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Customer Service Best Practices

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Customer Service Best Practices Reports
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Potential Cost Savings and Benefits of a Cloud-Based Omnichannel Contact Center
sponsored by Genesys
RESEARCH CONTENT: In this Forrester Research Total Economic Impact report, learn about the potential financial effects of a modern, cloud-based contact center management platform.
Posted: 21 Mar 2018 | Published: 31 Dec 2017


Shining a Light on Cloud-Based Contact Centers
sponsored by Genesys
RESEARCH CONTENT: This TEC spotlight report examines a cloud-based contact center management platform. Find out how to support omnichannel customer engagement processes and discover how you can manage workforce collaboration, communications, and engagement workflows on a single platform.
Posted: 20 Mar 2018 | Published: 30 Nov 2017


The Financial Impact of Cloud-Based Contact Centers
sponsored by Genesys
RESEARCH CONTENT: In this Forrester Research Total Economic Impact report, learn about the potential financial effects of deploying a cloud-based platform for managing omnichannel contact centers.
Posted: 20 Mar 2018 | Published: 31 Dec 2017


The US Contact Center Decision-Makers' Guide: The Omnichannel Chapter
sponsored by Genesys
WHITE PAPER: Your customers expect effortless and personalized engagement across all their channels. Delivering exceptional customer service requires the platform, infrastructure, applications and resources to identify, route and switch interactions seamlessly between agents and channels, while keeping relevant data available throughout the customer journey.
Posted: 13 Mar 2018 | Published: 31 Dec 2017


Virtual agents not yet ready for primetime customer service
sponsored by SearchCRM
EBOOK: In this age of software automation, virtual agents can't replace humans at call centers. Yet chatbots can help assist customers and create new efficiencies.
Posted: 09 Feb 2018 | Published: 09 Feb 2018


The Ultimate Guide to Digital Transformation & Enterprise Architecture
sponsored by Mega International
WHITE PAPER: Uncover how several prominent businesses embraced digital technologies to improve their customer experience, which helped them retain customers and increase profits.
Posted: 08 Jan 2018 | Published: 30 Sep 2016

Mega International

Context Marketing Organization and Governance
sponsored by Sitecore
WHITE PAPER: This white paper covers the organizational and governance best practices related to successfully executing context marketing programs.
Posted: 08 Nov 2017 | Published: 30 Jun 2017


Your Guide to Omnichannel Customer Support
sponsored by Zendesk
WHITE PAPER: The customer determines the best way to engage with your company based on their needs and preferences. So how can you anticipate which channels a customer will need or want? Learn what omnichannel support entails, how a strategy can benefit your business, what factors are driving channel preferences, and more.
Posted: 30 Oct 2017 | Published: 30 Oct 2017


IDC: Supporting Customer Experience Initiatives Through Productivity and Process
sponsored by Zendesk
WHITE PAPER: In this IDC paper, learn what it means to the overall organization to be a CX–focused organization, the impact, benefits, and challenges of pursuing a customer experience strategy, and examples of organizations that have effectively used tools to support service and contact center agents.
Posted: 27 Oct 2017 | Published: 27 Oct 2017


Providing Great Customer Service Through Social Media
sponsored by Zendesk
WHITE PAPER: One of the first challenges to providing great customer service is where to focus your time and resources. Providing great customer service through social media can be a way to get around this hurdle. Learn how you can get started with developing a social customer service strategy of your own.
Posted: 25 Oct 2017 | Published: 25 Oct 2017


CRM Evolves Towards Digital Customer Engagement
sponsored by
EGUIDE: This e-guide focuses on how customer relationship management has evolved towards engaging with customers through every channel, with digital to the fore.
Posted: 23 Oct 2017 | Published: 23 Oct 2017

The Current State of Global Customer Service: Research Report
sponsored by Microsoft
RESEARCH CONTENT: 96% of Microsoft's survey respondents said customer service plays a role in their choice of and loyalty to a brand – that's a number too high to ignore. Learn more about the current state of customer service in this research report. Discover respondents' thoughts on: Brand loyalty, perceptions and frustrations, self-service options, and more.
Posted: 06 Oct 2017 | Published: 06 Oct 2017


How to Be a Customer Experience Leader
sponsored by West UC
WHITE PAPER: According to a Walker study, CX will overtake price and product as the key brand differentiator by 2020. So what can you do to up the ante and deliver a seamless CX across multiple channels? Use this infographic to uncover how to be a customer experience leader.
Posted: 03 Oct 2017 | Published: 03 Oct 2017

