CRM Whitepaper: Learn about speech recognition solutions

Type: Whitepaper
Author: Datamonitor, Sponsored by Avaya, Cisco et al.
Length: 20 pages
Cost: Free. Registration required.
::: An introductory guide to speech recognition solutions
It was not long ago that speech recognition was considered fit only for the realms of science fiction; yet today it is a commercially viable value-enhancing technology solution for customer care services.
Each day, around the [...]

CRM Whitepaper: Perfecting customer interaction experience

Type: Whitepaper
Author: Ken Landoline, Yankee Group
Length: 8 pages
Cost: Free. Registration required.
::: The perfect customer interaction experience – how do you achieve it? :::
Contact centers operate with multiple channels of communication with their customers; these include voice, web, chat, fax, and email. Customer sales, support and service assistance staff need to be there for the customers. [...]

CRM Whitepaper: Customer Relationship Success

Type: Whitepaper
Author: Sheryl Kingstone, The Yankee Group
Length: 8 pages
Cost: Free. Registration required.
Customer Relationship Success – It demands insight
This whitepaper touches upon the importance of actionable data – one that offers managers true insight about aspects in the value chain that they can better so that customer relationships improve.
An incredible 85% of businesses opt for CRM [...]

CRM Whitepaper: Zero Contact Resolution

Type: Whitepaper
Author: Steve Daines, RightNow Technologies
Length: 10 pages
Cost: Free. Registration required.
Zero Contact Resolution – How to keep customers and build great brands
First Contact Resolution (FCR) has for years been used as the standard metric for measuring contact center performance. For all their usefulness, FCR has limitations, for example you do not get an accurate idea [...]

CRM Whitepaper: Knowledge at the Point of Action

Type: Whitepaper
Author: RightNow Technologies
Length: 11 pages
Cost: Free. Registration required.
Knowledge at the Point of Action– Six Ways to Make Sure Your Customers Love your Company
This whitepaper elaborates on the six best ways to ensure that your customers keep coming back to you. The key is customer experience which offers a good indication of the strength of [...]

CRM Whitepaper: Making Customer Experience a Reality

Type: Whitepaper
Author: Strativity Group, Sponsored by RightNow Technologies
Length: 11 pages
Cost: Free. Registration required.
::: Making Customer Experience a Reality – Five Steps from Vision to Execution :::

This whitepaper distills the five steps, from vision to execution, to better align your organization with your customers.
Customer experiences are true indicators of corporate health and brand strength; driving revenue [...]

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