Customer Interaction Services White Papers ( CIS, Customer Relations ) Software Downloads, Definition and Webcasts

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May 23, 2012

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Customer Interaction Services
ALSO CALLED: CIS, Customer Relations DEFINITION: Collaborative browsing (also known as co-browsing) is a software-enabled technique that allows someone in an enterprise contact center to interact with a customer by using the customer's Web browser to show them something. For example, a B2B customer having difficulty placing an order could call a customer service representative who could then show the customer how to use the ordering pages as though … Definition continues below.
Customer Interaction Services Reports
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Defining the 21st Century salesperson sponsored by SAP America, Inc. WHITE PAPER: This expert white paper from Forrester Research discusses how the role of the sales person has changed in today's digital world and the four types of salespeople in the 21st century. Posted: 15 May 2012 \| Published: 15 May 2012 TOPICS: B2B \| CRM \| Customer Interaction Services \| Customer Satisfaction \| Customer Service \| Sales \| Sales Force Automation \| Sales Representatives

SearchCRM.com E-Guide: Optimizing the customer experience with CRM sponsored by SAP America, Inc. EGUIDE: This expert e-guide provides insight on customer experience management, how to build it, and why companies are no longer focusing on cloud v. on-premise for CRM solutions. Posted: 09 May 2012 \| Published: 09 May 2012 TOPICS: CRM \| CRM Best Practices \| CRM Software \| Customer Interaction Services \| Customer Retention \| Customer Satisfaction \| Customer Service

Are you a social savvy business? sponsored by Alfresco Software WEBCAST: This informative webcast discusses how to harness the power of social media and provides a demonstration of Alfresco's enterprise content management tool. Posted: 04 May 2012 \| Premiered: 04 May 2012 TOPICS: Content Management \| Content Management Software \| CRM \| Customer Interaction Services \| Enterprise Content Management \| Enterprise Content Management Software \| Web 2.0 \| Web Content Management

The Future of Loyalty sponsored by SAP America, Inc. WHITE PAPER: Read this paper to learn how the changing face of customer loyalty is affecting retailers now and in the future. Learn how to gain advantage from more adept use of technology and data, and the importance of effective customer insight to stay attuned to fast-changing customer behavior and sentiments. Posted: 27 Apr 2012 \| Published: 27 Apr 2012 TOPICS: CRM \| Customer Data Integration \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Loyalty Programs \| Retail Channels

Next Contact Avoidance:A Pre-Emptive Strategy for Customer Satisfaction sponsored by Enkata Technologies EBOOK: This paper discusses using predictive analytics to improve customer satisfaction. Posted: 26 Apr 2012 \| Published: 26 Apr 2012 TOPICS: Call Center Management \| Call Centers \| Contact Center Management \| Contact Center Software \| CRM Analytics \| Customer Interaction Services \| Customer Satisfaction \| Customer Service Best Practices

Realizing The True Payoffs of Speech Analytics sponsored by Enkata Technologies WHITE PAPER: This white paper takes a look at speech analytics and how companies are using cloud-based solutions to transform customer conversations into business insight. Posted: 25 Apr 2012 \| Published: 25 Apr 2012 TOPICS: Content Analytics \| CRM \| CRM Analytics \| CRM Analytics Software \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Service

The Five Fundamentals for a Successful FCR Program sponsored by Enkata Technologies WHITE PAPER: This paper outlines the five fundamentals for a successful FCR program. Posted: 25 Apr 2012 \| Published: 25 Apr 2012 TOPICS: Call Center Management \| Call Center Services \| Call Centers \| Customer Interaction Services \| Customer Retention \| Customer Service \| Customer Service Best Practices

Leveraging Web Content Management for Improved Online Marketing sponsored by OpenText WEBCAST: This webcast discusses strategies and advantages for leveraging web content management to improve your online marketing initiatives. Posted: 05 Apr 2012 \| Premiered: 05 Apr 2012 TOPICS: Content Management \| CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Satisfaction \| Online Marketing \| Web 2.0 \| Web Content Management

