Customer Satisfaction

WHITE PAPER: Research shows that 90% of customer service decision-makers believe delivering quality service is paramount to success. But with tight budgets, businesses today need cost-effective ways of achieving higher service levels. Read on to learn how collaboration in your contact center can keep costs low while increasing service levels.

Posted: 06 Nov 2012 | Published: 30 Apr 2012

WHITE PAPER: Failing to adopt a customer service strategy for mobile devices could put your business at a serious disadvantage. Gartner research suggests that 80% of companies will suffer revenue loss from the lack of customer support on mobile devices by 2013. Read this paper to learn how to utilize the opportunities mobility offers customer service.

Posted: 29 Oct 2012 | Published: 29 Oct 2012

DATA SHEET: The speed and accuracy of your sales strategies directly impacts customer satisfaction and retention. Providing your sales teams with innovative tools to streamline processes should be a top priority. In this resource, learn about an e-signature app that simplifies the contract signing process and provides real-time visibility into contract status.

Posted: 25 Oct 2012 | Published: 25 Oct 2012

WHITE PAPER: As digital channels evolve, so should your business's digital strategy – yet most businesses today still rely solely on websites to generate traffic and attract customers. In order to thrive, you need to engage and interact with customers across a variety of channels. Read on to learn how to get started crafting a strong digital presence.

Posted: 16 Oct 2012 | Published: 01 Oct 2012

WHITE PAPER: Organizations need to differentiate themselves by providing personalized and rewarding service that leverages the unique value of all customer touch points. If done well, a company can transform customer service into a competitive advantage, and use it to turn a buyer into a customer for life. Read on to learn more.

Posted: 11 Oct 2012 | Published: 11 Oct 2012

WHITE PAPER: One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions.

Posted: 10 Oct 2012 | Published: 10 Oct 2012

WHITE PAPER: Today's businesses rely on their sales and marketing (S&M) departments to drive business growth through effective customer relationship management (CRM) strategies – but most S&M pros lack the insights needed to optimize their strategies. Read on to find out how predictive analytics can improve your CRM strategies.

Posted: 21 Sep 2012 | Published: 21 Sep 2012

WHITE PAPER: In this 1to1® Executive Dialogue, industry experts discuss the steps business leaders should take to leverage loyalty programs, integrated CRM, and customer insights to deliver a unified, personalized, and relevant customer experience that maximizes customer loyalty.

Posted: 18 Sep 2012 | Published: 01 Sep 2012

WHITE PAPER: Businesses looking to reduce the costs of customer service should look to the cloud. A recent Frost and Sullivan study found that cloud-based contact centers can reduce TCO by 77% in the first year vs. on-premise systems. Read on to learn about a cloud-based customer service platform and the benefits it can provide your business.

Posted: 18 Sep 2012 | Published: 01 Sep 2012

EBOOK: Today, many businesses are looking for ways to reduce customer service costs without sacrificing satisfaction – and most companies are finding it challenging. Read this vendor e-book to learn how adding knowledge management to your customer service strategy can reduce costs while increasing agent productivity and customer satisfaction.

Posted: 18 Sep 2012 | Published: 01 Sep 2012

WHITE PAPER: It is reported that in 2011 the electronic signature market saw a 48% increase in adoption rates – and Gartner suggests this number will continue to increase in 2012. Read this report to uncover the top 6 benefits of e-signature software and find out if a Software-as-a-Service e-signature offering is the best option for your business.

Posted: 13 Sep 2012 | Published: 21 May 2012

WHITE PAPER: Read this paper to learn about one application that can integrate your dealer management systems (DMS) and customer relationship management (CRM) applications to optimize performance. By filtering these processes to distributors and original equipment manufacturers (OEMs), you can maximize operation performance and leverage real time analytics.

Posted: 06 Sep 2012 | Published: 06 Sep 2012

WHITE PAPER: Access this white paper to learn the top ten considerations for selecting the right remote monitoring and management solution. Read on to discover how your organization can take advantage of features like remote desktop monitoring, trouble ticket tracking and more.

Posted: 21 Aug 2012 | Published: 21 Aug 2012

PRESENTATION TRANSCRIPT: In order to drive your business forward you need to close more sales. In order to close more sales you need exceptional CRM strategies. But legacy CRM technology alone provides a fragmented view of customers and ultimately hinders sales teams. Read this transcript to learn how a CRM/ERP integration can mitigate this challenge.

Posted: 26 Nov 2012 | Published: 26 Nov 2012

EGUIDE: In [this expert e-guide], learn about the current state of big data technology adoption and what business drivers are motivating investments for the future. Also, read about where big savings could be made in governmental departments by applying big data analytics, and learn how a lack of advanced analytics skills can slow down big data programmes.

Posted: 22 Nov 2012 | Published: 22 Nov 2012

WHITE PAPER: Benchmarking projects are a great way for contact center organizations to improve their operations in order to reconcile competing demands from customers and the business. Read this white paper to learn best practices for executing a successful contact center benchmarking project.

Posted: 24 Oct 2012 | Published: 31 Dec 2010

WHITE PAPER: It's no secret that social media has changed consumer behaviors – but most companies are struggling to capitalize on the unique opportunities it has to offer. Review this resource to learn how incorporating social media into knowledge management, contact centers, and the Web can substantially enhance your customer's experience.  

Posted: 13 Sep 2012 | Published: 01 Mar 2012

WHITE PAPER: This white paper demonstrates how empowering your employees can lead to significantly improved customer service. Learn how dynamic case management applications can assist in delivering employee empowerment and transform the customer experience.

Posted: 24 Aug 2012 | Published: 24 Aug 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

WHITE PAPER: Companies are scrambling to implement CRM systems, but they might not be getting what they bargained for if they're not careful. Up to 80% are reporting they're not getting what they were promised. Read this paper and learn how to avoid pitfalls, develop a strategy for your CRM system, and much more.

Posted: 20 Aug 2012 | Published: 01 Mar 2011

WHITE PAPER: Banking customers worldwide are ready for an omnichannel experience – are you ready to give it to them? This resource describes the concept of omnichannel banking, why your customers need it, and why you shouldn't wait to offer it to them.

Posted: 17 Aug 2012 | Published: 17 Aug 2012

WHITE PAPER: This paper is designed to help IT and business leaders at midsize companies find innovative ways to extend their customer relationship management (CRM) capabilities to capitalize on emerging trends such as cloud, mobile, social media and predictive analytics. Gain essential insight to get closer to your customers and ensure your company's survival.

Posted: 16 Aug 2012 | Published: 01 Jul 2012

EBOOK: Read this expert e-book to uncover why customer experience management (CEM) technology is the key to improving customer satisfaction and learn how to provide a consistent customer experience across all communication channels through a comprehensive CEM strategy.

Posted: 15 Aug 2012 | Published: 01 Aug 2012

WHITE PAPER: Mobility has fundamentally changed the business world, particularly customer relationships. It has not only changed consumer expectations, but also provides a chance to drastically improve the customer experience. Read on to learn 4 simple steps to improving your customer's experience with mobility.

Posted: 15 Aug 2012 | Published: 01 Aug 2012

PRESENTATION TRANSCRIPT: Discover how you can take advantage of the mobile revolution to deliver an improved and expanded service experience for your mobile device wielding users.

Posted: 15 Aug 2012 | Published: 15 Aug 2012