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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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How to Determine the Best CRM Software for Your Organization
sponsored by bpm'online
EGUIDE: It's no secret that CRM enables you to better serve your customers, thus boosting retention rates. However, you need to ensure that the CRM tool you invest in is the best fit for your organization. In this expert guide, compare features and functionalities of 11 leading market vendors, and receive an overview of the latest CRM trends.
Posted: 30 Aug 2016 | Published: 29 Aug 2016

bpm'online

How Local Governments can Enable Self-Servicing Communities
sponsored by Infor
WHITE PAPER: Discover intuitive self-service capabilities that enable customers to conveniently and confidentially lodge requests, make payments, and process regulatory transactions online.
Posted: 30 Aug 2016 | Published: 30 Aug 2016

Infor

App Experience Analytics: Flawless Performance and Visibility
sponsored by CA Technologies
WEBCAST: This webcast shows how you can easily ensure that app experiences are streamlined and compelling across multiple platforms using analytics. Learn how each stakeholder in an application's success can leverage real-time analytics to ensure app experiences are consistently excellent.
Posted: 30 Aug 2016 | Premiered: Jul 12, 2016

CA Technologies

How Can I Inspire My Customers With Every App Interaction to Build Loyalty and Grow Revenue?
sponsored by CA Technologies
WHITE PAPER: Read this white paper about a modern way to monitor app performance and the customer experience your apps provide. Learn how this tool can account for app performance across platforms and integrate with a full APM solution to make updates more efficient.
Posted: 26 Aug 2016 | Published: 31 Aug 2014

CA Technologies

Infor CRM Customers will keep coming back
sponsored by Infor
WHITE PAPER: If you already have a CRM solution, there's a good chance that you are not taking full advantage of it. Many CRM strategies are failing to meet their full potential. Access this infographic to discover how to patch the holes in your CRM strategy.
Posted: 24 Aug 2016 | Published: 24 Aug 2016

Infor

85% of Customers are Dissatisfied with the Authentication Process
sponsored by NICE Systems, Inc
WHITE PAPER: This infographic reveals what you can do to reduce the burden of authentication for your customers. Learn how to prevent fraud in your contact center, while minimizing interrogation and saving money on every call.
Posted: 24 Aug 2016 | Published: 24 Aug 2016

NICE Systems, Inc

Step-By-Step CRM Data Analytics for Sales Teams
sponsored by Infor
WHITE PAPER: Metrics aren't answers; they are prompts for questions that probe statistics for deeper insight. Discover the simplest way to find the actionable insights hidden in your data analytics. Learn best practices and considerations for using metrics in analytics and see how to turn them into powerful tools.
Posted: 22 Aug 2016 | Published: 22 Aug 2016

Infor

How to Overcome Customer Experience Challenges with Key Best Practices
sponsored by NICE Systems, Inc
WHITE PAPER: Organizations often state that one of the main reasons their customer experience initiatives don't lead to action is because they lack clear direction. Learn how to overcome common customer experience challenges by leveraging three key necessary actions.
Posted: 22 Aug 2016 | Published: 22 Aug 2016

NICE Systems, Inc

Why CRM is Critical for Value-Selling
sponsored by Infor
WHITE PAPER: Today, salespeople have less control over the sales process than ever before. Discover ways to help salespeople continue to be a valuable part of a transaction with value-selling and CRM by collecting, analyzing, and sharing customer data.
Posted: 22 Aug 2016 | Published: 22 Aug 2016

Infor

Adaptive Workforce Optimization: Know your Customer-Facing Workforce for Greater Success
sponsored by NICE Systems, Inc
RESOURCE: Calls go better, and customers are happier when contact center operations adapt to agents' personalities and specific needs. Access this resource and discover ways to help agents make better decisions and lead them to success.
Posted: 19 Aug 2016 | Published: 19 Aug 2016

NICE Systems, Inc

Interaction Analytics: Go Beyond Standard Data Gathering & Analyze a Wider Range of Sources
sponsored by NICE Systems, Inc
WHITE PAPER: This infographic defines interaction analytics and how it goes beyond standard data gathering to analyze a wider range of sources including audio, chat, surveys, and social media. Learn how companies like Morgan Stanley, GoDaddy, and eBay use this solution to lower costs and increase sales.
Posted: 19 Aug 2016 | Published: 01 Jul 2016

NICE Systems, Inc

Demonstrations: How To Deliver Superior Customer Interactions
sponsored by IBM
RESOURCE CENTER: Your customer service reps need to be able to engage customers in real-time with a coordinated response across all channels. These demonstrations show how to effectively engage with and respond to customers, accelerate onboarding, cut costs and improve service, and handle customer complaints before they become public.
Posted: 15 Aug 2016 | Published: 22 Jul 2016

IBM

Simplify Your Operations to Deliver Quality Web Experiences
sponsored by Akamai
WHITE PAPER: Delivering web experiences that meet growing customer expectations while also keeping sites and services simple for end users is difficult. Learn how you can foster collaboration across your teams, provide quality customer experiences, and overcome IT complexities by leveraging APIs and highly available apps.
Posted: 11 Aug 2016 | Published: 30 Jun 2016

Akamai

The Key to Improving Customer Experience and Decreasing Disloyalty
sponsored by [24]7 Customer, Inc.
WHITE PAPER: Providing customers with a "delightful" experience has become a focus for business differentiation. It's garnered a lot of attention, but is it actually worthwhile? Discover the key to improving customer loyalty and 8 questions that are essential to decreasing disloyalty through reducing customer effort.
Posted: 10 Aug 2016 | Published: 10 Aug 2016

[24]7 Customer, Inc.

