The Contact Center Queue: Lessons from the Pandemic
sponsored by Easy On Hold
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This article highlights some of the biggest changes that occurred in the contact center in 2020, as well as the importance of using an on-hold solution to create an optimal experience for your customers. Download now to learn more.
Posted: 21 Dec 2020 | Published: 21 Dec 2020
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Automated warehouse with AWS: Making space for retail robots
sponsored by SoftServe
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As customers’ expectations shift closer to instant gratification, retailers are under pressure to optimize their service strategies. Read this white paper to see how using robotics in your retail organization can help you improve CX and warehouse operations.
Posted: 12 Nov 2020 | Published: 12 Nov 2020
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Perfecting the Art of Conversation
sponsored by CloudCall Ltd
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In the age of digital transformation, our conversations have become fragmented across a range of communication channels. This causes difficulties when trying to keep track of what was said, when and on which communication tool. In this guide, explore an overview of the communication landscape and how people converse across the range of channels.
Posted: 11 Nov 2020 | Published: 11 Nov 2020
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If You Don't Live and Breathe CRM Culture, You're Missing Out
sponsored by CloudCall Ltd
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CRM has the power to improve management efficiencies, boost customer service and increase profits. But if staff aren’t using it to its full potential, it becomes little more than a glorified address book. What should companies do if they want to make the most of their CRM? Download this white paper to explore 5 actionable tips.
Posted: 05 Nov 2020 | Published: 05 Nov 2020
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Achieving Project Visibility and Control
sponsored by Unit4
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To ensure project profitability (and ultimately company profitability), your organization must play as a team throughout the lifecycle of each project—something that’s often easier said than done. Download this white paper to explore strategies and tools that can help you implement this level of end-to-end teamwork across your organization.
Posted: 10 Aug 2020 | Published: 10 Aug 2020
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Effective Sales Operations: Are We There Yet?
sponsored by Freshworks
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Access this white paper to learn the results of Forrester’s findings which includes barriers to SaaS CRM adoption, key challenges when using current SaaS CRM solutions, and 3 recommendations to successfully leverage SaaS CRM to achieve more effective sales operations and greater business benefits.
Posted: 10 Jun 2020 | Published: 10 Jun 2020
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Why Emotional Connections Are Vital to Delivering Outstanding Customer Experiences
sponsored by Intrado
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Read this white paper to explore research surrounding the impact of emotional connections on good customer experiences, and get tips on establishing these connections with your customers.
Posted: 03 Jun 2020 | Published: 03 Jun 2020
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Your Personalization Checklist
sponsored by Progress Software Corporation Sitefinity
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Personalization is a vital part of good customer service—but doing it effectively can be hard. Download this personalization checklist to make sure you have all the necessary answers and tools for a successful strategy.
Posted: 01 May 2020 | Published: 01 May 2020
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Managing through and post COVID-19: Digital imperative for banks to reduce Op-Ex and improve CX
sponsored by Fractal
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Recently, Fractal analyzed 4 trends—that have occurred as a result of COVID-19—and the potential impacts they could have on banks. Download the article to explore their analysis, and get tips on managing through and post the pandemic.
Posted: 28 Apr 2020 | Published: 28 Apr 2020
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Disruptive Customer Engagement with Cloud Contact Center Software
sponsored by RingCentral
WHITE PAPER:
The shift to the cloud that is happening in the contact center software market is very similar to what has already happened in the customer relationship management (CRM) market. Download this report to learn why so many organizations are adopting cloud contact center software and explore 4 RingCentral customer success stories.
Posted: 13 Apr 2020 | Published: 13 Apr 2020
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An Introduction to ABM Scoring
sponsored by TechTarget
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Download this white paper to examine common models and insight on what qualification criteria to focus on in determining your own ideal approach to ABM scoring.
Posted: 19 Jul 2019 | Published: 19 Jul 2019
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How Effective Content Mangement Systems Attact and Keep Cusomters for Life
sponsored by Sitecore
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In this in-depth white paper, learn how to choose the best CMS for customer experience management. Understand this entity from the perspective of the marketer and developer.
