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destinationCRM.com Best Practices Series
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Current White Papers (click on title to view/download):
Sponsored By: Interactive Intelligence, SAP, 3CLogic and Genesys

There are few customer-facing areas in an organization that boast as much innovation as a contact center.

DOWNLOAD the FREE special section from CRM magazine and you will receive four concise recommendations for improving your contact center and your customers’ experiences.

  • Reinventing Customer Engagement Once Again
    Interactive Intelligence
  • Contact Center Innovations: Working Towards Great Omni-Channel Customer Experience
    SAP
  • 3 Simple Steps To An Innovative Contact Center
    3CLogic
  • The Omnichannel Desktop: Innovation In Managing Customer Journeys
    Genesys


Sponsored By: Verint®, RightAnswers, Transversal and eGain

If a great customer experience depends on great customer service, you better make sure you have a solid knowledge management (KM) system integrated with your CRM platform.

Quite simply, you need to make your employees and agents experts across many different product lines and service scenarios while increasing the effectiveness of your self-service options. With the proper ongoing support of a strong KM system, you can build collective intelligence and an effective knowledge base that allows employees to get answers quickly. Just as important as supporting your customer-facing agents is providing that information directly to your customers in an easy format on your Web site or applications. Clear, concise, and consistent information that is easy to find is the basic foundation for smart customer service, and it demands a KM system that is up to the task.

In the following pages of this month’s Best Practices Guide, you’ll hear from four top KM providers who offer their insights into how to use knowledge management to maximize your customer service efforts and improve your customers’ experience.


Sponsored By: Interactive Intelligence, eGain, Aspect, Sparkcentral, SAP and Clicktools

The need for a unified approach to customer communications

Customer expectations are increasing dramatically especially when trying to resolve issue while switching between communication channels.

There is little tolerance for things that don’t make sense and repeating the customer service process from the beginning when switching channels is a big waste of time.

Download this Guide to improving your company’s approach to omnichannel customer experience and you’ll receive six recommendations from these leading experts in a single, easy download.

  • For The New Customer Experience, Omnichannel Is Imperative by Interactive Intelligence
  • The Omnichannel Imperative: Best Practices In Customer Service by eGain
  • 4 Consumer Engagement Expectations Of Millennials And What It Means To Your Contact Center by Aspect
  • 75 Million Customers Are Demanding An Omnichannel Customer Care Experience: Are You Ready? by Sparkcentral
  • Building The B2B Omni-Channel Commerce Platform Of The Future by SAP

  • The Ever-Evolving Challenge Of Omni-Channel Service by Clicktools

Download this FREE special section from CRM magazine in one convenient pdf!

 


Sponsored By: Velocify, NewVoiceMedia, Xactly, Qvidian and FinancialForce.com

Get the most from your Salesforce.com investment by leveraging their powerful AppExchange Marketplace. Inside you will find these five Best Practices tips:

  •  DRIVE HIGH-VELOCITY SELLING THROUGH SALESFORCE by Velocify

  •  GOT SALESFORCE? ARE YOU READY TO SELL MORE AND SERVE BETTER? by NewVoiceMedia

  •  DATA-BACKED ANALYTICS ARE THE FUTURE OF SALES COMP: Enhance Your Process with Xactly and Salesforce Integration by Xactly

  •  FIND THE RIGHT SALES CONTENT WITH SALESFORCE APPEXCHANGE PARTNER by Qvidian

  •  BRINGING YOUR FINANCIALS TO SALESFORCE: Why Sales, Services and Marketing Will Love You For It by FinancialForce.com

Download this FREE Guide now and help your company sell faster and smarter, incentivize your teams more intelligently, and make the most of your Salesfroce.com investment.


Sponsored By: Interactive Intelligence

Contact centers are highly complex operations, and are becoming even more so with the rapid expansion of customer contact channels. Old, spreadsheet-based resource planning processes are stressed to the breaking point and are not adequately providing the levels of detail and accuracy necessary to ensure a business successfully achieves its operational and strategic goals.

This paper presents three organizations that improved their capacity planning and what-if analysis capabilities and witnessed dramatic improvements in staffing efficiency, service delivery consistency, and profitability.


Sponsored By: Calabrio and Verint

Analytics is the key to extracting intelligence from oceans of data

Download this FREE installment from CRM Magazine’s Best Practices Series. 

In this download you will find two important White papers from Calabrio and Verint®.

  • Analytics Give Companies Important Competitive Advantages by Calabrio

  • Taking A Fresh Look At Workforce Optimization by Verint®


Sponsored By: Interactive Intelligence, SAP, NewVoiceMedia, 3CLogic, Aspect, Sparkcentral, KANA®, A Verint® Company, inContact and IntelliResponse

Want to define your organization by delivering smart customer service?

