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Guide to Multi-Channel Customer Support
Zendesk
11/21/2012 10:40:22 AM
Gone are the days when a customer could only communicate to your business through one-to-one channels like mail, the phone, or in person. The conversations around your business and your customers are happening in greater numbers across an increasing number of communication channels every year. Download this white paper to learn more about the benefits and best practices for offering multi-channel support, as well as leveraging a fast mobile platform within your support team.
Zendesk for Salesforce: An Integration Guide
Zendesk
11/21/2012 10:35:55 AM
The key to a thriving business is creating a growing pool of happy and loyal customers. To achieve this, many businesses are establishing a customer-centric vision and tactical strategy in order to provide exceptional customer experience. Therefore, it is imperative that companies closely track all of their customer interactions throughout the customer lifecycle. Download this white paper to learn more about the benefits and best practices for integrating Salesforce CRM with Zendesk help desk software, along with how quickly you can get both platforms to work together.
SaaS Help Desk Software: Your 6 Requirements
Zendesk
11/21/2012 10:33:46 AM
Software-as-a-Service (SaaS) has come of age. In every industry, enterprises large and small are making the switch from on-premise enterprise software applications to hosted services. Among the applications being transitioned to SaaS, high on the list of priorities are those designed to help manage customer support. However, not all SaaS products are equally mature and feature rich. Organizations considering web-based help desk solutions should carefully evaluate vendor offerings against key criteria, including how quickly they can integrate the software into their support department. Download today.
Taking Aim at a Moving Target: Creating Better Customer Relationships with an Integrated Mobile Strategy
Genesys
11/15/2012 4:18:57 PM
Smartphones and tablets have transformed the business landscape at breakneck speed. Consumers are constantly searching for the newest and greatest mobile technology as sales outpace traditional PC's. But while organizations of all stripes have been quick to recognize the impact of the mobile channel, they haven't acted strategically when it comes to putting mobility's greatest strength to work.

Download Taking Aim at a Moving Target: Creating Better Customer Relationships with an Integrated Mobile Strategy. This white paper is designed to expose a more relevant and personalized customer experience with mobile as the base platform.

• Discover the customer expectation for mobile and why it isn't being met
• Learn how to create a uniquely mobile dialogue for engaging your customers
• Gain insight into how to provide a constantly compelling cross-channel experience

Don't miss Taking Aim at a Moving Target: Creating Better Customer Relationships with an Integrated Mobile Strategy. There is opportunity to turn simple transactional usage into dynamic and personalized interactions across devices, channels and geographies. The only question that remains is whether you are ready to implement it.
How to Become an Operations Superstar
ClickSoftware
11/15/2012 2:35:15 PM
Learn how ClickExpress—an out-of-the-box, cloud-based workforce management solution—can increase your operational efficiency as well as your productivity.

This eBook for operations and customer service managers, will walk you through the challenges faced by field organizations, how a workforce management solution can increase operational efficiency as well as productivity; and how, by campaigning this change, you can become an operations superstar!
Mobile Workforce Management: 7 Key Benefits for Growing Companies
ClickSoftware
11/15/2012 2:33:59 PM
Get an exclusive look at the real business benefits behind using a mobile workforce management solution.

Once you start to look at your current methods for managing, scheduling and communicating with your field, the opportunity for adopting a technological solution will become rapidly apparent. Start to peel back the layers and you may discover pains and opportunities for improvement that you didn't even realize existed.

In this business paper from ClickSoftware, look into the current trends for scheduling and mobility before doing a deep-dive into the real world benefits of using a mobile workforce management solution.
Deploying a Contact Center in the Cloud
Genesys
11/13/2012 4:03:35 PM
With the retrenchment in consumer spending enterprises are quickly shifting gears to become customer experience-driven organizations to grow their business and improve the bottom line. In order for enterprises to be successful in this transformation, they must engage with their
customers, learn how best to retain them, increase loyalty and referral business, and keep costs down. Towards this end, enterprises have been forced to rethink their customer care strategies to find the right balance between effectiveness and efficiency.

At the heart of customer care strategies is the contact center -- the central hub of communications and customer service for enterprises; it accounts for the vast majority of consumer interactions and service-related transactions in today's market. Enterprises are increasingly choosing cloud-based contact center services to access a wide range of features and functions and to effectively engage
with customers across multiple channels of interaction in a quicker fashion and more economically palatable way.
Complete range of wholesale carrier services
Internet Telephony Magazine
11/7/2012 2:05:30 PM
Many resellers, VARs and VoIP companies have outgrown their original providers and will benefit from getting more services from one provider.

While many VoIP providers are subject to outages, mistakes in routing, and various other issues that cause interruptions in service, Conexiant Telecom has developed ways to minimize these disruptions and become a provider that everyone can always count on. INTERNET TELEPHONY recently spoke with CEO Gregory Giagnocavo about the company and its value proposition for customers.

Download this supplement to learn more about ways Conexiant can help you with its complete line of wholesale carrier services.
Delivering a Superior Customer Experience
Avaya
11/1/2012 4:23:59 PM
Businesses know that customer service that meets expectations is important — 90% of customer service decision-makers think delivering good service is critical to their company’s success. With a tough economy and tight budgets, companies need a practical approach to achieving better service. Focusing on the contact center and available collaboration technologies is a realistic way to help improve customer service cost effectively.

