Customer Service White Papers

Customer Service is the provision of labour and other resources, for the purpose of increasing the value that buyers receive from their purchases and from the processes leading up to the purchase. With the rising dominance of the service sector in the global economy, customer service has grown in importance, as its impact on individuals, households, firms, and societies has become widespread.
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By:     Published Date: Jul 29, 2015

In this first ever addition to CRM magazine’s Best Practices series, we take a look at innovations driving this important area of the contact center.

Tags : crm, workforce management, workforce optimization, customer service best practices, call center management, customer service, ebusiness, productivity
By:     Published Date: Jul 15, 2015

The overwhelming success of’s AppExchange Marketplace has also made it more difficult for partners trying to gain visibility in their respective categories. Now you can make your case directly to the readers of CRM magazine in this ever-popular Best Practices Guide. This Best Practices topic will focus on AppExchange Solutions for Sales & Marketing.

Tags : crm, appexchange, customer service, customer interaction service, marketing automation, sales automation, collaborative commerce, customer experience management
By:     Published Date: Jun 24, 2015

CRM magazine has always focused on customer service as one of the most important customer-facing areas of an organization. In this special Best Practices guide, we ask contributors to offer our readers guidance on how to best achieve a customer service strategy that both increases customer satisfaction and benefits the organization.

Tags : crm, customer interaction, customer satisfaction, customer service, best practices, customer interaction service, customer relationship management, ebusiness
By:     Published Date: Jun 10, 2015

Delivering great customer experiences depends on consistency, accuracy, and convenience and this roundtable will focus on how to create and support a call center that balances inbound, outbound and intelligent call routing to make the most of the voice channel.

Tags : call center, call center routing, inbound ivr, ivr, ip networks, ip telephony, call center management, customer interaction service
By:     Published Date: May 20, 2015

In the Best Practices Guide, we try to educate our readers on how to build a VoC (Voice of the Customer) strategy that can provide meaningful results and help accomplish strategic goals.

Tags : voc, voice of the customer, customer service, customer satisfaction, best practices, customer interaction service, customer relationship management, collaborative commerce
By:     Published Date: Apr 15, 2015

Managing the sum of all Customer Experiences is daunting, but that is the stated task at hand. In this Roundtable Webcast discussion, you will hear from four experts in the field who will help you map your customers' journeys and your organization's ability to deliver a superior customer experience.

Tags : convergys, customer experience, customer service, customer journey, crm, customer interaction service, customer satisfaction, ebusiness
By: Kronos     Published Date: Mar 09, 2015

Learn how Kronos has helped North Shore LIJ automate their labor allocation which now allows them to react to staff shortages more quickly than ever before.

Tags : kronos, labor management, staffing, staff shortage, hospital staff, customer service, enterprise resource planning, workforce management
By: LogMeIn     Published Date: Jan 12, 2015

This report, based on the survey results with nearly six thousand respondents across ten countries, sheds light on important questions about effective mobile engagement.

Tags : effective mobile engagement, engaging with the mobile user, boldchat, logmein boldchat, customer relationship management, customer satisfaction, customer service
By: LogMeIn     Published Date: Oct 10, 2014

This report outlines the business value and best practices of integrating the contact center with omni-channel programs in order to deliver a seamless customer experience across multiple touch-points.

Tags : logmein customer service technology, intergrated contact center, customer experiences, customer technology, contact center, customer interaction service, customer relationship management, customer satisfaction
By: Corvisa LLC     Published Date: Feb 13, 2015

This whitepaper presents new study findings on current consumer hot buttons, identifies what’s still broken when it comes to customer service, and highlights the industries and businesses that know how to get it right.

Tags : customer interaction, contact center, customer service, customer satisfaction, call center management, call center software, customer interaction service, customer relationship management
By: LogMeIn     Published Date: Jan 12, 2015

This IDC Technology Spotlight discusses the trends of the 3rd Platform and the role that LogMeIn Rescue plays in addressing the challenges they pose.

Tags : remote support software, logmein rescue, trends of the 3rd platform, mobile computing, mobile data systems, mobile workers, smart phones, wireless application software
By: BI WORLDWIDE     Published Date: Dec 22, 2014

Every day, people are showing up to work for your channel partners. Some of those people are disengaged, which can have a significant impact on your ultimate success as a manufacturer or franchisor. Engaged channel employees deliver better customer experiences, stay longer with their employer and are more willing to talk their employer up as a great place to work. You’ve worked hard to develop outstanding products and services that are being distributed through your channel. Don’t let disengaged employees put your brand at risk. Download our article to learn how to drive and sustain engagement among your channel employees.

