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Customer Interaction Services

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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  … 
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Customer Interaction Services Reports
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Information Workflow Solutions for Retail Brochure
sponsored by Hewlett-Packard Limited
WHITE PAPER: Access this white paper to discover a platform that combines cloud, hardware, and software services that let you easily reach your customers, and make your business more efficient.
Posted: 25 Feb 2015 | Published: 25 Feb 2015

Hewlett-Packard Limited

Customer profile: eHarmony. Online matches enabled by strong data management
sponsored by Dell Software
CASE STUDY: Explore this valuable case study to get a breakdown of the benefits and solutions eharmony implemented for exceptional data replication results.
Posted: 24 Feb 2015 | Published: 30 Apr 2014

Dell Software

6 Keys to Effective Chat Operations
sponsored by [24]7
WHITE PAPER: In this informative white paper explore common misconceptions about chat. Read on to gain 6 key insights based on lessons learned to make your chat CRM more effective.
Posted: 24 Feb 2015 | Published: 24 Feb 2015

[24]7

The Adobe EchoSign advantage for media and entertainment
sponsored by Adobe EchoSign
WHITE PAPER: Access this white paper for information about e-signatures in the media sector.
Posted: 23 Feb 2015 | Published: 23 Feb 2015

Adobe EchoSign

Are you Ready For Mobile Capture?
sponsored by IBM
WHITE PAPER: Learn if you are ready to make a shift to mobile capture to improve your customer service and process agility. Read on to get the top 10 questions to ask before you make your move.
Posted: 20 Feb 2015 | Published: 20 Feb 2015

IBM

Predictive Analytics: Driving the Right Customer Interactions at the Right Time
sponsored by IBM
WHITE PAPER: This white paper explores how predictive analytics can drive customer intimacy by facilitating effective one-on-one interactions.
Posted: 20 Feb 2015 | Published: 31 May 2010

IBM

Breaking Down the Marketing Silos: The Key to Consistently Achieving Customer Satisfaction
sponsored by Teradata
WHITE PAPER: This report aims to be a blueprint—a roadmap even—for CMOs who want to build better-integrated marketing teams, increase customer engagement and turn bigger profits, but who find that silos are a persistent, nagging barrier.
Posted: 16 Feb 2015 | Published: 16 Feb 2015

Teradata

Who's Driving Your Brand? Navigating Today's Confusing Customer Pathways and Arriving with Your Brand Intact
sponsored by Teradata
EBOOK: This ebook will cover how marketers can gain competitive advantage by leveraging social media and loosening the reins on your brand.
Posted: 16 Feb 2015 | Published: 31 Dec 2014

Teradata

8 Expert Tips for Thriving in Today's Data-Driven Marketing Landscape
sponsored by Silverpop Systems Inc. an IBM Company
WHITE PAPER: Access this valuable white paper to learn 8 tips from experts on how to gain proficiency in data-driven markets and encourage revenue through relationships built on relevant interactive messaging.
Posted: 09 Feb 2015 | Published: 31 Dec 2014

Silverpop Systems Inc. an IBM Company

How Digital Services Can Give Your Building Society a Competitive Edge
sponsored by IPL
WHITE PAPER: With in-house development being too costly for most, third-party digital delivery platforms offer a genuine alternative by lowering the barriers to those new customers, who will suddenly be within much closer reach of even the smaller building societies and mutuals. 2015 is here, now is the time to act.
Posted: 06 Feb 2015 | Published: 31 Dec 2014

IPL

10 Digital Marketing Tips for a Successful 2015
sponsored by Silverpop Systems Inc. an IBM Company
WHITE PAPER: Access this valuable white paper to learn more about the top 10 digital marketing trends from last year that are making a big splash in the field today
Posted: 06 Feb 2015 | Published: 06 Feb 2015

Silverpop Systems Inc. an IBM Company

5 Tips for "White Space" Emails That Educate, Entertain, and Engage
sponsored by Silverpop Systems Inc. an IBM Company
WHITE PAPER: Access this valuable white paper to learn more about informative "white space" emails as a contrast to the traditional sales driven marketing email. With informative tricks and educational tips and trends to build intimate relationships with the customer, read on to find out how white space emails could ultimately fuel revenue for your company.
Posted: 06 Feb 2015 | Published: 06 Feb 2015

Silverpop Systems Inc. an IBM Company

4 Steps to Building a Successful UC&C Strategy
sponsored by Dell, Inc.
WHITE PAPER: In this white paper, learn the four steps to UC&C success and how to maximize your ROI. Read on to discover how choosing the right server platform and software as a service (SaaS) provider equip you with the proper tools for a successful UC&C strategy.
Posted: 05 Feb 2015 | Published: 01 Oct 2014

Dell, Inc.

