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  • Seven Blueprints for Contact Center Modernization

    Sponsored by: Genesys

    Businesses are quickly realizing the value of customer experience and modernizing the contact center in order to improve customer retention and satisfaction. Contact center modernization involves transitioning from a closed, proprietary call center to a multi-channel, IP-centric contact center.

  • Cancel Out the Noise! Three Capabilities Every Speech and Text Analytics Solution Should Offer

    Sponsored by: Genesys

    Interaction analytics can help contact center agents expose critical insights buried in customer interactions. Unfortunately, traditional analytics tools lack the capacity, accuracy, and integration needed to truly extract meaning from conversations. So what should you look for in an effective interaction analytics solution?

  • 5 Steps to Serving Customers in a Mobile World

    Sponsored by: Aspect

    Today's businesses need to connect with their customers wherever they are -- and that's often on mobile devices. Effectively implementing a mobile-friendly strategy is more than just adopting the necessary contact center technology -- it's about building and maintaining customer relationships in a multi-dimensional way.

  • An Introduction to HP's Site Visit Program

    Sponsored by: Hewlett-Packard Limited

    Site visit programs play a critical role in any successful outsourcing initiative. This on-demand webcast describes key features of an effective site visit program.

  • Multi-channel Self-service for Telecommunications Businesses

    Sponsored by: Aspect

    For the telecommunications (telco) industry, product and price advantages are difficult to maintain, so it often boils down to customer service. To achieve competitive advantage, telco companies have to provide top-notch service to customers demanding 24/7 service via a multitude of channels -- but how?

  • Multi-channel Self-service for Insurance Businesses

    Sponsored by: Aspect

    Customer relationship management (CRM) is more important than ever before for all businesses, especially customer-centric ones such as those in the insurance industry. When your customers expect to reach you on their terms, via the channels of their choice, will you be ready?

  • HP's Industrialised Delivery System

    Sponsored by: Hewlett-Packard Limited

    This on-demand webcast explores how your organization can achieve the true scale of outsourcing with industrialized delivery.

  • HP's Industry Leading Offshore Capability

    Sponsored by: Hewlett-Packard Limited

    This on-demand webcast introduces an industry-leading offshore capability designed with a new age of people and applications in mind.

  • The World of User Experience Design

    Sponsored by: Hewlett-Packard Limited

    In this on-demand webcast, learn what makes for an effective user experience and discover how the right user experience design service can help you find success.

  • Building a Business Case for Salesforce Analytics

    Sponsored by: Indicee

    Consult the following white paper to learn how to identify whether or not you should consider an analytics extension to Salesforce and how you can improve your overall solution.

  • The WOW Guide to Self-Service Support

    Sponsored by: (A Salesforce Company)

    This valuable guide describes why customers are demanding effective self-service support options and offers recommendations to help you get started.

  • Self-Service Support For Fast Growing Companies

    Sponsored by: (A Salesforce Company)

    This comprehensive guide reveals the business drivers for self-service support and describes how this strategy fuels customer experience excellence.

  • Guide to Winning Sales Every Time: Use These Insights to Radically Change Your Sales Behavior

    Sponsored by: Salesforce

    The Internet has drastically changed the nature of buying and selling, and customers are empowered with more information before they even contact your business. So what does successful selling look like in today's modern tech landscape?

  • User experience: Can your apps increase your value?

    Sponsored by: Hewlett-Packard Limited

    In this brief on-demand video, John McCarthy – Vice President and Principal Analyst at Forrester Research – explains how organizations can increase their value by delivering a great user experience.

  • Six Keys to Small Business Success

    Sponsored by: Salesforce

    Small business owners all want to grow their business, and they create products, buils awareness, and target market in order to do that. But are you overlooking the role that technology can play in growing your small business?

  • User experience: is it just a 'nice to have'?

    Sponsored by: Hewlett-Packard Limited

    In this brief on-demand video, John McCarthy – Vice President and Principal Analyst at Forrester Research – explains why user experience is at the core of systems of engagement.

  • Consumer Satisfaction Benchmarking Report

    Sponsored by: Aspect

    In this comprehensive report, explore the results of a survey conducted by Vanson Bourne about the current state of customer satisfaction in the UK. Get an inside look at what consumers expect from businesses, how they choose to interact with them, and changing perceptions of customer service.

  • Multi-channel Self-service for Financial Services

    Sponsored by: Aspect

    This resource will show you how multi-channel self-service can help you provide consistent, personalized, and integrated customer service across all channels, including mobile web, text, mobile apps, and social media.

  • Tips for Sales Success: A Step-by-Step Guide

    Sponsored by: Salesforce

    Selling your product or service isn't always easy, no matter how great it may be. Sales reps need the right knowledge, skillset, and attitude to make a sale -- does your team make the cut?

  • Manage it all, better - HP Mobility Solutions for SAP

    Sponsored by: Hewlett-Packard Limited

    The following white paper explores the new mobility trend and how it is transforming the way retailers do business. Uncover the technology that makes handling the shift easier by allowing businesses to create unique functionality with retail websites and more.

  • How to Rock Your Qualify Prospects Sales Goals

    Sponsored by: Salesforce

    "That old way of qualifying is over," says Jeffrey Gitomer, best-selling author of The Sales Bible and The Little Red Book of Selling. So how exactly do you qualify in the age of the empowered customer, without feeling like a used car salesman?

  • 7 Things Retailers Should Know About Multi-channel Self-Service

    Sponsored by: Aspect

    Businesses across all industries are realizing the importance of incorporating multi-channel self-service into their contact center strategies, especially retailers. As of a 2012 research report, over 93% of retailers had implemented some sort of self-service -- and that percentage can only increase.

  • Contact Center's Strategic Role Within Broader CEM Initiatives

    Sponsored by: Five9

    This expert e-guide provides best practices for connecting the contact center and IT departments for stronger collaboration and overall CEM success.  Learn more about the strategic role the contact center can play in overall CEM initiatives by reading now.

  • Contact Center: Mobile Apps and KPI to Boost Customer Satisfaction

    Sponsored by: Five9

    In this expert e-guide, explore the emergence of mobile contact center apps for creating a better customer experience.   You'll also discover best practices for cutting through copious contact center data with key performance indicators (KPI).

  • From Social Media to Social CRM: Reinventing the Customer Relationship

    Sponsored by: IBM

    Access the following white paper to uncover the steps to building a social CRM strategy—who needs to be part of the strategy, how to evaluate the customer relationship control, and more.

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