Multi-Channel Digital Marketing: The New Era of Customer Engagement sponsored by OpenText ANALYST REPORT: Access this useful paper to discover how you can use multi-channel marketing to target the right customer with the right content at the right time. Posted: 29 Mar 2012 \| Published: 29 Mar 2012 TOPICS: CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Social Networking \| Web 2.0

Online Marketing - How to Create Value from Today's Digital Environment sponsored by OpenText WHITE PAPER: In this paper, you’ll find more details about the trends driving online marketing and advice on how to develop your online marketing strategy to reach goals and deliver maximum value from Web initiatives. Posted: 29 Mar 2012 \| Published: 29 Mar 2012 TOPICS: CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Satisfaction \| Mobile CRM \| Online Marketing \| Social Networking \| Web 2.0

5 Steps to Serving Customers in a Mobile World sponsored by Voxeo WHITE PAPER: This brief resource outlines 5 steps you can take now to successfully engage customers across channels and realize profits. Posted: 22 Mar 2012 \| Published: 22 Mar 2012 TOPICS: CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Mobile CRM \| Web 2.0

Unified Self-Service: Delivering on the Value of Multi-Channel Customer Interactions sponsored by Voxeo WHITE PAPER: This informative paper addresses how your company can enhance service, lower costs and increase revenue by taking advantage of these new mediums and expanding the ways in which you communicate with your customers. Posted: 20 Mar 2012 \| Published: 20 Mar 2012 TOPICS: CRM \| Customer Interaction Services \| Customer Satisfaction \| Customer Self-Service \| Customer Service \| Mobile CRM \| Social Networking \| Web 2.0

Buyers Guide: The social side of customer relationship management sponsored by SugarCRM Inc. EGUIDE: This white paper reveals how social media can be integrated into your customer relationship management (CRM) system to build and improve customer relations. Posted: 05 Mar 2012 \| Published: 05 Mar 2012 TOPICS: CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Social Networking

Gartner predictions around Social CRM sponsored by Infor CRM EGUIDE: This tip e-guide from SearchCRM.com features insight from Gartner's 2011 Magic Quadrant for social customer relationship management (CRM). Read this now to learn what challenges are cropping up in CRM, how social media is affecting CRM strategies and what the future of social CRM looks like. Posted: 08 Feb 2012 \| Published: 08 Feb 2012 TOPICS: CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Social Networking \| Web 2.0

How to retain customer loyalty in the competitive retail market sponsored by Infor CRM WHITE PAPER: Read this now to learn how single-view software could enhance your customer relationship interactions with more insightful data. Posted: 16 Jan 2012 \| Published: 16 Jan 2012 TOPICS: CRM \| CRM Analytics \| CRM Best Practices \| Customer Data Integration \| Customer Data Management \| Customer Interaction Services \| eCommerce \| Web 2.0 \| Web Content Management

Unlock the Value of Social Media Data sponsored by Hewlett-Packard Limited WHITE PAPER: Read this paper now to learn how you can implement social data practices into your current customer analytics program. Posted: 05 Jan 2012 \| Published: 05 Jan 2012 TOPICS: Business Intelligence \| Customer Data Integration \| Customer Data Management \| Customer Interaction Services \| Customer Retention \| Data Analytics \| Social Networking \| Web 2.0

A realist's guide to building bottom line revenue and customer loyalty with social CRM sponsored by SugarCRM Inc. EBOOK: Is social CRM just hype or is it really worth your business's time? Read this eBook from SearchCRM.com for expert advice. Posted: 19 Oct 2011 \| Published: 19 Oct 2011 TOPICS: CRM \| Customer Interaction Services \| Customer Service \| Social Networking \| Web 2.0 \| Web Content Management

How to Win Online: Advanced Personalization in E-Commerce sponsored by Oracle Corporation WHITE PAPER: E-sellers must personalize their customer interactions. Recent studies show that personalization is a highly effective method for increasing consumer lifetime value for online sellers. It can have a direct and positive impact on the core metrics that make up e-commerce success: loyalty, conversion, retention, and average order size. Posted: 25 Apr 2011 \| Published: 25 Apr 2011 TOPICS: CRM \| CRM Services \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service

