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destinationCRM.com Best Practices Series
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Current White Papers (click on title to view/download):
Sponsored By: VoltDelta, KANA®, A Verint® Company, 3CLogic, Aspect, Enghouse Interactive, SAP, IQ Services, Coveo, Genesys and inContact

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 Lensby VoltDelta

  • OMNI-CHANNEL CUSTOMER SERVICE DEMANDS THE INTELLIGENT CONTACT CENTERby 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 SEARCHby Coveo

  • 7 REQUIREMENTS FOR ARCHITECTING AN INTELLIGENT CONTACT CENTERby Genesys

  • WORKFORCE-INTELLIGENCE: THE KEY TO DELIVERING OUTSTANDING CUSTOMER EXPERIENCES by inContact

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: IntelliResponse

Today’s leading virtual agents excel in delivering highly relevant, targeted marketing offers that boost online conversions.

In this FREE download, you’ll see how virtual agents open the door to revenue opportunities, by delivering relevant, targeted marketing offers that closely match the intent of customer queries, seamlessly leading customers down the purchase path while they are interacting with your brand online.

You will learn how:

  1. Virtual agents drive revenue with targeted offers

  2. To increase more conversions with virtual agents

  3. Increase your top line revenue with more relevant marketing offers

The download is quick and simple. Get your copy of “The Business Case for Digital Self-Service: TOP-LINE REVENUE” 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?


Sponsored By: eGain and Intelliresponse

Learn how Virtual Agents can enhance your online self-service efforts and provide consistent and accurate across all channels.

Download this special section from CRM magazine and you will get:

  • ENGAGING CUSTOMERS WITH A VIRTUAL ASSISTANT: 10 Tips to Go From Valet to Walletsponsored by eGain

  • IMPROVING CONTACT CENTER PERFORMANCE WITH VIRTUAL AGENT TECHNOLOGY sponsored by Intelliresponse

Make the most of Virtual Assistants and extend the power of your brand!


Sponsored By: LiveOps and NewVoiceMedia

Find out how your company can leverage social media to improve your customer service efforts and elevate your company’s brand.

In this special supplement to CRM magazine, you will find:

  • INTEGRATING SOCIAL MEDIA INTO CONTACT CENTERS by LiveOps

  • CUSTOMER EFFORT VS CUSTOMER SATISFACTION: 3 Tips To Improve Every Customer Engagement by NewVoiceMedia

So Download this FREE Best Practices Guide to Integrating Social Media into your Contact Center and jumpstart your social strategy.


Sponsored By: Verint

Customer Engagement’s a two-way street, with information and interaction flowing in both directions.

So how do you keep the flow of engagement going with customers across multiple channels and areas of your business?

DOWNLOAD this FREE guide to implementing a closed-loop feedback system in your organization.

You will learn critical these for steps for success:

1. CAPTURE CUSTOMER AND EMPLOYEE FEEDBACK
2. LEVERAGE SURVEYS EFFECTIVELY
3. ANALYZE AND DISTRIBUTE INSIGHTS
4. ACT ON RESULTS AND CLOSE THE LOOP

If listening to your customers is important to your organization, DOWLOAD this FREE guide today!


Sponsored By: MelissaData

Two of the most welcomed words in the call center and CRM universe are accuracy and speed.

Find out how to improve both by Downloading this free white paper by Melissa Data.

SAVE MONEY
The “1-10-100 Rule” is a reminder of the importance of accurate records. The rule: It takes $1 to verify the accuracy of a record at the point of entry; $10 to clean it in batch form; and $100 per record if nothing is done, including the costs of undeliverable shipments, low customer retention, and inefficient CRM initiatives.


A well-managed customer journey strengthens brand preferences, reduces customer churn, and elevates the brand beyond strict reliance on price.

Download this FREE Guide to CUSTOMER EXPERIENCE MANAGEMENT

This is great information here for any company obsessed with customer service and customer experiences.

Inside you will find:

  • TRANSFORMING CUSTOMER CONNECTIONS (Jive)
  • MANAGING THE NEW CUSTOMER EXPERIENCE WITH PURECLOUD (Interactive Intelligence)
  • CUSTOMER EXPERIENCE MANAGEMENT: A THREE-LEGGED STOOL (TeamSupport)
  • UNLOCKING THE CONTACT CENTER’S HIDDEN ASSET: How Multichannel Analytics Can Translate the Voice of the Customer into Business Intelligence (Calabrio)

