Customer Satisfaction

IT professionals need to support users through innovative and cost-efficient IT services but currently lack the budget, staff and tools to meet their goals.

Support managers must work to create a richer support experience for the customer, better measure the impact of that encounter, and then feed that information into the rest of organization. If they are successful, the company as a whole will see the value created by the support center and executives will then be able to rely on the support experience as a competitive differentiator.

SME Clear Value Interactive Guided Tour (ITour) explains the value of the SAP SME portfolio through three value scenarios: Insight, Efficiency and Flexibility

Customer satisfaction sets businesses apart - for better or for worse. And because it has become such a major competitive differentiator, you've got to deliver a memorable customer experience every time.

Sales Force Productivity, Sirius Decisions: This brief video looks at the keys to improving overall customer satisfaction by looking at customer behaviors and the insights they provide.

Customer Satisfaction: Deliver More Revenue, Sirius Decisions: This short video explores the issues and the data required to drive better sales enablement, performance and productivity.

This study highlights best practices from 72 companies to identify how best in class organizations use data to achieve superior performance.

Adopting an effective application performance management strategy is a critical step in managing complex Web revenue and generating mission critical applications to deliver a high-quality end-user experience.

This IDG Research Services study demonstrates that CIOs and IT leaders recognize the business impact of application performance. It's all about end-user and customer satisfaction, increasing productivity, and lowering costs.

This white paper describes an approach that provides these performance metrics for specific IT stakeholders, all drawn from data collection and analytics that support a holistic, integrated approach to optimizing IT service delivery.

This slide version of a recorded event delivers key findings of an in-depth consumer survey studying travel Web site functionality and conversion rate satisfaction. Host Margaret Rivera of Akamai and presenter Caroll Rheem, Director of Research at PhoCus Wright, define best practices for fast, reliable travel Web sites.

DMG Consulting LLC identifies five top misperceptions, and dispels them with findings from their recent customer satisfaction study for hosted contact center services.

Read what two industry veterans have to say about the advantages and disadvantages of all-in-one vs. best-of-breed offerings - Don Van Doren, president of Vanguard Communications, and Joe Staples, chief marketing officer for Interactive Intelligence.

Follow 10 best practices from industry leader CFI Group, and your surveys will produce the precise feedback data your contact center needs to improve satisfaction drivers and, ultimately, the service experience for every customer.

This document provides a high-level technical description of this platform and illustrates how it can act as the foundation not only for IP communications, but for comprehensive process automation in organizations of all types and sizes.

In this business environment, strong authentication-using multiple factors to ensure users are indeed who they claim to be-is vital. As they evaluate the alternatives, many organizations are opting to use SMS authentication, which offers a mix of convenience and security that make it ideally suited to many usage scenarios. Read this white paper to find out more!

Read why post-call IVR surveys are an effective low-cost method for measuring your customers' satisfaction, and how 10 best practices based on the American Customer Satisfaction Index™ (ACSI) published annually by the University of Michigan significantly improve the make-up of a survey and the reliability and usability of survey data.

Fixing dysfunctional service-related processes requires addressing four general problem areas first. Read how to identify and fix those areas, and service will consistently exceed customer expectations.

Read how CCM is most valuable when insurers take a holistic approach, which allows them to create enterprise-wide flows of information from all voice and data communications, and generate structured as well as unstructured data via a wide range of channels.

This new smith+co white paper explores the importance of the customer experience and the role of technology in creating, nurturing and strengthening customer relationships with every single interaction.

This new white paper explores the strategic role first-contact resolution plays in support environments, provides best practices for optimising performance and outlines steps for achieving consistent FCR.

Looking back to the first iterations of travel Web sites, we can appreciate just how far technology has come. As advancements like high-speed connections began to replace the now archaic dial-up experience, consumers adjusted their expectations and demands of the companies they patronized. To gain a deeper understanding of the status of travelers' current online expectations, Akamai commissioned PhoCusWright to conduct a study examining key elements of the online consumer experience.

The recent economic downturn has created some formidable challenges for the retail banking industry. Fraud and identify theft are on the rise, costing banks big money and raising customer concerns about security.

This new white paper examines key challenges facing customer support organizations and explores the many advantages of collaborative remote support, including ad hoc training, faster first-contact resolution and an improved customer experience.

The designation of the H1N1 flu virus as a pandemic by the World Health Organization (WHO) should, once again, prompt organizations to revisit their business continuity planning processes.