Download this special Best Practices Guide from CRM magazine,  and you will receive 8 top tips for delivering Smart Customer Service in a Multichannel World.

You will receive:

  • How Omnichannel Is Delivering On The Promise Of Multichannel by Interactive Intelligence

  • Smart & Effortless Customer Service In An Omnichannel World by SAP

  • 6 Steps To A Smart Multichannel Strategy by NewVoiceMedia

  • Smart Customer Care In A Multichannel World by 3CLogic

  • Three Strategies For Creating Remarkable Mobile Experiences For Customers by Aspect

  • When Ancient Babylonian Customer Service Goes Multichannel by SparkCentral

  • Build Customer Loyalty Through Smart Customer Service by KANA®, A Verint® Company

  • Smart Customer Service Along The Omnichannel Journey by inContact

  • The Online Customer Service Manifesto - 10 Hard-Hitting Customer Truths Organizations Need to Hear by IntelliResponse

One easy download is all it takes to find out how your organization can start taking the steps to delivering smart customer service.


Sponsored By: KANA®, A Verint® Company

Digital transformation, done correctly, can fundamentally change just about every aspect of an organization. Each company is different and there is a path, or multiple paths, to help them move toward greater Customer Engagement Optimization.

There are specific actions that companies can focus on today to jumpstart a meaningful digital transformation—most importantly, keeping Customer Engagement front and center of every interaction.

This new white paper demonstrates how to deploy and deliver the best possible customer experiences across all communication channels.


Sponsored By: Calabrio, Verint, 3CLogic, Clicktools, OpinionLab, Confirmit and IntelliResponse

Voice-of-the-customer (VoC) programs have become a very hot strategic initiative during the past couple of years, and Gartner puts their growth at around 30 percent per annum through 2016.

Download this Best Practices Guide, and find out how to build stronger customer relationships by listening to customers and using that information in a meaningful way to promote customer loyalty and enhance business outcomes.

Inside you will find:

  • GET REAL BY REALLY LISTENING TO CUSTOMERS sponsored by Calabrio
  • FOUR TIPS FOR ENHANCING CUSTOMER ENGAGEMENT IN TODAY’S DIGITAL WORLD sponsored by Verint®
  • HOW VOICE OF THE CUSTOMER DEPENDS ON THE CONTACT CENTER BECOMING THE VOICE OF THE BUSINESS sponsored by 3CLogic
  • BEYOND HEARING, WE’RE CONVERSING sponsored by Clicktools
  • CUSTOMER EXPERIENCE DIAGNOSTICS PLAY A CRITICAL ROLE IN ANY VOICE OF CUSTOMER STRATEGY sponsored by OpinionLab
  • THE INGREDIENTS FOR CUSTOMER EXPERIENCE SUCCESS sponsored by Confirmit
  • VOICE OF THE CUSTOMER MADE EASY - Why Digital Self-Service is the Shortcut to VOC Gold sponsored by IntelliResponse

One easy download, six expert perspectives helping you plan your Voice of the Customer strategy!


Sponsored By: Sparkcentral

By 2020 90% of customer service will happen on social media.
– Glen Gilmore, Forbes Top 50 Social Media Influencer

How do brands make the leap from good social customer service to an experience that will get customers talking and sharing? Start with good social customer service.

Download this new white paper and discover how to break through the noise and maximize the power of social media.


Sponsored By: VoltDelta, KANA®, A Verint® Company, 3CLogic, Aspect, Enghouse Interactive, SAP, IQ Services, Coveo, Genesys, inContact and Intelliresponse

The Golden Rule of treating others as you would like to be treated yourself has never been more true than it is in the contact center. Creating an intelligent contact center embodies the essence of the Golden Rule by establishing consistent, effective, and efficient methods of delivering customer service, regardless of the customer channel, and being fully integrated with the entire enterprise.

DOWNLOAD this FREE special section from CRM Magazine and you will receive these ten whitepapers from the biggest names in contact center solution providers, in one complete download.

  • TAKE A CONTACT CENTER SELFIE: Examine Your Service Through Your Customer’s Lens by VoltDelta
  • OMNI-CHANNEL CUSTOMER SERVICE DEMANDS THE INTELLIGENT CONTACT CENTER by KANA®, A Verint® Company
  • 5 STEPS TO CREATING A RELEVANT ‘GENERATION C’ CONTACT CENTER by 3CLogic
  • THREE SMART CRM SOLUTIONS THAT YOUR CUSTOMERS WILL TRULY APPRECIATE by Aspect
  • IVR: SHAPING THE FUTURE OF SELF-SERVICE by Enghouse Interactive
  • TAKE THE EFFORT OUT OF CUSTOMER SERVICE WITH AN INTELLIGENT OMNI-CHANNEL CONTACT CENTER by SAP
  • WEBRTC TESTING FOR TODAY’S CONTACT CENTERS by IQ Services
  • FOR EFFORTLESS CUSTOMER SERVICE YOU NEED SMARTER SEARCH by Coveo
  • 7 REQUIREMENTS FOR ARCHITECTING AN INTELLIGENT CONTACT CENTER by Genesys
  • WORKFORCE-INTELLIGENCE: THE KEY TO DELIVERING OUTSTANDING CUSTOMER EXPERIENCES by inContact
  • DEATH OF THE CONTACT CENTER 7 Things Service Executives Can Do to Control their Fate by Intelliresponse

    This special supplement are chock-full of information that will help you build a business case for building an intelligent contact center, and specific information on how to proceed.


