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ALSO CALLED: eCRM, Client Relationship Management, Dealing with Customers, Relationship Management, CRO, Enterprise CRM, Customer Relationship Management, Relationship Marketing, Customer Relationship Optimization, Customer Relations, Customer Care
DEFINITION: Service assurance (SA) is a procedure or set of procedures intended to optimize performance and provide management guidance in communications networks, media services and end-user applications. Service assurance is an all-encompassing paradigm that revolves around the idea that maximizing customer satisfaction inevitably maximizes the long-term profitability of an enterprise.Service assurance can involve  … 
CRM Reports
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15% of customer service interactions will be handled by AI in 2021
sponsored by TechTarget
RESOURCE: 15% of all customer service interactions by 2021 will be handled completely by AI, according to Gartner. As this deadline comes closer, business leaders are facing increasing pressure to adopt digital technology – like self-service platforms.
Posted: 28 Mar 2020 | Published: 28 Mar 2020

TechTarget

How to Make the Customer Experience a Competitive Advantage for Your Business
sponsored by Skedulo
EBOOK: Download this white paper to explore the 4 key steps you can take to improve your customer journey.
Posted: 25 Mar 2020 | Published: 25 Mar 2020

Skedulo

Why your customers should shape your DX strategy
sponsored by TechTarget
RESOURCE: Digital transformation is no longer just a buzzword. Instead, DX begins and ends with how you think about, and engage with, your customers—with the help of digital technology. Grab a copy of our guide—after a brief survey—to learn why transforming CX should be high on your executive priority list.
Posted: 24 Mar 2020 | Published: 25 Mar 2020

TechTarget

Reimagining Customer Experience
sponsored by Vonage
WHITE PAPER: Research has shown that 86% of consumers are willing to pay more for a great experience, while 89% will leave due to a poor experience. And by the end of 2020, customer experience will overtake price and product to become the key brand differentiator. Find out the Vonage journey.
Posted: 23 Mar 2020 | Published: 23 Mar 2020

Vonage

Using Automated Scorecards to Improve Agent Performance
sponsored by CallMiner
WHITE PAPER: When Quality Monitoring (QM) and recording processes were introduced, call center supervisors were able to monitor agent activity, but with all the communication channels used today, legacy QM tools are no longer adequate. Download this white paper to learn about a more modern way to create quality scorecards with speech analytics and automation.
Posted: 20 Mar 2020 | Published: 20 Mar 2020

CallMiner

How CIOs Benefit from An Effective Digital Transformation Strategy
sponsored by NGINX
WHITE PAPER: Download this white paper to review the importance of having an effective digital transformation strategy and the benefits it can offer CIOs.
Posted: 20 Mar 2020 | Published: 20 Mar 2020

NGINX

How Not to Lose Your Customer in 3 Seconds
sponsored by NGINX
WHITE PAPER: The consequences of a bad digital experience can be severe. In fact, recent research found that 90% of users will only give a website 3 seconds to load before abandoning it. So—given how important enjoyable digital experience is—what can you do to not lose a customer after 3 seconds? Find out in this white paper.
Posted: 19 Mar 2020 | Published: 19 Mar 2020

NGINX

How Holiday Inn Re-vamped their Contact Center with CallMiner
sponsored by CallMiner
WEBCAST: Holiday Inn Club Vacations is a collection of resorts in the U.S. Hoping to expand their contact center and better meet compliance requirements, the company implemented CallMiner’s Eureka platform. Learn about Holiday Inn’s experience and the benefits Eureka helped them realize in this brief video.
Posted: 19 Mar 2020 | Premiered: Mar 19, 2020

CallMiner

The CX Pro’s Guide to Speech Analytics
sponsored by CallMiner
WHITE PAPER: Speech analytics solutions have traditionally been used by the contact center, but that may be changing as more organizations adopt them elsewhere. Download this “CX Pro’s Guide to Speech Analytics” to explore all the need-to-know details and learn how you can use them to enhance and improve CX.
Posted: 19 Mar 2020 | Published: 19 Mar 2020

CallMiner

SearchUnify Helps Rubrik Scale its Customer Service Operations
sponsored by SearchUnify
CASE STUDY: Download this case study to learn about Rubrik’s experience implementing AI and NLP-powered search tool, SearchUnify, and how it helped them amp up case deflection by 20%.
Posted: 16 Mar 2020 | Published: 16 Mar 2020

SearchUnify

The Power of Analytics in the Customer Experience Economy
sponsored by 8x8, Inc.
WHITE PAPER: Download this eBook to learn how companies are using analytics to solve the toughest puzzles of customer experience management and explore 4 tips for using them in your contact center.
Posted: 16 Mar 2020 | Published: 16 Mar 2020

8x8, Inc.

