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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, 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 to 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!


Sponsored By: Oracle, SAP, SpringCM and Marketo

The facts are clear. Companies that implement technology-assisted selling practices are quantitatively better at driving revenue than companies that don’t.

Download this month’s FREE installment of CRM magazine’s Best Practices Series - "Message to the VP of Sales: HOW TECHNOLOGY CAN HELP YOU DRIVE SALES" - and you’ll see recommendations from four leading CRM solution providers on how to supercharge your sales force with systems and tools to help them achieve their quotas and ensure your success.

In this issue:

  • HOW TO DRIVE REVENUE WITH A MODERN SALES CLOUD Sponsored by Oracle
  • IS YOUR CRM SYSTEM REALLY HELPING YOU SELL MORE EFFECTIVELY? Sponsored by SAP
  • HOW MUCH TIME DO YOUR SALES TEAMS SPEND CHASING CONTENT? Sponsored by SpringCM
  • THE DEFINITIVE GUIDE TO LEAD GENERATION Sponsored by Marketo

Download this installment of CRM magazine’s Best Practices series and learn how to boost your top line with the right tools.


Sponsored By: Oracle, Interactive Intelligence, inContact, KANA, VoltDelta, Five9, Clicktools, Aspect, New Voice Media, nanoRep, Coveo and LiveOps

What is an Intelligent Contact Center?

Download this FREE Best Practices White Paper from CRM magazine - "Creating An Intelligent Contact Center of the Future Starting Today" - and you’ll find the answer to this question explained by dozen top experts driving next generation contact center technology. In this single download, you’ll get these perspectives:

  • THE POWER OF TRANSFORMATIONAL KNOWLEDGE Sponsored by Oracle
  • MANAGING THE CONTACT CENTER STRATEGY MORE INTELLIGENTLY Sponsored by Interactive Intelligence
  • THE INTELLIGENT CONTACT CENTER: Building Customer Loyalty and Your Bottom Line Sponsored by inContact
  • OMNI-CHANNEL CUSTOMER SERVICE DEMANDS THE INTELLIGENT CONTACT CENTER Sponsored by KANA
  • WINNING THE HEARTS & MINDS OF CUSTOMERS:  The Anatomy of a Successful Multichannel Contact Center Sponsored by VoltDelta
  • SOCIAL CUSTOMER CARE: Getting Started the Right Way Sponsored by Five9
  • THE INTELLIGENT CALL CENTER:  FUELED BY FEEDBACK AND CRM Sponsored by Clicktools
  • DEPLOYING AN INTELLIGENT CONTACT CENTER IN THE CLOUD Sponsored by Aspect
  • THE FUTURE CONTACT CENTER IS HERE Sponsored by NewVoiceMedia
  • TIPS TO MAXIMIZE ROI WITH THE INTELLIGENT CONTACT CENTER The Intelligent Solution to Customer Support Services Sponsored by nanoRep
  • EMPOWER THE CONTACT CENTER WITH A 360° VIEW OF THE CUSTOMER Sponsored by Coveo
  • 3 STEPS TOWARD PUTTING THE CUSTOMER EXPERIENCE IN CONTEXT Sponsored by LiveOps

If your company is determined to create a contact center of the future, you should download this self-contained special installment from CRM magazine right now.


Sponsored By: SAP, Calabrio and Progress DataDirect

What is a top priority among business leaders in 2014?

Download this free Best Practices installment on customer analytics and business intelligence and learn how your company can benefit from a better understanding of what your customers are telling you.

In this white paper you will receive these three tips for getting smarter with data.

  • BEST-IN-CLASS STEPS TO SUCCESSFULLY MANAGE THE BUYER’S JOURNEY Contributed by SAP
  • THREE TIPS FOR MEASURING VOICE IN A SEA OF DATA Contributed by Calabrio
  • TRANSFORM YOUR ENTERPRISE WITH DATA-DRIVEN BUSINESS INTELLIGENCE Contributed by Progress DataDirect

Managing data is a top priority in 2014. Make sure you stay informed by downloading this concise supplement to CRM magazine.


New White Papers from: Mavenlink, Cirrus Insight and Cloud Sherpas

Best Practices Series: ‘Google-ize’ My CRM - The consumerization of business technology and why that is a good thing

What’s the biggest problem associated with rolling out new business technology of any type? User adoption. How can you overcome this universal hurdle? Download this FREE Best Practices Guide to the “Google-ization” of CRM and find out how to increase user adoption rates for your “serious business apps” by integrating with Google and leveraging the comfort zone of your existing and new employees.

