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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 SatisfactionReports
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Optimizing Customer Service with Next Generation Analytics
sponsored by IBM.
WEBCAST: Join IBM in the following webcast for a look at a new generation of solutions that can apply Analytics to mine vast stores of customer data and extract a complete picture of the customer and behavior to provide contact centers and customer experience executives with the information they need to create lasting customer engagement.
Posted: 10 Oct 2014 | Premiered: Oct 10, 2014

IBM.

The Drivers Behind Contact Center Technology Upgrades
sponsored by Five9
EGUIDE: Many companies are looking to upgrade their contact centers – customers have shifted to countless communication channels, and businesses must adapt to keep up. This expert e-guide dives into the world of multi-channel communication strategies, and how they influence your contact center's infrastructure.
Posted: 10 Oct 2014 | Published: 10 Oct 2014

Five9

IBM Executive Point of View: Transforming Your Business with Software as a Service
sponsored by IBM
WHITE PAPER: This white paper takes a look at the capabilities of a unified suite of SaaS solutions and their capabilities when it comes to meeting changing customer demands and driving innovation.
Posted: 10 Oct 2014 | Published: 10 Oct 2014

IBM

Take Advantage of Multi-Channel to Improve CEM
sponsored by Five9
EGUIDE: In this expert e-guide, explore the benefits and business drivers of integrating your data across all channels. Discover what tools and strategies you'll need to achieve a truly integrated, cross-channel customer experience.
Posted: 10 Oct 2014 | Published: 10 Oct 2014

Five9

Healthcare Company Maximizes Agent Performance & Revenue with Speech Analytics
sponsored by Genesys
CASE STUDY: Healthcare Revenue Recovery Group (HRRG), one of the largest suppliers of outsourced healthcare professional staffing, needed a more cost-effective systematic way to monitor and assess agent performance. View this case study now to discover what systems HRRG implemented to maximize their contact center efficiency.
Posted: 09 Oct 2014 | Published: 09 Oct 2014

Genesys

Great Customer Service Takes off at WestJet
sponsored by IBM
VIDEO: Learn why WestJet turned to IBM Security Identity and Access Management to gain a better understanding of its guests.
Posted: 09 Oct 2014 | Premiered: 24 Oct 2013

IBM

Unlock possibilities with IBM MessageSight
sponsored by IBM
WEBCAST: Check out this brief video to learn about a way to connect sensors and mobile devices safely, securely, and conveniently to the cloud. You'll learn about a new full-featured messaging appliance that connects customer apps and front office systems with back office systems, delivering the performance and simplicity needed for the mobile world.
Posted: 08 Oct 2014 | Premiered: Oct 8, 2014

IBM

Swedbank Assures Customer Service Level with Workforce Optimization
sponsored by Genesys
CASE STUDY: As Sweden's biggest bank, Swedbank stays out in front by responding smartly to changing consumer lifestyles. Download this success story to learn how Swedbank leverage a Workforce Optimization solution to meet demands.
Posted: 08 Oct 2014 | Published: 08 Oct 2014

Genesys

Why website personalization matters
sponsored by Sitecore
WHITE PAPER: Our world has become so intertwined with digital commerce that businesses now have to either deliver a completely personalized digital experience or risk falling off the market. So what does it take to deliver the experience the digital customer wants? Consult the following white paper to find out tools and strategies to do so.
Posted: 07 Oct 2014 | Published: 07 Oct 2014

Sitecore

The Integration and Automation Marketers Need to Win Customers for Life
sponsored by Sitecore
WHITE PAPER: Learn about a platform capable of creating a single view of the customer in a big data marketing repository, and, as a result, enabling marketers to form lasting bonds with their customers.
Posted: 03 Oct 2014 | Published: 03 Oct 2014

Sitecore

Technology Strategies for Attracting and Keeping Customers
sponsored by Sitecore
WHITE PAPER: Uncover a complete list of results from a recent survey of 312 senior executives which focuses on how these executives nurture the customer lifecycle.
Posted: 03 Oct 2014 | Published: 03 Oct 2014

Sitecore

Spirit AeroSystems Uses SAP HANA to Accelerate Production
sponsored by SAP America, Inc.
RESOURCE: Find out how SAP HANA helped one organization gain control of their big data.
Posted: 02 Oct 2014 | Published: 17 May 2014

SAP America, Inc.

