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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  … 
Definition continues below.
Customer Interaction ServicesReports
101 - 125 of 258 Matches Previous Page  | Next Page
The Mobile Engagement Market: Top Providers and Offerings
sponsored by Hewlett-Packard Limited
ANALYST REPORT: This report from Forrester Research examines why and how mobility is becoming the foundation for customer engagement and offers key recommendations to help CIOs find mobile engagement success.
Posted: 20 Dec 2013 | Published: 06 Aug 2013

Hewlett-Packard Limited

Create a Strong, Dynamic Customer Experience
sponsored by Hewlett-Packard Limited
WHITE PAPER: This resource explores the changing e-commerce landscape, and investigates how developing an omni-channel environment can help you create a strong, dynamic customer experience.
Posted: 19 Dec 2013 | Published: 30 Nov 2012

Hewlett-Packard Limited

Omnichannel Shoppers Trendagram
sponsored by Hewlett-Packard Limited
WHITE PAPER: This brief infographic takes a by-the-numbers look at omnichannel shopping trends, customer expectations, and the key opportunities that are emerging for retailers.
Posted: 18 Dec 2013 | Published: 31 Aug 2013

Hewlett-Packard Limited

Big Job: Understanding the 'Omni-consumer'
sponsored by Hewlett-Packard Limited
WHITE PAPER: This resource explains how a predictive analytics strategy can help you navigate customer engagement and handle omnichannel operational challenges.
Posted: 18 Dec 2013 | Published: 31 Jul 2013

Hewlett-Packard Limited

Delivering omni-channel shopping - Using information management and analytics in consumer industries and retail
sponsored by Hewlett-Packard Limited
WHITE PAPER: This resource examines the data-oriented trends affecting consumer industries and retailers, and evaluates next-generation analytics strategies that are driving success.
Posted: 17 Dec 2013 | Published: 28 Feb 2013

Hewlett-Packard Limited

Taking control of the customer experience in retail banking
sponsored by Hewlett-Packard Limited
WEBCAST: This on-demand webcast examines the value of customer-centricity in retail banking, and offers key insights to help you take control of the customer experience.
Posted: 17 Dec 2013 | Premiered: Nov 12, 2013

Hewlett-Packard Limited

Delivering a Seamless Experience Across Every Channel
sponsored by IBM
WHITE PAPER: This white paper reveals the results of a survey of over 500 e-commerce and e-business professionals, and provides key insights and best practices for improving customer experiences across all channels.
Posted: 15 Nov 2013 | Published: 31 May 2013

IBM

Addressing changing customer behavior
sponsored by IBM
WHITE PAPER: This resource offers valuable insight to help you better understand customer behaviors and improve online customer experiences.
Posted: 13 Nov 2013 | Published: 31 May 2013

IBM

Set Your IT Business Up For Success: Achieving Client Satisfaction in the First 30 Days
sponsored by LabTech Software
EBOOK: Learn the steps you can follow to make the onboarding process as smooth as possible, so you build client confidence fast and evolve from simply being the hired help to being viewed as a trusted advisor and valuable asset to your clients' business.
Posted: 26 Oct 2013 | Published: 25 Oct 2013

LabTech Software

HP Offer Optimization Services
sponsored by Hewlett-Packard Limited
WHITE PAPER: This brief resource introduces an advanced analytics approach that can help you glean insights from multiple data sources – allowing your organization to identify customer buying patterns and increase your margin per customer transaction.
Posted: 25 Sep 2013 | Published: 30 Jun 2013

Hewlett-Packard Limited

Comparing the Total Cost of Ownership of TDM and SIP Contact Centers
sponsored by Genesys
WHITE PAPER: This resource compares the total cost of ownership of traditional Time Division Multiplex (TDM) and Session Initiation Protocol (SIP) contact centers. Read on to learn how the right contact center infrastructure can lead the way for success.
Posted: 16 Sep 2013 | Published: 30 Nov 2012

Genesys

Puzzling: Finding the Missing Pieces of your Customer Picture
sponsored by IBM
WEBCAST: In this on-demand video, learn about the need for a complete customer view, and discover how the right big data and analytics tools can help you get there by giving you the power to predict customer behaviors, improve customer engagement, and more.
Posted: 27 Dec 2013 | Premiered: Sep 3, 2013