  • HOW SERVICE AGENCIES CAN IMPROVE RESOURCE MANAGEMENT IN 4 STEPS Sponsored by Mavenlink
  • ADD VALUE TO YOUR CLOUD WITH A GOOGLE AND SALESFORCE INTEGRATION Sponsored by Cloud Sherpas
  • MAKE REPS ACTUALLY WANT TO USE SALESFORCE Bring Salesforce into Gmail (literally) to get a 5x increase in Salesforce adoption Sponsored by Cirrus Insight
  • GOOGLE MAPS AND SALESFORCE INTEGRATION IS THE ROUTE TO SUCCESS Sponsored by Cloud Sherpas

Get the most out of your CRM systems by integrating with the Google platform!


White Papers from: KANA, Convergys, Genesys|Angel, VoltDelta, WalkMe, IntelliResponse, and Enghouse Interactive

Best Practices Series: Customer Self-Service SOLUTIONS - Helping Customers Help Themselves

Download this FREE Best Practices Guide to Customer Self-Service, you will hear from six leading customer self-service solution providers, who provide their top recommendations for getting your self-service efforts done right, whether online or through voice channels.

In this special section, originally published in CRM magazine’s January 2014 issue, you will these concise articles which will help you focus your customer self-service efforts.

  • THREE KEYS TO SUCCESSFUL WEB SELF-SERVICE Sponsored by KANA
  • MAJOR GOVERNMENT AGENCY BREATHES NEW LIFE INTO OUTDATED SPEECH SELF-SERVICE APPLICATIONS Convergys solution addresses short- and long-term system performance Sponsored by Convergys
  • EMPOWER THE CUSTOMER: A SELF-SERVICE BEST PRACTICE GUIDE Sponsored by Genesys | Angel
  • ALIGNING PEOPLE AND TECHNOLOGY TO CREATE AN EFFECTIVE VOICE SELF-SERVICE CHANNEL Sponsored by VoltDelta
  • SELF-SERVICE REINVENTED Sponsored by WalkMe™
  • THE BUSINESS CASE FOR DIGITAL SELF-SERVICE: Call & Email Deflection Sponsored by IntelliResponse
  • INNOVATIVE BEST PRACTICES IN DESIGNING AND MANAGING SELF-SERVICE Sponsored by Enghouse Interactive

Download this FREE Best Practices Guide to Customer Self-Service and help your customers help themselves.


Sponsored By: Nuance, Five9, eGain and IntelliResponse

Best Practices Series: How VIRTUAL AGENTS Can Improve Your Customer Experiences and Deliver Your Brand’s Promise

Inside you will find tips and recommendations for hiring, training, and constantly evaluating virtual agents (both the cyber kind and the at-home, human kind).

These three essays will help you reach your goals of providing a consistent, intelligent customer experience that delivers on your brand’s promise, as if your company’s top executives answered every interaction (and knew all of the answers).

  • SUCCESS OR FAILURE WITH VIRTUAL ASSISTANTS? Three best practices that make the difference Sponsored by Nuance
  • LEVERAGING THE AT-HOME AGENT ADVANTAGE Sponsored by Five9
  • VIRTUAL ASSISTANTS: 10 TIPS TO GO FROM VALET TO WALLETSponsored by eGain
  • HOW TO DEPLOY A VIRTUAL AGENT - 10 BEST PRACTICES Sponsored by IntelliResponse

Download this FREE section from CRM magazine’s December issue and learn how virtual agents can improve your customer’s experiences!


Sponsored By: LiveOps, Vocalcom, Bright Pattern, Lithium, Oracle, Aspect and eGain

Best Practices Series: INTEGRATING SOCIAL MEDIA INTO CONTACT CENTERS
Live Where Your Customers Live

Of all the service channels available to consumers, social media is unique because it’s a conversation that takes place in public, giving a certain amount of power to vocal customers, especially if they are disgruntled.

In this month’s Best Practices Guide from CRM magazine, you will hear from seven leaders in the field of integrating the social media channel into the contact center.

  • THE NEW CUSTOMER SERVICE REQUIREMENT: SOCIAL ENGAGEMENT Sponsored by LiveOps
  • REAL-TIME SOCIAL CRM How to Leverage Twitter and Facebook to the Max Sponsored by Vocalcom
  • USE SOCIAL MEDIA TO TURN YOUR CONTACT CENTER INTO AN OPPORTUNITY CENTER Sponsored by Bright Pattern
  • SERIOUS SOCIAL RESPONSE Sponsored by Lithium
  • CUSTOMER SERVICE GETS SOCIAL Sponsored by Oracle
  • LEADING CUSTOMER ENGAGEMENT WITH SOCIAL CUSTOMER CARE Sponsored by Aspect
  • SOCIAL CUSTOMER ENGAGEMENT:GO FROM BUZZ TO BUSINESSSponsored by eGain
  • THE 10 STEPS OF PROVIDING GREAT SOCIAL CUSTOMER SERVICE Sponsored by Conversocial

Download the FREE Special section from CRM magazine’s December issue today!