This study examines the key steps that will help businesses improve the customer experience across four dimensions: strategy, process, technology and people management.
Introduction to VoIP Fraud
TransNexus
10/24/2012 5:21:12 PM
As VoIP has become more accessible and popular, security threats have grown. In the first half of 2012, 46% of fraudulent calls were made from VoIP phones. The most prevalent threats to today’s VoIP deployments are rooted in traditional data networking and PSTN attacks.

Read this whitepaper for an overview of VoIP fraud scenarios and strategies for prevention.
The Business Value in Balancing Call Center Efficiency with Customer Satisfaction
Avaya
10/19/2012 3:30:06 PM
Business interactions enabled by the Internet, wireless and mobile capabilities, and multimedia technologies are generating new customer demands and creating new opportunities for organizations that are prepared to offer quality service on-demand through the customer’s preferred channel.

This paper discusses how customer contact centers have the potential to create value on three distinct levels: efficiency, customer satisfaction and business unit value (strategic value) by balancing call center efficiency with the customer experience.
How Mobile Devices are Driving Innovations in Contact Centers
Avaya
10/19/2012 3:29:01 PM
Businesses cannot afford to ignore the impact that mobility in general, and context services specifically, will have on their contact centers in the very near future.

Given that by 2015, more than 80 percent of their customers are likely to own mobile devices, and expect to use those devices when interacting with businesses, putting a mobility strategy in place is a competitive imperative.

In this paper, the authors share their thoughts about the opportunities in mobile, along with ideas about how to weave them into a mobility strategy so you can capture their benefits and leverage them to gain competitive advantage.
Bringing Social Media Interactions into the Contact Center
Avaya
10/19/2012 3:27:39 PM
Increasingly, how a company or organization engages with communications taking place on various social media platforms reflects on their brand, whether they like it or not.

For companies or organizations considering bringing social media interactions into the contact center, this paper offers answers to questions that are likely being discussed throughout your business. The questions revolve around whether there is a need to address social media, the benefits that can be derived today and in the future, and the technology decisions involved with incorporating social media into contact center operations.
Benchmarking in the Contact Center: Tips for Managing what you Measure
Avaya
10/19/2012 3:26:34 PM
With the ability to instantly broadcast compliments and complaints to social media, customers now expect a high level of engagement from companies. Contact centers must strive to continuously improve operational performance and must work to contain costs at the same time.

One of the tools that contact centers rely on to improve their efforts is benchmarking, the process of improving performance by identifying, understanding and adapting best practices found both inside and outside the organization.

This perspectives paper discusses ways in which leading organizations are gaining value from accurate, insightful benchmarking.
The Real Business Value of an Optimal Customer Experience
Avaya
10/19/2012 3:25:12 PM
Challenging economic times and the commoditization of products and services have caused businesses to rely on customer experience as a differentiator. For many companies, providing good customer service is the cornerstone of their customer experience strategy. More than two thirds of recently surveyed companies say that good customer service technologies play a high or very high role in their overall customer experience strategy.

This report reveals that focusing on an improved customer experience is a top goal of many organizations, as it correlates to increased customer loyalty, lifetime spending and positive referrals.
Strategic Solutions Series: Examining the Customer
TMC's CUSTOMER Magazine
10/16/2012 2:57:54 PM
This comprehensive report delivers information on the ever-changing customer experience. Learn about the technologies available that can improve the customer experience and your business.
This exclusive report will include:
• How to Improve the Customer Experience
• The Importance of a Unified Multi-channel Contact Center
• How to make Customer Information Work to Your Advantage
• Elevating Customer Care via the Cloud
• Delivering Expansive Functionality at an Affordable Price
The Social Business: Advent of a new age
IBM
10/2/2012 10:40:07 AM
As the world becomes more instrumented, interconnected and intelligent and the population continues to embrace social computing, today’s enterprises face the dawn of a new era – the era of the Social Business. Just as the Internet changed the marketplace forever, the integration of social computing into enterprise design represents another enormous shift in the landscape. Organizations that successfully transform into a Social Business can potentially reap great benefits – among them the ability to deepen customer relationships, drive operational efficiencies and optimize the workforce.
Forbo Customer Case Study
IBM
10/2/2012 10:38:12 AM
This client success story illustrates how a manufacturer in Europe easily integrated IBM Connections with their existing IBM Lotus Notes software, and decreased the frequency of status meetings by 75 percent, while improving efficiency and transparency within a pilot program. IBM Connections social software supports collaboration and provides greater visibility into projects. It supports faster and more accurate decision-making processes because skills and information are now easier to find.
Collaborate at the speed of business
IBM
10/2/2012 10:36:29 AM
The goal: Collaboration at the speed of business. Organizations feel the pressure every day for higher productivity, more innovative ideas and lower operating costs. In response, forward-thinking enterprises are becoming social businesses—activating dynamically constructed networks, including employees, customers and business partners, to improve and accelerate how work gets done.
Building the Better Cloud
Cloud Computing Magazine
9/27/2012 4:25:45 PM
While cloud computing continues to grow in both demand and the number of players in the market, there are only a few real contenders when it comes to public cloud services.

Many cloud service providers, including Amazon, may be an affordable option, but they typically do not offer the performance and reliability organizations need to truly leverage the benefits of cloud.

Evaluating services can be a tedious process. Download this complimentary white paper to learn more about "Building the Better Cloud".
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