Rackspace—Managing and Supporting Multiple Linux Platforms with SUSE
sponsored by SUSE
WHITE PAPER: Access this case study to learn how they were able to leverage a solution that provides a flexible patch management system and the ability to extend support for customers transitioning to new Linux environments.
Posted: 02 Oct 2014 | Published: 29 Nov 2013

SUSE

Address the Top 6 Challenges in the Evolving World of Retail
sponsored by Fujitsu
WHITE PAPER: This resource explores 6 of the most influential factors in retail ICT and what you can do to deliver what really matters – enhanced customer experiences. Read on to learn more about a cost-effective, future-ready ICT infrastructure built to help you overcome these factors.
Posted: 30 Sep 2014 | Published: 30 Sep 2014

Fujitsu

Case Study: Bicycle Manufacturer Supports Continuous Improvement in Dealer Operations
sponsored by Scribe Software Corporation
CASE STUDY: Access this case study to discover how Trek salespeople were able to work collectively with bike dealers for continuous improvement of customer service and sales excellence. By marrying CRM with ERP salespeople could manage their accounts without ever leaving Outlook.
Posted: 29 Sep 2014 | Published: 29 Sep 2014

Scribe Software Corporation

Practical/Tactical: A Guide to Maximizing Agent Efficiency
sponsored by Five9
WHITE PAPER: 41% of contact centers deliberately sacrifice the customer experience to boost efficiency. View this white paper now to find out several ways to boost effectiveness without pushing the customer to the side.
Posted: 29 Sep 2014 | Published: 29 Sep 2014

Five9

Mining Valuable Data From Financial Analysis
sponsored by Workday
EGUIDE: Learn from experts Praveen Jhamnani and Krishman Raman who discuss the importance of data aggregation.
Posted: 26 Sep 2014 | Published: 26 Sep 2014

Workday

Fighting Banking Fraud Without Driving Away Customers
sponsored by iovation, Inc.
WHITE PAPER: Discover a fraud prevention solution that offers advanced device identification and reputation services, and improves the overall customer experience with online banking—at the same time.
Posted: 26 Sep 2014 | Published: 26 Sep 2014

iovation, Inc.

Contact Center Report: Calming Customer Rage in the Modern Service Era
sponsored by Five9
WHITE PAPER: Customer expectations of service are higher than ever before, and they have little patience to deal with sub-par levels of support. So how do you avoid angry customers, and calm the customer rage if it occurs? Find out in this contact center report.
Posted: 26 Sep 2014 | Published: 30 Nov 2013

Five9

Big Digital Data, Analytic Visualization and the Opportunity of Digital Intelligence
sponsored by SAS
WHITE PAPER: Find out how analytics can help you revolutionize your digital marketing strategy.
Posted: 25 Sep 2014 | Published: 25 Sep 2014

SAS

Data-Driven Marketing Campaign Optimization
sponsored by SAS
WHITE PAPER: Find out how big data and analytics are helping CMOs transform marketing campaign decision-making to achieve even the highest business goals, and keep the customer experience running smoothly.
Posted: 25 Sep 2014 | Published: 04 Apr 2014

SAS

From Disney to Dishwashers: Digital CRM to Change Customer Experience
sponsored by IBM
EGUIDE: Find out how your business can make the most out of digital CRM.
Posted: 25 Sep 2014 | Published: 25 Sep 2014

IBM

Small Businesses Compete in E-Commerce with Same-Day Shipping
sponsored by IBM
EGUIDE: Learn from expert Brenda Cole about the differences between popular shipping strategies.
Posted: 25 Sep 2014 | Published: 25 Sep 2014

IBM

Why Cloud: An Executive Brief
sponsored by Five9
WHITE PAPER: Uncover the 10 reasons why you should bring the cloud to your contact center.
Posted: 23 Sep 2014 | Published: 23 Sep 2014

Five9

Customer Engagement Analytics: How to Use Data to Create (and Keep) Happy Customers
sponsored by Five9
WHITE PAPER: Learn how customer engagement analytics can help your company achieve success in customer experience management (CEM).
Posted: 23 Sep 2014 | Published: 31 May 2014

Five9
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