Customer Service Best Practices

WHITE PAPER: Uncover the top eight reasons to upgrade our remote support to increase productivity and customer satisfaction.

Posted: 09 Feb 2012 | Published: 09 Feb 2012

WHITE PAPER: Access this resource to learn why your “free” or legacy remote access and meeting tools for support could be costing you money without you knowing it.

Posted: 09 Feb 2012 | Published: 09 Feb 2012

EGUIDE: This tip guide features chapter 6 from Paul R. Timm's book, 'Technology and Customer Service: Profitable Relationship Building.' Access this resource now to learn how to align business process with customer relationship management (CRM) initiatives, tips for CRM strategy and how to effectively leverage the call center to improve customer loyalty.

Posted: 08 Feb 2012 | Published: 08 Feb 2012

WHITE PAPER: Learn more about the effectiveness of and customer's thoughts about live chat technology from the results of this survey.

Posted: 01 Feb 2012 | Published: 01 Feb 2012

WHITE PAPER: Access this whitepaper to learn more about the changing landscape for mobile devices and platforms, and how remote support can help improve customer service.

Posted: 01 Feb 2012 | Published: 01 Feb 2012

EZINE: This second issue of Customer Experience Exchange highlights the contact center. Often an overlooked facet of customer relationship management (CRM), the contact center is usually the first way a customer reaches out to a company and thus should always be considered in CRM strategies.

Posted: 31 Jan 2012 | Published: 31 Jan 2012

WHITE PAPER: This informative market update from The National Association of Call Centers (NACC) provides a comprehensive look at the industry.

Posted: 31 Jan 2012 | Published: 31 Jan 2012

VIRTUAL SEMINAR: Utilize a complete set of enterprise reports that are easy to build, maintain, secure and deploy, all delivered in a collaborative authoring environment and based on the fundamental principle of "author once — consume anywhere."

Posted: 24 Jan 2012 | Premiered: 24 Jan 2012

EGUIDE: Access this tip guide to learn how American Express and Yahoo Inc., have conquered customer service obstacles while also decreasing customer relationship management (CRM) budgets.

Posted: 24 Jan 2012 | Published: 24 Jan 2012

CASE STUDY: Learn about a leading on-demand remote support product that is easy to use and secure with cost-effective service delivery.

Posted: 20 Jan 2012 | Published: 20 Jan 2012

WHITE PAPER: This white paper describes five tips and challenges for using Interactive Voice Response (IVR) systems.

Posted: 20 Jan 2012 | Published: 20 Jan 2012

WHITE PAPER: With instant access to information, customers expect a purchase experience that matches the ease and speed of the information-gathering experience. Read this white paper, created in collaboration with Frost & Sullivan, to see how a customer relationship management (CRM) solution can help you respond on the customers’ terms.

Posted: 17 Jan 2012 | Published: 17 Jan 2012

EGUIDE: Read this e-guide and explore key techniques for using Web 2.0 technologies to improve your customer service, marketing and sales efforts. Discover a sound customer service strategy for your organization, as well as two types of online customer service initiatives.

Posted: 12 Jan 2012 | Published: 12 Jan 2012

EGUIDE: Read this e-guide from SearchCRM.com to learn how American Express and Yahoo tackle customer service with their own twists, how to communicate through multiple channels and ways to craft a single customer view through CEM technology.

Posted: 09 Jan 2012 | Published: 09 Jan 2012

WHITE PAPER: Email deliverability could be affecting your business and reputation today. How do you make sure your company's emails are actually getting to your client's inboxes? Discover best practices for avoiding the spam box and inadvertent bounces.

Posted: 02 Jan 2012 | Published: 02 Jan 2012

WHITE PAPER: Read this white paper to discover strategies for leveraging workforce management (WFM) to improve customer service, and thus increase customer satisfaction and retention.

Posted: 16 Dec 2011 | Published: 16 Dec 2011

WHITE PAPER: Delivering superior service and support is more important than ever as companies strive to differentiate themselves from the competition. In many organizations, service quality is governed by self-harming "worst practices" instead of productive best practices. Learn what these practices are and how to avoid them.

Posted: 17 Nov 2011 | Published: 17 Nov 2011

WHITE PAPER: This report can help companies rapidly understand the set of new possibilities created by digital transformation, prioritize the value propositions of business models and focus on those with the highest potential, and define the business capabilities and key tasks required to move forward on the smarter commerce path.

Posted: 17 Nov 2011 | Published: 17 Nov 2011

WHITE PAPER: To minimize downtime caused by technical failures and end-user problems, organizations can implement rapid resolution processes. Access this white paper to learn how you can leverage live chat to significantly improve customer support efficiency.

Posted: 11 Oct 2011 | Published: 11 Oct 2011

WHITE PAPER: In today's economy, no online retailer can afford to postpone investing in the online customer experience. Retailers need to take immediate steps to ensure they understand the experience of their customers who are transacting online. Read this white paper to learn the retail customer experience management best practices.

Posted: 29 Sep 2011 | Published: 29 Sep 2011

WHITE PAPER: 24% of annual online revenue is lost globally due to poor online customer experience. This report will underscore the importance of online customer experience management, or CEM, which is about taking a disciplined approach to understanding how customers interact with your business online and removing the obstacles to their success.

Posted: 29 Sep 2011 | Published: 29 Sep 2011

WHITE PAPER: Financial institutions need to take immediate steps to ensure they understand the experience of their customers who are transacting online. In this white paper learn how to implement an effective customer experience management (CEM) to help build customer loyalty, revenue, cost savings, and more.

Posted: 29 Sep 2011 | Published: 29 Sep 2011

WHITE PAPER: In this white paper, we go over five best practices based on working with some of the world's leading travel and hospitality companies to help them take a more systematic, quantifiable approach to improving their online customer experience and, in turn, increase revenue.

Posted: 29 Sep 2011 | Published: 29 Sep 2011

WHITE PAPER: To jump-start your customer experience efforts, Tealeaf, the leader in online Customer Experience Management (CEM) software, recommends in this white paper five best practices that you can implement today to establish an online customer experience competency within your organization. Continue reading to learn more.

Posted: 29 Sep 2011 | Published: 29 Sep 2011

WHITE PAPER: If your organization isn't on the cloud yet when it comes to customer service, then you may be severely disadvantaged. Competition for customer service is increasing and your company needs all the latest tools to stay ahead of the game. Read this white paper to learn how four contact centers adopted agile cloud-based computing technologies.

Posted: 16 Sep 2011 | Published: 16 Sep 2011