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Customer Experience Happens In The Contact Center
White Papers The contact center's role in a customer experience management strategy cannot be underestimated. Consumers perceive that a company's ability to respond to a problem or request has a higher influence on an excellent experience than any other attribute.
[July 25, 2006, 3:16]
Customer Experience Management (CEM) Technology: What, Why, And How Does It Work
White Papers Customer Experience Management (CEM) Technology delivers a significant improvement in company profitability and effectiveness by allowing companies to target desired information from customers and leverage a unified, actionable view of customer...
[July 20, 2006, 10:30]
Think Of Customer Service Automation As A Means Of Improving The Customer's Experience
White Papers The inherent problem with many of these process and technology trends is their company-centric bias; they improve productivity or throughput but rarely improve the customer's perception of the resolution experience.
[July 7, 2006, 1:00]
Stop Random Acts Of CRM: Delivering A Seamless Customer Experience
White Papers It explores how random acts of CRM damage the customer experience and drain companies’ pockets. To address these challenges, the paper outlines technological and strategic best practices for eliminating random acts of CRM and improving the customer...
[June 30, 2005, 3:00]
Retail Music Giant Uses Windows XP Professional For Value-Added Customer Experience To Drive Sales
White Papers When Virgin Megastores completes its Microsoft Windows XP Professional deployment to in-store product information kiosks the company expects significant performance improvements to dramatically improve customer’s value-added shopping experience.
[December 5, 2003, 23:00]
Delivering The Total Experience: The Customer-Centric Store
White Papers The customer-centric store can deliver a superior shopping experience, resulting in higher customer satisfaction, more frequent shopping visits and a larger wallet-share. This white paper examines the four imperatives needed to create a customer...
[August 3, 2007, 10:32]
The Wireless Customer Experience
White Papers As hundreds of millions of investment dollars flow into the fast-growing wireless industry, we notice that most wireless companies seem to have forgotten the single most important factor in their success: the customer experience.
[December 26, 2003, 6:39]
Creating A Better Customer Experience With IP-Based Contact Centers
White Papers You'll learn how Ocwen is using IP-based contact center solutions to develop new business processes and a suite of technology-enabled services that have transformed the company, created a better overall customer experience and enhanced its...
[October 6, 2008, 1:21]
Wolters Kluwer Improves Internal And External Customer Experience With Internet Business Solution
White Papers This powerful solution improved Wolters Kluwer's ability to create new market opportunities and cross- sell to its entire customer base. The e-commerce experience for customers within the North American division of Wolters Kluwer was inconvenient...
[May 21, 2004, 0:00]
Driver Or Passenger?: How Successful Marketers Navigate The Customer Experience
White Papers This webcast focuses on marketing's difficult task of keeping a hand in the multitude of concerns that truly formulate the customer experience, rather than being pigeon holed into a simple MarCom role.
[May 12, 2007, 1:00]
Live Webinar: Enhance Customer Experience And Increase Employee Productivity With Google Enterprise Solutions For Retail
White Papers However, in the existing maze of technologies, finding simple solutions to enhance customer experience or to increase internal productivity can be quite challenging. Solutions to Enhance Customer Experience:
[April 7, 2008, 16:46]
Why Your Customer's Experience Holds The Key To Your Company's Future: How To Tap Into And Manage This Most Valuable Resource
White Papers To graduate to the next level of success, companies must engage in Customer Experience Management (CEM) to identify areas of opportunity for improving the customer experience. While most organizations focus on the 4 Ps of marketing, a focus on the...
[May 12, 2007, 1:00]
QoS, QoE & Total Customer Experience
White Papers Because MICE services are critical to business success, organizations of all sizes are evolving to an enlightened, business-focused method of choosing network services and service providers called Total Customer Experience (TCE).
[October 24, 2007, 1:00]
Improving The Customer Experience With Service-Oriented Architecture
White Papers To help ensure a positive and consistent customer experience and keep loyal renters coming back time and again, Avis Budget's technology team implemented a new infrastructure to support all customer contact channels-call centers, airport rental...
[May 31, 2008, 1:01]
Debating Forum Organises Events More Effectively And Enhances The Customer Experience
White Papers In addition, the new system enhances the customer experience. Nueva Economia Forum is an independent, non-partisan organisation that fosters economic, social, and political debate in Spain. Its events attract leading politicians and community...
[January 11, 2007, 0:00]
Master Data Management For Retail: Use Your Information To Improve Customer Experience
White Papers IBM solutions and retail industry experience help each client accelerate its progress in becoming an On Demand Business - so it can respond with flexibility and speed to virtually any customer demand, market opportunity or external threat.
[April 26, 2007, 1:00]
Dell Focuses On Delivering A Superior Customer Experience With PeopleSoft Online Marketing
White Papers With multiple tools, customer databases, and platforms across multiple continents, it was difficult for Dell's Global Email Services team to deliver on the company's corporate vision of delivering a consistent experience to its many global...
[April 4, 2008, 5:57]
Add SIP To Your Contact Center And Create A Breakthrough Customer Experience
White Papers One can use SIP - Session Initiation Protocol - to tap into the power of multimedia collaboration and allow the business to create a breakthrough customer experience. Going forward, it's likely that SIP will be essential to every stage of customer...
[September 15, 2007, 1:01]
Buyer's Guide: IBM Customer Experience Solutions For Midsize Business
White Papers To be competitive in today's marketplace, growing businesses must not only attract new customers but they must build customer loyalty by providing a superior customer experience. Customers are at the core of your business.
[April 11, 2008, 8:32]
The Customer Experience Blueprint: How To Achieve Measurable Business Results
White Papers Siebel Systems has created the Customer Experience Blueprint to do just that - it is an easy-to-follow, six-step plan that enables you to align your people, processes, and technology to transform the experience your customers have with your company.
[August 2, 2005, 6:00]
