Customer Service Research
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Mobile Devices Reshaping the Customer Experience: Learn how a mobility strategy can drive innovation and add a competitive edge to your contact center
Sponsored by: AvayaThis resource details the opportunities that mobility presents for contact centers, and offers guidance to help you weave these opportunities into a strategy that empowers you to capitalize on mobile benefits and sharpen your competitive edge.
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Podcast: Why BPO American Support Chose a Cloud Contact Center
Sponsored by: Five9In this comprehensive podcast, learn the top seven reasons why American Support, a leading outsourced contact center company, chose to move their contact center to the cloud and explore the most important questions to ask a cloud provider when looking into cloud technology.
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Webinar: Why BPO American Support Chose a Cloud Contact Center
Sponsored by: Five9In this in-depth webcast, discover the top seven reasons why American Support, a leading outsourced contact center company, chose the cloud for their contact center and explore the benefits they currently experience from this strategy. Also, learn the most important questions to ask a cloud provider when looking into cloud technology.
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The 2013 Application and Service Delivery Handbook by Jim Metzler
Sponsored by: Silver PeakThe goal of the 2013 Application and Service Delivery Handbook is to help IT organizations ensure acceptable application and/or service delivery when faced with both the first generation, as well as the emerging second generation of application and service delivery challenges.
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Case Study: US Airways
Sponsored by: Message SystemsIn this case study, find out how US Airways maintained high levels of customer satisfaction with an automated messaging system.
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Transform Consumer Relationships
Sponsored by: Hewlett-Packard CompanyIn this white paper, explore how to understand consumer behavior and predict future actions through the right analytical strategies and tools. Discover how to leverage multi-channel communication with customers to improve customer experience, drive loyalty, and improve revenue.
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Visual Customer Service: Improve Customer Interactions with Video
Sponsored by: Polycom, Inc.Explore how video conferencing can help not only reduce the time, cost, and carbon footprint associated with travel but also boost customer service and client satisfaction.
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Red Hat JBoss Portal Platform: Our Value Proposition
Sponsored by: Red HatWeb portals give organizations the opportunity to deliver a tailored web experience to a range of end users. View this white paper to learn how portals are utilized to share information and provide online self-service. it explains the value of sites based on portals.
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Transform Client-Centric Consulting with Video Collaboration
Sponsored by: Polycom, Inc.Client-centric consulting services need a borderless communications strategy to facilitate collaboration regardless of time and location. This white paper details how video collaboration can provide you with exactly this. View now to learn more!
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Enterprise Mobile Apps for Marketing and Sales
Sponsored by: Apperian, Inc.Access this exclusive resource to learn how you can effectively leverage the BYOD and consumerization of IT trend in order to better support sales and service teams and boost sales. Inside you'll find info about mobile customer relations management, mobile apps for marketing, a guide to selecting apps, and more.
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Seven Trends Driving Effectiveness in the Contact Center
Sponsored by: AvayaCustomers want to use social media, video, instant messaging and more to contact you - and they want to do it quickly. In this resource, check out seven key trends that are driving effectiveness in the contact center.
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Big Data in the Contact Center
Sponsored by: AvayaCollecting contact center data is just the first step to serving your customers more effectively. Understanding qualitative data using the newest analytics technologies is also essential - learn how to turn your data into actionable intelligence in this helpful resource.
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Exploiting Social Analytics & Intelligence for Customer Service & Support Excellence
Sponsored by: AspectAccess this comprehensive report and explore survey data from over 250 global companies on the subject of social intelligence tools. Discover why organizations are choosing specific technologies, the goals they have for customer analytics and engagement, and the benefits that they experience thanks to these applications.
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Blended interaction : For Inbound and Outbound
Sponsored by: AspectFinding a way to unify, streamline, and simplify communication between employees and customers is key to great customer experience. This resource explores how blended interaction leverages modern enterprise technologies to connect call center agents, consumers, and knowledge workers through a multitude of channels.
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Siemens EMEA support organization enhances quality and productivity with Aspect
Sponsored by: AspectSiemens PLM software struggled with disparate contact centers across multiple countries. Check out this brief case study to explore how Siemens leveraged a customer contact application to unite all incoming and outgoing customer interaction, as well as support unified communications and collaboration amongst its entire workforce.
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Turning Social Media into a Game-Changing Customer Care Channel
Sponsored by: AspectToday's customers demand highly personalized, engaging experiences, and leveraging social media to transform your contact center is a way to surpass these expectations. Access this whitepaper to learn how combining contact center best practices with social media CRM technologies can increase the effectiveness of your customer interactions.
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How Your Hosting Provider Can Influence the Quality of Your User Experience
Sponsored by: Macquarie Telecom Pty LimitedThis webinar will explain in detail the types of questions that should be asked and the latest technologies that can be employed to maximize your online performance for your users. Whether your brand is critical, you make money online, or have to comply with PCI standards, the success of your business depends heavily on choosing the right hoster.
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Productive Workforce
Sponsored by: AspectMany contact centers can't keep up with the demands of the "Consumer 2.0" due to outdated technologies and inefficient call center staffing. In this resource, discover how a workforce optimization strategy can help you improve customer experience and reduce cost per interaction.
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Cellular One
Sponsored by: AspectCellular One relied on inefficient technologies that required too much manual labor and resulted in sub-par customer interactions. In this case study, discover how they leveraged a single-platform strategy to drastically enhance their customer experience by combining workforce, quality and performance management capabilities with CRM technology.
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Keeping Pace with the Consumer
Sponsored by: AspectCustomers are demanding high levels of service from a variety of new channels - channels that bring both risk and opportunity for CRM. This helpful whitepaper outlines the key capabilities of a next-generation contact center and explores the various tools you should consider for supporting a collaborative CRM initiative.
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Are Public Sector organisations embracing collaboration to provide more Seamless Service for the 24/7 citizen?
Sponsored by: AspectModern contact centers are faced with customer demands for consistent, 24/7 service and support - even the public sector. This in-depth survey report delves into the challenges that public sector contact centers face, highlights the key trends that will affect customer interaction, and investigates the success rates of cost-savings initiatives.
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Making the Back Office Pay
Sponsored by: Aspect42% of contact center decision-makers say they're unable to effectively manage end-to-end workflow of customer interactions, and one of the main reasons for this is sub-par back-office processes. In this resource, explore how improving back-office staff utilization and performance results in more accurate, timelier responses to customer queries.
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Systems Of Engagement Demand New Integration Solutions — And A New IT
Sponsored by: IBMTo meet customer's growing expectations, smart businesses are focusing on integrating customer engagement apps into their existing systems. This in-depth Forrester report explores how major global companies are approaching this integration and what your peers are doing to surpass customer expectations.
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Utilities Are Once Again Leading with Mobile Technology
Sponsored by: SAP America, Inc.This in-depth webcast explores how utility companies can leverage SAP mobility tools to streamline business operations, get real-time access to their product and enterprise data from anywhere, and give their customers the support they need online, at any time.
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IBM solutions for social selling
Sponsored by: IBMThe relationship a business has with its customers is integral to its success. Recently, the way customers relate to organizations has changed dramatically because of new technologies and expectations. Consult this white paper to learn more about how you can streamline your processes and improve your customer relationship with the changing trends.
