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Customer Satisfaction

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ALSO CALLED: User Satisfaction
DEFINITION: A qualitative measure of performance as defined by customers, which meet their basic requirements and standards.
Customer Satisfaction Reports
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Best practices for a seamless Omnichannel Customer Experience
sponsored by Genesys
WHITE PAPER: It is critical that you consider how to design a memorable experience in the customer lifecycle that maps to the needs of your particular customer segment and aligns to your brand values. Download this white paper now to uncover six best practices to help you design and implement that experience.
Posted: 12 Feb 2016 | Published: 12 Feb 2016

Genesys

The ROI of Omnichannel Customer Experience
sponsored by Genesys
WEBCAST: In this upcoming webcast, join guest speakers from Forrester as they discuss the economic impact of delivering an omnichannel customer experience. Register now to learn key market trends, steps to set up your omnichannel strategy, and more.
Posted: 12 Feb 2016 | Premiered: Feb 12, 2016

Genesys

5 Steps to Building a Customer Experience Driven Contact Center
sponsored by Genesys
WHITE PAPER: In a recent survey of over 2,000 business executives, sales and service departments are now the top two areas for software and strategic investments--Is your business onboard?
Posted: 12 Feb 2016 | Published: 12 Feb 2016

Genesys

CRM: Breaking the Loyalty Myth
sponsored by Oracle Corporation
WHITE PAPER: In this resource, one consumer behavior consultant lends his expertise to deliver the state of customer service in our time of digital disruption. Uncover opportunities by learning how to capture behavioral data to effectively evaluate initiatives that drive true customer loyalty.
Posted: 12 Feb 2016 | Published: 12 Feb 2016

Oracle Corporation

Building a Server Refresh Business Case
sponsored by Lenovo
WHITE PAPER: In this white paper, you'll find a business case that will help you understand how streamlining backend operations improves analytics, application performance, the customer's view of your business, and more.
Posted: 12 Feb 2016 | Published: 12 Feb 2016

Lenovo

Marketing Automation, Simplified
sponsored by Oracle Corporation
WHITE PAPER: This guide will help you understand the core competencies of marketing, as well as the benefits of implementing automation technology as part of your business structure. From targeting to analytics, you'll uncover the five tenets of modern marketing.
Posted: 11 Feb 2016 | Published: 11 Feb 2016

Oracle Corporation

5 Critical Requirements For a Future Ready Contact Center
sponsored by Genesys
EBOOK: Is your contact center future-ready? In this e-book you will learn how to deliver an effortless customer experience across multiple channels.
Posted: 11 Feb 2016 | Published: 31 Dec 2014

Genesys

Measuring Social Media ROI in the Enterprise: Myths and Facts
sponsored by Oracle Corporation
WHITE PAPER: When it comes to social media marketing, there is perhaps no other topic that is discussed more than determining and reporting return on investment, or ROI. This white paper makes the case that ROI determination can be approached in a unified, structured and straightforward way.
Posted: 11 Feb 2016 | Published: 11 Feb 2016

Oracle Corporation

The Technology Industry 2016
sponsored by ComputerWeekly.com
ESSENTIAL GUIDE: Most permanent IT professionals have seen their salaries rise over the past four years, and 15% are reporting pay rises of more than 10%, the Computer Weekly/Mortimer Spinks 2016 survey reveals.
Posted: 05 Feb 2016 | Published: 05 Feb 2016

ComputerWeekly.com

Multi-Channel Customer Communications in a Digital World: Engage Successfully
sponsored by Kofax, Inc.
PODCAST: IT departments today face the challenge of moving away from traditional batch print processes to interactive and on-demand communications that will meet customer expectations and those of internal stakeholders. In this podcast you will learn the benefits of effectively engaging across multi-channels.
Posted: 04 Feb 2016 | Premiered: Jan 14, 2016

Kofax, Inc.

Multi-Channel Customer Communications in a Digital World: Engage Successfully
sponsored by Kofax, Inc.
WEBCAST: IT departments today face the challenge of moving away from traditional batch print processes to interactive and on-demand communications that will meet customer expectations and those of internal stakeholders. In this webinar you will learn the benefits of effectively engaging across multi-channels.
Posted: 04 Feb 2016 | Premiered: Jan 14, 2016

Kofax, Inc.

