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Customer Service Best Practices

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Customer Service Best Practices Reports
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What Applications Supporting CRM, CX Should Do
sponsored by Zendesk
WHITE PAPER: Your tools should support the digital engagement your customers demand. Assess analyst 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

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 Total Economic 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

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

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

Customer Communications Management: Analysts Decide its Digital Benefits
sponsored by OpenText
WHITE PAPER: In this Forrester report, learn why enterprise architects – professionals who seek to align business and IT -- are using CCM to update their technologies to deliver unified and consistent content across multiple communication channels.
Posted: 13 Apr 2017 | Published: 15 Jun 2016

OpenText

How to Build Engaging, Personalized, and Unforgettable Customer Experiences with Effective Content
sponsored by OpenText
WHITE PAPER: The consumer of today is smarter and savvier than ever before, empowered with information on a company's products, services, competitors and pricing at their fingertips. Are you falling behind?
Posted: 12 Apr 2017 | Published: 12 Apr 2017

OpenText

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

Transforming Workforce Technology is the Key to Improving Customer Experience
sponsored by Dell EMC and Microsoft
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 and Microsoft

Creating Personalized Experiences with Real-Time Insights for CEM
sponsored by OpenText
EGUIDE: Creating an engaging and unified multichannel customer experience is a top priority, but many companies find themselves scrambling to adapt. In this expert e-guide, discover how to generate key customer insights in real-time and learn about 4 ways to create personalized experiences.
Posted: 28 Mar 2017 | Published: 21 Mar 2017

OpenText

ebook: Five Tech Trends Redefining the Customer Experience
sponsored by Genesys
EBOOK: We asked analysts and industry leaders what customer engagement trends they thought were key for 2017 and beyond. From cutting-edge technologies such as IoT and bots to a new spin on old ideas, hot topics boil down to five key trends that will define the customer experience going forward.
Posted: 23 Mar 2017 | Published: 23 Mar 2017

Genesys

CX Executive's Agenda 2017: A Data-Driven Approach to Satisfying Customers
sponsored by OpenText
WHITE PAPER: In January 2017, analysts surveyed 124 organizations of various sizes and industries. Learn how to use a data-driven approach to alleviate the challenges impacting your ability to satisfy customers.
Posted: 22 Mar 2017 | Published: 28 Feb 2017

OpenText

Lead with Customer Experience, and Efficiency Will Follow
sponsored by OpenText
WHITE PAPER: With advancements in technology and evolving customer needs, customer service is no longer an exercise in addressing existing issues. In this study, learn how to set the right objectives for customer service executives to determine their areas of focus.
Posted: 22 Mar 2017 | Published: 22 Mar 2017

OpenText

Why You Should be Delivering a Continuous Connected Digital Experience
sponsored by OpenText
WHITE PAPER: Learn how investing in a continuous digital experience can increase revenue, retention, and loyalty while improving departmental coordination.
Posted: 21 Mar 2017 | Published: 21 Mar 2017

OpenText

10 Best Practices You Need To Build and Engage Your Community Through Social Media
sponsored by Sysomos
EBOOK: Engaging in social media isn't an option anymore. So if you're going to do it, you want to do it well. Discover these best practices in social media management and community engagement, so you can put your best foot forward and make connections online—something that adds incredible value to both your audiences and your company.
Posted: 21 Mar 2017 | Published: 21 Mar 2017

Sysomos

Contextual Marketing: Stop Neglecting your Audience
sponsored by Tealium
WHITE PAPER: With the right technology, today's marketers can understand, segment, and engage their audiences better. Access this white paper and learn how you can grow leads, increase conversions, and decrease future churn.
Posted: 20 Mar 2017 | Published: 20 Mar 2017

Tealium

Omni-Channel Vs. Multi-Channel Vs. Multi-Touch: Understand The New Customer Service Buzzwords
sponsored by Avaya
WHITE PAPER: The buzzword in customer service and contact centers over the past few years has been omni-channel. But there's a disconnect between how businesses and vendors define omni-channel strategies. Learn the differences between omni-channel, multi-touch, and multi-channel, and what to consider when attempting to leverage each approach.
Posted: 15 Mar 2017 | Published: 03 Jun 2016

Avaya

Analysts Tackle Digital Transformation, CX Struggles
sponsored by Dell EMC
EGUIDE: Learn about key issues impeding multinational organizations' efforts to achieve successful digital transformation strategies. Discover what The Economist Intelligence Unit (EIU) and analysts at Forrester have to say about overcoming barriers.
Posted: 09 Mar 2017 | Published: 06 Mar 2017

Dell EMC

The Road to Strategic Website Design
sponsored by OpenText
WHITE PAPER: Despite efforts (and money) to attract website traffic, conversions remain low. Learn why organizations need comprehensive tools that help them listen to customer data, leverage in-house or basic testing features, and improve both revenue and engagement.
Posted: 08 Mar 2017 | Published: 08 Mar 2017

OpenText

Digital Experience Portals: A Modern Approach To Secure, Multichannel Customer Experiences
sponsored by OpenText
WHITE PAPER: This report provides insights into what customers expect in the age of the web-based customer experience – a.k.a. the digital experience (DX.)
Posted: 06 Mar 2017 | Published: 06 Mar 2017

OpenText

Modern Warehouse Management for the New Fulfillment Economy
sponsored by Oracle Corporation
WHITE PAPER: Unaligned processes, technologies and corporate structures affect warehouse operations and the customer experience. Learn how to avoid these issues with cloud warehouse management tools.
Posted: 28 Feb 2017 | Published: 28 Feb 2017

Oracle Corporation

Strategic Planning Tools for Contact Centers
sponsored by Genesys
WHITE PAPER: This white paper explores how to leverage contact center strategic planning tools to predict performance more accurately and provide comprehensive what-if analysis capabilities. Discover how to get key answers to tough operational questions so that you can react to change faster and with more agility.
Posted: 22 Feb 2017 | Published: 22 Feb 2017

Genesys

When Every Touchpoint is a Transaction: How Retail Brands Can Adapt to the New Customer Journey
sponsored by Salesforce.com
WHITE PAPER: This report discusses trends and best practices for engaging and selling to customers on the channel of their choice. Learn what leading tech brands, such as Pinterest, are doing to reach fast-growing social media and mobile users.
Posted: 22 Feb 2017 | Published: 22 Feb 2017

Salesforce.com

Retail Organizations: The Next Stage of Transformation
sponsored by Salesforce.com
WHITE PAPER: This report is the result of 20 interviews and 200 surveys of executives from non-food retailers and brand manufacturers. Learn what you can do to offer a personalized blend of products, services and experiences to customers with an adaptive network of business partners. Take Cole Haan's partnership with ApplePay and Pinterest for example.
Posted: 22 Feb 2017 | Published: 22 Feb 2017

Salesforce.com
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