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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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15 Steps (And More) to Improve the Customer Experience
sponsored by Zendesk
EGUIDE: Customers – they're the lifeblood for many organizations. Which is why keeping up customer experience with the right CRM tools is a necessity. In this expert e-guide, learn 15 steps to improve the customer experience and how to use social CRM tools to your advantage.
Posted: 03 May 2017 | Published: 28 Apr 2017

Zendesk

Technology Trends in Customer Support Centers
sponsored by Zendesk
WHITE PAPER: In a recent Gatehouse Research survey, 54% of customer service and IT executive respondents cited inconsistent service as their main cause of customer frustration. Access the results to the rest of the survey and see how your peers are answering the tough questions.
Posted: 25 Apr 2017 | Published: 25 Apr 2017

Zendesk

Roll Out and Manage Multiple Customer Service Channels
sponsored by Zendesk
WHITE PAPER: In this guide, uncover the different communications channels you could be using to provide customer service as well as considerations for your roll out of these channels.
Posted: 24 Apr 2017 | Published: 24 Apr 2017

Zendesk

2017 CRM Customer Service Tech Predictions
sponsored by Zendesk
WHITE PAPER: Analytics. Machine Learning. AI. Assess Gartner's predictions for customer service and support tools in 2017 – which ones are actually working?
Posted: 23 Apr 2017 | Published: 07 Nov 2016

Zendesk

Customer Service Lessons from Disney
sponsored by Zendesk
WEBCAST: 20+ year customer service expert Dennis Snow reveals, focusing on relationships -- not tasks -- yields higher customer retention. Learn more tips from Snow on how to exceed customer expectations.
Posted: 23 Apr 2017 | Premiered: Apr 21, 2017

Zendesk

Exploring Links Between Customer and Employee Experience
sponsored by Dell EMC - CSG & DT
WEBCAST: Unsatisfied, unmotivated, and unmonitored. If this describes the state of your employees, how can they possibly help reach business goals? Dane Anderson addresses this and other factors that pertain to employee monitoring in this webinar.
Posted: 23 Apr 2017 | Premiered: Apr 7, 2017

Dell EMC - CSG & DT

Customer Experience Leader DirecTV Modernizes to Maintain Their Lead
sponsored by Capriza
CASE STUDY: In this concise case study, learn how DirecTV decided on a mobile app that streamlined processes by enabling real time box activation.
Posted: 20 Apr 2017 | Published: 30 Dec 2016

Capriza

Employee Performance Strategy: Starting with CX in Southeast Asia
sponsored by Dell EMC - CSG & DT
WEBCAST: Take a look at businesses of all types and sizes in Southeast Asia, and the challenges they face to meet employee and customer needs – and why the two are inextricably connected. Learn strategies from analysts on how to improve CX as well as the performance of your organization.
Posted: 20 Apr 2017 | Premiered: Apr 7, 2017

Dell EMC - CSG & DT

From Cost Center to Profit Center: The Potential ROI of Zendesk
sponsored by Zendesk
WEBCAST: In this 30 minute webinar, Forrester Senior Analyst, Ian Jacobs, discusses the financial impact of Zendesk, a study conducted by Forrester Consulting that examines the costs and benefits of Zendesk to reveal its ROI over a three year period.
Posted: 19 Apr 2017 | Premiered: Jan 31, 2017

Zendesk

Modern Relationships: Predictive Analytics, Machine Learning and Meaningful Customer Relationships
sponsored by Zendesk
VIDEO: Join Jason Maynard, Director of Data and Analytics, and Dave Dyson, Senior Customer Service Evangelist to learn how machine learning can help improve your customer relationships, and how predictive analytics can further improve support and raise customer satisfaction.
Posted: 19 Apr 2017 | Premiered: 30 Dec 2016

Zendesk

2017 Customer Service Trends: Operations Become Smarter And More Strategic
sponsored by Zendesk
WHITE PAPER: This analyst report summarizes the top 10 customer service trends for 2017 that contact center leaders must pay attention to in order to deliver customer service excellence.
Posted: 19 Apr 2017 | Published: 27 Jan 2017

Zendesk

The Multichannel Customer Care Report
sponsored by Zendesk
RESEARCH CONTENT: Today's customer wants the personalized experience of human communication but expects the speed and ease of automated services – thereby creating a paradoxical conundrum for businesses. Uncover the key findings of this 2017 customer care report to learn about multichannel strategies for meeting rising expectations.
Posted: 19 Apr 2017 | Published: 19 Apr 2017

Zendesk

Gartner: Rethinking CRM Customer Service Fundamentals
sponsored by ServiceNow
ANALYST REPORT: To survive in the changing business landscape, your entire enterprise now needs to be involved in customer service, not just one department. This Gartner report takes an in-depth look at the 3 guiding principles of renewing your CRM and customer service strategy for the next generation of customers.
Posted: 19 Apr 2017 | Published: 08 Mar 2016

