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The Contact Centers For Customer Service Playbook For 2019

Transform The Contact Center For Customer Service Excellence

Customer service is at a tipping point. Customers contact enterprises more often and via more channels; they shift between channels seamlessly and even use multiple channels simultaneously....

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  • Webinar How To Use Video To Support Customer Service And Experience

    August 8, 2017 | Nick Barber

    If you're not using current visual engagement technologies, you're missing an opportunity to drive revenue, decrease dispute resolution time, and increase customer satisfaction. The growing visual...

  • Webinar 2016 Trends For Customer Service

    February 2, 2016 | Kate Leggett

    Customers know what good service is and demand it from each interaction they have, over any channel or touchpoint that they use. But customer service organizations continue to struggle with...

  • Webinar Fight Fraud And Offer A Better Customer Experience With Voice Biometrics

    May 18, 2015 | Andras Cser, Heidi Shey

    Determined fraudsters today bypass security measures like passwords and knowledge-based authentication, and they use social engineering to collect credentials to take over victims' accounts....

  • Report Smart Computing Fuels Biometrics Growth

    How Biometrics Enable Smart Computing Solutions
    July 7, 2010 | Heidi Shey

    Biometrics is already a growing market today in a variety of applications. Smart Computing will help to fuel biometrics growth as smart applications call for a greater level of security and...

  • Report Real-Time Analytics For Contact Centers

    Do You Know What Your Customers Are Thinking?
    March 25, 2010 | Elizabeth Herrell

    Although contact centers and customer support managers collect data on their agents' performance, too little information is known about what their customers are experiencing during an interaction....

  • Report TechRadar™ For BP&A Professionals: The Extended CRM Application Ecosystem, Q3 2009

    Social Applications Stimulate Innovation But Sales, Order Management, And Service Hold The Keys To Your Revenue Engine
    July 9, 2009 | William Band

    Locking in customer loyalty through deeper engagement and differentiated experiences will continue to be critical priorities for organizations in all sectors in the decade ahead, but navigating the...

  • Report Enhance Your Product Strategy With Convenient Customer Service

    June 22, 2009 | Doug Williams

    Customer service has become an integral part of product strategy, and, as such, it should now be a primary concern of consumer product strategy professionals. Customer service has also grown more...

  • Report Best And Worst Of Phone Self-Service Design, 2009

    Forrester Applies Its IVR Review Methodology To 16 Major Firms
    May 20, 2009 | Adele Sage

    Forrester applied its IVR Review methodology to the phone self-service experiences at 16 US firms — four each of the largest auto insurers, discount retailers, footwear manufacturers, and online...

  • Webinar Best And Worst Of Phone Self-Service Design, 2008

    November 13, 2008 | Adele Sage

    Forrester applied its IVR Review methodology to the phone self-service experiences at 16 firms — four each of the largest airlines, banks, department stores, and MP3 player manufacturers....

  • Report Best And Worst Of Phone Self-Service Design, 2008

    Forrester Applies Its IVR Review Methodology To 16 Major Firms
    August 15, 2008 | Adele Sage

    Forrester applied its IVR Review methodology to the phone self-service experiences at 16 firms — four each of the largest airlines, banks, department stores, and MP3 player manufacturers. Among the...

  • Report How To Select A Contact Center Outsourcer

    Evaluate Both The Outsourcer's Market Position And Vertical Experience
    March 18, 2008 | Elizabeth Herrell

    If you're selecting a contact center outsourcer, you'll need to look much deeper than a vendor's ability to provide customer support services. Consider a business partner with experience and...

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