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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.
Simplify, Virtualize and Innovate your Customer Service Operations
Genesys
11/15/2012 4:21:25 PM
Implementing a standards-based, 100% software solution helps you adopt new communication channels such as web, mobile and video for Customer Service. In addition to addressing today's challenges of optimizing costs, Genesys SIP Contact Center Solution helps you better utilize your resources through virtualization. You can put in place a platform that is future proof and innovate Customer Service.

TMC is proud to present Simplify, Virtualize and Innovate your Customer Service Operations, an on-demand webcast brought to you by Genesys. Listen to Jim Kraeutler, Strategic Business Director for IP Virtualization share 10 success stories in 20 minutes. Learn how:

• A Ticket Sales and Distribution company in USA achieved ROI in 12 Months
• A Healthcare Provider in Italy is using video for patient communication
• A Retail Bank in Middle East is using video to communicate with high-value customers
• An Insurance Provider in France improved agent efficiency by 20%
• A Telecom Service Provider in United Kingdom has achieved 99.999% uptime

Don't miss Simplify, Virtualize and Innovate your Customer Service Operations. Learn how you can virtualize your Contact Center infrastructure and save UP TO 50%
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.
Getting closer to the customer: A challenge for the C-suite
Genesys
11/15/2012 3:57:40 PM
Getting closer to the customer is an Economist Intelligence Unit report which examines how the dialogue between customers and companies has changed with the advent of new communication channels such as social media and mobile. No longer can a marketing team or corporate communications group be the social voice; rather, communications must take the form of a dialogue with customers that comes from the top. So how does an organization integrate the new status quo into the way they do business?

Read this report, Getting closer to the customer: A challenge for the C-suite, for a better understanding of what your customers expect in their interactions with your company and how you can use that to your advantage.

• Learn why the new communication reality has left companies confused and in a state of flux
• Discover why putting too much emphasis on social media can hinder a holistic response
• Understand why a single individual responsible for communication channels reduces internal confusion and leads to a more coherent approach

Don't miss the Economist Intelligence Unit report Getting closer to the customer: A challenge for the C-suite. Also get access to an infographic which presents a high level view of the findings. There is a new dialogue for business. Learn what it is and how to maximize your company's voice through rich interaction with your customers.
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.
Bridging the Great Divide: Best Practices for Integrating Social Media and Customer Service for Bottom Line Results
Genesys
11/8/2012 2:18:45 PM
Social media has become the digital megaphone for customers. Their voice has never been more powerful, whether it's a glowing review or a scathing rant. That means your brand's reputation is at stake. So exactly who is driving your organization's social media engagement? Often it's the marketing or corporate communications team, and sometimes it is a junior staffer who might not be prepared to handle the kind of delicate touch it takes to engage in customer service.

Download this white paper, Bridging the Great Divide: Best Practices for Integrating Social Media and Customer Service for Bottom Line Results, for a greater understanding of how to successfully integrate social media operations with customer service.
• Discover how to gain insight into how your customer base discusses your brand
• Learn what it means to define, segment and prioritize actions towards social media activity
• Gain insight into how to bring your social strategy and customer service together to achieve serious ROI results

Don't miss Bridging the Great Divide: Best Practices for Integrating Social Media and Customer Service for Bottom Line Results, a white paper that will redefine your social media strategy and ways to leverage those channels to seize on opportunity.
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.
Business VoIP Buyer's Guide - 10 Questions to Ask Signing up
GetVoIP.com
11/1/2012 4:51:36 PM
Signing up with a business VoIP provider is a big deal. No matter the size and age of your business, change can
be scary. But it can also be good. VoIP business services tend to have a larger setup cost, and much lower
ongoing costs than their circuit-switched counterparts. Every VoIP provider has a different list of feature sets
and prices. Here is a list of ten questions you can ask a potential provider. Be honest with them, and be honest
with yourself. Be sure you have the best information before making such a big decision.
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.
Next Generation Enterprise WAN: IPv6 Migration Deployment Guide
Cisco
10/19/2012 2:34:00 PM
Transition to IPv6 with —Cisco Next-Gen Business WAN

Transition smoothly to IPv6 with Cisco Next Generation Enterprise WAN and continue to benefit from your IPv4 investments. See how Cisco network design positions you to grow and meet evolving needs by supporting new applications and services.

Read guide.
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