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ALSO CALLED: CIS, Customer Relations
DEFINITION: In customer relationship management (CRM), customer service chat (CSC) is an Internet service that allows the user to communicate in real time with a customer service agent by using an instant messaging (IM) application that's built into the company's Web site. CSC is often part of a "blended media" approach to contact center management, where customer service agents use multimedia routing technology  … 
Customer Interaction Services Reports
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Nexidia Analytics Solution Brief
sponsored by NICE Systems, Inc
RESEARCH CONTENT: Take a look at this solution brief to learn how analyzing and correlating all levels of customer engagement can add value and context to each interaction, allowing for a granular understanding of every element of the journey.
Posted: 13 Jul 2018 | Published: 13 Jul 2018

NICE Systems, Inc

Customer Engagement – The Road to 2020
sponsored by West UC
WHITE PAPER: This resource presents survey findings on consumer preferences and offers recommendations for contact center managers to close the gap between digital technology and customer engagement.
Posted: 06 Jul 2018 | Published: 29 Jun 2018

West UC

Connecting Digital and Physical Experiences for the Online Shopper
sponsored by Oracle Cloud
WEBCAST: In this webcast, learn about the Trunk Club experience for customers, and how the Customer First Experience and Customer Engagement teams create fun and convenient ways for customers to interact with stylists.
Posted: 02 Jul 2018 | Premiered: Jun 29, 2018

Oracle Cloud

Navigating Growth Strategies in the Wake of Technological Uncertainty
sponsored by Oracle NetSuite
ANALYST REPORT: In today's business world, developing a strategy for sustained growth is plagued by the uncertainty ushered in by technological disruption. Download now to learn how companies across the world are encountering and overcoming the key challenges posed by digital disruption, evolving market demands, and more.
Posted: 27 Jun 2018 | Published: 20 Jun 2018

Oracle NetSuite

The 7 Agent Behaviors that Score Highest with Customers
sponsored by Convergys
ANALYST REPORT: This report identifies which agent behaviors are most effective at improving your frontline agent performance scores and 7 key findings for contact center leaders to help drive customer satisfaction.
Posted: 14 Jun 2018 | Published: 14 Jun 2018

Convergys

Giving Machine a voice - UK
sponsored by Mitel Networks Limited
RESEARCH CONTENT: 95% of IT decision-makers see customer experience improvements as an important part of their digital transformation, according to Opinium Research. Download the full survey results and see how your competitors plan to change their customer experiences through modern technologies.
Posted: 13 Jun 2018 | Published: 31 Dec 2017

Mitel Networks Limited

The Action Gap: What's Causing all the Disappointment in your Voice of the Customer Program and How to Fix it
sponsored by Convergys
RESOURCE: Today, most companies are failing to realize the payoff of their voice of the customer (VOC) investment. According to Forrester Research, VOC programs are still not taken seriously because they struggle to drive action and prove value. Keep reading to uncover 4 dimensions of your VOC program, the role of VOC software and more.
Posted: 13 Jun 2018 | Published: 13 Jun 2018

Convergys

Self-Service Soars, Increasing Customer Satisfaction
sponsored by Convergys
RESOURCE: Customers want to interact with your company digitally 68% of the time, and they expect it to be quick and easy. As resounding 56% of customers select self-service options first for easy inquiries. Keep reading to learn about the key takeaways and find out how to make customer satisfaction results soar.
Posted: 13 Jun 2018 | Published: 13 Jun 2018

Convergys

CX Extends Beyond the Initial Sale: The Business Case for a Seamless Customer Experience Management System
sponsored by Oracle Corporation
RESOURCE: A great customer experience (CX) develops strong lifetime customer relationships, which boosts the customer lifetime value (CLV) – providing a very high ROI on all monies spent on CX. Inside, find out why 86% of customers will pay more for a better CX and the features and benefits of engagement platforms.
Posted: 12 Jun 2018 | Published: 12 Jun 2018

Oracle Corporation

Drive Sales by Fostering a Loyal Customer Base: Personalization Technology is the Key to Building Customer Loyalty
sponsored by Oracle Corporation
RESOURCE: Today, your customers are in control. They choose when, where, and how much they purchase. If your SMB cannot earn their loyalty, they will do business elsewhere, and you will lose your most profitable customer segment. Read on to find out how to stay ahead of competitors with cloud-based loyalty and customer engagement platforms.
Posted: 12 Jun 2018 | Published: 12 Jun 2018

Oracle Corporation

13 Common Pain Points in Customer Journeys A Checklist for CX Improvement
sponsored by Convergys
RESOURCE: In this resource, find out how you can target the critical factors that influence customer experience and pinpoint where your weaknesses might be, so you can prioritize next steps for uncovering and correcting the shortcomings in your customer journeys.
Posted: 12 Jun 2018 | Published: 31 Dec 2017