Sponsored By: CallidusCloud, Highspot and ClearSlide

Any executive who has worked in sales understands that most salespeople are not natural superstars, but with the right training, tools, and framework, most can competently reach their goals.

DOWNLOAD this FREE Best Practices Guide and learn how to prepare salespeople to  be more effective when interacting with customers, preparing for sales calls, and even generating their own leads.

Selling is a tough job, but all too often, it is made more difficult when salespeople aren’t given the training and tools to help maximize their probability of success.

  • WHO KILLED SALES ENABLEMENT? from CallidusCloud

  • SALES ENGAGEMENT TAKES SALES ENABLEMENT TO THE NEXT LEVEL from Highspot

  • THE MODERN GUIDE TO BUILDING YOUR SALES PIPELINE from ClearSlide

So DOWNLOAD this all-inclusive special section to CRM magazine, and learn how you can help your sales team hit quota.


Sponsored By: TeamSupport

Does your company rely on scripted customer service responses?

You should DOWNLOAD this FREE white paper from TeamSupport and find out why scripts are a bad idea for customer service agents .

There are alternatives to the scripted customer service interaction, DOWNLOAD this pdf and find out how you can make your customer interactions more human.


Sponsored By: VoltDelta, Verint ®, Bloomfire, Sparkcentral and Genesys

Fostering Customer engagement (CE) is probably the hottest topic among industry pundits and analysts in the past twelve months.

 But what exactly is customer engagement?   And how do companies build engagement among their customer base?

These are some of the issues discussed in these five distinct Best Practices special section from CRM magazine.

  • The Golden Rules of Reducing Customer Effort by VoltDelta
  • Building a Culture of Customer Engagement by Verint ®
  • Transforming Your Customer Experience Through Social Collaboration by Bloomfire
  • Why Narcissistic Customers Are Your Best Advocates by Sparkcentral
  • Powering Customer Engagement Strategies in the Digital Age  by Genesys

DOWNLOAD this all-inclusive FREE white paper now!


Sponsored By: TrustSphere, Calabrio and Tableau

One of the most promising trends in the past year or two has been the democratization of analytic tools to draw meaningful insights from an ever-growing onslaught of data. But what’s really interesting is how analytic tools have proliferated with users who don’t have specialized scientific skills.

  • THE ABC OF SALES ANALYTICS – it’s not as complex as you might think! By TrustSphere

  • HARVESTING ORGANIZATIONAL GOLD ON THE SHORES OF BIG DATA Contact Centers Provide Customer Insights & Competitive Advantage By Calabrio

  • THE COMPETITIVE ADVANTAGE OF MOBILE SALES DATA By Tableau

DOWNLOAD this latest Best Practices Guide, you’ll hear from three solution providers who have created tools that allow more people throughout organizations to make better, more informed decisions.

Get your free copy today!


Sponsored By: Velocify, VoltDelta, Parature, from Microsoft, Infor CRM, Clicktools and Bloomfire

In this FREE DOWNLOAD, you’ll hear from a cross section of top CRM executives going on record with their predictions of what the top trends in 2015 and beyond will be. Gain insight into the priorities of the executives who wrote them and the context of what is currently shaping their views.

  • 2015 WILL BE THE YEAR OF THE HIGHLY OPTIMIZED, PROCESS-DRIVEN SALES FORCE- By Nick Hedges, President & CEO, Velocify

  • CUSTOMER EXPERIENCE DRIVES 2015 CONTACT CENTER STRATEGY– By Steve Chirokas,  Vice President of Marketing, VoltDelta

  • KNOWLEDGE IS THE KEY TO FUTURE CUSTOMER SERVICE SUCCESS– By Bill Patterson, Sr. Director, Customer Self-Service Solutions for Microsoft

  • CRM IN 2015: DRIVE HIGHER USER ADOPTION FOR BETTER ROI– By Lorcan Malone, VP, Infor CRM

  • ADVICE FOR 2015: Think Journey, Not Process– By  Clicktools

  • 2015 TRENDS - By Bobby Beckmann, CTO and VP of Engineering,  Bloomfire

Do you agree with what these executives have to say?


 
 
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