West UC

3 Ways Customer Service Technology Can Elevate Your Brick-and-Mortar Store
sponsored by Vonage
RESOURCE: Most customers today don't want to deal with the hassles of visiting a brick-and-mortar store: Long wait lines, products that aren't available and difficult comparisons are not on their to-do lists. Learn 3 ways customer service technology can elevate your brick-and-mortar store, so your customers will use their keys instead of their laptops.
Posted: 29 Sep 2017 | Published: 28 Aug 2017


Case Study: How ( And Why) Teladoc Chose Their New Contact Center Tool
sponsored by Five9
CASE STUDY: Teladoc, a leading provider of telehealth services, had trouble with their new in-house contact center tool. The platform was difficult to navigate, it lacked administrative features, and they faced frequent outages. Learn how Teledoc updated their contact center tool to improve customer satisfaction ratings by 97% and more.
Posted: 27 Sep 2017 | Published: 27 Sep 2017


A 5 Minute Guide to Cognitive Search for Customer Support
sponsored by Attivio, Inc.
WHITE PAPER: Explore the basics of a cognitive search platform – from natural language processing to robust security and big data analytics – and find out how cognitive search apps can help contact centers revitalize customer interactions and self-service.
Posted: 19 Sep 2017 | Published: 19 Sep 2017

Attivio, Inc.

7 Steps for Delivering Next-Generation Digital Customer Service
sponsored by Genesys
WHITE PAPER: According to Altimeter Group, 88% of businesses are currently undergoing a digital transformation, and 42% are investing in new digital channels to more effectively serve clients. That means companies understand the urgent need to create engaging digital experiences. Discover7 steps to delivering next-gen digital customer service.
Posted: 14 Sep 2017 | Published: 14 Sep 2017


How to Choose a New Payment Partner
sponsored by Adyen
WHITE PAPER: Your company may be growing fast, but if your payment processor can't keep pace ... it might be time to pick a new one. Discover key features to look for as you set out to find a new payment partner.
Posted: 31 Aug 2017 | Published: 31 Aug 2017

Gatwick Airport Improves Passenger Experience, Enhances Airport Operations Efficiency
sponsored by Splunk Services UK Ltd
CASE STUDY: In this case study, learn how Gatwick Airport in London used Splunk Cloud to improve the passenger experience, predict the customer flow, and increase visibility.
Posted: 23 Aug 2017 | Published: 23 Aug 2017

Splunk Services UK Ltd

Take Customer Engagement to New Heights
sponsored by Salesforce
EBOOK: In this e-book, learn how CareFirst BlueCross BlueShield and American Addiction Centers are taking the patient experience to the next level and transforming healthcare service.
Posted: 01 Jun 2017 | Published: 01 Jun 2017


Your Guide to Building Customer Loyalty with Analytics
sponsored by SAS
WHITE PAPER: Happy customers mean a growing business, and for that reason, improving customer service with data analytics should be a top priority. Learn how you can get started on this journey by opening this white paper.
Posted: 26 May 2017 | Published: 26 May 2017


Digital ecosystem business models are consolidating – move quickly!
sponsored by
ESSENTIAL GUIDE: This analysis from MIT's Centre for Information Systems Research explains why businesses need to move quickly to take advantage of digital technology.
Posted: 26 May 2017 | Published: 26 May 2017

How Financial Services Can Be Customer-Centric in the New Digital Landscape
sponsored by Microsoft
RESEARCH CONTENT: This IDC white paper explores how financial services organizations can build a positive digital customer experience across multiple channels. Learn how to create a connected, customer-centric experience with key enablers for cloud content management, mobility, analytics, and more.
Posted: 20 Nov 2017 | Published: 30 Apr 2017


The New Era of Digital Retail
sponsored by Microsoft
WHITE PAPER: Find out what some of the retail industry's brightest thought leaders from Microsoft and NORA had to say about the changing digital landscape in terms of personalization, omnichannel customer engagement, customer data management, and more.
Posted: 17 Nov 2017 | Published: 17 Nov 2017


A Look at 5 Contact Center Automation Tools
sponsored by Genesys
EGUIDE: In this expert e-guide, learn about what you need to consider when making contact center purchasing decisions, 5 contact center automation tools to know, and the top 5 benefits of speech analytics.
Posted: 31 Oct 2017 | Published: 27 Oct 2017

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