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Customer Service Best Practices

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Customer Service Best PracticesReports
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Real-Life Examples of Dynamic Case Management in Action
sponsored by IBM
EBOOK: Dynamic case management (DCM) is helping countless organizations across various industries. By personalizing and catering each request, companies are more agile and adaptive. This expert resource discusses real-world examples of businesses that have implemented and are enjoying DCM.
Posted: 18 Sep 2014 | Published: 18 Sep 2014

IBM

Cloud-Based Agent Performance Optimization Applications: The Last Great Shift to the Cloud
sponsored by Genesys
WHITE PAPER: Cloud deployment has become the preferred method for companies sourcing their CRM and contact center applications for inbound and outbound contact handling. This Market Insight examines the prospects for these applications and discusses when it might be appropriate for contact centers to complete the move into the cloud with hosted APO.
Posted: 17 Sep 2014 | Published: 17 Sep 2014

Genesys

Gartner Report: Predicts 2014: Customer Support and the Engaged Enterprise
sponsored by Genesys
WHITE PAPER: As customer experience is being elevated to a top-executive commitment, the customer engagement center/contact center is uniquely positioned to be at the epicenter of the customer experience revolution. Get this research note on Gartner predictions for 2014 and beyond.
Posted: 17 Sep 2014 | Published: 17 Sep 2014

Genesys

7 Drivers for Buying an Integrated Contact Center Suite
sponsored by Genesys
WHITE PAPER: 45% of customers reporting that better service options would have made a difference in their decision to switch away from a company. View this whitepaper now to discover 8 top tips on how to modernize, streamline, and simplify your contact center to keep up with customer expectations.
Posted: 16 Sep 2014 | Published: 16 Sep 2014

Genesys

Everyone to Everyone Economy: Preparing for a Very Different Tomorrow
sponsored by IBM
WHITE PAPER: There is a paradigm shift from customer-centricity towards an everyone-to-everyone (E2E) economy. This informative research dives into this new E2E world, describing what companies can expect from the future and what they can do today to prepare.
Posted: 12 Sep 2014 | Published: 31 Dec 2013

IBM

Transforming Back Office Efficiency: Five Steps to Peak Performance
sponsored by Genesys
WHITE PAPER: Streamlining systems that handle customer requests behind the scenes is essential to preserving the client's experience and retaining their business. This informative white paper dives into the world of optimizing company systems to create efficiency in client requests.
Posted: 11 Sep 2014 | Published: 11 Sep 2014

Genesys

Drive Smarter Sales: The Future of Sales Force Automation and Mobile Selling
sponsored by Oracle Corporation
WEBCAST: Sales mobility has grown to more than a preference – remote employees are mandatory to stay ahead of increased competition and meet demands from customers. This webcast, hosted by Gartner analyst Rob Desisto, discusses sales force automation and mobile selling.
Posted: 08 Sep 2014 | Premiered: Sep 8, 2014

Oracle Corporation

The Four Pillars of Effortless Service
sponsored by Salesforce
WHITE PAPER: Providing an effortless service experience is essential to success, though many enterprises struggle with where to begin. This essential resource breaks down the implementation of effortless service into 4 clear steps. View now to find out how to boost your customer retention by providing legendary service.
Posted: 02 Sep 2014 | Published: 02 Sep 2014

Salesforce

How to Build a Successful Customer Engagement Center
sponsored by Salesforce
WHITE PAPER: Customers demand service on their terms – an experience that requires minimal effort and to find a solution easily. View this essential resource now to understand the 5 steps to a successful customer engagement center, and if building a CEC is the right choice for your business.
Posted: 02 Sep 2014 | Published: 02 Sep 2014

Salesforce

Five Ways to Drive Revenue with Customer Service
sponsored by Salesforce
WHITE PAPER: Companies need to maintain flawless customer service to retain business, but many do not know where to start. This informative resource provides 5 ways to drive revenue with exemplary customer service.
Posted: 02 Sep 2014 | Published: 02 Sep 2014

Salesforce

Customer Service - Beyond the Call Center
sponsored by Salesforce
WHITE PAPER: 61% of customers preferring assistance over the phone and 60% over email, so many companies are looking to contact centers for service solutions. This white paper breaks down the essentials of contact centers into key topics, such as understanding the modern customer and defining customer service without a call center.
Posted: 02 Sep 2014 | Published: 02 Sep 2014

Salesforce

Top 10 Ways to Use Help Desk to Build Your MSP Business
sponsored by N-able Technologies
WHITE PAPER: This informative resource provides 10 helpful suggestions for building a successful MSP business, starting with the help desk.
Posted: 28 Aug 2014 | Published: 28 Aug 2014

