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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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Top 10 Ways to Use Help Desk to Build Your MSP Business
sponsored by N-able Technologies
WHITE PAPER: This informative resource provides 10 helpful suggestions for building a successful MSP business, starting with the help desk.
Posted: 28 Aug 2014 | Published: 28 Aug 2014

N-able Technologies

Going Digital: How to Develop Technology to Attract and Retain Digital Customers
sponsored by Hewlett-Packard Limited
TRANSCRIPT: Find out from the pros how to leverage new technologies to improve your relationship with customers.
Posted: 21 Aug 2014 | Published: 21 Aug 2014

Hewlett-Packard Limited

Build for Change – the Risk of Customerpocalypse
sponsored by ComputerWeekly.com
BOOK: The enterprise must focus on how it engages customers and responds to their expectations, or face Customerpocalypse, writes Alan Trefler, in this extract from his book Build for Change.
Posted: 15 Aug 2014 | Published: 15 Aug 2014

ComputerWeekly.com

Customer Service Analytics: Exploit Data To Improve The Customer Experience
sponsored by IBM
WHITE PAPER: Aberdeen surveyed 233 organizations regarding their customer experience management (CEM) programs. This report will illustrate how companies using analytics as part of customer service activities perform compared to those without analytics.
Posted: 04 Aug 2014 | Published: 30 Apr 2014

IBM

Enterprise Content Management in Customer Service
sponsored by IBM
RESOURCE: Check out the following interactive guide to explore several real-life case studies that detail the four common pain points that organizations encounter when providing customer service. Navigate through each story to see how these companies leveraged different tools like ECM to overcome their problems.
Posted: 31 Jul 2014 | Published: 31 Jul 2014

IBM

IBM Content Manager OnDemand Drives Customer Engagement to Increase Satisfaction, Raise ROI
sponsored by IBM
WEBCAST: This exclusive video covers an on-demand content management solution that can help you create positive customer engagement.
Posted: 31 Jul 2014 | Premiered: Nov 25, 2013

IBM

Sales Analytics - The Path to Improving Sales Effectiveness
sponsored by IBM
WHITE PAPER: Find out how advanced data analytics has helped Google determine which websites are likely to result in traffic for their advertisers from interested customers – and propelled them toward great success.
Posted: 30 Jul 2014 | Published: 31 Oct 2013

IBM

Advanced Case Management - Where Customer Satisfaction and Employee Empowerment Come Together
sponsored by IBM
WHITE PAPER: This exclusive whitepaper covers the importance of case management regardless of your industry.
Posted: 30 Jul 2014 | Published: 06 Dec 2012

IBM

Solving Challenges with Big Data & Analytics - Retail Industry
sponsored by IBM
VIDEO: Find out how a retailer utilizes social media analytics, predictive analytics and big data to stay on top of emerging trends, and better connect with younger customers.
Posted: 11 Jul 2014 | Premiered: 11 Jul 2014

IBM

Using IBM Big Data & Analytics to Acquire, Grow and Retain Customers
sponsored by IBM
VIDEO: Find out how the Cincinnati Zoo utilized big data and analytics to personalize the customer experience for each person from the moment they enter the zoo.
Posted: 11 Jul 2014 | Premiered: 25 Feb 2014

IBM

Smarter Analytics: Predict your Customer's Next Best Action
sponsored by IBM
VIDEO: Find out how you can maximize the value of customer relationships with help from an analytics tool.
Posted: 11 Jul 2014 | Premiered: 30 Sep 2012

IBM

Smarter Analytics: Driving Customer Interactions with the IBM Next Best Action Solution
sponsored by IBM
WHITE PAPER: Find out how you can improve customer satisfaction rates and revenue through analytics.
Posted: 10 Jul 2014 | Published: 28 Aug 2013

IBM

Acquire, Grow & Retain Customers: The Business Imperative for Big Data & Analytics
sponsored by IBM
WHITE PAPER: Learn how Big Data and analytics can help you better connect with your customers.
Posted: 10 Jul 2014 | Published: 31 Dec 2013