  • CULTIVATING CUSTOMER ENGAGEMENT Best Practices to Help You Get Started (Verint)
  • EMPOWER AGENTS TO ENHANCE THE CUSTOMER EXPERIENCE (KANA, a Verint Company)
  • HAPPY CUSTOMERS, HAPPY BRAND (LiveOps)
  • ENGAGING CUSTOMERS WITH A VIRTUAL ASSISTANT: 10 Tips to Go From Valet to Wallet (eGain)
  • THREE WAYS TO IMPROVE YOUR CUSTOMER EXPERIENCE (Pegasystems)
  • ENVISIONING AN EXCEPTIONAL CUSTOMER EXPERIENCE FROM THE OUTSIDE IN (VoltDelta)
  • CUSTOMER EXPERIENCE MANAGEMENT MADE EASIER: Integrate Feedback in CRM (Clicktools)
  • CRUSH YOUR COMPETITORS WITH DIGITAL SELF-SERVICE (IntelliResponse)
  • SALES TAX ACCURACY AND CRM: Automating the Quote-to-Cash Process to Increase Customer Satisfaction and Retention (Avalara)
  • SIX WAYS CRM HELPS YOU GET TO KNOW YOUR CUSTOMER AND CLOSE MORE DEALS (Faye Business Systems Group)
  • BUILDING CUSTOMER ENGAGEMENT THROUGH SOCIAL COMMUNITIES AND SELF-SERVICE PORTALS (Bloomfire)


Sponsored By: HP

Most companies are not fully realizing the potential of analytics.

Download this FREE whitepaper from CRM magazine and earn how your company can reap the full benefits of predictive analytics, by bridging the chasm between building predictive models, and actually deploying them.

In this download, you will learn:

  • Why predictive analytics projects fail, and what you can do to succeed
  • How to align business, IT, and data scientists for positive outcomes
  • How your company can reap the full benefits of predictive analytics

Deploying predictive analytics is a powerful tool for determining future outcomes, but it’s a tool that requires a high degree of cross department understanding and cooperation. DOWNLOAD the FREE guide to get the insights you need to increase your probability for success.


Sponsored By: Interactive Intelligence, KANA®, a Verint® Company, and TeamSupport

CRM for the other 98%!

Small and midsized businesses account for more than 98 percent of all companies in the United States.

Now smaller Cloud-based solutions have leveled the playing field for the smaller companies looking for the same functionality as their Enterprise level competitors.

Download this month’s FREE installment of CRM magazine’s SMB Best Practices series, and find out how Enterprise level Customer Service solutions are within your reach.

You’ll get:

  • THE CLOUD: THE GREAT EQUALIZER FOR THE SMALL CONTACT CENTER What to consider and how to move forward by Interactive Intelligence
  • 5 KEY QUESTIONS YOU SHOULD ASK WHEN CONSIDERING A CLOUD-BASED CONTACT CENTER by KANA®, a Verint® Company
  • CUSTOMER SERVICE AS GROWTH STRATEGY: CRM Best Practices for Small and Medium Businesses by TeamSupport

Looking for a competitive edge on a budget? DOWNLOAD this special Installment today!


Sponsored By: 3CLogic

The rush to embrace SaaS based solutions over the past several years has created the just as much potential for silo-ed information as any premised based systems.

The value is in the integration!

Download this FREE white paper from CRM magazine, and you will learn:

  • How to adapt your business processes with a purpose
  • How your contact center can bind together all of your businesses solutions together
  • Drive key benefits for customers, reps, and management and create a win/win outcome at every level

Learn how fully integrating your cloud contact center with other data sources within your enterprise can unlock their full potential.


Sponsored By: Interactive Intelligence, VoltDelta, LiveOps, NewVoiceMedia and TCN

You are probably familiar with the major benefits of moving to a cloud-based contact but the devil is always in the details, and making major changes to your contact center infrastructure can be complex, especially if you intend to integrate existing systems into your new cloud contact center.

DOWNLOAD this FREE Best Practices installment from CRM magazine and learn the essential issues you should consider in your planning:

  • ANSWERING YOUR QUESTIONS ABOUT THE CLOUD CONTACT CENTER by Interactive Intelligence
  • HOW TO PRESERVE KEY TECHNOLOGY INVESTMENTS WHILE MOVING TO A CLOUD CONTACT INFRASTRUCTURE by VoltDelta
  • BUILDING A SMART CONTACT CENTER IN THE CLOUD by LiveOps
  • 6 BENEFITS OF A CLOUD CONTACT CENTER by NewVoiceMedia
  • CONTACT CENTERS MOVING UP WITH CLOUD TECHNOLOGY by TCN

This Best Practices Guide is a free download and there are many other topics available on our Website you can access by clicking here.


Sponsored By: Oracle, eGain and Coveo

Two sweeping trends have emerged in recent years: the proliferation of customer channels and the resulting explosion in the amount of data produced.

This month’s Best Practices installment focuses on how Knowledge Management adds an essential layer of value to customer-facing systems, which ultimately drives improved customer experiences.