Ultimate Guide to Post-Purchase Messages: 15 Ways to Build Loyalty and Drive More Revenue
sponsored by Silverpop Systems Inc. an IBM Company
WHITE PAPER: Access this white paper to learn the 15 ways you can drive revenue and foster brand loyalty using triggered messages and other personalized content to build substantial relationships with your customers and keep them coming back for more.
Posted: 05 Feb 2015 | Published: 05 Feb 2015

Silverpop Systems Inc. an IBM Company

7 Key Marketing Trends for 2015 and Tactics for Succeeding in the New Year
sponsored by Silverpop Systems Inc. an IBM Company
WHITE PAPER: Access this valuable guide to learn more about the 7 key marketing trends for 2015 and how you can harness these trends to improve customer experience and maintain your competitive edge.
Posted: 04 Feb 2015 | Published: 04 Feb 2015

Silverpop Systems Inc. an IBM Company

Beware of These Three Misleading Customer Experience Buzzwords
sponsored by [24]7
RESOURCE: Access this brief resource which attempts to define and contextualize common customer experience buzzwords to help you avoid being fooled by inaccurate lexicography.
Posted: 30 Jan 2015 | Published: 30 Jan 2015

[24]7

Upgrade Your Voice Interactions for Digital Age
sponsored by [24]7
RESOURCE: Access this concise resource to learn more about one platform which enables your voice agents to collaborate with voice callers through visual interaction initiated through a URL sent to smart phones through SMS or email.
Posted: 29 Jan 2015 | Published: 29 Jan 2015

[24]7

How Natural Language Capabilities for IVR can Increase Custumer Self-Service Satisfaction
sponsored by [24]7
RESOURCE: Access this concise resource to learn how to upgrade your traditional IVR system to a next generation one and increase customer satisfaction by making it simpler and faster for customer to self-serve.
Posted: 28 Jan 2015 | Published: 28 Jan 2015

[24]7

Two Design Principles to Boost Customer Engagement on Mobile Chat
sponsored by [24]7
RESOURCE: Access this concise resource to master two design principles which can engage customers more easily through mobile chat platform. Read on to learn more about the benefits on company received by customizing mobile chat.
Posted: 28 Jan 2015 | Published: 28 Jan 2015

[24]7

5 Ways to Boost Your NPS By 20 Points Through Smart Chat
sponsored by [24]7
RESOURCE: Access this brief resource to gain a visual understanding of the ways in which you can train your agents to assist customers effectively and increase your NPS score.
Posted: 27 Jan 2015 | Published: 27 Jan 2015

[24]7

The Definitive Guide to Engaging Content Marketing
sponsored by Marketo
RESOURCE: This featured resource considers content marketing as a solution to help cut through the noise and capture client attention. Read on to find out the essentials of content marketing.
Posted: 22 Jan 2015 | Published: 22 Jan 2015

Marketo

IBM ExperienceOne: Continuous engagement at Greenwheels
sponsored by IBM
VIDEO: This video demonstration examines how IBM ExperienceOne helps organizations attract, engage and maximize the lifetime value of customers by enriching the ways they access product information and interact with your company digitally.
Posted: 21 Jan 2015 | Premiered: 21 Jan 2015

IBM

Case Study: Performance Bike
sponsored by IBM
WHITE PAPER: This white paper examines how Performance Bicycle, a leading cycling product retailer based in North Carolina, created an interactive, centralized collection of employee knowledge seamlessly linked to its e-commerce site – enabling knowledgeable employees to share expertise with customers and visitors.
Posted: 21 Jan 2015 | Published: 21 Jan 2015

IBM

Demonstrating the ROI of IBM’s Exceptional Digital Experience Solutions
sponsored by IBM
WHITE PAPER: This whitepaper examines the results of an IDC study concerning the economic benefits of moving away from a homegrown solution or custom integration of multi-vendor components to a single-platform digital content delivery solution – specifically IBM's integrated Exceptional Digital Experience suite.
Posted: 20 Jan 2015 | Published: 20 Jan 2015

IBM

How Natural Language Capabilities for IVR can Increase Custumer Self-Service Satisfaction
sponsored by [24]7
RESOURCE: Access this concise resource to learn how to upgrade your traditional IVR system to a next generation one and increase customer satisfaction by making it simpler and faster for customer to self-serve.
Posted: 29 Jan 2015 | Published: 29 Jan 2015

[24]7
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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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