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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
176 - 200 of 205 Matches Previous Page  | Next Page
Saving At-Risk Customers and Revenue Through Survey Action Management
sponsored by MarketTools, Inc.
WHITE PAPER: Read this white paper to understand what Survey Action Management is and how it can help your organization effectively address customer concerns, save at-risk customers, and build customer satisfaction and loyalty.
Posted: 25 Nov 2009 | Published: 24 Nov 2009

MarketTools, Inc.

Optimize Customer Experience to Achieve Competitive Advantage
sponsored by Wipro Technologies
WHITE PAPER: Outsourcing Center and Wipro performed a survey that aimed to gauge how banking institutions are doing with their customer experience initiatives. While not a complete picture of how these financial institutions are progressing with their customer experience efforts, survey results point to some general trends and beliefs in this important area.
Posted: 21 Oct 2009 | Published: 21 Oct 2009

Wipro Technologies

7 Habits of Highly Successful Surveys
sponsored by Vovici
WHITE PAPER: Understanding your customer is vital to maintaining and improving loyalty. Learn how to measure customer experience so you can build customer loyalty. Download a copy of the latest Vovici whitepaper 'The Customer Satisfaction Survey' to learn how to understand the major customer experience metrics and more!
Posted: 20 Oct 2009 | Published: 20 Oct 2009

Vovici

The Flawed Vision of Customer Data Integration – How to Get it Right the First Time
sponsored by Siperian, Inc.
WHITE PAPER: The initial goal of Customer Data Integration (CDI) was to create the most reliable customer data for the entire company. We now know that the golden opportunity for CDI lies within Master Data Management and the ability to uncover interactions and understand the relationships that companies have with their customers.
Posted: 16 Sep 2009 | Published: 16 Sep 2009

Siperian, Inc.

Solutions Provider Improves Productivity with Flexible Implementation Methodology
sponsored by Microsoft
CASE STUDY: Stanley Stuart Yoffee & Hendrix, Inc. (SSYH), a Microsoft® Gold Certified Partner based in Florida, implements software solutions utilizing the Microsoft family of products. With large-scale projects across varied industries, the company turned to the Microsoft Dynamics™ Sure Step Methodology to help communicate with customers...
Posted: 25 Aug 2009 | Published: 29 Jun 2007

Microsoft

E-Book: How to Lose Customers in Five Easy Steps
sponsored by SAS
EBOOK: This paper presents the five most common practices that result in losing the customer and how to avoid those pitfalls. You'll also learn how smarter customer interactions and more customer-centric measures can help you deepen and grow relationships with your most valuable customers.
Posted: 24 Aug 2009 | Published: 24 Aug 2009

SAS

Producing to Order: Discrete Manufacturers and Customer Demand
sponsored by SAP America, Inc.
WHITE PAPER: Find out how discrete manufacturers are becoming truly customer-centric by pursuing or planning a variety of initiatives, including the improvement of customer service and the closer integration of customers into product design. The greatest impact is expected from plans to implement demand-driven manufacturing.
Posted: 07 Aug 2009 | Published: 07 Aug 2009

SAP America, Inc.

A Premium on Efficiency: Midsize Manufacturers Confront the Obstacles to Growth
sponsored by SAP America, Inc.
WHITE PAPER: How do best-in-class midsize manufacturers continue to grow in a tough economy? This research report, conducted by EIU, outlines measures manufacturers implement to continue expanding even while coping with the strains of softening demand in key markets, rising input costs, and downward pressure on prices.
Posted: 07 Aug 2009 | Published: 07 Aug 2009

SAP America, Inc.

Beating the Browser Wars: How to Win the Battle for Web Performance
sponsored by Gomez
WHITE PAPER: The war of the browsers is in full swing and we are stuck in the middle. This paper offers practical advice that can help you survive and even prevail in this combative environment. Read this paper to learn everything you need to know about the browser wars and how to survive them.
Posted: 03 Aug 2009 | Published: 03 Aug 2009

Gomez

Infor CRM Epiphany for Hospitality
sponsored by Infor CRM
BROCHURE: Infor CRM Epiphany for Hospitality provides the integrated marketing, customer service, and analytics capabilities hotels, casinos, and other hospitality companies need to deliver exceptional service at every touch point.
Posted: 28 Jul 2009 | Published: 01 Jul 2009

Infor CRM

Infor CRM Interaction Advisor
sponsored by Infor CRM
PRODUCT DEMO: Watch this product demo to learn how Infor CRM Interaction Advisor will fuel organic growth by driving lifetime customer loyalty and increase value at every customer touch point without replacing any existing systems.
Posted: 22 Jul 2009 | Premiered: 22 Jul 2009

Infor CRM

ROI for the Online Channel: The Business Drivers for Your Investments in WCM Technology
sponsored by SDL Web Content Management Solutions Division
WHITE PAPER: This document provides you with the knowledge you need to make the connections between the SDL Tridion Web Content Management solution and its effects on your business.
Posted: 20 Jul 2009 | Published: 01 Jun 2009

SDL Web Content Management Solutions Division

Turning Customer Interactions into Money: Using Predictive Analytics to Achieve Stellar ROI
sponsored by SPSS Inc. Worldwide Headquarters
WHITE PAPER: This whitepaper makes the case for using predictive analytics as a catalyst for a company's growth. It includes best practices from several global companies including: Cablecom, Royal & Sun Alliance, and T. Rowe Price. Ultimately, it is about maximizing the level of understanding that can be achieved with customer data.
Posted: 07 May 2009 | Published: 31 Dec 2008

