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

Learn how Virtual Agents can enhance your online self-service efforts and provide consistent and accurate across all channels.

Download this special section from CRM magazine and you will get:

  • ENGAGING CUSTOMERS WITH A VIRTUAL ASSISTANT: 10 Tips to Go From Valet to Walletsponsored by eGain

  • IMPROVING CONTACT CENTER PERFORMANCE WITH VIRTUAL AGENT TECHNOLOGY sponsored by Intelliresponse

Make the most of Virtual Assistants and extend the power of your brand!


Sponsored By: LiveOps and NewVoiceMedia

Find out how your company can leverage social media to improve your customer service efforts and elevate your company’s brand.

In this special supplement to CRM magazine, you will find:

  • INTEGRATING SOCIAL MEDIA INTO CONTACT CENTERS by LiveOps

  • CUSTOMER EFFORT VS CUSTOMER SATISFACTION: 3 Tips To Improve Every Customer Engagement by NewVoiceMedia

So Download this FREE Best Practices Guide to Integrating Social Media into your Contact Center and jumpstart your social strategy.


Sponsored By: Verint

Customer Engagement’s a two-way street, with information and interaction flowing in both directions.

So how do you keep the flow of engagement going with customers across multiple channels and areas of your business?

DOWNLOAD this FREE guide to implementing a closed-loop feedback system in your organization.

You will learn critical these for steps for success:

1. CAPTURE CUSTOMER AND EMPLOYEE FEEDBACK
2. LEVERAGE SURVEYS EFFECTIVELY
3. ANALYZE AND DISTRIBUTE INSIGHTS
4. ACT ON RESULTS AND CLOSE THE LOOP

If listening to your customers is important to your organization, DOWLOAD this FREE guide today!


Sponsored By: MelissaData

Two of the most welcomed words in the call center and CRM universe are accuracy and speed.

Find out how to improve both by Downloading this free white paper by Melissa Data.

SAVE MONEY
The “1-10-100 Rule” is a reminder of the importance of accurate records. The rule: It takes $1 to verify the accuracy of a record at the point of entry; $10 to clean it in batch form; and $100 per record if nothing is done, including the costs of undeliverable shipments, low customer retention, and inefficient CRM initiatives.


A well-managed customer journey strengthens brand preferences, reduces customer churn, and elevates the brand beyond strict reliance on price.

Download this FREE Guide to CUSTOMER EXPERIENCE MANAGEMENT

This is great information here for any company obsessed with customer service and customer experiences.

Inside you will find:

  • TRANSFORMING CUSTOMER CONNECTIONS (Jive)
  • MANAGING THE NEW CUSTOMER EXPERIENCE WITH PURECLOUD (Interactive Intelligence)
  • CUSTOMER EXPERIENCE MANAGEMENT: A THREE-LEGGED STOOL (TeamSupport)
  • UNLOCKING THE CONTACT CENTER’S HIDDEN ASSET: How Multichannel Analytics Can Translate the Voice of the Customer into Business Intelligence (Calabrio)

  • CULTIVATING CUSTOMER ENGAGEMENT Best Practices to Help You Get Started (Verint)
  • EMPOWER AGENTS TO ENHANCE THE CUSTOMER EXPERIENCE (KANA, a Verint Company)
  • HAPPY CUSTOMERS, HAPPY BRAND (LiveOps)
  • ENGAGING CUSTOMERS WITH A VIRTUAL ASSISTANT: 10 Tips to Go From Valet to Wallet (eGain)
  • THREE WAYS TO IMPROVE YOUR CUSTOMER EXPERIENCE (Pegasystems)
  • ENVISIONING AN EXCEPTIONAL CUSTOMER EXPERIENCE FROM THE OUTSIDE IN (VoltDelta)
  • CUSTOMER EXPERIENCE MANAGEMENT MADE EASIER: Integrate Feedback in CRM (Clicktools)
  • CRUSH YOUR COMPETITORS WITH DIGITAL SELF-SERVICE (IntelliResponse)
  • SALES TAX ACCURACY AND CRM: Automating the Quote-to-Cash Process to Increase Customer Satisfaction and Retention (Avalara)
  • SIX WAYS CRM HELPS YOU GET TO KNOW YOUR CUSTOMER AND CLOSE MORE DEALS (Faye Business Systems Group)
  • BUILDING CUSTOMER ENGAGEMENT THROUGH SOCIAL COMMUNITIES AND SELF-SERVICE PORTALS (Bloomfire)