12 Advantages of Agile Software Development sponsored by Global Knowledge WHITE PAPER: This paper examines 12 ways in which the Agile methods are valuable. Posted: 10 Jan 2011 \| Published: 10 Jan 2011 TOPICS: Customer Interaction Services \| Customer Satisfaction \| Project Management \| Project Management Software \| Software Development Life-Cycles \| Software Development Methodologies \| Software Project Management \| Software Quality Assurance

Maximize the Customer Experience: Balancing the Service Level Mix in the Call Center sponsored by inContact WHITE PAPER: Supported by insights from Peppers & Rogers Group and inContact, this white paper will explore the benefits of applying the right mix of self-service and agent-assisted support to meet customer expectations effectively and maximize business outcomes. Posted: 10 Jan 2011 \| Published: 10 Jan 2011 TOPICS: Customer Data Integration \| Customer Data Management \| Customer Interaction Services \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices

Optimizing Service Channels: Five Essential Tips for Balancing Customer Support and Controlling Support Costs sponsored by inContact WHITE PAPER: This white paper discusses the ways in which organizations are striving to maintain excellent customer service for all types of clients while at the same time controlling support costs. Read this white paper to learn more. Posted: 10 Jan 2011 \| Published: 10 Jan 2011 TOPICS: Call Center Management \| Call Centers \| Customer Data Integration \| Customer Data Management \| Customer Interaction Services \| Customer Satisfaction \| Customer Service

IDC Case Study: Optimizing eCommerce Decisions at TIAA-CREF sponsored by Oracle Corporation CASE STUDY: This IDC case study examines the benefits TIAA-CREF, a Fortune 100 financial services firm, gained from automating their eCommerce marketing. By deploying Oracle Real-Time Decisions, TIAA-CREF was able to apply intelligent process automation to customize online customer interactions. Posted: 16 Dec 2010 \| Published: 16 Dec 2010 TOPICS: Business Process Automation \| Business Process Management \| CRM \| Customer Interaction Services \| Customer Service \| Enterprise Content Management \| Enterprise Content Management Software \| Marketing \| SOA

Walk Before You Run: Incorporating Social Channels Into Your CRM Strategy sponsored by SugarCRM Inc. WHITE PAPER: Social channels are here to stay and should be part of your customer engagement strategy, as you will be required to integrate these new channels sooner, rather than later. This paper will help you build the best road map to customer success, integrating both old and new channels into your customer experience strategy. Posted: 08 Nov 2010 \| Published: 08 Nov 2010 TOPICS: CRM \| CRM Best Practices \| CRM Software \| Customer Interaction Services \| Customer Retention \| Customer Satisfaction \| Customer Service \| Social Computing \| Social Networking

Accela Video Whitepaper: Differentiate Your Company with Complete CRM sponsored by Oracle Corporation VIDEO: Interactions between partners, customers, and employees are much faster-paced in our highly-networked world. It is important that CRM solutions understand these relationships. Watch this video to learn strategies for CRM evolution. Posted: 05 Apr 2010 \| Premiered: 05 Apr 2010 TOPICS: Business Intelligence \| CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Self-Service \| Customer Service \| Social Networking \| Web 2.0

Executive Dialogue: Finding Customer Loyalty in a Multichannel World sponsored by Oracle Corporation WHITE PAPER: Loyal customers are the lifeblood of a business. Read this paper for a discussion, given by executives Don Peppers and Melissa Boxer, of the four key principles of success in gaining customer loyalty. Posted: 02 Apr 2010 \| Published: 02 Apr 2010 TOPICS: CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Market Trends \| Marketing

25 Matches

CUSTOMER INTERACTION SERVICES DEFINITION (continued): … Collaborative browsing (also known as co-browsing) is a software-enabled technique that allows someone in an enterprise contact center to interact with a customer by using the customer's Web browser to show them something. For example, a B2B customer having difficulty placing an order could call a customer service representative who could then show the customer how to use the ordering pages as though the customer were using their own mouse and keyboard. Collaborative browsing can include e-mail, fax, regular telephone, and Internet phone contact as part of an interaction. Effectively, collaborative browsing allows a company and a customer to "be on the same page."

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