Network Optimizations to Deliver Rich, Dynamically Generated Content
sponsored by Akamai
WHITE PAPER: Online shoppers want entertainment, personalization, and instant gratification. While this is possible, it usually means slow page downloads. Discover how to deliver on customer expectations without damaging the experience or your brand's reputation.
Posted: 10 Aug 2016 | Published: 31 Jul 2014

Akamai

How to optimize APIs, apps and sites to please mobile customers
sponsored by Akamai
WHITE PAPER: While mobility provides amazing opportunities for business growth, the rapid rate of mobile adoption represents unprecedented challenges in mobile delivery. In this e-book, learn about challenges in mobile delivery and how to master them by optimizing for fast APIs, mobile apps, and mobile sites.
Posted: 09 Aug 2016 | Published: 29 Apr 2016

Akamai

The State of Support Services
sponsored by LogMeIn, Inc.
WHITE PAPER: Support service organizations must focus on support services transformation this year in 4 distinct areas to alleviate the pressure on executives and to ensure success. Access this white paper that details these 4 areas due for transformation and that highlights a tool that delivers on-demand remote support to users and devices anywhere, anytime.
Posted: 08 Aug 2016 | Published: 16 Aug 2016

LogMeIn, Inc.

Improving CDN Performance
sponsored by Catchpoint Systems Inc.
CASE STUDY: Content delivery networks (CDNs) need to ensure they provide speed and performance at the core of everything they do. Discover how a world-leading CDN was able to isolate and improve on 5 major components of their performance to provide the best service possible.
Posted: 05 Aug 2016 | Published: 05 Aug 2016

Catchpoint Systems Inc.

Data Sheet: Uncover Complex Issues & Optimize the Customer Experience
sponsored by Catchpoint Systems Inc.
DATA SHEET: Website and application user experience is the diff¬erence between success and failure in digital business, making it more critical than ever to measure and analyze real user experience. Access this data sheet to learn how continuous customer experience monitoring drives results and revenue.
Posted: 03 Aug 2016 | Published: 03 Aug 2016

Catchpoint Systems Inc.

Harness Content to Deliver a Superior Customer Experience
sponsored by IBM
MICROSITE: While you may have all the content your employees need, it isn't always easy for them to find what they're looking for when they need it. Browse this resource center to learn how you can enable employees to get what they need in order to make the right decisions, work efficiently, and drive results.
Posted: 27 Jul 2016 | Published: 27 Jul 2016

IBM

Relying on Paper Processes? How to Upgrade Your Content to Stand Apart
sponsored by IBM
WHITE PAPER: 23% of companies still haven't achieved any paper-free processes. Is your company relying too much on outdated paper processes? Read this white paper to learn how to reduce your reliance on paper and speed up your processes to improve customer experience.
Posted: 27 Jul 2016 | Published: 27 Jul 2016

IBM

The Definitive Guide to Engaging Email Marketing
sponsored by Marketo
WHITE PAPER: Generic emails are a good way to alienate potential leads. Email marketing needs to be as engaging as possible in a market which bombards customers on a daily basis. Access this comphrensive guide to create the most engaging email marketing strategy possible.
Posted: 27 Jul 2016 | Published: 27 Jul 2016

Marketo

Customer Marketing: How to Keep Your Customers Coming Back for More
sponsored by Marketo
EBOOK: Customer retention is more important than ever. This e-book will explore what customer marketing entails and the value of developing a solid strategy around it. Learn how to implement a customer marketing strategy for your organization.
Posted: 22 Jul 2016 | Published: 22 Jul 2016

Marketo

How an Entertainment Company Improved Marketing with Advanced Analytics
sponsored by Intel Corporation
VIDEO: This brief video explores how Caesars Entertainment, a large and geographically diverse casino company, handled the influx of large unstructured data types. Find out how they updated their analytics strategy to adapt to changing customer needs, create stronger marketing campaigns, and improve overall customer experiences.
Posted: 26 Aug 2016 | Premiered: 26 Aug 2016

Intel Corporation

Benchmark Your Omnichannel Customer Service Readiness
sponsored by Genesys
WEBCAST: Omnichannel customer service is the new norm in our mobile-first world. This webcast will help you determine where your omnichannel presence stands, where to go, and figure out how much value this adds to your business.
Posted: 22 Aug 2016 | Premiered: Sep 14, 2016

Genesys
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