Sponsored By: HP

Most companies are not fully realizing the potential of analytics.

Download this FREE whitepaper from CRM magazine and earn how your company can reap the full benefits of predictive analytics, by bridging the chasm between building predictive models, and actually deploying them.

In this download, you will learn:

  • Why predictive analytics projects fail, and what you can do to succeed
  • How to align business, IT, and data scientists for positive outcomes
  • How your company can reap the full benefits of predictive analytics

Deploying predictive analytics is a powerful tool for determining future outcomes, but it’s a tool that requires a high degree of cross department understanding and cooperation. DOWNLOAD the FREE guide to get the insights you need to increase your probability for success.


Sponsored By: Interactive Intelligence, KANA®, a Verint® Company, and TeamSupport

CRM for the other 98%!

Small and midsized businesses account for more than 98 percent of all companies in the United States.

Now smaller Cloud-based solutions have leveled the playing field for the smaller companies looking for the same functionality as their Enterprise level competitors.

Download this month’s FREE installment of CRM magazine’s SMB Best Practices series, and find out how Enterprise level Customer Service solutions are within your reach.

You’ll get:

  • THE CLOUD: THE GREAT EQUALIZER FOR THE SMALL CONTACT CENTER What to consider and how to move forward by Interactive Intelligence
  • 5 KEY QUESTIONS YOU SHOULD ASK WHEN CONSIDERING A CLOUD-BASED CONTACT CENTER by KANA®, a Verint® Company
  • CUSTOMER SERVICE AS GROWTH STRATEGY: CRM Best Practices for Small and Medium Businesses by TeamSupport

Looking for a competitive edge on a budget? DOWNLOAD this special Installment today!


Sponsored By: 3CLogic

The rush to embrace SaaS based solutions over the past several years has created the just as much potential for silo-ed information as any premised based systems.

The value is in the integration!

Download this FREE white paper from CRM magazine, and you will learn:

  • How to adapt your business processes with a purpose
  • How your contact center can bind together all of your businesses solutions together
  • Drive key benefits for customers, reps, and management and create a win/win outcome at every level

Learn how fully integrating your cloud contact center with other data sources within your enterprise can unlock their full potential.


Sponsored By: Interactive Intelligence, VoltDelta, LiveOps, NewVoiceMedia and TCN

You are probably familiar with the major benefits of moving to a cloud-based contact but the devil is always in the details, and making major changes to your contact center infrastructure can be complex, especially if you intend to integrate existing systems into your new cloud contact center.

DOWNLOAD this FREE Best Practices installment from CRM magazine and learn the essential issues you should consider in your planning:

  • ANSWERING YOUR QUESTIONS ABOUT THE CLOUD CONTACT CENTER by Interactive Intelligence
  • HOW TO PRESERVE KEY TECHNOLOGY INVESTMENTS WHILE MOVING TO A CLOUD CONTACT INFRASTRUCTURE by VoltDelta
  • BUILDING A SMART CONTACT CENTER IN THE CLOUD by LiveOps
  • 6 BENEFITS OF A CLOUD CONTACT CENTER by NewVoiceMedia
  • CONTACT CENTERS MOVING UP WITH CLOUD TECHNOLOGY by TCN

This Best Practices Guide is a free download and there are many other topics available on our Website you can access by clicking here.


