Customer Interaction Services Reports

EGUIDE: Access this exclusive resource to find out about the value of a chief customer resource officer. Read on to learn more about their duties and responsibilities and how they can help you organization refocus on the increasingly important customer experience management.

Posted: 18 Feb 2013 | Published: 18 Feb 2013

EGUIDE: Usually when deciding between CRM platforms businesses focused on the deployment method: cloud vs. on-premise. However, as bolstering the customer experience grows in importance, savvy companies are focusing their attention of the features the platform has to offer. Read on to learn which features should be considered in your buying decision.

Posted: 28 Jan 2013 | Published: 28 Jan 2013

EGUIDE: In our customer-centric market, the voice of the consumer is having a major effect on day-to-day business decisions. This expert e-guide reveals tips and advice to help readers utilize marketing strategies to best improve the customer experience and understanding.

Posted: 19 Jun 2012 | Published: 19 Jun 2012

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

EGUIDE: This E-Guide examines how technologies are redefining sales roles, and provides insight into how businesses are re-evaluating sales management strategies – from hiring to compensation to internal business processes – to get ahead of the competition.

Posted: 16 Sep 2013 | Published: 16 Sep 2013

CASE STUDY: Consult this case study today to learn how UPMC Health Plan developed an innovative customer service strategy that provided consistent, personal customer experiences, enabled constant service improvements, and more.

Posted: 16 Sep 2013 | Published: 16 Sep 2013

CASE STUDY: This case study reveals how Canadian insurer ICBC built a flexible, cutting-edge contact center as a key part of its customer-centric strategy, enabling the company to improve routing flexibility, increase customer satisfaction, and more.

Posted: 13 Sep 2013 | Published: 31 Dec 2012

WHITE PAPER: Is your legacy call center infrastructure limiting your organization's ability to increase efficiencies, reduce costs, and raise productivity? What's the true cost of a legacy call center? Answer these questions now by consulting this exclusive infographic.

Posted: 04 Sep 2013 | Published: 04 Sep 2013

EBOOK: In this e-book, explore how you can deliver optimal experiences throughout the customer journey with the right buy, market, sell and service processes. Learn how a customer-focused approach can help you make smarter commerce decisions that improve customer loyalty and profitability.

Posted: 03 Sep 2013 | Published: 30 Apr 2013

EBOOK: Launching a social CRM strategy? It's a good idea, but be careful not to overdo it. Get the keys to effective social CRM.

Posted: 29 Aug 2013 | Published: 29 Aug 2013

EGUIDE: In this expert e-guide, discover why the contact center should play a more pivotal role in customer experience management, and learn how to merge siloed processes to create a more cohesive customer experience.

Posted: 26 Aug 2013 | Published: 26 Aug 2013

WHITE PAPER: Check out this resource to learn about a customer interaction hub - a comprehensive infrastructure that stores and presents all customer interactions in an organized way, empowering you will a the information you need to form lifelong customer relationships.

Posted: 26 Jul 2013 | Published: 26 Jul 2013

WHITE PAPER: Check out this informative resource for an overview of a customer relationship management (CRM) suite that helps you make the most of your interactions and gain valuable customer insight to deliver measurable business results.

Posted: 25 Jul 2013 | Published: 31 Oct 2012

WHITE PAPER: In this resource, learn why the website as you know it is dead, and find guidance to help you engage and interact with customers through your content and build a stronger digital presence.

Posted: 23 Jul 2013 | Published: 31 Oct 2012

WHITE PAPER: This resource details the opportunities that mobility presents for contact centers, and offers guidance to help you weave these opportunities into a strategy that empowers you to capitalize on mobile benefits and sharpen your competitive edge.

Posted: 19 Jun 2013 | Published: 31 Dec 2012

WHITE PAPER: Access this exclusive resource to learn how you can effectively leverage the BYOD and consumerization of IT trend in order to better support sales and service teams and boost sales. Inside you'll find info about mobile customer relations management, mobile apps for marketing, a guide to selecting apps, and more.

Posted: 31 May 2013 | Published: 31 May 2013

WHITE PAPER: Customers today are asking for an engaging, personalized web experience that pulls them in, and your business needs to deliver. Access this white paper to discover the business case for creating personalized web experiences, and discover how marketers are listening to consumers in order to optimize digital marketing strategies.

Posted: 12 Apr 2013 | Published: 12 Apr 2013

EGUIDE: Social media analytics can help you gain valuable insights into your business, but it can also be a waste if not implemented properly. Read this expert e-guide to learn about the typical pitfalls of companies when deploying a social media analytics program and get advice on how to avoid them.

Posted: 15 Mar 2013 | Published: 15 Mar 2013

EBOOK: CIOs must marry online and physical offerings to personalize business interactions for each and every customer in today's collaborative world. Find out how leading businesses are paving the way with top-notch customer experience strategies.

Posted: 14 Mar 2013 | Published: 14 Mar 2013

PRESENTATION TRANSCRIPT: In this presentation transcript, Principle Analyst Zeus Kerravala of ZK Research reveals the secrets of utilizing digital signage to its fullest potential. Learn the transformations this technology has gone through, where it's going, and how businesses have successfully leveraged its power.

Posted: 21 Dec 2012 | Published: 21 Dec 2012

PRESENTATION TRANSCRIPT: In today's market, it's easier to keep existing customers than obtain new ones. In order to retain the most customers, you need optimal CRM strategies – but relying on CRM software alone won't cut it anymore. Read this transcript to learn how integrating CRM with enterprise resource planning (ERP) can enhance your sales strategies.

Posted: 26 Nov 2012 | Published: 26 Nov 2012

WHITE PAPER: Customer data integration helps companies grow and thrive, but businesses still have a long way to go to implement customer relationship management (CRM) in a meaningful way. Check out what over 300 companies said about cloud, their CRM platforms, and customer data integration in this survey.

Posted: 20 Aug 2012 | Published: 20 Aug 2012

EGUIDE: This tip guide provides you with Gartner's expert insights into this fragmented social CRM market and predictions for the future of social CRM from their 2011 Magic Quadrant for Social CRM.

Posted: 07 Jul 2012 | Published: 08 Feb 2012

WHITE PAPER: Read this paper to see how you can maximize your customer relationship management efforts through social customer service and foster brand loyalty, higher customer lifetime value, enhanced customer experience, and higher revenues.

Posted: 06 Jul 2012 | Published: 06 Jul 2012

WHITE PAPER: In order to prosper in today’s challenging environment, delivering high quality customer service is critical. This paper outlines an approach to building a solid customer service strategy and addresses common challenges as well as tips for avoiding and overcoming pitfalls.

Posted: 21 Jun 2012 | Published: 21 Jun 2012