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Customer Service Best Practices

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Customer Service Best Practices Reports
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6 Ways Intelligent Customer Service is Transforming Support Organizations
sponsored by Coveo
RESOURCE: 67% of customers would rather resolve their issues through self-service than call a contact center. Learn more about this and 5 other ways that intelligent customer service is changing the way support organizations work.
Posted: 27 Sep 2016 | Published: 27 Sep 2016

Coveo

Trends 2016 - The Future of Customer Service
sponsored by ServiceNow
RESOURCE: Read on to learn the top 10 current trends for application development and delivery pros supporting customer service operations. Write your company's roadmap and redefine customer service success in the age of the empowered customer.
Posted: 27 Sep 2016 | Published: 05 Jan 2016

ServiceNow

What is Driving the Financial Services Industry to the Cloud?
sponsored by Hewlett Packard Enterprise
WHITE PAPER: In this technical white paper, you'll learn how one global banking organization decided on a cloud infrastructure that helped them quickly add features and iterate on their application. Discover how they did this while still providing a stable, secure experience for their banking customers.
Posted: 26 Sep 2016 | Published: 26 Sep 2016

Hewlett Packard Enterprise

Guide to Mastering Intelligent Customer Service
sponsored by Coveo
EBOOK: Today's customers are more empowered than ever, so naturally their expectations are changing across every industry. Use this e-book to explore the intelligent customer self-service approach, the balance between improving self-service and agent skills, as well as best practices.
Posted: 26 Sep 2016 | Published: 26 Sep 2016

Coveo

Putting Customer Service First
sponsored by ServiceNow
WHITE PAPER: Customer service is difficult to master, but this survey report offers insights from customer service leaders. Inside you will learn about common practices among these leaders and see how you can apply them within your organization.
Posted: 26 Sep 2016 | Published: 31 Aug 2016

ServiceNow

Deflection, Defined and Measured
sponsored by Coveo
WHITE PAPER: Deflection is difficult to define for most organizations, but it is becoming a necessity to keep up with customer expectations. Learn about the different types of deflection and how to define it for your organization's needs.
Posted: 23 Sep 2016 | Published: 23 Sep 2016

Coveo

The CMO Perspective: Global C-suite Study
sponsored by IBM
EBOOK: In this research study, drawing from the responses of 5,247 C-suite executives, you'll learn what techniques a multitude of enterprises have found promising for honing their competitive edge in customer experience management such as experimenting with collaborative business models, increasing one-on-one customer communication and more.
Posted: 21 Sep 2016 | Published: 29 Jan 2016

IBM

How to Provide Global Support for Customer Service
sponsored by Zendesk
WHITE PAPER: The "follow-the-sun" support model was created to satisfy customers, regardless of time or location. This white paper explores this model and the different ways that it can be achieved. Discover how to deliver anytime, anywhere service and get global, fast with support team best practices – regardless of the size of your company.
Posted: 21 Sep 2016 | Published: 21 Sep 2016

Zendesk

Limitations of Customer Self-Service for Contact Centers
sponsored by ServiceNow
EGUIDE: Today's customers are more empowered and informed than ever, and they expect self-service to be available. In this e-guide, Scott Sachs of SJS Solutions discusses some of the challenges you will need to address, including more complicated inquiries and reduced opportunities to enhance customer engagement.
Posted: 20 Sep 2016 | Published: 02 Sep 2016

ServiceNow

Your Guide to Getting Omnichannel Customer Service Right
sponsored by Zendesk
WHITE PAPER: A comprehensive view of your customers' transactions and behaviors can help you answer their questions, and maximize personalization through multiple channels. Access this resource for insight into omnichannel service strategies and imperatives.
Posted: 20 Sep 2016 | Published: 20 Sep 2016

Zendesk

Trustpilot Uses 4 Key Consideration to Improve their Helpdesk
sponsored by Zendesk
WHITE PAPER: Trustpilot provides a forum for customer service-conscious online shoppers, so they knew their brand's reputation depended on a modernized helpdesk. In this Nucleus Research report, learn what strategy they implemented to console customers who have had bad experiences elsewhere, increase productivity, and more.
Posted: 19 Sep 2016 | Published: 19 Sep 2016

Zendesk

4 Ways to Drive Service Innovation with the Internet of Things
sponsored by IBM
WHITE PAPER: Explore how organizations across multiple industries are using real-time insights to deliver better services to clients with an IoT approach to data collection and use. Uncover 4 ways to improve services with IoT and get real-world examples of how organizations from around the world are already using analytics to unlock the power of IoT data.
Posted: 19 Sep 2016 | Published: 31 Dec 2014

IBM

Analytics and the Customer Journey: 7 Best Practices for Delivering a Better Customer Experience
sponsored by SAS
WHITE PAPER: This white paper explores how you can identify the critical factors that detract from a customer experience as well as decide how to rebuild positive experiences by mapping the customer journey. Uncover the 7 best practices for delivering a better customer experience and get helpful advice on data management, metrics, and more.
Posted: 09 Sep 2016 | Published: 09 Sep 2016

SAS

Optimizing Customer Interactions with Analytics
sponsored by SAS
WHITE PAPER: The following resource reveals the 5 types of customer data you should be collecting and analytics strategies that automate marketing campaigns, optimize customer engagement, and more.
Posted: 07 Sep 2016 | Published: 07 Sep 2016

SAS

Survey Report: Putting Customer Service First
sponsored by ServiceNow
WHITE PAPER: Top customer service providers are 53% more likely to significantly impact company revenue. Access this survey report to see what the top service leaders have in common and what you can do to make your business one of them.
Posted: 02 Sep 2016 | Published: 31 Aug 2016

ServiceNow

Customer Experience Analytics: Delivering More Personalized Customer Service
sponsored by zendesk (bime by)
EGUIDE: In this e-guide, explore several customer experience initiatives to help you discern which tactics have the staying power it takes to make a positive impact on your company's ability to integrate analytics into its CRM systems. Find out how to derive actionable insights that can help you create a more personalized customer experience.
Posted: 01 Sep 2016 | Published: 31 Aug 2016

zendesk (bime by)

Improving the Patient Experience: Portal Adoption Strategies that Work
sponsored by Medfusion
WHITE PAPER: A patient portal is of little value if patients aren't signing up. Access this exclusive resource to leverage 15 proven strategies to develop your portal adoption action plan. Additionally, view an essential checklist as you formulate your strategies.
Posted: 01 Sep 2016 | Published: 01 Sep 2016

Medfusion

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

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

Infographic: Keeping Customers Happy
sponsored by NICE Systems, Inc
WHITE PAPER: Retaining existing customers is significantly more cost-efficient than marketing to new ones. Uncover best practices for realizing the benefits of retention from improved word-of-mouth to maximized ROI.
Posted: 22 Aug 2016 | Published: 22 Aug 2016

NICE Systems, Inc

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

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

The Social Customer Service Playbook
sponsored by Lithium Technologies
WHITE PAPER: 40% of customers switch loyalty because a competitor offers better customer service. With customers ready to switch to competitors for better service, you can't afford to fall behind. This white paper will help you improve your customer service for the new digital age.
Posted: 22 Aug 2016 | Published: 22 Aug 2016

Lithium Technologies
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