Sponsored By: Oracle, eGain and Coveo

Two sweeping trends have emerged in recent years: the proliferation of customer channels and the resulting explosion in the amount of data produced.

This month’s Best Practices installment focuses on how Knowledge Management adds an essential layer of value to customer-facing systems, which ultimately drives improved customer experiences.

DOWNLOAD this FREE special section from CRM magazine’s September issue and you will learn from three leaders in the fields of CRM & KM:

  • DELIVERING THE ULTIMATE CROSS-CHANNEL CUSTOMER EXPERIENCE by Oracle
  • LEVERAGE KNOWLEDGE TO EXPAND THE BUSINESS VALUE OF CRM by eGain
  • SUPER-CHARGE SALESFORCE WITH ENTERPRISE KNOWLEDGE by Coveo


Sponsored By: NewVoiceMedia, Clicktools, ServiceMax, Melissa Data, DocuSign and TeamSupport

Salesforce.com AppExchange: Fully integrated point solutions from a single platform

With more than 2,300 apps and almost 2.5 million installations, the Salesforce AppExchange has proven to be an extremely popular way for users to extend their functionality from the Salesforce platform.

DOWNLOAD this month’s installment of CRM Magazine’s Best Practices Guide, you’ll hear from six AppExchange vendors from a variety of categories: Help Desk, Data Quality, Customer Satisfaction, Digital Signatures, and Field Service.

Featuring -

  • MAXIMIZE YOUR SALES AND SERVICE ENGAGEMENT THROUGH SALESFORCE (NewVoiceMedia)
  • COMMON SENSE BEST PRACTICE: YOUR CUSTOMER KNOWS BEST (Clicktools)
  • FIELD SERVICE IS THE FACE OF YOUR COMPANY: Make It Flawless With ServiceMax and Salesforce(ServiceMax)
  • LISTWARE® FOR SALESFORCE® RAISES THE BAR FOR CRM DATA PERFORMANCE WITH CLEAN DATA(Melissa Data)
  • SALESFORCE USES DOCUSIGN…WHY DON’T YOU?(DocuSign)
  • LEVERAGE YOUR TEAM’S COLLECTIVE KNOWLEDGE FOR BETTER CUSTOMER SUPPORT (TeamSupport)

Learn how you can get the most from your investment in the Salesforce.com platform, by extending its functionality with these fully integrated point solutions.


Sponsored By: Interactive Intelligence, VoltDelta, NewVoiceMedia, LiveOps, KANA®, a Verint® Company, Genesys, SAP, eGain, Five9 and TeamSupport

The future of customer support is now.

Download this month’s installment of CRM Magazine’s Best Practices Series "How to Deliver Exceptional Multichannel Service and Support" and you will you’ll hear from the nine leaders of Multichannel, Omnichannel and Multimodal Support Strategies on how to best help your company achieve multichannel service excellence.

Included in this single download:

  • FINDING MULTICHANNEL SUCCESS 10 Things You Need to Deliver an Exceptional Multichannel Experience (Interactive Intelligence)
  • THE ANATOMY OF AN EXCEPTIONAL MULTICHANNEL SERVICE AND SUPPORT ORGANIZATION (VoltDelta)
  • DELIVER POSITIVE CUSTOMER EXPERIENCES ACROSS EVERY CHANNEL, EVERYTIME (NewVoiceMedia)
  • EMPOWER YOUR AGENTS TO DELIVER EXCEPTIONAL OMNICHANNEL CUSTOMER EXPERIENCE (LiveOps)
  • WELCOME TO THE WORLD OF “MULTIMODAL” CUSTOMER SERVICE (KANA®, a Verint® Company)
  • DELIVER GREAT CUSTOMER EXPERIENCE ON A SINGLE MULTICHANNEL PLATFORM Read how ESRI achieved a 25 point increase in their Net Promoter Score (NPS) (Genesys)
  • OMNI-CHANNEL VS MULTI CHANNEL AND THE FUTURE OF CUSTOMER SERVICE (SAP)
  • COST-EFFECTIVE WAYS TO DELIVER MULTICHANNEL CUSTOMER SERVICE (eGain)
  • MULTICHANNEL APPLICATIONS (Five9)
  • OMNICHANNEL CUSTOMER SUPPORT FOR THE B2B OGANIZATION (TeamSupport)

Get a deep dive into the future of customer support.


