Customer Service Best Practices

WHITE PAPER: This white paper introduces a software suite that can help you gain deeper customer insights from social media data, resulting in more successful marketing campaigns and customer relationships.  Learn how this technology can help you achieve five main components of a successful CRM initiative.

Posted: 01 May 2013 | Published: 31 Dec 2012

WHITE PAPER: Customers are using a variety of channels to interact with businesses, but if your company cannot cohesively connect across all channels, you could lose customers and revenue. Download this white paper for advice from industry experts on how to maintain a multichannel customer relationship, leading to longer, more beneficial customer relationships.

Posted: 26 Apr 2013 | Published: 31 Dec 2012

PRESENTATION TRANSCRIPT: Most customers today interact with businesses on the web, so it's crucial that your organization's web presence meets their expectations. Read this presentation transcript from a webcast outlining the tools needed to help your business deliver an engaging, personalized online customer experience, starting with your web content management strategy.

Posted: 15 Apr 2013 | Published: 15 Apr 2013

WHITE PAPER: With over 800 million Facebook users to potentially see your message, you need to capitalize on the marketing opportunity that Facebook ads presents. Read this white paper to better understand targeted ads for fans, and for advice on creating a strategy for successfully driving traffic, tracking campaign activity, and increasing conversions.

Posted: 12 Apr 2013 | Published: 12 Apr 2013

WHITE PAPER: Customers today are asking for an engaging, personalized web experience that pulls them in, and your business needs to deliver. Access this white paper to discover the business case for creating personalized web experiences, and discover how marketers are listening to consumers in order to optimize digital marketing strategies.

Posted: 12 Apr 2013 | Published: 12 Apr 2013

WHITE PAPER: In today's technological environment, companies need to harness the power of new technologies in order to keep up with the increase of channels used to service today's customer.  As a result, businesses are moving to the cloud for easier application deployment.  Check out this white paper for best practices for customer service in the cloud.

Posted: 08 Apr 2013 | Published: 30 Nov 2012

WHITE PAPER: Poor customer service is a costly business practice. The time to differentiate your customer service strategy is now – and the cloud can help. View now to learn about cloud contact centers and how they can benefit your business.

Posted: 04 Apr 2013 | Published: 04 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

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

WHITE PAPER: Service productization can be a huge benefit to service organizations, as it offers predictable outcomes that have previously been inconsistent.  Check out this informative resource to examine the trend in productizing services, discover a framework that could help your business benefit, and learn how to avoid productization pitfalls.

Posted: 25 Mar 2013 | Published: 31 Dec 2011

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

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

WHITE PAPER: Despite the growing popularity of social media among consumers, many customer service companies are still not harnessing the full potential of social channels. Read this insightful report to learn key trends in the use of social media for customer service and discover best practices for integrating social channels with CEM.

Posted: 20 Mar 2013 | Published: 31 Oct 2012

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

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

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

EBOOK: You need to deliver a positive experience without sacrificing profitability—which requires balancing the needs of your customers with the realities of your business. Gain insight from a recent study to discover what today's consumers think about contact centers. In this eBook we will build on these insights and evaluate the results.

Posted: 11 Feb 2013 | Published: 11 Feb 2013

WHITE PAPER: Whether your goal is to provide the best customer experience possible, increase sales, or reduce costs, the multichannel contact center delivers. Because customers want – and demand – access to customer service and support via their channel or media of choice, supporting a voice-only channel is no longer an option.

Posted: 11 Feb 2013 | Published: 11 Feb 2013

WHITE PAPER: This brief by sales expert Jill Konrath unveils 7 secrets to gaining access to new accounts that will transform you into a prospecting ninja.

Posted: 29 Jan 2013 | Published: 29 Jan 2013

EBOOK: Delivering top-notch service on a budget and tight deadlines is a challenge for even the most successful organizations, so many companies are moving to the cloud for CRM initiatives. Check out this informative e-book from Oracle to discover the business benefits and IT advantages of CRM in the cloud, a platform for implementation, and more.

Posted: 17 Apr 2013 | Published: 17 Apr 2013

WHITE PAPER: Customers today hate calling representatives on the phone - they want answers fast, online, and easy to access. Check out this white paper to learn how your company can go the extra mile in CRM to drive customer satisfaction and save money with initiatives in web self-service, live chat, email management, and more.

Posted: 17 Apr 2013 | Published: 17 Apr 2013

WHITE PAPER: This resource offers key advice and recommendations for strategically choosing and implementing an effective mobile workforce scheduling optimization strategy. Continue reading to learn all you need to know to realize workforce scheduling success today.

Posted: 04 Apr 2013 | Published: 31 Dec 2011