IDC recently undertook a Business Value ROI study on behalf of IBM to assess the economic impact of moving away from a homegrown solution or custom integration of components from multiple vendors to IBM's integrated Digital Experience software.This brief infographic shows the results of this study.
This paper will discuss the changing nature of the customer experience; outline the need for and benefits of a multi-channel contact center; highlight the key drivers and challenges companies must consider as they embark on this approach; identify what to look for in a vendor partner; and offer best practices for success.
In this webinar Oracle experts Timothy Doherty and Harriet Franklin explain how to empower your customers and employees. Access now to hear from Hanno Hesse about how one platform has empowered customers.
What do you need to know before selecting an online customer service option? Access this helpful white paper ot get 10 questions you should ask your Cobrowse vender to determine whether a web based customer service solution is right for you.
This white paper outlines three main categories of technology to help you get the most out of your self-service online support. Discover how your organization can boost repurchase rates and sales, and decrease inbound calls and emails.
This transcript explores two options for integrating analytic and Business Intelligence (BI) features into existing applications. Discover the benefits and drawbacks of each approach, and learn why your organizational culture should factor into your software decision.
This survey highlights the importance of the contact center experience and the direct impact it can have on revenue and consumer loyalty, it also reveals some interesting trends in consumer expectations.
This paper discusses and analyzes 5 myths frequently encountered in the context of self-service strategies and implementations, and offers proven industry best practices to counter them. This paper will be a valuable resource for you as you develop, implement, and refine your customer self-service strategy.
Customer service demands are overrunning companies today. In both business-to-consumer and business-to-business settings, product and service offerings are proliferating and customer interactions are multiplying. This white paper di...
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