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destinationCRM.com Best Practices Series
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Current White Papers (click on title to view/download):
Sponsored By: Radial and Zendesk

It’s a fact that customers will go with self-service as their first order of preference when they have basic questions. That preference alone should propel organizations to provide the best self-service options they can to satisfy their customers. Self-service also costs far less than agent-assisted self-service.

Learn how your organization can provide better service and cut costs.

Download these top tips for providing excellent self-service:

  • Top Customer Care Trends to Win In the Age Of The Consumer Sponsored by Radial
     
  • 6 Tips for Building A Thriving Help Center Sponsored by Zendesk

Serving customers better and reducing costs is a win-win for everyone!


Sponsored By: Verint and Genesys

Many companies still only pay lip service when it comes to listening to their customers and taking action on what they’re actually communicating.

But voice of the customer (VoC) programs have moved steadily toward the mainstream, as the evidence has mounted that VoC initiatives are critical for producing consistent, sustainable improvements in customer experience.

Download this instalment and learn:

  • Driving Measurable Results from A Voice Of The Customer Program - Verint®
  • Smart Customer Surveys Drive Smart Business Decisions - Genesys

Learn Best Practices for setting VoC goals, capturing and analyzing data, and delivering actionable results that improve business value.


Sponsored By: Kustomer and Cobalt

DOWNLOAD this month’s Best Practices and read two strong recommendations for integrating your Ecommerce and CRM platforms.

In this special report, you will receive:

  • Transform Your Ecommerce Service from Transactional To Customer Centric from Kustomer
  • E-Commerce & CRM — Integrate or Unify? from Cobalt

Learn why switching from a ticket ID system to a customer identity model can increase the lifetime value of your customers, and whether you should integrate or unify your E-Commerce and CRM systems.


Sponsored By: eGain and Genesys

All of the new channels and technologies—like artificial intelligence for self-service and agents, co-browsing, SMS messaging, real-time chat, screen share, and visual customer enablement—are upping customer expectations across all markets.

Of course, these are just some of the channels that need to be integrated into a central database repository to provide customers with a consistent experience regardless of the way they choose to interact.

DOWNLOAD this special report from CRM Magazine and find: 

  • 5 Innovative Use-Cases For Customer Service Transformation from eGain

  • Visual Reality: Cloud Contact Center Innovation with Omnichannel Screen Share And Co-Browse from Genesys


Sponsored By: Nuance and Glympse

Proactive customer service respects customers, and is a well-suited convenience that fits customers’ busy lifestyles and reliance on technology to help them remember critical events.

Download this month’s installment and find out how your company can provide proactive customer service which will lower your costs, and drive higher customer satisfaction.

You will receive:

  • Dialers Don’t Do Digital. How to use multi-channel proactive engagement to reach consumers, while lowering costs - Sponsored by Nuance
  • “Wait! We’re On the Way!” Prevent inbound calls and customer no shows with proactive ETA insight - Sponsored by Glympse

Better customer satisfaction and lower costs. Why not start now?


Sponsored By: Conga

Complete sales automation can be a reality when you have the right apps.

Imagine your data is always accurate and up-to-date. You accelerate quotes, proposals and other sales-related documents through automation, eliminating tedious copy paste.

  1. Start with great data
  2. Accelerate quotes
  3. Accelerate negotiation

Download this pdf and learn the keys to true end-to-end Sales Automation.


Sponsored By: Medallia

Download the following Best Practices based on real life insights from telecommunication, aviation, retail and e-commerce industries who leveraged a VoC program to reduce call center costs, increase conversion, boost revenue and reduce churn.

We will show how these real companies:

  • Reduced Call Deflection
  • Increased Online Conversion and Revenue
  • Reduced Customer Churn
Medallia Digital helps companies capture customer feedback across emerging web and mobile channels, engage customers with compelling digital experiences and keep pace with customers’ constantly changing behaviors.


Sponsored By: Genesys, inContact and Sparkcentral

Download this latest installment of CRM Magazine’s Best Practices Series and you will receive recommendations for delivering smart customer service from the perspective of your customers—service that values customers’ time, allows them to control the experience, and ultimately provides them with a smooth and positive interaction with your brand.

View these topics in a single download:

  • Intelligently Engage With Your Customers by Genesys
  • Using Omnichannel To Optimize The Customer Journey by inContact
  • Messaging: The Next Generation by Sparkcentral

Smart customer service can work for you.


Sponsored By: Conga

Every day, all over the world, businesses of every type are using contracts to lock in business. But the sales process that often gets bogged down in the “last mile” of the agreement, and that is where mistakes can be made and deals can be lost or delayed.

DOWNLOAD this FREE White Paper and find out you can empower your sales team with a simple solution to pain points in the sales cycle caused by the contract process.

Learn: THE KEY TO ACCELERATING CONTRACTS

And accelerate your contract process and close more business today.


Sponsored By: Genesys

Today’s customer wants to communicate with you across multiple touchpoints and channels.

To do this successfully, it’s crucial to implement an all-in-one approach to your customer’s journey.

Download this white paper and consider:

  • What Does Your Customer’s Journey Look Like?
  • Which Customer Segments Can You Identify?
  • The Experience Design Process
  • Actionable Steps to Improve The Customer Experience

Follow these steps and gain the competitive advantages for delivering exceptional Customer Experiences.


Sponsored By: Verint

Delivering effective customer service can be a balancing act. While service speed is important, it’s not the only critical factor, since fast answers can be detrimental if they’re incorrect.

What’s the single most important too that can help your organization?

Knowledge Management

In this White Paper you will learn how a Knowledge Management solution can help you deliver across these important metrics:

  • SPEED
  • ACCURACY
  • CONSISTENCY
  • AGILITY

Download this free white paper and learn how your knowledge management strategy can help you reap the benefits of intelligent customer service.


Sponsored By: Verint®, Confirmit and inContact

Do you want to know the secrets for creating an intelligent Contact Center that keeps evolving as you grow?

DOWNLOAD this latest installment of CRM Magazine’s Best Practices Series and you will hear from the following Contact Center experts with their best tips for delivering better Customer Experiences.

  • Designing an Intelligent Contact Center: Enable, Engage, Evolve by Verint®
     
  • CX: The Last Sustainable Source of Competitive Advantage in the Contact Center by Confirmit
     
  • Designing an Intelligent Contact Center by inContact

If you are involved you your company’s Contact Center or Customer Experience initiatives, DOWNLOAD this concise Best Practices Guide today.


Sponsored By: Nuance

When it comes to customer service in the digital age, people only want to talk to someone as a last resort. The worst thing you can do is frustrate your callers. Fortunately, there’s a far better way.

Download This White Paper and Learn These

5 WAYS TO MODERNIZE YOUR IVR

1) Recognize callers faster with voice biometrics

2) Don’t sound like a robot, become more conversational

3) Personalize the experience by drawing from readily available information

4) Proactively anticipate customer needs

5) Create consistency across every channel

Next steps?

DOWNLOAD the full length guide for more in-depth insights into:

  • Why it’s important to make your IVR part of your omni-channel strategy
  • 5 ways to modernize your IVR
  • Creating an actionable roadmap to help you get there

Watch the video, and see a modern IVR in action.


 
 
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