IBM

Big Data & Analytics: Transforming Potential into Action
sponsored by IBM
DATA SHEET: Find out how to maximize the potential benefits of big data and analytics.
Posted: 09 Jul 2014 | Published: 09 Jul 2014

IBM

Rebuilding a Global Brand to Strengthen Customer Relationships
sponsored by IBM
CASE STUDY: Find out how an international financial services provider strengthened relationships with customers by rebuilding their global brand from the inside out.
Posted: 07 Jul 2014 | Published: 28 Feb 2014

IBM

How Banca Carige Improved Customer Service
sponsored by IBM
CASE STUDY: Find out how an analytics environment and a new mobile banking service helped an Italian bank franchise better serve their customers.
Posted: 07 Jul 2014 | Published: 30 Apr 2014

IBM

Old-Hat Technologies Put a Cap on Customer Care
sponsored by SearchCRM
EBOOK: Contact centers are struggling to stay on top of myriad communication channels. That's why contact center upgrades are on the minds of many. In this three-part guide, veteran IT reporters cover infrastructure trends, strategies and technologies.
Posted: 19 Aug 2014 | Published: 19 Aug 2014

SearchCRM

Revolutionising Contact Centre Quality Management with Speech Analytics
sponsored by Genesys
WHITE PAPER: Call centres traditionally rely on a quality management analyst to listen to, score, and provide feedback to ensure the quality of customer service being delivered. This informative white paper discusses key factors for speech evaluation, providing insights to essential management processes and suggestions for quality management solutions.
Posted: 14 Aug 2014 | Published: 31 Dec 2013

Genesys

Four Steps Toward Virtualising Your Contact Centre
sponsored by Genesys
WHITE PAPER: The first step to wowing customers is an organised and efficient contact centre – but how can a business overcome legacy infrastructures to support customers? View this whitepaper now to learn about virtual contact centres, their benefits, and 4 essential steps to streamline your customer experience.
Posted: 13 Aug 2014 | Published: 13 Aug 2014

Genesys

Best Practices for Improving Back Office Workforce Efficiency
sponsored by Genesys
WHITE PAPER: 70% of customers report that they have ended a relationship due to poor customer service, a statistic that demands companies be at the top of their capabilities. View this in-depth whitepaper to discover an extensive 7 step guide to streamlining workforce efficiency, ultimately keeping customers happy.
Posted: 13 Aug 2014 | Published: 13 Aug 2014

Genesys

Leverage Data to Enhance Customer Experiences
sponsored by Invenio Marketing
EGUIDE: This e-guide highlights how Disney, Cincinnati Bell, and other organizations can benefit from digital data and analytics to help improve customer experiences. Don't let valuable data slip through your fingers -- read now to learn how to take advantage of available customer information that results in maximum benefits for you and your customers.
Posted: 18 Jul 2014 | Published: 18 Jul 2014

Invenio Marketing

Delivering Positive Multi-Channel Customer Experiences
sponsored by Microsoft India
EGUIDE: This essential e-guide delves deep into what it takes to provide integrated multi-channel customer experiences, with insights from experts including Ernan Roman, President of Ernan Roman Direct Marketing.
Posted: 17 Jul 2014 | Published: 17 Jul 2014

Microsoft India

Transform Business: Explore Strategic Business Transformation Requirements
sponsored by Hewlett-Packard Company
WHITE PAPER: Find out how businesses are overcoming today's challenges such as the explosion of social media and more stringent security and regulatory requirements.
Posted: 03 Jul 2014 | Published: 31 Oct 2013

Hewlett-Packard Company

Move Forward: Create a More Satisfying and Productive Omni-channel Experience
sponsored by Hewlett-Packard Company
WHITE PAPER: Find out why so many are turning to the power of advanced information management and analytics (IM&A), in order to improve their understanding of consumers and deliver a seamless and more satisfying omni-channel experience.
Posted: 03 Jul 2014 | Published: 30 Jun 2014

Hewlett-Packard Company

BPS Edge: CEM The New Style of Customer Engagement Management
sponsored by Hewlett-Packard Company
WHITE PAPER: Find out about the most recent customer engagement management innovations.
Posted: 03 Jul 2014 | Published: 31 Mar 2014

Hewlett-Packard Company
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