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The Immersion Approach That Helps Customers Make and Implement the Right Technology Decisions

An Omnichannel approach is touted as a necessity for enterprise organizations - retail and others - to better understand their customers and drive sales forward. Many organizations believe this approach to be a necessity, but don’t always know how to implement the tools or optimize them for their specific use case.

In this brief, “Is Omnichannel Always the Best Choice?” we’ll  take a deeper look at a phased-approach methodology  for evaluating, planning and implementing the right technologies for organizations, providing a seamless business solution and maximizing ROI.

An eGain White Paper

Today’s digital consumers want smarter self-service, and they demand customer service agents to be able to knowledgeably and consistently handle questions and problems upon escalation to human-assisted service. How can a contact center customer service organization pull this off in the age of product and information overload, and ever-changing compliance requirements? How can it ensure consistency of answers and treatment across touchpoints?

It needs next-gen knowledge! Download white paper to learn more about the attributes of next-gen knowledge and real-world stories on how blue-chip organizations are leveraging it to transform service experiences and contact center performance.

eBook from Medallia Digital

The complete updated guide to planning and implementing a digital Voice of Customer program, including:

  • 7-step process for planning a digital Voice of Customer program
  • Business goals and KPIs - what to focus on
  • Identifying personas
  • Touchpoints, data integrations and closing the loop
  • Proactive customer engagement vs. passive engagement
  • Benchmarking vs. task specific surveys
And much more

eBook from Verint

Building the omnichannel customer service strategy doesn’t need to be an overwhelming task.  This eBook explores some basics from A to Z that can lead to omnichannel success from planning, key solution components and channels to consider to best practices and looking ahead.

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