Convergys

3 IVR Transformations That Saved Millions of Dollars
sponsored by Convergys
WHITE PAPER: In this white paper, find out how the right IVR improvement strategy can improve customer experience and reduce cost and how the IVR can be used to drive new revenues and enhance the digital messaging technologies companies have deployed.
Posted: 12 Jun 2018 | Published: 31 Dec 2017

Convergys

Boosting the CX with Customer Service Analytics
sponsored by ConvergeOne
EGUIDE: In this e-guide, uncover how you can use analytics to improve the customer experience and enhance field services, which translates to more satisfied and loyal customers.
Posted: 11 Jun 2018 | Published: 06 Jun 2018

ConvergeOne

The Product Manager’s Guide to Email
sponsored by SparkPost
RESOURCE: Explore how email notifications and other app-generated email messages can help product teams building fast-growing services make the most of email in their products, and how product development teams can messages in their apps to nurture user engagement.
Posted: 06 Jun 2018 | Published: 06 Jun 2018

SparkPost

The Keys to Email Delivery for App Developers & Product Managers
sponsored by SparkPost
WHITE PAPER: Find out why customer have increasingly come to expect smooth, cohesive experiences across devices and channels, and why email delivery is one of the top challenges for businesses trying to serve customers online.
Posted: 01 Jun 2018 | Published: 31 May 2018

SparkPost

The Body Shop's Fresh Take on Lasting Customer Relationships
sponsored by Axway
CASE STUDY: The Body Shop, an international ethical beauty business, recognized that they needed to take a different approach to understanding its customers and building relationships. Find out how they built a connected mobile app to gain a deeper understanding of customer preferences and revamp their customer loyalty program.
Posted: 31 May 2018 | Published: 31 May 2018

Axway

Customer Experience Networks Go Where Omnichannel Retail Can't
sponsored by Axway
RESOURCE: What happens when customers, employees, business partners and suppliers can collaborate and co-innovate to deliver improved, more holistic shopping experiences? Learn more inside.
Posted: 31 May 2018 | Published: 29 Dec 2017

Axway

The Rise of Customer Experience Networks
sponsored by Axway
RESOURCE: An IDC survey found that senior execs are unhappy with their omnichannel marketing system. 41% said they failed to deliver a unified, real-time view of the digital customer experience. In this infographic, learn how APIs play a big factor in connecting disparate digital marketing channels.
Posted: 31 May 2018 | Published: 31 May 2018

Axway

Creating a Positive Customer Experience with 15 Steps
sponsored by ConvergeOne
EGUIDE: Explore how Marathon Sports established a more customer-centric strategy, and learn about the role of a loyalty program and customer insights for improving customer experiences.
Posted: 09 May 2018 | Published: 09 May 2018

ConvergeOne

Customer Experience in Field Service
sponsored by IFS
VIDEO: TBD92% of execs agree that organizations need to adapt their service models to keep up with customer needs, per the Connected Manufacturing Service Report. In this webcast, hear IFS global industry director Mark Brewer explain what companies should know about customer service in field services.
Posted: 09 May 2018 | Premiered: 18 Apr 2018

IFS

Customer Service Analytics to Enhance CX
sponsored by Freshworks
EGUIDE: Nothing instills customer loyalty as much as being treated like a person. There's an innate note of respect and authenticity that emerges in a process when customers need help and it is offered with a personal touch. Keep reading to learn more about the role of customer service analytics.
Posted: 12 Jun 2018 | Published: 07 Jun 2018

Freshworks

Choosing a Sales CRM: 11 Factors That'll Help you Decide Easily, and Faster
sponsored by Freshworks
RESOURCE: If you've gone through the grind of picking a CRM, realizing it didn't fit, dusting yourself off and making a difference choice, keep reading to explore a cheat sheet to help streamline your CRM hunt.
Posted: 12 Jun 2018 | Published: 22 Aug 2017

Freshworks

9 Use Cases in Sales and How CRM Software Can Help
sponsored by Freshworks
RESOURCE: CRM software exists to help sales reps and managers meet sales needs irrespective of their complexity and magnitude. Inside, uncover 9 sales use cases and what CRM can do in each case.
Posted: 11 Jun 2018 | Published: 28 Mar 2018

Freshworks

Best Practices Guide for Migrating Away from Salesforce
sponsored by Oracle Corporation
WHITE PAPER: If you're looking to move to Oracle for a CRM platform, uncover some tested best practices based on real life case studies. Learn how Hitachi Consulting helped companies make the move -- resulting in significant cost reduction and increased productivity.
Posted: 18 May 2018 | Published: 29 Dec 2017

Oracle Corporation

Empowering the Modern Seller: A New Definition of Engagement
sponsored by Microsoft
RESOURCE: Explore how sales organizations can use fundamental sales strategies and data-driven insights to reach buyers in a seamless sales experience.
Posted: 14 May 2018 | Published: 14 May 2018

Microsoft
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