Customer Interaction Services Reports

EBOOK: Automation technologies were created to provide customers with a standardized, consistent experience. Why, then, are companies trying to avoid them? In this e-book, you'll learn why automation technologies don't work for every contact center use case, regardless of their intent.

Posted: 28 May 2014 | Published: 28 May 2014

WEBCAST: The following webcast intends to clarify the current state of customer experience management and how companies can start powerful initiatives of their own. Tune in now to find out how CMOs and CIOs need to work together to make CEM take flight, what needs to be addressed, and much more.

Posted: 19 May 2014 | Premiered: May 19, 2014

WHITE PAPER: This informative resource paves a path to profitable customer relations for your organization and offers 5 key recommendations for creating amazing customer experiences.

Posted: 14 May 2014 | Published: 31 Jan 2014

WHITE PAPER: Read this exclusive white paper now to find out the differences between omni-channel and multi-channel technologies, as well as which more is more highly recommended.

Posted: 05 May 2014 | Published: 31 Jan 2014

EBOOK: In this informative e-book, 5 key steps are highlighted to address merchandise optimization in the connected-customer era. Read on to discover how these steps will connect and optimize your merchandising and marketing activities to secure customer loyalty and future repeat sales.

Posted: 29 Apr 2014 | Published: 29 Apr 2014

WHITE PAPER: Explore this game-changing white paper to uncover the seven ways to make the first mile of business interactions smarter.

Posted: 03 Apr 2014 | Published: 31 Dec 2013

WHITE PAPER: This Technology Adoption Profile synthesizes the latest research on the adoption of modern unified communications and collaboration technologies and the value that it provides to companies.

Posted: 02 Apr 2014 | Published: 31 Jul 2013

EBOOK: This guide reveals how organizations can be better prepared to get customer interactions right from the start in order to drive success, increase revenue and improve profitability. It also discusses a suite of applications that can provide an essential link between systems of engagement and systems of record.

Posted: 01 Apr 2014 | Published: 01 Apr 2014

WEBCAST: In this age of the empowered customer, companies are pressured to stay on their toes so as to retain customer loyalty in the most intuitive, fast, responsive means possible. In this fascinating webcast, learn the importance of the business-critical First Mile of customer interactions – the point at which customer loyalty is either gained or lost.

Posted: 31 Mar 2014 | Premiered: Mar 31, 2014

WHITE PAPER: This guide was written to help identify or measure those critical CX measurement points that provide feedback on the health and success of a CX initiative. It is intended to familiarize you with important CX measurements and Key Performance Indicators (KPIs) along with providing a definition and a method to calculate their value.

Posted: 27 Mar 2014 | Published: 30 Sep 2012

EGUIDE: In this SearchCRM.com expert e-guide, find insights from leading organizations and industry authorities to help you address the challenges of monitoring and measuring your CEM strategy. Also inside, find 10 steps for improving your customer experiences.

Posted: 24 Mar 2014 | Published: 24 Mar 2014

EGUIDE: In this e-guide from the experts at SearchCRM.com, find out why social media has become a powerful tool for customer experience management (CEM), and discover what you can do to drive social media success.

Posted: 24 Mar 2014 | Published: 24 Mar 2014

EGUIDE: This expert  e-guide describes why digital technologies are proving to be the "next big thing" in the world of CRM, and explores the strategies that small businesses are using to stay competitive in e-commerce.

Posted: 24 Mar 2014 | Published: 24 Mar 2014

EGUIDE: This expert e-guide lays out five CEM lessons learned from AMC's hit TV show Breaking Bad that can help you cook up better customer experiences. Also inside, find a case study that describes the success that doughnut store Krispy Kreme found with the right mobile engagement strategy.

Posted: 24 Mar 2014 | Published: 24 Mar 2014

EGUIDE: In this SearchCRM.com expert e-guide, get an inside look at common practices for measuring contact center and organizational performance, and learn how you can transform metrics into a world-class customer experience.

Posted: 24 Mar 2014 | Published: 24 Mar 2014

WHITE PAPER: If your customers cannot move smoothly across all channels, their experiences will suffer. Access this guide to learn how you can close the omni-channel customer experience gap and bring online visibility to your contact center.

Posted: 20 Mar 2014 | Published: 31 Aug 2013

WHITE PAPER: This guide counts down four easy steps to help you cut through the market for customer support applications and identify the tool that meets your business needs.

Posted: 05 Mar 2014 | Published: 05 Mar 2014

WHITE PAPER: Today's customers have more control of the conversation than ever before -- and your contact center must be equipped to deliver seamless interactions across a variety of channels, lest your customers take their business somewhere else. To do this, you need a comprehensive platform that enables anywhere, anytime service.

Posted: 04 Mar 2014 | Published: 31 Mar 2013

WHITE PAPER: In this white paper, find out how, with the right tools in place, today's marketers can understand the value social media provides as a marketing channel and, in coordination with other channels, drive conversions and, ultimately, revenue.

Posted: 02 Mar 2014 | Published: 30 Jun 2013

WHITE PAPER: While social media offers your business a variety of opportunities to grow its customer base, increase brand awareness, and drive revenue, those benefits are unattainable without a solid strategy in place. To realize your social media goals, you need to first determine metrics and measurements of your strategy's success.

Posted: 20 Feb 2014 | Published: 20 Feb 2014

WHITE PAPER: Access this white paper today to learn all you need to know about real-time personalization, how to overcome its challenges, and how you can increase the value of every one of your customer interactions.

Posted: 14 Feb 2014 | Published: 31 Dec 2013

WEBCAST: This brief video case study examines how United Airlines was able to consolidate its IT infrastructure and fuel customer experience success with the right service. Tune in to learn more now.

Posted: 07 Feb 2014 | Premiered: Dec 31, 2012

WEBCAST: Social networks have revolutionized the way that today's customers gain information and make buying decisions. This brief video introduces a social enterprise service that enables your organization to effectively harness and exploit social information.

Posted: 07 Feb 2014 | Premiered: Dec 31, 2012

WHITE PAPER: In this white paper, learn how retail businesses should leverage technology to gather more customer info, implement the appropriate changes to their services, and create a more enjoyable shopping experience. Click now to see how to manage and maximize opportunity from omni-channel services.

Posted: 20 Jan 2014 | Published: 30 Nov 2012

WHITE PAPER: This resource examines the importance of billing in subscription sales, and details how you can use billing to build customer loyalty and retention.

Posted: 30 Dec 2013 | Published: 30 Dec 2013