Customer Service Reports

WHITE PAPER: Most customer service organizations have recently seen operational budgets cut by nearly 20%. In addition, the goal of maintaining quality customer service has become more difficult to achieve. Organizations must now deliver the same levels of service with fewer resources. Can it be done? Read on, and find out how.

Posted: 01 Mar 2012 | Published: 16 Nov 2011

WHITE PAPER: This paper covers many of the complications and complexities of managing a call center. It explores the various solutions available and offers pros and cons to each of the options. It shows the positive financial impact picking the right choice can have.

Posted: 01 Mar 2012 | Published: 01 Mar 2012

CASE STUDY: Discover how Apperian’s EASE assisted one retail company with the deployment and management of applications.

Posted: 24 Feb 2012 | Published: 24 Feb 2012

CASE STUDY: Uncover why a implementing a CallCopy recording solution that is easy to use, search, update, support and maintain can offer a lower TCO than other solutions, as well as fulfilling all your call recording needs.

Posted: 10 Feb 2012 | Published: 10 Feb 2012

EGUIDE: This tip e-guide from SearchCRM.com features insight from Gartner's 2011 Magic Quadrant for social customer relationship management (CRM). Read this now to learn what challenges are cropping up in CRM, how social media is affecting CRM strategies and what the future of social CRM looks like.

Posted: 08 Feb 2012 | Published: 08 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

EGUIDE: Read this tip guide now to learn expert tips for interacting with your customers through Web 2.0.

Posted: 08 Feb 2012 | Published: 07 Feb 2012

EBOOK: This e-book is designed to help you embrace the rise of social media, to harness its power and put it to work throughout the company. It’s based on our experience helping thousands of companies put the power of social media to work. It also discusses the benefits of social-powered selling, including greater reach and better close rates.

Posted: 07 Feb 2012 | Published: 06 Feb 2012

EBOOK: This e-book examines how some of today’s most successful reps approach social sales. Among others, you’ll meet a wine salesman with almost a million Twitter followers, a global manufacturer who is taking orders on Facebook, and a storage saleswoman who used Twitter and other tools to exceed her quota by 200%.

Posted: 07 Feb 2012 | Published: 06 Feb 2012

EGUIDE: This e-guide from our editorial team will teach you how to efficiently deliver additional value to customers via social media as well as tips for finding balance when connecting with customers, and expert engagement tips from social media consultant Erik Qualman.

Posted: 06 Feb 2012 | Published: 06 Feb 2012

EGUIDE: Read this e-guide from our award-winning editorial team to learn strategies for how to utilize innovative technologies to improve your customer experiences, retain customers and gain loyalty.

Posted: 06 Feb 2012 | Published: 06 Feb 2012

WHITE PAPER: Read this white paper to learn how business intelligence (BI) can combine your explicitly-defined business rules and automatically-identified statistical information to deliver the best possible content to your customers for every single interaction.

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: There has been tremendous innovation in contact center workforce management (WFM) over the past three years, with new vendors and offerings entering the scene. Find out how the new generation of WFM solutions are easier to use, improve agent satisfaction, enhance customer experience and cut costs.

Posted: 31 Jan 2012 | Published: 24 Jan 2012

VIRTUAL SEMINAR: Smarter commerce is designed to help companies better integrate and more effectively manage their value chains. It aligns the buy, market, sell and service processes in a way that puts the customer at the center of decisions and actions, which can lead to greater customer loyalty, revenue and profit margin growth.

Posted: 30 Jan 2012 | Premiered: 30 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

EGUIDE: This tip guide from our editorial team features an article on overcoming single-view issues and how customer experience management (CEM) technologies are a valuable tool for this problem.

Posted: 24 Jan 2012 | Published: 24 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: 05 Jan 2012

EGUIDE: In this e-guide, readers will learn more about customer relationship management (CRM) analytics and what can be gained from having this in place.

Posted: 13 Dec 2011 | Published: 13 Dec 2011

EZINE: With rapidly changing demands, customer experience management (CEM) can be a tricky craft within your organization's processes. Customer Experience Exchange is a brand new bi-monthly e-zine focused on CEM tips, best practices and techniques. Check out the first ever issue now, exclusively here.

Posted: 02 Dec 2011 | Published: 29 Nov 2011

EGUIDE: Business intelligence (BI) has become more essential than ever before as organizations strive to extract meaningful information from growing stores of data. Inside this e-guide, gain strategic insight from the BI implementation experiences of your peers.

Posted: 02 Dec 2011 | Published: 02 Dec 2011

WHITE PAPER: This publication provides information about IBM Social Business and includes details about the business need and the value of transformation to a social business. It presents a high-level Social Business component diagram, highlights key capabilities, and includes customer case studies that exemplify how some of these capabilities can be applied.

Posted: 01 Dec 2011 | Published: 01 Dec 2011

WHITE PAPER: Deepen your customer relationships. Drive operational effectiveness. Optimize your workforce. Read this white paper and see how using LotusLive services to become a social business can help your organization simplify, speed up and enhance interactions in practically all areas of the business.

Posted: 01 Dec 2011 | Published: 01 Dec 2011

WHITE PAPER: Signature Mortgage Corporation provides thousands of customers with low-cost and hassle-free mortgage solutions. Now with e-SignLive and LotusLive, their customers have the ability to electronically sign applications from the convenience of their home or office. Learn more about how e-SignLive increased their business success.

Posted: 01 Dec 2011 | Published: 01 Dec 2011