Sponsored By: VoltDelta and Aspect

The Preferred Channel for Most Consumers

Short, concise, and to the point.

Download this FREE Best Practices Guide from CRM magazines July issue and get concrete tips and advice you can use to get the most out of your outbound communications strategy without annoying your customers.

 You will learn:

  • THE DOS AND TABOOS OF OUTBOUND IVR by VoltDelta
  • 3 WAYS TO STEP UP PROACTIVE ENGAGEMENT WITH YOUR CUSTOMERS by Aspect

 In an age of multiple channels, Outbound IVRs and still the preferred choice of contact for most customers.


Sponsored By: Interactive Intelligence, VoltDelta, KANA a Verint Company, inContact, LiveOps, eGain, New Voice Media and IntelliResponse

The key to delivering smart customer service is that it needs to be constantly re-evaluated, especially after seminal shifts in technology and larger trends (such as social media).

Download this month’s installment of CRM magazine’s Best Practices Series, and you’ll hear from eight leading solution providers offering insights on how to make sure your organization’s quest for delivering smart customer service is as productive and efficient as it can be.

Get recommendations from eight of the leading providers of customer service solutions in one single download:

  • AN EXCEPTIONAL CUSTOMER EXPERIENCE BEGINS WITH “SMART” It’s All About the ProcessSponsored by Interactive Intelligence
  • HOW TO FORMULATE A SMARTER CUSTOMER SERVICE STRATEGY FOR YOUR CONTACT CENTER Sponsored by VoltDelta
  • BUILD CUSTOMER LOYALTY THROUGH SMART CUSTOMER SERVICE Sponsored by KANA, a Verint® Company
  • FULLY INTEGRATING CONTACT CENTER INTELLIGENCE: THE KEY TO RAISING PERFORMANCE AND PROFITABILITY EVEN HIGHER Sponsored by inContact
  • DELIVER SMARTER CUSTOMER SERVICE WITH A SOCIALLY-INTEGRATED MULTI-CHANNEL CONTACT CENTER Sponsored by LiveOps
  • THE FIVE PARTS OF SMART CUSTOMER SERVICE Sponsored by eGain
  • BE WHERE YOUR CUSTOMERS ARE WITH SOCIAL CUSTOMER SERVICE Sponsored by NewVoiceMedia
  • 9 NEW CUSTOMER BEHAVIORS THAT JUST MIGHT SINK YOUR COMPANY Sponsored by IntelliResponse


Sponsored By: Neustar, Bright Pattern and Pardot

Marketing has often been described as a fusion of left- and right-brain activities, both creative and technical.

DOWNLOAD the following installment of CRM’s Best Practices series, and see how focusing on accurate customer data can help marketers target relevant prospects with personalized offers across the digital landscape.

  • CRM TOOLS: THEY’RE ONLY AS GOOD AS YOUR CUSTOMER INTELLIGENCE.Sponsored by Neustar
  • DO WE NEED A NEW SALES MODEL?  Sponsored by Bright Pattern
  • 5 Ways Marketing Automation Keeps CMOs Relevant by Pardot

Stay relevant and stay informed.


Sponsored By: inContact, LiveOps, CallFinder, NICE Systems Inc., Verint® and Allegiance

VOICE OF THE CUSTOMER: Listening to your customers keeps you on course

Listening is the essential component of communication between any two human beings, and that truism certainly extends to customers and employees.

Download this month’s Best Practices installment on Voice of the Customer and Enterprise Feedback Management and learn how these technologies can help your company understand what customers and employees are telling you so that you can make the adjustments to stay on target.