SPSS Inc. Worldwide Headquarters

Let Customer Feedback Do the Driving
sponsored by SPSS Inc. Worldwide Headquarters
WHITE PAPER: As the second installment in The Customer Innovation Series, this paper describes why and how Enterprise Feedback Management (EFM) is a critical component in solving the problem of enhancing customer-driven innovation.
Posted: 07 May 2009 | Published: 31 May 2007

SPSS Inc. Worldwide Headquarters

Enhancing the Customer Experience with Loyalty Management
sponsored by SAP America, Inc.
WHITE PAPER: By implementing loyalty programs that are integrated across sales, service, and marketing - across all channels of interaction - a firm can greatly enhance the customer experience, increase customer retention, and foster development of a community of people who serve as advocates for the business.
Posted: 27 Apr 2009 | Published: 27 Apr 2009

SAP America, Inc.

Enhancing Interaction Center ROI in Turbulent Economic Times
sponsored by SAP America, Inc.
WHITE PAPER: Interaction center managers, along with their counterparts in sales, marketing, and service, are being asked to deliver greater value on shoestring budgets. While the conventional reaction in tough economic times is to simply cut costs and services, the nature of the current downturn indicates that austerity measures of the past won't work today.
Posted: 27 Apr 2009 | Published: 27 Apr 2009

SAP America, Inc.

The Next Generation of CRM -- Engaging with the Empowered Customer in Turbulent Times
sponsored by SAP America, Inc.
IT BRIEFING: This IT Briefing will address the future state and shape of CRM, the transformational trends that are impacting companies, the CRM framework for success and competitive differentiation, and SAP's holistic approach in this CRM framework.
Posted: 17 Apr 2009 | Published: 17 Apr 2009

SAP America, Inc.

The Next Generation of CRM - Engaging with the Empowered Customer in Turbulent Times
sponsored by SAP America, Inc.
PODCAST: In this Podcast, Dr. Volker Hildebrand, VP CRM Product Management, SAP, will discuss these significant trends and outline SAP's approach to a new generation of CRM that will help companies not only survive the current economy but emerge as a leader in the long run.
Posted: 14 Apr 2009 | Premiered: Apr 14, 2009

SAP America, Inc.

The Next Generation of CRM - Engaging with the Empowered Customer in Turbulent Times
sponsored by SAP America, Inc.
WEBCAST: This Webcast and complimentary Podcast explores today's consumer trends and new customer strategies that will help companies not only survive the current economy but emerge as a leader in the long run.
Posted: 13 Mar 2009 | Premiered: Mar 31, 2009, 12:00 EDT (16:00 GMT)

SAP America, Inc.

Hard Hat Area: Myths and Pitfalls of Data Mining
sponsored by SPSS Inc. Worldwide Headquarters
WHITE PAPER: The intrepid data miner runs many risks, including being buried under mountains of data or disappearing along with the "mysterious disappearing terabyte." Myths and misconceptions create their own risks and need to be debunked. This article outlines some risks, debunks some myths, and provides some protective "hard hats" for data miners.
Posted: 20 Feb 2009 | Published: 20 Feb 2009

SPSS Inc. Worldwide Headquarters

Improving Order-To-Cash Cycle
sponsored by Wipro Technologies
WHITE PAPER: Order to Cash cycle--the sequential steps from acquisition of a customer's order up to the customer's money reaching the operator's bank account represents the financial lifeblood of any communications company.
Posted: 13 Jan 2009 | Published: 13 Jan 2009

Wipro Technologies

Seven Email Marketing Refreshes
sponsored by Bronto Software
WHITE PAPER: This whitepaper will detail seven key points that will help you quickly enhance your email-marketing program. You may also find some low hanging opportunities that you weren't aware you were missing.
Posted: 06 Oct 2008 | Published: 04 Oct 2008

Bronto Software

TransPromo Opportunities in a Digital World: Electronic Adaptations in an Era of Mobile Communications and Distracted Customers
sponsored by Pitney Bowes Group 1 Software
WHITE PAPER: This whitepaper traces the evolution of E-Transpromo, demonstrating the increasingly important role across new media. It explores self-service web portals, online banking and bill consolidators, cell phone bill pay, and secure transaction email.
Posted: 03 Sep 2008 | Published: 03 Sep 2008

Pitney Bowes Group 1 Software

A Disruptive Force in the Analytics Industry - LMG Service Sets a New Benchmark for Retail Analytics thanks to Kognitio
sponsored by Kognitio
CASE STUDY: In this case study Loyalty Management Group (LMG), tried to find a way to offer retailers and suppliers the ability to analyze full Electronic Point of Sale (EPOS) data volumes to help them gain insight, intelligence and statistical confidence.
Posted: 28 Jul 2008 | Published: 25 Jul 2008

Kognitio

The ECHO™ - Avaya Connection: ECHO™, and How It Interacts with Avaya's Telephony Solutions
sponsored by Teleformix
WHITE PAPER: Read this paper to learn how Teleformix's ECHO™ digital recording solution integrates seamlessly with Avaya's telephony systems, providing your company with a crucial customer service tool - quality assurance recording.
Posted: 11 Jul 2008 | Published: 01 Jul 2007

Teleformix
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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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