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Find out what 132 managers and executives from other leading companies are doing to unlock the power of social media in a new study “Thumbs Up! Customer Engagement for a New Generation”. See how companies are using social media to better understand the voice of the customer, improve the customer experience, and improve workforce management. learn more
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To find out how you can improve your turnover rates and develop high-performing agents who excel at service delivery, download this complimentary white paper from Parature learn more
people management | agent engagement | turnover | call center | customer service
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This eBook, from The Social Customer, describe how organizations can use the contact center to gain valuable insights, deliver great customer experience, and gain strategic advantages. It is introduced by Emily Yellin with contribution from: Barry Dalton, Tristan Bishop, Dan Miller, Natalie Petouhoff, and John Burton. learn more
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Learn in this metrics for social customer service eBook which customer service metrics drive service excellence and enhance customer experience in the age of social media. learn more
social media | customer service | customer experience | social crm
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With the growth of online chat for customer service and sales, this paper examines the chat transcripts of industry leaders like Best Buy, Zappos, Nordstrom, and others — showcasing how chat writing strategies can improve customer experience. Each chat verbatim is analyzed in terms of writing strategy, response accuracy, grammar and other important criteria. learn more
zappos | chat | customer service | live chat | transcript
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This recently released whitepaper from IDC titled "Social Media Services Trends in Customer Care Outsourcing" discusses the social CRM services offered by customer care outsourcing providers and illustrates the characteristics and trends as well as the benefits and challenges of these services. This whitepaper also provides a highlight summary of several customer care providers' social media service offerings. learn more
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The Aberdeen Group's 2011 survey reveals how and why top performing contact centers are turning to business analytics. Detailed call analysis after each contact center interaction improves the service being given to the caller, which in turn improves satisfaction levels. learn more
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There is no need to wait for approval for a multiyear, million-dollar customer experience initiative. Start tomorrow with these quick and inexpensive ways to improve CE. An exclusive survey and research report from Bloomberg Businessweek Research Services. learn more
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This white paper weighs the value of cloud solutions against their hardware-based counterparts by addressing each of the principles involved in selecting a contact center solution. It outlines the evolution of industry technologies, assesses the needs of modern organizations, including a rare look into human capital costs and ultimately leverages real-world examples to examine the case for a hosted call center. learn more
call center | hosted call center | contact center | virtual | cloud
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A contact center is a vital organizational function that must be optimized in order to help ensure bottom-line business performance. Its workforce serves as the voice of the company and face to the customer. When satisfied, trained and properly scheduled, these agents sufficiently address customers’ needs. The result is high customer satisfaction, reduced overhead and increased profitability. learn more
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Customers today are more demanding than ever when it comes to service – and failing to meet their expectations can significantly impact your business. The challenge is to find ways to deliver more consistent, better quality customer experiences – which is no small task today. Here are four key elements to help you achieve breakthrough customer experience results faster and more efficiently. Also includes customer Case Study for a Fortune 100 Roadside Assistance company. learn more
| 58 whitepaper results |
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12th Annual Minimising Churn and Building Customer Profitability
Amara Hotel, Singapore
June 6- 7, 2012 -
Executive Customer Contact Exchange
Carton House Kildare, Ireland
April 16- 18, 2012 -
3rd Annual Contact Centres Asia
Amara Hotel, Singapore
March 20- 21, 2012 -
5th Customer Experience Management 2012
Dockside, Sydney, NSW
April 30- 2, 2012
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