Strategies & Solutions for Improving Customer Experiences

Customer experiences are an aggregate collection of all the interactions a consumer has with a brand, from advertising and purchase through customer service.

In this Best Practices Guide to Customer Experience Management (CXM), we present 13 recommendations from some of the top solution providers in the field, which will help guide you from wanting to deliver great experiences, to actually doing it.

Download This FREE Best Practices Guide to CEM Now!

  • ENGINEERING THE ENTERPRISE FOR BETTER CUSTOMER EXPERIENCE MANAGEMENT - Aspect
  • CUSTOMER EXPERIENCE MANAGEMENT: Four Intuitive Steps to CX Delight - Genesys | Angel
  • THE MULTI-CHANNEL CLOUD CENTER’S INFLUENCE ON DELIVERING EXCEPTIONAL CUSTOMER EXPERIENCES - VoltDelta
  • USING VC101® TO OPTIMIZE CUSTOMER SERVICE EXPERIENCE - IQ Services
  • MOBILE ADVERTISING: MEASURABILITY UNLOCKS BIG ADVERTISER SPENDING Marketers Prioritize Mobile for Customer Outreach - 4INFO
  • BUILDING A CUSTOMER EXPERIENCE PROGRAM A step-by-step roadmap to help get you started  - Verint®
  • CUSTOMER EXPERIENCE, TRENDS, AND STAFF PLANNING - Interactive Intelligence
  • SELF-SERVICE HAS A NEED FOR SPEED (AND EASE) - Nuance
  • ELEVATE THE CUSTOMER EXPERIENCE WITH A TRULY INTEGRATED MULTICHANNEL SOLUTION - LiveOps
  • YOU HAD ME AT HELLO: Personalize More Caller Experiences by Instantly Leveraging Your CRM Data - Neustar
  • WHY IS CUSTOMER EXPERIENCE MANAGEMENT IMPORTANT? Strategies & Solutions for Improving Customer Experiences - Enghouse Interactive
  • FIVE EASY STEPS TO AN AMAZING CUSTOMER EXPERIENCE - Get Satisfaction
  • 5 WAYS TO CONNECT WITH THE DIGITAL CUSTOMER - SAP
  • ENTERING A NEW ERA OF CUSTOMER ENGAGEMENT - Thunderhead.com
  • HOW RELEVANT KNOWLEDGE DRIVES SUPERIOR CUSTOMER EXPERIENCES - Coveo

Fifteen great recommendations for improving your company’s customers’ experiences, from world recognized experts.


Sponsored By: SAP and Netsuite

Is Ecommerce the Fourth Leg of the CRM Stool?

CRM and ecommerce have always gone hand in hand. As far back as 1999, Dick Lee wrote in CRM magazine that ecommerce was the fourth leg in the CRM stool, with the other three being sales, marketing, and service. Recently, though, this observation seems to be gaining more traction, with Gartner also making that comment in its 2013 Vendor Guide.

Learn how to plan for this next big evolution of CRM: 

  • THE FUTURE OF COMMERCE: THE OMNI-CHANNEL IMPERATIVE from SAP
  • THE CONVERGENCE OF CRM WITH THE ECOMMERCE PLATFORM from NetSuite

Download this current installment of CRM magazine’s Best Practices Guide Now!


Sponsored By: Iqor and Coveo

The world is awash in data coming from all sorts of sources, both structured and unstructured. But how do businesses and organizations make sense of all these interactions, transactions, and noise to improve customer relations and create true business value?

Download the special report from CRM magazine, and you will discover:

  • GETTING SMART ON ANALYTICS IN THE CONTACT CENTER Measurement is the First Step in the Process by Iqor
  • RETURN ON KNOWLEDGE IN A BIG DATA WORLD Harness your collective knowledge to be more relevant & responsive to customers by Coveo

Learn how to tame Big Data and get a competitive edge.


Sponsored By: AT&T, Soffront and Interactive Intelligence

One of the greatest advances for small/midsized businesses (SMB) in the past decade has been their ability to punch above their weight class.

Download this FREE Best Practices Guide and you’ll find three examples focusing on mobile workforce enablement, contact centers for small businesses, and a business case for choosing a CRM system that will actually be actually used by employees.

