Aberdeen surveyed 233 organizations regarding their customer experience management (CEM) programs. This report will illustrate how companies using analytics as part of customer service activities perform compared to those without analytics.
Today, customers are expanding their use of social networks and self-service is an important aspect of resolving issues. Consult this white paper to learn more about the business benefits of migrating and integrating your customer relationship management (CRM) solutions to the cloud.
Customer service plays an integral role in business continuity, but in order to provide optimal customer satisfaction you need to access customer information and that takes integration, and a solid security plan. Take this brief survey and gain access to this guide showcasing a new realm of customer service that reaches far beyond the call center.
Many organizations are looking to outsource their contact center infrastructure or workforce optimization (WFO) in order to reduce costs and increase efficiency. However, some forward-thinking companies are outsourcing both from the same vendor, in an interconnected environment.
With a seemingly exhaustive number of methods to communicate -- not to mention an expected $280 billion in U.S. e-commerce sales in 2015 -- contact center technology today requires a new approach.
Using a wireless headset previously caused problems because of interference with other devices. Read this white paper that details the benefits of using wireless devices that utilize the 1.9GHz band to avoid interference issues.
Access this helpful resource to learn what to ask when searching for a cloud-based contact center tools -- especially interactive voice response (IVR) technology. Discover the hidden "red flags" that signal you to dig a little deeper before selecting a final vendor for your cloud contact center initiatives.
This quick guide will identify some of the most popular metrics that you should be measuring, look at ways in which you can measure them, and how to utilize these measures to improve your service delivery.
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