ServiceNow

Bridging the Gap Between the Customer and Employee Experience
sponsored by Dell EMC - CSG & DT
VIDEO: In this video featuring an analyst from a leading research firm, learn trends on the importance of motivating employees to work harder to retain customers.
Posted: 19 Apr 2017 | Premiered: 07 Apr 2017

Dell EMC - CSG & DT

The Essential Checklist for Modernizing Customer Service (ebook)
sponsored by ServiceNow
EBOOK: One survey revealed that companies with the best customer service are 127% more likely to enable inter-departmental collaboration than the average company. Access this e-book to see what else this survey revealed and how you can modernize your organization's customer service.
Posted: 18 Apr 2017 | Published: 30 Sep 2016

ServiceNow

Workforce Transformation Strategy: A Spotlight on Southeast Asia
sponsored by Dell EMC - CSG & DT
VIDEO: Tim Sheedy, principal analyst at Forrester, reviews how improving the customer experience is the most important thing that any company can do if they want to grow their revenue faster. Learn how the customer experience correlates with the employee experience, and why you need to enhance both to realize significant financial returns.
Posted: 17 Apr 2017 | Premiered: 07 Apr 2017

Dell EMC - CSG & DT

Workforce Transformation Strategy: A Spotlight on Australia and New Zealand
sponsored by Dell EMC - CSG & DT
WEBCAST: Join Dane Anderson, VP and research director for Forrester in Asia Pacific, as he shares the trends, drivers, and challenges that firms in Australia and New Zealand face to deliver effective workforce transformation. Learn how companies of all types and sizes are approaching their transformation through workforce technology.
Posted: 17 Apr 2017 | Premiered: Apr 7, 2017

Dell EMC - CSG & DT

A Quick Guide to Modernizing Customer Service
sponsored by ServiceNow
WHITE PAPER: 80 percent of businesses believe they deliver a superior customer experience. However, only 8 percent of their customers agree. Download this white paper to explore how to redefine the fundamentals of customer service by bringing together people, workflows, and systems to proactively resolve issues and optimize the service experience.
Posted: 13 Apr 2017 | Published: 13 Apr 2017

ServiceNow

IT Service Management Goes to School
sponsored by Cherwell
EBOOK: IT teams are being tasked with doing more with less, as tech issues just keep growing, so what do you do? This is where ITSM comes in. Access this e-book to read case studies from 9 leading colleges from across the U.S. to see how each implemented ITSM tools to tackle challenges common to most businesses.
Posted: 12 Apr 2017 | Published: 29 Dec 2016

Cherwell

Using Chatbots, Live Chat, and Messaging To Interact With Customers
sponsored by [24]7
RESEARCH CONTENT: Gone are the days of just email and phone for connecting with customers. Research reveals that chat — including online chat tools and messaging apps — is now the most popular way for consumers to interact with retailers. In this research report, discover how customer service has changed with the adoption of chat channels.
Posted: 12 Apr 2017 | Published: 12 Apr 2017

[24]7

Choosing between the Cloud and on-premises solutions for the contact centre
sponsored by Mitel Networks Limited
WHITE PAPER: The traditional definition of customer service has changed. Communication channels have evolved, and 74% of consumers today use three or more channels when seeking customer care. To adapt, many businesses are enhancing their options. Learn 7 points to consider before moving to a cloud-based contact centre, challenges to look out for, and more.
Posted: 07 Apr 2017 | Published: 07 Apr 2017

Mitel Networks Limited

Delivering a Digital Customer Experience for Today's Mobile Consumer
sponsored by Mitel Networks Limited
WHITE PAPER: Customer experience is a key differentiator in today's ultra-competitive environment. To have a competitive advantage, your company needs to have flexible interaction with your customers. Learn 7 steps for creating a successful digital customer experience.
Posted: 07 Apr 2017 | Published: 07 Apr 2017

Mitel Networks Limited

10 Trends Impacting Your Contact Center – And How to Profit From Them
sponsored by Mitel Networks Limited
WHITE PAPER: In this white paper, discover the top 10 trends impacting customer experience and your contact centre, and how you can turn them into loyalty-building, profitable opportunities.
Posted: 06 Apr 2017 | Published: 31 Jan 2017

Mitel Networks Limited

Workforce Transformation Maturity Assessment for Your Organization
sponsored by Dell EMC - CSG & DT
RESOURCE: Access a free workforce technology assessment tool, powered by Forrester Research, to find out how your company stacks up against others.
Posted: 05 Apr 2017 | Published: 31 Dec 2016

Dell EMC - CSG & DT

Transforming Workforce Technology is the Key to Improving Customer Experience
sponsored by Dell EMC - Workstation
RESEARCH CONTENT: This Forrester Research report explains how employee experience, customer experience, and revenue growth are inextricably linked. Discover ways to leverage employee-facing technologies to improve customer experiences.
Posted: 05 Apr 2017 | Published: 30 Sep 2016

Dell EMC - Workstation
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