5 Ways to Transform Contact Center Results Through Unified Communications
sponsored by 8x8, Inc.
WHITE PAPER: Download this white paper to learn about UC and contact center integration, and how it can help empower agents to meet your goals and realize 5 key benefits.
Posted: 13 Mar 2020 | Published: 13 Mar 2020

8x8, Inc.

SearchUnify’s Cognitive Search Solution for Salesforce
sponsored by SearchUnify
PRODUCT OVERVIEW: How could implementing AI-powered search into your Salesforce environment benefit you? Find out in this product overview, which explores SearchUnify’s cognitive search tool for Salesforce and the benefits you can achieve with it.
Posted: 12 Mar 2020 | Published: 12 Mar 2020

SearchUnify

Is it time the contact center walked away from social media?
sponsored by BT
WHITE PAPER: Download this white paper to learn why some organizations have begun to move away from social media when it comes to contacting customers, and what you can do to derive more value from it.
Posted: 12 Mar 2020 | Published: 12 Mar 2020

BT

Owner’s Manual for the Modern Demand Gen Engine
sponsored by TechTarget
EBOOK: Download this e-book to learn how you can build a demand generation strategy that scales with your business to accelerate the pipeline and increase win rates.
Posted: 12 Mar 2020 | Published: 12 Mar 2020

TechTarget

Turning Your Salesforce Community into a Case Deflection Engine
sponsored by Coveo
WEBCAST: Watch this 60-minute webinar to learn the three ways you can turn your Salesforce Community into a self-service & case deflection engine.
Posted: 11 Mar 2020 | Premiered: Mar 11, 2020

Coveo

Constructing the Next-Gen Support Agent: Why AI Is Required
sponsored by Coveo
WEBCAST: There’s a lot of discussion around the benefits AI can provide—especially in customer service. But can it really live up to all the hype? Find out in this webinar, which delves into 1 healthcare organization’s experience implementing AI in their self-service strategy and the benefits they achieved.
Posted: 11 Mar 2020 | Premiered: Mar 11, 2020

Coveo

Self-Service Best Practices for Salesforce Community Cloud
sponsored by Coveo
WEBCAST: If you want to make great self-service a reality on your Salesforce Community you need to give customers an intelligent and intuitive search experience and proactively recommend content that can help. Watch this webinar to learn tips and best practices you can implement to increase self-service success & boost case deflection.
Posted: 11 Mar 2020 | Premiered: Mar 11, 2020

Coveo

Implementing a Digital Experience Platform That's Designed to Actually Address Employee Needs
sponsored by Workgrid
RESOURCE: Download this blog post to learn how to incorporate a digital experience platform into your workplace initiatives and what features to look for in in your potential purchase.
Posted: 10 Mar 2020 | Published: 10 Mar 2020

Workgrid

How to avoid a messaging meltdown in your contact center
sponsored by BT
WHITE PAPER: When it comes to messaging channels for your customer support teams, successful implementation takes so much more than making the channel available. Download this white paper for tips on how to avoid a messaging meltdown in your contact center.
Posted: 10 Mar 2020 | Published: 10 Mar 2020

BT

Cognitive Search for Engaging Experiences on Your Community
sponsored by SearchUnify
PRODUCT OVERVIEW: SearchUnify is an AI-powered cognitive search platform that makes information from all your enterprise content sources easily accessible on your community, making it more engaging. Learn about it in this product overview, and see how it can help you provide a better search experience.
Posted: 10 Mar 2020 | Published: 10 Mar 2020

SearchUnify

4 Solutions to the Toughest CX Puzzles
sponsored by 8x8, Inc.
RESOURCE: Falling short of CSAT goals? NPS sagging? Wondering if a single complaint is widespread? Customer experience puzzles can be confounding. Download this infographic to explore 4 methods that can help you get to the bottom of CX issues and see improvements fast.
Posted: 10 Mar 2020 | Published: 10 Mar 2020

8x8, Inc.

Cognitive Search for Efficient & Personalized Customer Support
sponsored by SearchUnify
PRODUCT OVERVIEW: SearchUnify is an AI-powered cognitive search platform that makes data from all your enterprise content sources easily accessible, empowering your contact center agents to instantly resolve queries without leaving the support console. Download this product overview to learn more about it.
Posted: 09 Mar 2020 | Published: 09 Mar 2020

SearchUnify

How AI Is Powering the Next Generation of Support Agents
sponsored by SearchUnify
RESOURCE: When it comes to contact center agents, many support teams still rely on manual processes—preventing them from servicing customers in the most efficient, effective way. Luckily, AI and cognitive search can help. Learn how AI is powering the next generation of support agents in this blog post.
Posted: 09 Mar 2020 | Published: 09 Mar 2020

SearchUnify

Cloud Content Management: Content for everyone, everywhere they go
sponsored by Adobe Inc
WHITE PAPER: A cloud content management system can help you adapt to where your customers are and deliver consistent, personalized experiences. Get details on how in this white paper.
Posted: 09 Mar 2020 | Published: 09 Mar 2020

Adobe Inc
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