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Customer Service Best Practices

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Customer Service Best Practices Reports
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Retailers Get Personal: Using Analytics to Deliver Profitable Customer Experiences
sponsored by Oracle Corporation
WHITE PAPER: Retailers know their challenge isn't just gathering more data, but optimizing the use of the data they currently have. Explore ways to improve everything from supply chain management to the customer experience by leveraging actionable insights.
Posted: 24 Jun 2016 | Published: 24 Jun 2016

Oracle Corporation

Why Omnichannel Experience Delivery is a Full Contact Sport
sponsored by Genesys
EGUIDE: Expert consultants and users from eBay and Boingo Wireless discuss contact center technology trends, mistakes, and best practices. Discover ways to upgrade your existing infrastructure to enhance the customer experience and help your company run more efficiently.
Posted: 21 Jun 2016 | Published: 07 Jun 2016

Genesys

Utilities are Getting 'Smarter' About Using Big Data
sponsored by Oracle Corporation
WHITE PAPER: Utilities companies that develop a collaborative culture are better able to apply analytics to new uses and new kinds of data. Explore ways utilities companies are using data to exercise increasing control over energy usage and costs, provide personalized customer service, and better equip call center reps to resolve issues quickly.
Posted: 21 Jun 2016 | Published: 21 Jun 2016

Oracle Corporation

Strengthen Customer Relationships Through Data
sponsored by Oracle Corporation
WHITE PAPER: Consolidating different relationships into a comprehensive view is a key way to fully leverage big data and analytics tools. Discover ways to determine customer behavior, as well as how to shape marketing materials and offers based on a complete understanding of the customer.
Posted: 21 Jun 2016 | Published: 21 Jun 2016

Oracle Corporation

Enabling the Credential Economy
sponsored by CyberSource
WHITE PAPER: The "credential economy" is taking shape. In this white paper, learn how digital wallets, micro-transactions and loyalty commerce models need to be supported in regards to security and other factors. You'll also uncover insights into various solutions that enable these business models.
Posted: 20 Jun 2016 | Published: 30 Apr 2014

CyberSource

Service On-Demand: Diving into the Future of Customer Service
sponsored by Genesys
WHITE PAPER: Backed by the Economist Intelligence Unit, discover an on-demand, omnichannel customer self-service model that can help your organization accommodate consumers in Asia-Pacific regions. Read on to also explore four next steps to embracing disruption and the new age of customer self-service.
Posted: 20 Jun 2016 | Published: 20 Jun 2016

Genesys

Deliver Upon Customers' Ever-Growing Expectations
sponsored by Genesys
VIDEO: Using one man's adventures in online automotive shopping as an example, you'll explore ways to build exceptional customer relationships across all phases of an omnichannel journey.
Posted: 13 Jun 2016 | Premiered: 13 Jun 2016

Genesys

10 Ways An Omnichannel Engagement Center Helps You Deliver Next-Generation Customer Experience
sponsored by Genesys
WHITE PAPER: Firms are increasingly building true engagement based on integrating customer experience with existing systems. Explore 10 ways to support all channels and touchpoints, and scale to any number of consumers, geographies, and agents.
Posted: 10 Jun 2016 | Published: 10 Jun 2016

Genesys

Trends: The Future of Customer Service
sponsored by Genesys
WHITE PAPER: Today's customer expectations for easy, effective, and personal service are shaping customer service technology priorities. Explore this summary of the top 10 customer service trends that application development and delivery (AD&D) pros must pay attention to.
Posted: 10 Jun 2016 | Published: 10 Jun 2016

Genesys

Five Tips for Mastering Digital Customer Service
sponsored by Genesys
WHITE PAPER: As contact center engagement reaches critical mass, customers now expect the same level of service from digital and voice interactions. Discover ways to provide a seamless experience as your audience navigates across multiple channels.
Posted: 10 Jun 2016 | Published: 10 Jun 2016

Genesys

Analyst Report: Contact Centers Must Go Digital
sponsored by Genesys
WHITE PAPER: Preferences for customer service channels are layered, and changing across all ages and demographics. Forrester Research analysts take a look at multi-channel customer use, and identify major gaps in contact center technology and operations.
Posted: 10 Jun 2016 | Published: 03 Apr 2015

Genesys

Where is Healthcare Customer Experience Heading?
sponsored by [24]7 Customer, Inc.
WHITE PAPER: What will the future of healthcare customer experience management (CEM) look like given today's trends toward digitization? Examine 5 key predictions for the future of CEM in healthcare, based on current trends and changing perceptions of consumer experiences.
Posted: 01 Jun 2016 | Published: 01 Jun 2016

[24]7 Customer, Inc.

