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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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Contact center workforce management: Best practices for shifting to remote work
sponsored by Verizon
RESOURCE: Many companies have struggled to shift contact center employees to a work-from-home model. Fortunately for you, remote contact center employees can actually improve the customer experience—with the right set of best practices. Read this article to discover how you can overcome the inevitable challenges of remote work and come out on top in the end.
Posted: 14 May 2021 | Published: 14 May 2021

Verizon

Student Experience
sponsored by Salesforce
VIDEO: Watch this short video to learn how you can meet the multifaceted needs of your students and improve their experience via personalized, high-quality communications at scale on Salesforce Education Cloud.
Posted: 13 May 2021 | Premiered: 13 May 2021

Salesforce

Advancement & Alumni Engagement
sponsored by Salesforce
VIDEO: Watch this short demo to learn how Salesforce can help you better understand and engage with your alumni and improve your institutional advancement.
Posted: 13 May 2021 | Premiered: 19 Jul 2019

Salesforce

A CRM needs assessment handbook
sponsored by Insightly
EBOOK: Choosing the best CRM requires research, planning, and stakeholder buy-in. Insightly put together this handbook to help you define your unique CRM needs and find the best solution for your business. Get your copy after a brief survey.
Posted: 07 May 2021 | Published: 07 May 2021

TOPICS:  CRM
Insightly

Digital experience focus broadens to encompass employees
sponsored by ComputerWeekly.com
EGUIDE: This e-guide to employee experience includes a podcast discussion about the evolution of employee experience management. Also, we explore how advanced companies are responding to skills shortages and millennial employee attitudes by listening harder to their workforces.
Posted: 06 May 2021 | Published: 06 May 2021

ComputerWeekly.com

The support leader’s guide to personal, efficient human support
sponsored by Intercom
WHITE PAPER: As consumers demand increasingly fast, personalized, and efficient customer support, businesses have to determine what level of automation is appropriate in order to still keep the ever-important human touch. Read this guide to discover a proven framework for automating workflows and integrating humans with automation for the best possible CX.
Posted: 21 Apr 2021 | Published: 21 Apr 2021

Intercom

Not All Cloud Contact Center Solutions Are Created Equal: The Top Three Considerations When Moving To The Cloud
sponsored by Avaya
RESOURCE: If you operate an on-premises contact center, you’re likely in the process of shifting to a cloud-based model or at least considering doing so. But not all cloud solutions are created equal. Explore the top 3 considerations you should review when planning your move to the cloud, in this blog post.
Posted: 16 Apr 2021 | Published: 16 Apr 2021

TOPICS:  CRM
Avaya

Empathetic Customer Experience - Changing the Thinking
sponsored by Alchemer
WEBCAST: Today’s enterprises are increasing technology investments that build an empathetic relationship with customers and create intimacy. Join industry experts Alan Webber, VP Customer Experience at IDC and David Roberts, CEO at Alchemer, as they discuss the importance of empathy in customer experiences, and how to improve your strategy.
Posted: 16 Apr 2021 | Premiered: Apr 16, 2021

TOPICS:  CRM
Alchemer

Why a Unified CRM is the Key to Sales and Marketing Alignment
sponsored by Freshworks
WHITE PAPER: Check out this white paper to unpack the challenges standing in the way of sales and marketing alignment and discover how a new generation of CRM technology is poised to change everything.
Posted: 16 Apr 2021 | Published: 16 Apr 2021

TOPICS:  CRM
Freshworks

For The Second Year In A Row, Avaya Wins For Contact Center Innovation
sponsored by Avaya
RESOURCE: Since day one, Avaya has been committed to continuously driving contact center innovation to help companies create experiences that matter. Explore some of the ways organizations are innovating using Avaya’s intelligent contact center solutions in this blog post.
Posted: 14 Apr 2021 | Published: 14 Apr 2021

TOPICS:  CRM
Avaya

Stories of CX Transformation
sponsored by Freshworks
EBOOK: Explore five inspiring stores of how the UK’s top retailers transformed CX and excelled amid disruption, in this eBook.
Posted: 14 Apr 2021 | Published: 14 Apr 2021

TOPICS:  CRM
Freshworks

AI And Customer Experience Keeping It “Intelligent” Without The “Artificial”
sponsored by ServiceNow
WHITE PAPER: Explore this ServiceNow white paper to learn how AI-assisted customer service is delivering real, tangible benefits, ranging from 40% reduced average handle time to employee cost reductions of up to $5 million.
Posted: 09 Apr 2021 | Published: 09 Apr 2021

ServiceNow

AI And Customer Experience Keeping It “Intelligent” Without The “Artificial”
sponsored by ServiceNow
WHITE PAPER: Explore this ServiceNow white paper to learn how AI-assisted customer service is delivering real, tangible benefits, ranging from 40% reduced average handle time to employee cost reductions of up to $5 million.
Posted: 08 Apr 2021 | Published: 08 Apr 2021