N-able Technologies

Five Advantages of Mobile for Customer Service
sponsored by Salesforce
WHITE PAPER: Customers expect a seamless experience, regardless of where reps are located – making mobile more essential than ever. This whitepaper considers 5 reasons why mobile should be part of your service strategy.
Posted: 28 Aug 2014 | Published: 28 Aug 2014

Salesforce

Build for Change – the Risk of Customerpocalypse
sponsored by ComputerWeekly.com
BOOK: The enterprise must focus on how it engages customers and responds to their expectations, or face Customerpocalypse, writes Alan Trefler, in this extract from his book Build for Change.
Posted: 15 Aug 2014 | Published: 15 Aug 2014

ComputerWeekly.com

Transforming Customer Experience in the New Digital World
sponsored by Genesys
WHITE PAPER: Companies are expected to facilitate new social, mobile and web platforms in order to interact with customers – resulting in independent interaction points handled by disparate systems and disconnected employees. This white paper discusses a holistic approach to digital channels, and how to transform the end-to-end customer journey.
Posted: 14 Aug 2014 | Published: 14 Aug 2014

Genesys

Best Practices for Improving Back Office Workforce Efficiency
sponsored by Genesys
WHITE PAPER: 70% of customers report that they have ended a relationship due to poor customer service, a statistic that demands companies be at the top of their capabilities. View this in-depth whitepaper to discover an extensive 7 step guide to streamlining workforce efficiency, ultimately keeping customers happy.
Posted: 13 Aug 2014 | Published: 13 Aug 2014

Genesys

Customer Service Analytics: Exploit Data To Improve The Customer Experience
sponsored by IBM
WHITE PAPER: Aberdeen surveyed 233 organizations regarding their customer experience management (CEM) programs. This report will illustrate how companies using analytics as part of customer service activities perform compared to those without analytics.
Posted: 04 Aug 2014 | Published: 30 Apr 2014

IBM

Participate in our Customer Experience and Customer Relationship Management Research Program!
sponsored by ComputerWeekly.com
RESOURCE: Access your copy of Improving the Customer Experience Through Technology to get an inside look at what CRM professionals are doing to maintain a single view of a customer's history and contact information & the importance of offering multiple communication points. Simply take our CEM & CRM survey to access your complimentary guide.
Posted: 29 Jul 2014 | Published: 29 Jul 2014

ComputerWeekly.com

Intelligent Information: Improving the Customer Experience - AIIM White Paper
sponsored by Kodak
WHITE PAPER: View this research report to learn why transactional improvements such as better process automation to speed up processes and reduce costs are important, but a coordinated and consistent customer experience is seen as a major competitive factor.
Posted: 16 May 2014 | Published: 31 Dec 2013

Kodak

Creating Intelligent Customer Service Experiences
sponsored by Kodak
WHITE PAPER: This informative resource paves a path to profitable customer relations for your organization and offers 5 key recommendations for creating amazing customer experiences.
Posted: 14 May 2014 | Published: 31 Jan 2014

Kodak

Successful Cross-Channel CEM: Tips and Best Practices
sponsored by SDL
EGUIDE: Read this expert e-guide now to uncover the 5 steps to successful customer engagement, and help ensure the safety of your organization's reputation.
Posted: 25 Apr 2014 | Published: 25 Apr 2014

SDL

How Customer Service Drives Loyalty Through Customer Engagements
sponsored by IBM
RESEARCH CONTENT: Consult the following report from Gartner Inc. to explore the 4 central aspects of customer engagement. Learn how these 4 areas: ethical, active, rational, and emotional each apply to a strong CRM strategy and how you can approach these attributes to build sturdier customer relationships as a whole.
Posted: 04 Apr 2014 | Published: 04 Apr 2014

IBM

Collaboration Is the next Game Changer in Customer Service
sponsored by Cisco
WHITE PAPER: This exclusive paper discusses how collaboration is emerging as the next big game changer for customer service, providing practical examples and key insights into how four companies implemented collaboration technologies and used them to transform their customer service environments.
Posted: 12 Jun 2014 | Published: 12 Jun 2014

Cisco

Seven Ways to Make the First Mile of Business Smarter
sponsored by Kofax, Inc.
WHITE PAPER: Explore this game-changing white paper to uncover the seven ways to make the first mile of business interactions smarter.
Posted: 03 Apr 2014 | Published: 31 Dec 2013

Kofax, Inc.

3 Smart Moves That Slash Intermodal Costs
sponsored by Quintiq
WHITE PAPER: Even with near limitless intermodal options, planners typically fall back on familiar routes and patterns – regardless of whether or not there's a better way to operate. Fortunately, this resource lays out three smart moves that slash intermodal costs while delivering real planning transparency.
Posted: 31 Mar 2014 | Published: 31 Mar 2014

Quintiq
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