The Future of Telecom: Five Predictions
sponsored by [24]7 Customer, Inc.
WHITE PAPER: Discover 5 key predictions regarding the future of telecom, based on current trends and customers' changing perception of the telecom experience. Gain insight into what telecom consumers expect from today's providers, and learn how to deliver exceptional self-service for mobile transactions.
Posted: 01 Jun 2016 | Published: 01 Jun 2016

[24]7 Customer, Inc.

AAA WCNY Optimizes Roadside Assistance, Delivers Physical and Network Security
sponsored by Splunk
CASE STUDY: Discover how to achieve full operational visibility into your network security and firewall traffic. Learn how AAA Western and Central New York leveraged cloud to monitor their VPN, enhance PCI compliance, and deliver superior customer service—all not possible without its secure network.
Posted: 17 May 2016 | Published: 17 May 2016

Splunk

How Close Tracking Against Services Contracts can Increase Profitability
sponsored by Sage Software
WHITE PAPER: Services contracts help satisfy customers in a profitable way. Learn about how you can achieve this goal with profitability analysis, a clear view of your contracts, control over costs and margins, and more.
Posted: 13 May 2016 | Published: 13 May 2016

Sage Software

Value Creation in a Digital Economy
sponsored by SAP
WHITE PAPER: In a world where every business must become a tech business, you won't want to miss this report on creating value in a digital business landscape. Learn how the rules have changed, how to evolve with disruptors, and ways to survive and thrive in the digital economy.
Posted: 03 May 2016 | Published: 03 May 2016

SAP

Reliance Securities Empowers Customers with an Omnichannel Contact Center
sponsored by Dimension Data
VIDEO: Watch this brief video case study to discover how one company used integrated, omnichannel contact center tools to increase agility, responsiveness, and make better use of their customer service agents' skills. Learn how this transition let them use the same number of agents to engage with more customers without compromising customer satisfaction.
Posted: 03 May 2016 | Premiered: 15 Dec 2015

Dimension Data

Tesco.com Accelerates Development Through Deep Understanding of Customer Behavior
sponsored by Splunk
CASE STUDY: British grocery and general merchandise retailer Tesco wanted to better track and understand customer behaviors on their website Tesco.com. They turned to one platform to help them improve customer satisfaction and reduce revenue loss. Learn more now.
Posted: 12 Apr 2016 | Published: 12 Apr 2016

Splunk

Operational Intelligence Supporting Online Growth at John Lewis
sponsored by Splunk
CASE STUDY: Prominent retailer John Lewis needed to improve operational intelligence to maintain their reputation for exceptional customer service. Discover what software enabled them to improve visibility with real time operational insights.
Posted: 11 Apr 2016 | Published: 11 Apr 2016

Splunk

Building the Business Case for a Service Desk
sponsored by LogicNow
WHITE PAPER: The old adage "Garbage In, Garbage Out" is exactly what you'll get if your service desk application isn't simple to use and simplicity is a key ingredient. Access this white paper to ensure the processes you have in place will achieve the level of success you are looking for with your MSP business.
Posted: 01 Apr 2016 | Published: 30 Dec 2015

LogicNow

Brand Loyalty in the Digital Age
sponsored by Axway
WHITE PAPER: In this challenging landscape discover how you can drive customer engagement and promote brand loyalty by using API management technologies. Download this white paper now to learn how you can deliver omnichannel engagement while ensuring security for corporate IT systems.
Posted: 24 Mar 2016 | Published: 24 Mar 2016

Axway

Enhance Your 360-Degree View of the Customer
sponsored by IBM
WHITE PAPER: In this white paper you will learn how to use big data to build an integrated, more personalized approach to marketing, business strategies, customer service and more.
Posted: 15 Mar 2016 | Published: 15 Mar 2016

IBM

Using Big Data Technologies to Better Understand and Engage Customers
sponsored by IBM
PRODUCT LITERATURE: In this paper, you will discover 5 high-value uses for big data and receive advice on how to exceed customer expectations of service by leveraging big data to produce an enhanced, 360-degree view of your consumers. Read on to turn your big data swell into a wealth of valuable information.
Posted: 14 Mar 2016 | Published: 31 Mar 2015

IBM

Case Study: Analytics Strategy Empowers Natural Gas and Energy Supplier to Retain and Attract Customers
sponsored by IBM
CASE STUDY: This brief case study describes the analytics strategy that enabled a natural gas and energy supplier to minimize customer attrition and attract new customers. Discover how a customer-loyalty index and early warning indicators allowed them to reach out to unhappy customers with new offers and better customer service.
Posted: 14 Mar 2016 | Published: 06 Oct 2014

IBM

Reaching New Heights in Omnichannel Customer Service
sponsored by Zendesk
EGUIDE: This e-guide offers expert advice for creating a successful omnichannel customer experience by utilizing a unified user interface (UI), service clouds, self-service tools, and more. You'll also learn how to implement a unified contact record for customer interactions so that you can create a consistent, satisfying experience for your customers.
Posted: 02 Mar 2016 | Published: 26 Feb 2016

Zendesk
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