DOWNLOAD this FREE special section from CRM magazine’s September issue and you will learn from three leaders in the fields of CRM & KM:

  • DELIVERING THE ULTIMATE CROSS-CHANNEL CUSTOMER EXPERIENCE by Oracle
  • LEVERAGE KNOWLEDGE TO EXPAND THE BUSINESS VALUE OF CRM by eGain
  • SUPER-CHARGE SALESFORCE WITH ENTERPRISE KNOWLEDGE by Coveo


Sponsored By: NewVoiceMedia, Clicktools, ServiceMax, Melissa Data, DocuSign and TeamSupport

Salesforce.com AppExchange: Fully integrated point solutions from a single platform

With more than 2,300 apps and almost 2.5 million installations, the Salesforce AppExchange has proven to be an extremely popular way for users to extend their functionality from the Salesforce platform.

DOWNLOAD this month’s installment of CRM Magazine’s Best Practices Guide, you’ll hear from six AppExchange vendors from a variety of categories: Help Desk, Data Quality, Customer Satisfaction, Digital Signatures, and Field Service.

Featuring -

  • MAXIMIZE YOUR SALES AND SERVICE ENGAGEMENT THROUGH SALESFORCE (NewVoiceMedia)
  • COMMON SENSE BEST PRACTICE: YOUR CUSTOMER KNOWS BEST (Clicktools)
  • FIELD SERVICE IS THE FACE OF YOUR COMPANY: Make It Flawless With ServiceMax and Salesforce(ServiceMax)
  • LISTWARE® FOR SALESFORCE® RAISES THE BAR FOR CRM DATA PERFORMANCE WITH CLEAN DATA(Melissa Data)
  • SALESFORCE USES DOCUSIGN…WHY DON’T YOU?(DocuSign)
  • LEVERAGE YOUR TEAM’S COLLECTIVE KNOWLEDGE FOR BETTER CUSTOMER SUPPORT (TeamSupport)

Learn how you can get the most from your investment in the Salesforce.com platform, by extending its functionality with these fully integrated point solutions.


Sponsored By: Interactive Intelligence, VoltDelta, NewVoiceMedia, LiveOps, KANA®, a Verint® Company, Genesys, SAP, eGain, Five9 and TeamSupport

The future of customer support is now.

Download this month’s installment of CRM Magazine’s Best Practices Series "How to Deliver Exceptional Multichannel Service and Support" and you will you’ll hear from the nine leaders of Multichannel, Omnichannel and Multimodal Support Strategies on how to best help your company achieve multichannel service excellence.

Included in this single download:

  • FINDING MULTICHANNEL SUCCESS 10 Things You Need to Deliver an Exceptional Multichannel Experience (Interactive Intelligence)
  • THE ANATOMY OF AN EXCEPTIONAL MULTICHANNEL SERVICE AND SUPPORT ORGANIZATION (VoltDelta)
  • DELIVER POSITIVE CUSTOMER EXPERIENCES ACROSS EVERY CHANNEL, EVERYTIME (NewVoiceMedia)
  • EMPOWER YOUR AGENTS TO DELIVER EXCEPTIONAL OMNICHANNEL CUSTOMER EXPERIENCE (LiveOps)
  • WELCOME TO THE WORLD OF “MULTIMODAL” CUSTOMER SERVICE (KANA®, a Verint® Company)
  • DELIVER GREAT CUSTOMER EXPERIENCE ON A SINGLE MULTICHANNEL PLATFORM Read how ESRI achieved a 25 point increase in their Net Promoter Score (NPS) (Genesys)
  • OMNI-CHANNEL VS MULTI CHANNEL AND THE FUTURE OF CUSTOMER SERVICE (SAP)
  • COST-EFFECTIVE WAYS TO DELIVER MULTICHANNEL CUSTOMER SERVICE (eGain)
  • MULTICHANNEL APPLICATIONS (Five9)
  • OMNICHANNEL CUSTOMER SUPPORT FOR THE B2B OGANIZATION (TeamSupport)

Get a deep dive into the future of customer support.


Sponsored By: VoltDelta and Aspect

The Preferred Channel for Most Consumers

Short, concise, and to the point.

Download this FREE Best Practices Guide from CRM magazines July issue and get concrete tips and advice you can use to get the most out of your outbound communications strategy without annoying your customers.

 You will learn:

  • THE DOS AND TABOOS OF OUTBOUND IVR by VoltDelta
  • 3 WAYS TO STEP UP PROACTIVE ENGAGEMENT WITH YOUR CUSTOMERS by Aspect

 In an age of multiple channels, Outbound IVRs and still the preferred choice of contact for most customers.


 
 
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