ServiceNow

‘The Ricoh Way’— Innovation In Merged Reality Service Delivery
sponsored by Help Lightning
CASE STUDY: Read this case study to see how working with Help Lightning has helped Ricoh improve service delivery and the overall customer experience.
Posted: 08 Apr 2021 | Published: 08 Apr 2021

TOPICS:  CRM
Help Lightning

Work From Anywhere—Adapting To Today’s Changing Econom
sponsored by Avaya
PODCAST: Businesses are facing the need to adopt work-from-anywhere mindsets, policies, and practices, as a result of COVID-19—changing the future of work as we know it. Get insight from Aragon Research CEO, Jim Lundy, and Avaya CMO, Simon Harrison, on how the workplace is expected to change in the next few years, and predicted impacts.
Posted: 08 Apr 2021 | Premiered: Apr 8, 2021

TOPICS:  CRM
Avaya

Serving The Everything Customer
sponsored by Avaya
RESOURCE: Modern customers have expectations that are so varied and high that Gartner has named them the “Everything Customer,” which begs an important question—how can you meet these seemingly impossible demands? Read this short Avaya blog post to learn how memorable, personalized, intelligent experiences can help satisfy increasingly lofty CX expectations.
Posted: 08 Apr 2021 | Published: 10 Nov 2020

Avaya

Making Sense of B2B Purchase Intent Data and Putting It to Use
sponsored by TechTarget
EBOOK: Simply adopting a CRM system doesn’t guarantee better customer relationships. The data you put into the system matters. In this e-book, Patricia Anton, founder of Anton Consulting, Inc. discusses how you can bring together data, human processes and technology to create a competitive advantage.
Posted: 07 Apr 2021 | Published: 07 Apr 2021

TOPICS:  CRM
TechTarget

Can Chatbots Really Deliver A Better Citizen Experience?
sponsored by Avaya
RESOURCE: As states look to improve their citizens’ digital experiences, they’re faced with budgetary constraints and increasingly high customer expectations. Read this Avaya post to learn how AI-enabled chatbots, on top of other AI powered tools, can save hundreds of thousands of employee hours while helping to ease and accelerate the citizen experience.
Posted: 02 Apr 2021 | Published: 26 Oct 2020

Avaya

Expert Insights: Using Chatbots in Customer Service
sponsored by TechTarget
RESOURCE: Developing an effective chatbot strategy is a complex process that requires some careful planning. In this e-guide, our experts walk you through what you need to know to succeed with chatbots – including best practices for creating chatbot scripts, evaluation metrics to measure performance, and more.
Posted: 01 Apr 2021 | Published: 02 Apr 2021

TOPICS:  CRM
TechTarget

Crm Role In Omnichannel And The Journey Towards Multiexperience
sponsored by Avaya
RESOURCE: Read this short blog post to learn how technologies like AI and CRM solutions can best be used, alongside with human expertise and experience, to create a truly omnichannel experience where others have failed.
Posted: 30 Mar 2021 | Published: 10 Mar 2021

Avaya

TechTarget - A Guide To Courageous Leadership In Times Of Global Change
sponsored by Zoom Video Communications
WHITE PAPER: Zoom’s People Experience Team has created this guide to help you lead your team though the uncertainty and connect with employees in a way that will help them through this crisis. Download your copy to learn more.
Posted: 30 Mar 2021 | Published: 30 Mar 2021

TOPICS:  CRM
Zoom Video Communications

Frictionless Supply Chain - Customer Benefits to Adapt Digital Solutions
sponsored by ClearMetal, Inc.
WEBCAST: Customer experience has become a key competitive differentiator—even in the supply chain. Explore the key customer benefits of integrating digital solutions into your supply chain in this video.
Posted: 25 Mar 2021 | Premiered: Mar 25, 2021

TOPICS:  CRM
ClearMetal, Inc.

Expert Guide To Ai-powered Whatsapp Commerce
sponsored by LivePerson
WHITE PAPER: Download this white paper to learn how you can create hyper-personalized experiences at scale by leveraging WhatsApp and LivePerson’s Conversational AI.
Posted: 18 Mar 2021 | Published: 18 Mar 2021

TOPICS:  CRM
LivePerson

Think Like Amazon
sponsored by Scandit
WHITE PAPER: Read this white paper to see how you can start thinking like Amazon, and delivering digital in-store experiences your customers will love, with mobile computer vision software.
Posted: 18 Mar 2021 | Published: 18 Mar 2021

TOPICS:  CRM
Scandit

Predictive routing in action
sponsored by Genesys
WHITE PAPER: Your KPIs are the definition of your customer service success. It’s important to do all you can to drive business outcomes and meet—or exceed—performance expectations. That starts with using technologies like AI-powered predictive routing. Learn about predictive routing, and how it can help you deliver a top-notch CX in this brief.
Posted: 18 Mar 2021 | Published: 18 Mar 2021

TOPICS:  CRM
Genesys
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