Customer Satisfaction

RESOURCE: It's now possible to leverage social intelligence by combining insight from your customers' social media behavior with the classic customer intelligence from conventional marketing and CRM. Access this helpful resource to start on the path to gain the full potential of social intelligence.

Posted: 01 Apr 2013 | Published: 01 Apr 2013

WHITE PAPER: This brief by Pamela Slim, award-winning author, shows you how to establish strong customer relationships and then nurture them for the long haul.

Posted: 01 Apr 2013 | Published: 01 Apr 2013

WHITE PAPER: For customer service contact centers, it's critical to stay on top of the latest in technology and practices in order to provide your customers with the experience they expect. Check our this easy to read resource to discover 7 trends in contact center strategy, so that you can prepare your organization for what's to come

Posted: 29 Mar 2013 | Published: 31 Jan 2013

WHITE PAPER: This resource describes how business process outsourcing (BPO) can help relieve the managerial burden on your organization by solving complex industry-specific and cross-industry challenges while supporting better business outcomes.

Posted: 28 Mar 2013 | Published: 31 Oct 2010

CASE STUDY: This case study explains how the leading consumer packaged goods company Procter & Gamble (P&G) was able to improve service levels, advance speed to market, reduce operating costs, and more by enlisting the right partner to take on its transactional accounts payable (TAP) processes.

Posted: 27 Mar 2013 | Published: 30 Sep 2010

CASE STUDY: Spain's La Caixa bank wanted to expand into international markets, but reaching new customers meant amping up its customer service experience. Read this brief case study to discover how La Caixa chose a contact center outsourcing service to improve its customer experience management, boost its competitive position, and ultimately drive growth.

Posted: 27 Mar 2013 | Published: 30 Sep 2009

EZINE: As more and more people share things about themselves via the internet, the more opportunity companies have to glean important data about their customers.  Check out this e-zine to learn how your business can successfully harness the power of social media and technology to improve customer experience management (CEM).

Posted: 25 Mar 2013 | Published: 25 Mar 2013

VIDEO: This brief video shows how SAP mobile tools will help your customers bank anytime, anywhere. Learn how you can transform your banking business by taking the branch to the customer. Personalize their experience and empower your employees to partner with them and become their trusted advisors.

Posted: 22 Mar 2013 | Premiered: 22 Mar 2013

WHITE PAPER: This resource offers five key trends that are reshaping customer experience management. Discover how successfully tap into these trends will give you the competitive advantage over those who fail to adapt to this rapid change.

Posted: 21 Mar 2013 | Published: 21 Mar 2013

CASE STUDY: With large volumes of data pouring into the Hong Kong Efficiency Unit's call center, they needed a way to manage this information and provide excellent customer service. Read this brief case study to see how they leveraged a visual analytics platform to take more effective action and make better decisions.

Posted: 21 Mar 2013 | Published: 21 Mar 2013

ANALYST REPORT: While social media seems to be everywhere, a disappointing number of customer service organizations fully harness the power of social channels. Read this report from the Aberdeen Group to discover key trends in the use of social media for customer service and learn best practices for integrating social channels into CEM.

Posted: 20 Mar 2013 | Published: 31 Oct 2012

WHITE PAPER: This whitepaper will help you understand how analytics can be used to drive better communications for your business. Learn about the state of communications today, its challenges, and opportunities you can take advantage of to enhance your communications.

Posted: 18 Mar 2013 | Published: 31 Dec 2012

WHITE PAPER: Leveraging analytics in your telecommunications business can greatly increase customer insight and improve the customer experience. This white paper details how you can benefit from using a proactive, customer focused, results-oriented analysis approach. View now to learn more!

Posted: 15 Mar 2013 | Published: 15 Mar 2013

PRESENTATION TRANSCRIPT: Access this presentation transcript to learn which enterprise processes best leverage the combination of Master Data Management and Business Process Management. Discover how their alignment can provide you the assurance that your master data is a trusted asset to your organization.

Posted: 13 Mar 2013 | Published: 13 Mar 2013

WEBCAST: Access this in-depth webcast to learn which enterprise processes best leverage the combination of Master Data Management and Business Process Management. Discover how their alignment can provide you the assurance that your master data is a trusted asset to your organization.

Posted: 12 Mar 2013 | Premiered: Mar 8, 2013

EBOOK: While many businesses are eager to join their customers at the social media party, doing so without the proper internal processes in place could spell disaster. In this brief expert e-book, you can learn how to create a successful social CRM initiative (and valuable customer relations) through implementing the right processes and technologies.

Posted: 12 Mar 2013 | Published: 12 Mar 2013

CASE STUDY: In this case study, discover the ways in which user experience management technologies are changing the face of consumer analytics and customer relationship management.

Posted: 11 Mar 2013 | Published: 31 Dec 2012

BROCHURE: In this valuable resource, learn about how the Gartner Customer Strategies & Technologies Summit can help IT and business leaders gain the insight they need to effectively overcome customer relationship and business management challenges to drive success – read on to learn more now.

Posted: 07 Mar 2013 | Published: 07 Mar 2013

WHITE PAPER: The insurance industry is facing the demand to support growth and profitability, increase focus on the customer, and develop new data capabilities to support regulatory demands and other business imperatives. This paper explores enterprise capture technologies to accelerate their information management and leverage the power of mobile and the web.

Posted: 06 Mar 2013 | Published: 06 Mar 2013

ESSENTIAL GUIDE: This report from PwC, highlights the urgency for technology companies to reinvent their existing operating models to meet the fast-changing buying process.

Posted: 06 Mar 2013 | Published: 06 Mar 2013

WEBCAST: This comprehensive webcast explores how advanced information capture and case management capabilities can address new market demands and create better engagements throughout the customer lifecycle.

Posted: 05 Mar 2013 | Premiered: Mar 5, 2013

WEBCAST: Access this in-depth webinar to learn the current customer engagement industry trends, customer requirements, and goals of those in the insurance sector.Continue on to explore the business drivers and strategic responses surrounding the top ten technology initiatives for insurance.

Posted: 05 Mar 2013 | Premiered: Nov 28, 2012

WEBCAST: Consult this webcast to experience three critical deliverables common to every project. Learn how iRise turned a challenging situation into a solution by tuning into this webinar now.

Posted: 04 Mar 2013 | Premiered: Mar 4, 2013

WHITE PAPER: Service management platforms have a vital role to play, but in most organizations, they're not living up to expectation. Read on to explore why legacy service desks and even newer platforms have not delivered on expectations. Discover five requirements for a service desk solution to be truly effective in today's business environment.

Posted: 28 Feb 2013 | Published: 30 Sep 2012

ESSENTIAL GUIDE: This report from PwC, highlights the urgency for technology companies to reinvent their existing operating models to meet the fast-changing buying process.

Posted: 05 Mar 2013 | Published: 05 Mar 2013