  • AT&T PERFECTS THE MOBILE OFFICE - AT&T
  • SALES PERSON’S ROI MODEL™ The secret to avoiding the biggest risk in selecting a CRM System - Soffront
  • YOU DON’T HAVE TO BE A BIG CONTACT CENTER TO DELIVER GREATCUSTOMER SERVICE - Interactive Intelligence

These case studies aren’t necessarily for SMBs only; even larger organizations have units that essentially act like nimble small businesses.


Sponsored By: Coveo

The knowledge critical for customer service is everywhere – far beyond the knowledgebase – in enterprise systems, social media and the cloud.

If your agents are like most, they waste time searching across these systems to find information & solutions to customer issues. And if your customers are like most, they’d prefer to solve problems on their own.

Imagine if you could just inject the right knowledge into your agents’ and customers’ contexts to solve their current issues, without them even looking for it.

Download this guide to learn how you can:

1. Present agents with the right information at the right time to solve cases on the first contact.

2. Enable customers to solve their own challenges quickly and easily.  

3. Help all employees find what they need so they can stop reinventing the wheel. 


SALESFORCE.COM CUSTOMERS ARE HUNGRY FOR APPS

The success of Salesforce.com has to be attributed in large part to the depth and rich diversity of the AppExchange marketplace. With more than 1,700 apps currently in Salesforce.com’s ample AppExchange, one thing is certain: Salesforce.com users’ thirst for apps is utterly unquenchable.

Download this Best Practices Guide and find out how to get the most out of your Salsforce.com by leveraging these AppExchange partners and following their rocommendations:

  • INTEGRATION WITH SALESFORCE FROM INTERACTIVE INTELLIGENCE® - Interactive Intelligence
  • THE BEST APPS FOCUS ON EASY-TO-USE, “TRUE” INTEGRATION - Clicktools
  • TIPS FOR SELECTING THE BEST HOSTED DIALER The right solution will boost contact center agent performance and revenue - VOCALCOM
  • FOUR CRUCIAL ADVANTAGES TO IMPROVE EFFICIENCY WITH AN ENHANCED SALESFORCE IMPLEMENTATION - Genesys Cloud
  • FIRST-EVER PREDICTIVE APPS FOR SALESFORCE AND THE SERVICE CLOUD - KXEN
  • TURN MEETINGS INTO REVENUE™ WITH MEETING MAPPER™ - Point N Time
  • DOCUSIGN FOR SALESFORCE: KEEP BUSINESS DIGITAL - DocuSign
  • DELIVER GREAT CUSTOMER SERVICE From the call center to the field, delight customers through better field service management - TOA Technologies
  • COVEO FOR SALESFORCE Improve Productivity with Salesforce Cases - Coveo

Get the most out of your Salesforce.com investment, and learn how these apps can improve our company’s sales, marketing, and customer service efforts!


BE EVERYWHERE YOUR CUSTOMERS ARE!

Where are your customers? On their mobile devices, social networks, calling into your 800 number, or maybe surfing your Web site? They’re probably using all of these channels at some point, influenced by their personal preferences or location.

In this Best Practices Guide to Multichannel Service and Support, we highlight TEN multichannel solutions from some of the most knowledgeable and experienced solution providers in the business.

  • 5 STEPS TO CREATING A UNIFIED, DIGITAL MULTI-CHANNEL CONTACT CENTER - inContact
  • EMPOWER YOUR AGENTS TO DELIVER EXCEPTIONAL MULTICHANNEL SERVICE AND SUPPORT - LiveOps
  • MULTICHANNEL CUSTOMER ENGAGEMENT Without it, you risk losing to the competition - VOCALCOM
  • WINNING AND RETAINING CUSTOMERS IN A DIGITAL WORLD - Infor
  • COST-EFFECTIVE WAYS TO DELIVER MULTICHANNEL CUSTOMER SERVICE - eGain
  • MULTI-CHANNEL CONTACT CENTER: Delight Customers Where They Live - Aspect
  • UNPLUG YOUR IVR TO LOWER CUSTOMER EFFORT, BOOST CUSTOMER EXPERIENCE - Virtual Hold Technology
  • FIVE BEST PRACTICES FOR GREAT MULTI-CHANNEL SERVICE - Moxie Software
  • THE CUSTOMER EXPERIENCE: HOW “MULTICHANNEL” LEADS TO “EXCEPTIONAL” - Interactive Intelligence
  • CONNECTING WITH THE DIGITAL CUSTOMER - SAP
  • ACHIEVING EXCELLENCE IN CUSTOMER SERVICE: 5 Checkpoints to Help You Get There - IntelliResponse

If you are trying to improve your company’s multichannel support capability, you need to read these Best Practices tips from these ten top solution providers.


 
 
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