Customer Service Reports

WHITE PAPER: This resource highlights the top 8 changes in distributed denial of service (DDoS) attacks that most organizations aren't ready to defend against.

Posted: 05 May 2014 | Published: 05 May 2014

WHITE PAPER: Read this exclusive white paper now to find out the differences between omni-channel and multi-channel technologies, as well as which more is more highly recommended.

Posted: 05 May 2014 | Published: 31 Jan 2014

WHITE PAPER: In this white paper, discover the key to improving the customer experience, how it can be made easy, and where to start.

Posted: 30 Apr 2014 | Published: 29 Apr 2014

EBOOK: In this informative e-book, 5 key steps are highlighted to address merchandise optimization in the connected-customer era. Read on to discover how these steps will connect and optimize your merchandising and marketing activities to secure customer loyalty and future repeat sales.

Posted: 29 Apr 2014 | Published: 29 Apr 2014

EBOOK: This three-part expert guide focuses on the steps to take to engage customers in the ever-growing e-commerce industry. Inside, discover the 6 key factors that can make or break a customer's shopping experience.

Posted: 17 Apr 2014 | Published: 22 Apr 2014

WHITE PAPER: This case study shares one credit union's experience with an authentication solution that helped it efficiently manage user access across all applications without hindering productivity or adding costs.

Posted: 11 Apr 2014 | Published: 28 Feb 2010

CASE STUDY: This case study details how one company took advantage of Amazon Web Services to provide a personalized customer experience on their transactional websites.

Posted: 07 Apr 2014 | Published: 07 Apr 2014

WHITE PAPER: Check out this exclusive white paper to uncover the tool capable of transforming documentation reception and processing into a more efficient "digital mailroom", so you can improve customer service, reduce costs and more.

Posted: 03 Apr 2014 | Published: 31 Dec 2013

WHITE PAPER: Explore this game-changing white paper to uncover the seven ways to make the first mile of business interactions smarter.

Posted: 03 Apr 2014 | Published: 31 Dec 2013

WHITE PAPER: This resource explores why the contact center has remained a highly untapped source of customer insight, explains how recent advances are giving organizations the power to analyze voice interactions, and counts down three essential success factors that you should consider.

Posted: 03 Apr 2014 | Published: 03 Apr 2014

WHITE PAPER: Even with near limitless intermodal options, planners typically fall back on familiar routes and patterns – regardless of whether or not there's a better way to operate. Fortunately, this resource lays out three smart moves that slash intermodal costs while delivering real planning transparency.

Posted: 31 Mar 2014 | Published: 31 Mar 2014

WHITE PAPER: This guide was written to help identify or measure those critical CX measurement points that provide feedback on the health and success of a CX initiative. It is intended to familiarize you with important CX measurements and Key Performance Indicators (KPIs) along with providing a definition and a method to calculate their value.

Posted: 27 Mar 2014 | Published: 30 Sep 2012

WHITE PAPER: This guide explores some best practices for utilizing Google+ as an effective user engagement strategy.

Posted: 27 Mar 2014 | Published: 31 Dec 2013

EGUIDE: In this SearchCRM.com expert e-guide, find insights from leading organizations and industry authorities to help you address the challenges of monitoring and measuring your CEM strategy. Also inside, find 10 steps for improving your customer experiences.

Posted: 24 Mar 2014 | Published: 24 Mar 2014

EGUIDE: In this e-guide from the experts at SearchCRM.com, find out why social media has become a powerful tool for customer experience management (CEM), and discover what you can do to drive social media success.

Posted: 24 Mar 2014 | Published: 24 Mar 2014

EGUIDE: This expert  e-guide describes why digital technologies are proving to be the "next big thing" in the world of CRM, and explores the strategies that small businesses are using to stay competitive in e-commerce.

Posted: 24 Mar 2014 | Published: 24 Mar 2014

EGUIDE: This expert e-guide lays out five CEM lessons learned from AMC's hit TV show Breaking Bad that can help you cook up better customer experiences. Also inside, find a case study that describes the success that doughnut store Krispy Kreme found with the right mobile engagement strategy.

Posted: 24 Mar 2014 | Published: 24 Mar 2014

EGUIDE: In this SearchCRM.com expert e-guide, get an inside look at common practices for measuring contact center and organizational performance, and learn how you can transform metrics into a world-class customer experience.

Posted: 24 Mar 2014 | Published: 24 Mar 2014

WHITE PAPER: 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

WHITE PAPER: This informative solution brief highlights the challenges and potential solutions that can be implemented to help embrace mobile customers, protect payment and personal data and deliver a secure shopping experience.

Posted: 06 Mar 2014 | Published: 31 Oct 2013

WHITE PAPER: 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

EBOOK: Access this expert handbook to learn how to determine which communication channels to harness to effectively and easily reach customers. Explore new methods of multichannel marketing, which can help you pinpoint the first steps to a successful multichannel communication strategy.

Posted: 27 Feb 2014 | Published: 27 Feb 2014

WEBCAST: This brief video case study examines how United Airlines was able to consolidate its IT infrastructure and fuel customer experience success with the right service. Tune in to learn more now.

Posted: 07 Feb 2014 | Premiered: Dec 31, 2012

WEBCAST: Social networks have revolutionized the way that today's customers gain information and make buying decisions. This brief video introduces a social enterprise service that enables your organization to effectively harness and exploit social information.

Posted: 07 Feb 2014 | Premiered: Dec 31, 2012

BROCHURE: View this brochure to learn about Gartner's 2014 Customer Strategies and Technologies Summit, taking place on April 28-29, 2014 in London, UK. Get a sneak preview of the schedule of events, including keynote speeches from Gartner VPs and solution provider sessions.

Posted: 04 Feb 2014 | Published: 31 Dec 2013