Assessing the Benefits of Social and Cloud-Based CRM Tools
sponsored by Microsoft
EGUIDE: Do the cloud and CRM go hand in hand? Most will argue yes. In this expert e-guide, tap into advantages of CRM in the cloud, and learn how technology company Shuttle Cloud uses cloud tools to manage customers, organize sales leads and for hiring internally. Plus, gain tips for making social CRM tools work effectively in your organization.
Posted: 02 Feb 2016 | Published: 01 Feb 2016

Microsoft

Expert Tips for Social CRM: Why Companies Are Pinning Their Hopes on Pinterest
sponsored by Microsoft
EGUIDE: Learn how you can formulate a winning social CRM strategy, and knock your customers' expectations out of the park. Tap into why Pinterest is piquing the interest of businesses, and also get an exclusive look at how MLB teams engage with their customers via personalized mobile updates.
Posted: 02 Feb 2016 | Published: 01 Feb 2016

Microsoft

Case Study: Real-time Call Center Monitoring
sponsored by Impetus Technologies, Inc.
CASE STUDY: Discover how a leading telecommunications company improved contact center performance with problem resolution metrics to increase customer satisfaction and customer retention rates.
Posted: 01 Feb 2016 | Published: 28 Feb 2015

Impetus Technologies, Inc.

Self-Service: A Competitive Advantage
sponsored by Aspect
WHITE PAPER: This white paper presents self-service strategies for your customers to take advantage of that stand the test of organizational challenges. Discover ways to offer a customer experience that delivers relevant information at the right time through multiple channels.
Posted: 01 Feb 2016 | Published: 01 Feb 2016

Aspect

Virtual Agent Success Stories: One Year Later
sponsored by 24/7 Customer
WHITE PAPER: In this paper containing 4 case studies, you will learn the proper path to achieve digital self-service deployment success by using a virtual agent. Read on to scale your self-service experience as your customer base grows.
Posted: 29 Jan 2016 | Published: 31 Dec 2015


Stayin' Alive: Meet the Web-Aware IVR
sponsored by 24/7 Customer
WHITE PAPER: In this paper, you will learn why IVRs still play a vital role in helping both customers and enterprises exceed their service goals, and discover how you can transform your IVRs to be web-aware. Access 4 key factors for successful web-aware IVR deployment and orchestrate service across all channels.
Posted: 29 Jan 2016 | Published: 31 Dec 2015


Where to Place Your CX Bets in 2016
sponsored by 24/7 Customer
WHITE PAPER: In this paper, you will discover how to accelerate your CX projects' time-to-value by utilizing the latest in digital technology investments, and access 5 expert tips for digital CX. Read on to foster superior customer experience in your enterprise by honoring the mobile experience.
Posted: 29 Jan 2016 | Published: 29 Jan 2016


7 Keys to Delivering a Rock Star Customer Service Experience
sponsored by 24/7 Customer
WHITE PAPER: In this resource, you will learn 7 keys to delivering a stellar customer service experience that can differentiate your digital self-service capabilities from your competitors.
Posted: 28 Jan 2016 | Published: 28 Jan 2016


Transform E-Commerce with Experience and Design Tools
sponsored by Oracle Corporation
DATA SHEET: Today's customers aren't just looking for products and services, they're looking for a complete omnichannel experience. This data sheet provides tips on how to build inspired commerce experiences. Learn how to control every pixel with intuitive design and experience management tools.
Posted: 28 Jan 2016 | Published: 28 Jan 2016

Oracle Corporation

Interactive Text Response: The Key to Re-Imagining Customer Self-Service
sponsored by Aspect
WHITE PAPER: The outcomes of offering self-service via conversational, automated interactive text response are customer satisfaction, retention, and easier up- and cross-sells. Access this solution spotlight to learn how you can answer customers' questions on their preferred channel without waiting or an agent.
Posted: 28 Jan 2016 | Published: 28 Jan 2016

Aspect

Strategic Considerations When Building Customer Service for The Next Decade
sponsored by Microsoft
WHITE PAPER: How can organizations keep up with today's mercurial customer service landscape? Access this white paper to uncover a practical approach to creating a customer service strategy while considering the issues that affect customer service today and for the next few years
Posted: 28 Jan 2016 | Published: 30 Nov 2015

Microsoft

The Omnichannel Dilemma: Everyone Wants It, But How Do You Start?
sponsored by 24/7 Customer
WHITE PAPER: This report discusses the challenges of rolling out an omnichannel framework and delivers 5 action tips for designing a successful strategy.
Posted: 27 Jan 2016 | Published: 31 Dec 2015


Six Keys to Effective Chat Operations: Insights to Help Improve Your Business
sponsored by 24/7 Customer
WHITE PAPER: Today, customers expect highly capable chat, including the ability for it to seamlessly integrate other channels as needed. So getting it getting it right is critical to an effective omnichannel strategy. This paper summarizes common misperceptions about chat, and presents six key insights based on lessons learned.
Posted: 27 Jan 2016 | Published: 31 Dec 2015


Data’s Pivotal Role in Improving Customer Experience
sponsored by Microsoft
EGUIDE: Learn how you can build customer loyalty and improve customer experiences via quality and effective customer data collection and analysis. In addition, tap into how companies like 7-Eleven, Walgreens, and Mazda are improving customer journeys by enabling mobile loyalty programs.
Posted: 03 Feb 2016 | Published: 01 Feb 2016

Microsoft
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