~ Contact Centers Need Sophisticated Intelligence Tools to Understand and Leverage the Voice of the Customer by inContact

~ Capture and Act Upon Critical VOC Data with a Socially-Integrated Multi-Channel Contact Center by LiveOps

~ Capture, Analyze, Understand and Improve the Customer Experience with Speech Analytics by CallFinder

~ NICE Voice of the Customer Case Study: Alliance Data by NICE Systems Inc.

~ Closing the Loop On Customer Feedback - Best Practices for Enterprise Feedback Management by Verint®

~ Delighting the Customer in a B2B Environment by Allegiance

This single DOWNLOAD will provide insight into how quality monitoring, speech analytics, social media monitoring and reporting, integration with mobile devices and Enterprise Feedback Management can help you make sense of what’s being captured from your customer interactions.


Sponsored By: Interactive Intelligence, VoltDelta, IntelliResponse, NewVoiceMedia, LiveOps, Avtex, ClickSoftware, Evolv and Genesys

In one of the following essays, McKinsey & Company is quoted as stating, “Over the next several years, we’re likely to see the customer experience radically integrated across the physical and virtual environment.” After reading these contributions to this month’s installment of CRM magazine’s Best Practices series, I have no doubt that we’re already on our way.

It’s not just technology that’s changed customer service; the earnest quest to improve the customer’s journey has done so as well. And that’s very encouraging.

DOWNLOAD this complete special section of CRM magazine’s April 2014 issue, and you’ll receive these nine white papers from the leading contact center solution providers.

  • CONTACT CENTER ENTERPRISE ANALYTICS: Advances in Decision Technologies Enable a Whole New Class of Contact Center Analytics Sponsored by Interactive Intelligence
  • IDENTIFYING INNOVATION THAT WILL PROPEL YOUR CONTACT CENTER TO SUCCESS Sponsored by VoltDelta
  • HAS TECHNOLOGY MADE YOUR IVR OBSOLETE? Sponsored by IntelliResponse
  • HEARING YOUR CUSTOMERS IN A NEW DIMENSION Sponsored by NewVoiceMedia
  • 3 STEPS TOWARD PUTTING THE CUSTOMER EXPERIENCE IN CONTEXT Sponsored by LiveOps
  • THE CHIEF EXPERIENCE OFFICER’S TIME HAS COME Businesses need a top manager to drive improvements in end-to-end customer experiences. Sponsored by Avtex
  • 3 STEPS TO CONTACT CENTER INNOVATION Sponsored by ClickSoftware
  • BIG DATA REVEALS: TOP FIVE FACTORS DRIVING CUSTOMER SATISFACTION Sponsored by Evolv
  • TRANSFORMING THE CONTACT CENTER IN THE DIGITAL AGE Connect the Customer Journey with an Integrated Customer Experience Platform Sponsored by Genesys

Getting multiple perspectives on the future of contact centers and customer interaction is easy when one single download provides you with nine different tips for improving your contact center.


Sponsored By: Saleslogix, Cirrus Insight, and Genesys

Thanks to all manner of technological advances in the past 10 years, the hub of activity for salespeople is no longer their own offices. Smartphone and tablet screens have replaced the cubicle as the central workspace for sales teams who are expected to be always on and always connected, and spend as much time with their customers as possible.

Download this FREE special section to CRM magazine, and you’ll receive these three brief guides to making the most of mobile in your CRM Strategy,

  • MANDATORY MOBILE: Taking CRM on the Road
    Sponsored by Saleslogix
  • THE ENTERPRISE APP THAT BRINGS SALESFORCE INTO YOUR MOBILE INBOX
    Sponsored by Cirrus Insight
  • MOBILE BEACONS BRIDGE CONSUMERS TO THE PHYSICAL WORLD
    Sponsored by Genesys

The next frontier in customer relations is mobile applications. Get a jump on your competitors and download this special section today!


 
 
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