Posted: 02 Mar 2015 | Published: 31 Dec 2014
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Speech-to-Text Analytics Reveals New Insights Into Consumer Behavior
sponsored by IBM
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This white paper describes how Telerx, a global contact center outsourcing provider, embrace the methods that modern consumers are utilizing to share their opinions and turned raw data into valuable insight for their clients.
Posted: 20 Feb 2015 | Published: 31 Jan 2013
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Top 10 reasons to Choose Infor CRM
sponsored by Infor
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This brief whitepaper shines light on one CRM infrastructure platform, and the 10 benefits your business could enjoy from a system like this. Access now to see what competitive CRM advantages can help your company's growth.
Posted: 16 Jan 2015 | Published: 16 Jan 2015
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5 Best Practice Steps for B2B and B2C Convergence
sponsored by IBM
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Access this Aberdeen research report to find out how customer requirements and cross-channel logistics flow, grow, and coverage – and what that means for your supply chain strategy.
Posted: 05 Dec 2014 | Published: 05 Dec 2014
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Close the Omni-channel Customer Experience Gap
sponsored by IBM
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If your customers cannot move smoothly across all channels, their experiences will suffer. Access this guide to learn how you can close the omni-channel customer experience gap and bring online visibility to your contact center.
Posted: 20 Mar 2014 | Published: 31 Aug 2013
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Choosing the Perfect Customer Support App
sponsored by Desk.com (A Salesforce Company)
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This guide counts down four easy steps to help you cut through the market for customer support applications and identify the tool that meets your business needs.
Posted: 05 Mar 2014 | Published: 05 Mar 2014
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How TCO Benefits Make Cloud Computing a No-Brainer for Many SMBs and Mid-Market Enterprises
sponsored by NetSuite
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This resource analyzes the economic benefits of cloud computing in the ERP and CRM space, and details how embracing the cloud can be a competitive differentiator for SMBs.
Posted: 14 Feb 2014 | Published: 28 Feb 2013
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Delivering omni-channel shopping
sponsored by Hewlett-Packard Enterprise
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This resource introduces a data management and analytics approach that gives you the power to harness customer information to improve experiences and meet constantly changing consumer expectations.
Posted: 06 Feb 2014 | Published: 06 Feb 2014
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Billing as a Strategy for Building Customer Loyalty and Retention
sponsored by Fusebill
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This resource examines the importance of billing in subscription sales, and details how you can use billing to build customer loyalty and retention.
Posted: 30 Dec 2013 | Published: 30 Dec 2013
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Connected Customer Centricity - MS perspective on the Retail Industry
sponsored by Microsoft India
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This resource reveals how your organization can develop successful customer-centric strategies and deliver superior customer value.
Posted: 19 Dec 2013 | Published: 31 Jan 2012
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Create a Strong, Dynamic Customer Experience
sponsored by Hewlett-Packard Enterprise
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This resource explores the changing e-commerce landscape, and investigates how developing an omni-channel environment can help you create a strong, dynamic customer experience.
Posted: 19 Dec 2013 | Published: 30 Nov 2012
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Delivering a Seamless Experience Across Every Channel
sponsored by IBM
WHITE PAPER:
This white paper reveals the results of a survey of over 500 e-commerce and e-business professionals, and provides key insights and best practices for improving customer experiences across all channels.
Posted: 15 Nov 2013 | Published: 31 May 2013
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Addressing changing customer behavior
sponsored by IBM
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This resource offers valuable insight to help you better understand customer behaviors and improve online customer experiences.
Posted: 13 Nov 2013 | Published: 31 May 2013
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Cashing in on Customer Insight
sponsored by IBM
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This resource explains how customer analytics can help your organization monetize customer insights and compete in a global marketplace.
Posted: 11 Nov 2013 | Published: 31 Dec 2012
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