Customer Service Reports

EGUIDE: The benefits of unified communications are apparent to network managers, but how can you figure out the value it will add to your organization?

Posted: 16 Nov 2011 | Published: 16 Nov 2011

EGUIDE: This e-guide from our editorial team will teach you how to efficiently deliver additional value to customers via social media as well as tips for finding balance when connecting with customers, and expert engagement tips from social media consultant Erik Qualman.

Posted: 06 Feb 2012 | Published: 06 Feb 2012

WHITE PAPER: Read this white paper to learn how business intelligence (BI) can combine your explicitly-defined business rules and automatically-identified statistical information to deliver the best possible content to your customers for every single interaction.

Posted: 01 Feb 2012 | Published: 01 Feb 2012

EZINE: This second issue of Customer Experience Exchange highlights the contact center. Often an overlooked facet of customer relationship management (CRM), the contact center is usually the first way a customer reaches out to a company and thus should always be considered in CRM strategies.

Posted: 31 Jan 2012 | Published: 31 Jan 2012

WHITE PAPER: There has been tremendous innovation in contact center workforce management (WFM) over the past three years, with new vendors and offerings entering the scene. Find out how the new generation of WFM solutions are easier to use, improve agent satisfaction, enhance customer experience and cut costs.

Posted: 31 Jan 2012 | Published: 24 Jan 2012

VIRTUAL SEMINAR: Smarter commerce is designed to help companies better integrate and more effectively manage their value chains. It aligns the buy, market, sell and service processes in a way that puts the customer at the center of decisions and actions, which can lead to greater customer loyalty, revenue and profit margin growth.

Posted: 30 Jan 2012 | Premiered: 30 Jan 2012

VIRTUAL SEMINAR: Utilize a complete set of enterprise reports that are easy to build, maintain, secure and deploy, all delivered in a collaborative authoring environment and based on the fundamental principle of "author once — consume anywhere."

Posted: 24 Jan 2012 | Premiered: 24 Jan 2012

EGUIDE: This tip guide from our editorial team features an article on overcoming single-view issues and how customer experience management (CEM) technologies are a valuable tool for this problem.

Posted: 24 Jan 2012 | Published: 24 Jan 2012

EGUIDE: Access this tip guide to learn how American Express and Yahoo Inc., have conquered customer service obstacles while also decreasing customer relationship management (CRM) budgets.

Posted: 24 Jan 2012 | Published: 24 Jan 2012

EGUIDE: Read this e-guide from SearchCRM.com to learn how American Express and Yahoo tackle customer service with their own twists, how to communicate through multiple channels and ways to craft a single customer view through CEM technology.

Posted: 09 Jan 2012 | Published: 05 Jan 2012

EGUIDE: In this e-guide, readers will learn more about customer relationship management (CRM) analytics and what can be gained from having this in place.

Posted: 13 Dec 2011 | Published: 13 Dec 2011

EZINE: With rapidly changing demands, customer experience management (CEM) can be a tricky craft within your organization's processes. Customer Experience Exchange is a brand new bi-monthly e-zine focused on CEM tips, best practices and techniques. Check out the first ever issue now, exclusively here.

Posted: 02 Dec 2011 | Published: 29 Nov 2011

EGUIDE: Business intelligence (BI) has become more essential than ever before as organizations strive to extract meaningful information from growing stores of data. Inside this e-guide, gain strategic insight from the BI implementation experiences of your peers.

Posted: 02 Dec 2011 | Published: 02 Dec 2011

WHITE PAPER: This publication provides information about IBM Social Business and includes details about the business need and the value of transformation to a social business. It presents a high-level Social Business component diagram, highlights key capabilities, and includes customer case studies that exemplify how some of these capabilities can be applied.

Posted: 01 Dec 2011 | Published: 01 Dec 2011

WHITE PAPER: Deepen your customer relationships. Drive operational effectiveness. Optimize your workforce. Read this white paper and see how using LotusLive services to become a social business can help your organization simplify, speed up and enhance interactions in practically all areas of the business.

Posted: 01 Dec 2011 | Published: 01 Dec 2011

WHITE PAPER: Signature Mortgage Corporation provides thousands of customers with low-cost and hassle-free mortgage solutions. Now with e-SignLive and LotusLive, their customers have the ability to electronically sign applications from the convenience of their home or office. Learn more about how e-SignLive increased their business success.

Posted: 01 Dec 2011 | Published: 01 Dec 2011

EGUIDE: CIOs are buzzing about virtualization technologies and tools for big data analysis due to benefits in areas such as productivity, business agility and customer service. Inside this exclusive e-guide, learn how your company can take advantage of both virtualization and big data analysis for a clear competitive advantage.

Posted: 30 Nov 2011 | Published: 30 Nov 2011

EGUIDE: Read this exclusive e-guide to get an executive-level, 360-degree view on which CRM approaches are best for different business scenarios -- from winning strategies for mobile users to social CRM tools to best practices for multi-channel customer experiences.

Posted: 30 Nov 2011 | Published: 23 Nov 2011

WHITE PAPER: As businesses embrace the digital revolution, they're rethinking what customers value most and creating operating models that take advantage of what’s newly possible for competitive differentiation. This report is designed to provide senior executives with analysis and insight on how fast and how far to go on the path to digital transformation.

Posted: 17 Nov 2011 | Published: 17 Nov 2011

PODCAST: A Social Business enables its employees – and customers – to more easily find the information and expertise they seek. Access this podcast series for an in-depth guide to establishing a Social Business for real-time communication and collaboration.

Posted: 16 Nov 2011 | Premiered: Nov 16, 2011

WHITE PAPER: This white paper discusses the features of JBoss Enterprise Middleware and highlights technical and customer support as the key characteristic that sets this middleware apart from the competition.

Posted: 03 Nov 2011 | Published: 01 Nov 2011

SOFTWARE DEMO: Microsoft Dynamics CRM helps increase productivity and create a connected organization that is equipped to please your customers. The result is a compelling and engaging experience for customers that sets your business apart.

Posted: 24 Oct 2011 | Premiered: 24 Oct 2011

EGUIDE: Learn how to successfully manage new challenges in the retail industry.

Posted: 21 Oct 2011 | Published: 21 Oct 2011

EBOOK: Is social CRM just hype or is it really worth your business's time? Read this eBook from SearchCRM.com for expert advice.

Posted: 19 Oct 2011 | Published: 17 Oct 2011

WHITE PAPER: In this white paper, learn what genuine customer centricity looks like, why it matters more than ever, and how organizations can achieve it.

Posted: 11 Oct 2011 | Published: 11 Oct 2011