Customer Relationship Optimization

WHITE PAPER: This comprehensive white paper explores the state of customer-business interaction today, and outlines the capabilities and features of a "customer communication hub" – a way to unify customer interaction across a variety of modern channels, including social media and mobile.

Posted: 06 May 2013 | Published: 31 Dec 2012

WEBCAST: In this on demand webinar explore the impact of cloud initiatives and new customer relationships on integration strategy. Continue on to learn what you should take into account when preparing your integration initiatives.

Posted: 05 Apr 2013 | Premiered: Feb 28, 2013

CASE STUDY: Spain's La Caixa bank wanted to expand into international markets, but reaching new customers meant amping up its customer service experience. Read this brief case study to discover how La Caixa chose a contact center outsourcing service to improve its customer experience management, boost its competitive position, and ultimately drive growth.

Posted: 27 Mar 2013 | Published: 30 Sep 2009

CASE STUDY: Shred-It, a leading information security company providing document destruction services, was looking to initiate a mobile strategy to improve the efficiency of their customer service reps (CSRs). Read this short case study to learn how  mobilizing their CRM service processes allows Shred-It to provide standardized, consistent delivery of service.

Posted: 07 May 2013 | Published: 07 May 2013

WHITE PAPER: Today's customers demand highly personalized, engaging experiences, and leveraging social media to transform your contact center is a way to surpass these expectations. Access this whitepaper to learn how combining contact center best practices with social media CRM technologies can increase the effectiveness of your customer interactions.

Posted: 28 May 2013 | Published: 23 May 2013

WEBCAST: Join this webinar to learn how HMS (the nation's leader in healthcare cost containment solutions) took a strategic look at its PeopleSoft investment with a view to enhancing the system's performance and efficiency to ensure a better bang for their HR buck.

Posted: 29 Mar 2013 | Premiered: May 1, 2013, 14:00 EDT (18:00 GMT)

WHITE PAPER: 42% of contact center decision-makers say they're unable to effectively manage end-to-end workflow of customer interactions, and one of the main reasons for this is sub-par back-office processes. In this resource, explore how improving back-office staff utilization and performance results in more accurate, timelier responses to customer queries.

Posted: 23 May 2013 | Published: 31 Mar 2013

ANALYST REPORT: Nucleus Research assesses Microsoft's long-awaited announcement for iPad support and new Yammer capabilities for Dynamics CRM.

Posted: 05 Apr 2013 | Published: 05 Apr 2013

WHITE PAPER: Insurers can take three steps to harness an explosion of big data for claims, customer retention and fraud detection.

Posted: 04 Jun 2013 | Published: 31 Mar 2012

EBOOK: Integrating cloud applications with in-house legacy applications can be a difficult undertaking. The good news is that there are more options than ever that allow organizations to do all the integration themselves. This e-book examines what you need to know to develop the right cloud application integration strategy for your organization.

Posted: 22 May 2013 | Published: 27 May 2010