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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, 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.


Sponsored By: Interactive Intelligence, VoltDelta, KANA a Verint Company, inContact, LiveOps, eGain, New Voice Media and IntelliResponse

The key to delivering smart customer service is that it needs to be constantly re-evaluated, especially after seminal shifts in technology and larger trends (such as social media).

Download this month’s installment of CRM magazine’s Best Practices Series, and you’ll hear from eight leading solution providers offering insights on how to make sure your organization’s quest for delivering smart customer service is as productive and efficient as it can be.

Get recommendations from eight of the leading providers of customer service solutions in one single download:

  • AN EXCEPTIONAL CUSTOMER EXPERIENCE BEGINS WITH “SMART” It’s All About the ProcessSponsored by Interactive Intelligence
  • HOW TO FORMULATE A SMARTER CUSTOMER SERVICE STRATEGY FOR YOUR CONTACT CENTER Sponsored by VoltDelta
  • BUILD CUSTOMER LOYALTY THROUGH SMART CUSTOMER SERVICE Sponsored by KANA, a Verint® Company
  • FULLY INTEGRATING CONTACT CENTER INTELLIGENCE: THE KEY TO RAISING PERFORMANCE AND PROFITABILITY EVEN HIGHER Sponsored by inContact
  • DELIVER SMARTER CUSTOMER SERVICE WITH A SOCIALLY-INTEGRATED MULTI-CHANNEL CONTACT CENTER Sponsored by LiveOps
  • THE FIVE PARTS OF SMART CUSTOMER SERVICE Sponsored by eGain
  • BE WHERE YOUR CUSTOMERS ARE WITH SOCIAL CUSTOMER SERVICE Sponsored by NewVoiceMedia
  • 9 NEW CUSTOMER BEHAVIORS THAT JUST MIGHT SINK YOUR COMPANY Sponsored by IntelliResponse


Sponsored By: Neustar, Bright Pattern and Pardot

Marketing has often been described as a fusion of left- and right-brain activities, both creative and technical.

DOWNLOAD the following installment of CRM’s Best Practices series, and see how focusing on accurate customer data can help marketers target relevant prospects with personalized offers across the digital landscape.

  • CRM TOOLS: THEY’RE ONLY AS GOOD AS YOUR CUSTOMER INTELLIGENCE.Sponsored by Neustar
  • DO WE NEED A NEW SALES MODEL?  Sponsored by Bright Pattern

  • 5 Ways Marketing Automation Keeps CMOs Relevant by Pardot

Stay relevant and stay informed.


Sponsored By: inContact, LiveOps, CallFinder, NICE Systems Inc., Verint® and Allegiance

VOICE OF THE CUSTOMER: Listening to your customers keeps you on course

Listening is the essential component of communication between any two human beings, and that truism certainly extends to customers and employees.

Download this month’s Best Practices installment on Voice of the Customer and Enterprise Feedback Management and learn how these technologies can help your company understand what customers and employees are telling you so that you can make the adjustments to stay on target.

~ Contact Centers Need Sophisticated Intelligence Tools to Understand and Leverage the Voice of the Customer by inContact

~ Capture and Act Upon Critical VOC Data with a Socially-Integrated Multi-Channel Contact Center by LiveOps

~ Capture, Analyze, Understand and Improve the Customer Experience with Speech Analytics by CallFinder

~ NICE Voice of the Customer Case Study: Alliance Data by NICE Systems Inc.

~ Closing the Loop On Customer Feedback - Best Practices for Enterprise Feedback Management by Verint®

~ Delighting the Customer in a B2B Environment by Allegiance

This single DOWNLOAD will provide insight into how quality monitoring, speech analytics, social media monitoring and reporting, integration with mobile devices and Enterprise Feedback Management can help you make sense of what’s being captured from your customer interactions.


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 of 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.


 
 
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