IBM

Connected Customer Centricity - MS perspective on the Retail Industry
sponsored by Microsoft India
WHITE PAPER: This resource reveals how your organization can develop successful customer-centric strategies and deliver superior customer value.
Posted: 19 Dec 2013 | Published: 31 Jan 2012

Microsoft India

Dynamic Business - From Aspiration to Reality
sponsored by Microsoft India
WHITE PAPER: This resource examines how you can make your organization a dynamic business with the right set of innovative and proactive applications and tools.
Posted: 19 Dec 2013 | Published: 19 Mar 2013

Microsoft India

Smarter Process in the age of the customer
sponsored by IBM
WHITE PAPER: Customers expect your operations to be instant, seamless and insightful so that each interaction is fast and effective. Access this fascinating white paper today to learn about expert solutions for improving business operations so as to effectively cater to customer interactions.
Posted: 12 Nov 2013 | Published: 30 Apr 2013

IBM

How Satisfied Are Your Customers?
sponsored by IBM
WHITE PAPER: This brief resource provides statistics and other insights that explain why it's more important than ever to provide excellent customer service and experiences. Read on to learn more.
Posted: 11 Nov 2013 | Published: 11 Nov 2013

IBM

Business Information: Ring My Bell
sponsored by SearchBusinessAnalytics
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

SearchBusinessAnalytics

Guide to Customer Experience Management Best Practices, Technologies Reader
sponsored by Genesys-Angel
EGUIDE: This guide consists of articles that shed light on the new technologies shaping CEM today and offers advice on strategies and best practices organizations can use to optimize customer relations, increase profit and keep up with their consumers.
Posted: 18 Oct 2013 | Published: 18 Oct 2013

Genesys-Angel

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

Salesforce.com

Proactive Customer Engagement
sponsored by Genesys-Angel
WHITE PAPER: In this research report from the Yankee Group, explore how to achieve successful customer engagement management across the entire customer lifecycle by leveraging the right tools and integrating communication channels.
Posted: 30 Sep 2013 | Published: 31 Jul 2013

Genesys-Angel

Improve your response: HP Enterprise Cloud Services for SAP CRM Rapid Deployment Solutions
sponsored by Hewlett-Packard Company
WHITE PAPER: This resource explains how you can enable rapid deployment of your SAP CRM applications by leveraging a cloud-based platform. Learn how to significantly reduce implementation costs and time, so you can respond swifter to market changes and meet the increasing demands of your customers.
Posted: 27 Sep 2013 | Published: 31 May 2012

Hewlett-Packard Company

Align with your customers - SAP CRM sales service and marketing rapid-deployment solution
sponsored by Hewlett-Packard Company
WHITE PAPER: In this resource, explore how a rapid deployment solution for SAP CRM allows you to quickly adopt CRM best practices and processes in a short time frame, for higher and faster ROI. Read now to learn about the capabilities and benefits of this strategy in the areas of sales, marketing, and service.
Posted: 27 Sep 2013 | Published: 30 Apr 2013

Hewlett-Packard Company

Whitepaper: Meet the Real Lean Portal
sponsored by Backbase
WHITE PAPER: This in-depth resource explores how a lean portal can help your organization trim the operational fat and deliver the kinds of experiences that customers crave. Read on to learn key differences between lean portals and suites, and uncover the benefits of "going lean."
Posted: 25 Sep 2013 | Published: 30 Jun 2013

Backbase

Managing and Optimizing the Call Center
sponsored by Aspect
EGUIDE: In this e-guide from the experts at SearchCRM.com, learn how your organization can optimize its call center and drive customer service success with the use of workforce management (WFM) software, real-time speech analytics software, guidance applications, predictive analytics, and other tools.
Posted: 24 Sep 2013 | Published: 24 Sep 2013

Aspect

Visa Desjardins Provides a Differentiated Customer Experience
sponsored by Genesys
WEBCAST: Access this video case study today to learn how Visa Desjardins – the largest financial cooperative group in Canada – optimized customer service delivery by investing in a new blended call center environment.
Posted: 16 Sep 2013 | Premiered: Feb 27, 2013

Genesys
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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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