research report, learn about the top 10 customer service trends to pay attention to in order to deliver customer service excellence.
Posted: 15 Sep 2017 | Published: 27 Jan 2017

Genesys

7 Steps for Delivering Next-Generation Digital Customer Service
sponsored by Genesys
WHITE PAPER: According to Altimeter Group, 88% of businesses are currently undergoing a digital transformation, and 42% are investing in new digital channels to more effectively serve clients. That means companies understand the urgent need to create engaging digital experiences. Discover7 steps to delivering next-gen digital customer service.
Posted: 14 Sep 2017 | Published: 14 Sep 2017

Genesys

Contact center software features help fulfill the customer's journey
sponsored by SearchCRM
EBOOK: From cutting costs to guaranteeing a better customer service experience, contact center infrastructure updates can make a huge difference. In tis expert handbook, learn how to analyze, consider and choose the right contact center software for your organization.
Posted: 31 Aug 2017 | Published: 31 Aug 2017

SearchCRM

Top 7 Contact Center Dos & Don'ts
sponsored by NICE Systems, Inc
EGUIDE: Customer service agents set the tone for a customer's interactions with a company. In this expert e-guide, Rick Merson, Global Operations Director at Atento, explains how to improve the experience with the top 7 contact center management dos and don'ts.
Posted: 31 Aug 2017 | Published: 30 Aug 2017

NICE Systems, Inc

Boost Contact Center Service (Without Adding Agents)
sponsored by NICE Systems, Inc
EGUIDE: Contact center service is critical to customer experience, so you need to ensure that your company's call center agents have the right tools and techniques for the job. Scott Sachs, President of SJS Solutions and a contact center pro, explains how to level-up your contact center ... without adding players.
Posted: 31 Aug 2017 | Published: 30 Aug 2017

NICE Systems, Inc

Technology Roadmap for Omnichannel Customer Engagement
sponsored by Genesys
WHITE PAPER: Discover how to use a system of engagement approach to enable seamless omnichannel service across all channels and touchpoints, and uncover 4 steps to make your contact center operations omnichannel-ready.
Posted: 31 Aug 2017 | Published: 31 Aug 2017

Genesys

Journey Mapping: An Outside-in Approach to Delivering Great Customer Experiences
sponsored by Genesys
EBOOK: As an essential part of executing your omnichannel strategy, learn how to map out the customer journey across multiple channels by breaking down silos to improve overall customer experiences and brand engagement.
Posted: 29 Aug 2017 | Published: 29 Aug 2017

Genesys

The Importance of Remote Customer Support in a Shift-Left World
sponsored by LogMeIn Rescue
WHITE PAPER: More companies are using a "shift-left" approach to customer support – that is, to lower levels of support – and moving repetitive work to self-service. But how can the work be shifted smoothly without adversely impacting customers? Learn how remote support can meet evolving support needs in a shift-left world.
Posted: 29 Aug 2017 | Published: 29 Aug 2017

LogMeIn Rescue

Building the Business Case for Omnichannel
sponsored by Genesys
RESOURCE: Learn how to improve contact center efficiency and manage omnichannel strategies better for both self-service and assisted service channels. Plus, uncover 10 ways to quantify the omnichannel business case.
Posted: 28 Aug 2017 | Published: 28 Aug 2017

Genesys

Transform Your Business Digitally to Improve Customer Service and Experience
sponsored by Five9
EBOOK: In the digital age, your business is defined by technology ... and it wants to evolve. Learn about digital transformation as a construct of emerging cloud CRM platforms, cloud contact center and SaaS technologies. Uncover what technology is spurring digital transformation, the impacts of digital transformation, why it's important, and more.
Posted: 28 Sep 2017 | Published: 28 Sep 2017

Five9

Case Study: How Booker Streamlined Their Contact Center
sponsored by Five9
CASE STUDY: Cloud-based management systems provider Booker faced a problem. They had 2 separate contact centers, which caused challenges for the company's service agents and negatively impacted end-user experience. In this case study, explore how Booker can now deliver stronger, more consistent customer experiences, are more efficient, and more.
Posted: 28 Sep 2017 | Published: 28 Sep 2017

Five9

Case Study: How ( And Why) Teladoc Chose Their New Contact Center Tool
sponsored by Five9
CASE STUDY: Teladoc, a leading provider of telehealth services, had trouble with their new in-house contact center tool. The platform was difficult to navigate, it lacked administrative features, and they faced frequent outages. Learn how Teledoc updated their contact center tool to improve customer satisfaction ratings by 97% and more.
Posted: 27 Sep 2017 | Published: 27 Sep 2017

Five9

Web Content Management Tools 101
sponsored by BrightSpot
EGUIDE: A web content management (WCM) tool is an excellent way to produce and deliver content, but choosing the right WCM tool for your business can be a challenge. Decide if a WCM platform fits your business needs, and learn about important capabilities and features you should look for to maximize your ROI.
Posted: 11 Sep 2017 | Published: 11 Sep 2017

BrightSpot

Analyst Webinar: Is Your Contact Center an Asset or Road Block to Digital Transformation?
sponsored by Genesys
WEBCAST: Join Art Schoeller, Vice President and Principal Analyst at Forrester Research, to learn how to determine if your contact center is strategic or hindering to your enterprise's digital transformation journey.
Posted: 25 Aug 2017 | Premiered: Aug 22, 2017, 01:00 EDT (05:00 GMT)

Genesys
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CRM DEFINITION (continued): …  quality assurance (QA), quality control (QC) and service level management (SLM). Quality assurance is intended to make certain that a product or service under development meets specified requirements at all stages in the process. Quality control ensures that a completed and manufactured product or performed service adheres to a defined set of quality criteria or meets the requirements of the client or customer. QA is sometimes expressed together with QC as a single expression, quality assurance and control (QA/QC). Service level management involves the monitoring and management of the quality … 
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