Tags : customer loyalty, loyalty program, customer engagement, brand loyalty, brand advocacy, channel engagement, channel incentives, channel loyalty
By: BI WORLDWIDE     Published Date: Dec 22, 2014

As a manufacturer, your uncontrolled distribution channel has a lot of places to focus their attention. So how do you break through the clutter? Reward and recognition programs have long been used to engage channel partners and align their activities with manufacturers’ goals. Applying behavioral economics to your program design will drive extra focus and effort. Learn ten best practices to follow when designing your next channel reward and recognition program.

Tags : customer loyalty, loyalty program, customer engagement, brand loyalty, brand advocacy, channel engagement, channel incentives, channel loyalty
By: BI WORLDWIDE     Published Date: Dec 22, 2014

The current loyalty program environment is challenging but rife with opportunity. Many poorly designed programs are driving loyalty fatigue and mercenary loyalty. However, there are more loyalty memberships than ever before and those companies that are successful in driving engagement and true loyalty are experiencing significant returns. The programs that “get it right” and earn genuine loyalty don’t just repurpose an old tactical model or copy the competition – they are unique and create or reinforce differentiation in the marketplace. Learn how to design a loyalty program that focuses on the entire lifecycle of a customer.

Tags : customer loyalty, loyalty program, customer engagement, brand loyalty, brand advocacy, channel engagement, channel incentives, channel loyalty
By: Trustpilot     Published Date: Nov 13, 2014

Concerns about online reviews are invariably based on misconceptions that don't hold up when faced with reason. This whitepaper lists some of the most common myths holding businesses back from embracing the true power of online reviews.

Tags : trustpilot, online reviews, customer feedback, customer service, reviews, sales, customer interaction service, customer satisfaction
By: Bazaarvoice     Published Date: Nov 05, 2014

This paper explores what authenticity really means to consumers, and how brands can deliver it, every time. Includes best practices for companies that collect and display reviews, handling employee reviews, and how dubious practices can harm your business.

Tags : bazaarvoice, customer loyalty, authemticity, customer relationships, authentic users, generated content, best practices, inauthentic practices
By: Bazaarvoice     Published Date: Nov 05, 2014

Consumers discuss your brand on Facebook, Twitter, and Instagram. Learn how to harness this wealth of social media content, and display it right where it can go to work delivering engagement, trust, and conversion: your website.

Tags : bazaarvoice, social curation, engagement, proliferation, social channels, social content, customer feedback, drive engagement
By: Bazaarvoice     Published Date: Nov 05, 2014

In this new whitepaper, we’ll show you how banks that embrace this social opportunity are deepening relationships with customers and driving business. We’ll share tips and success stories of retail banks.

Tags : bazaarvoice, social media, retail banking, customer conversations, drive acquisition, retention, innovation, retail banks
By: Bazaarvoice     Published Date: Nov 05, 2014

Consumer reviews can have an impact on sales, but did you know that negative reviews can actually improve purchase intent? The linchpin: How brands respond. Read new research about the power of responding to consumers.

Tags : bazaarvoice, index volume 6, relationships, increase sales, responsive brands, recommended improvements, bottom line, commercial relationships
By: CA Technologies     Published Date: Oct 22, 2014

This paper outlines why legacy service desks and even newer platforms have not delivered on expectations, it describes the requirements for a service desk solution to be truly effective in today’s business environment and it details how CA Cloud Service Management delivers on these key requirements.

Tags : service desks, service management platforms, service desk solutions, failing service desks, saas, mobile computing, mobile data systems, customer interaction service
By: Dyn     Published Date: Oct 16, 2014

Web presence is now a required option for customers accessing a business’s products and services. But more than just an option, web pages have become the face of most companies to the public. Learn how can you take control of the Internet effect on your company’s web presence through Internet monitoring, analysis and planning.

Tags : dyn, internet visibility, web infrastructure, web presense, customer service, online business, internet performance, network performance
By: LogMeIn     Published Date: Oct 10, 2014

This research report tackles important questions to help effective mobile engagement.

Tags : effective mobile engagement, consumer expectations, customers empowered by mobile, logmein rescue, mobile computing, mobile data systems, mobile workers, customer interaction service
By: Vindicia     Published Date: Sep 23, 2014

Vindicia has witnessed numerous best practices working with innovative digital businesses and noticed that companies that communicate the most effectively tend to follow three key practices consistently. This ebook give you three essential communication practices.

Tags : communication lifecycle, social network, communication practices, recurring billing, customer communication, consumers, digital goods, promotional offers
By: Vindicia     Published Date: Sep 23, 2014

Vindicia sheds light on the factors that affect the selection of business models, including pricing, packaging, and promotions and shares insights about how the way you bill customers can affect revenue today.

Tags : digital services, subscription, freemium, microtransactions, digital business model, digital subscription, subscription submodels, subscription best practices
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