Customer Experience Management (CEM) White Papers

In today’s connected world, the big demand to be online and responsive for customers makes the delivery of an integrated, consistent and high quality customer experience difficult. Watch to find out how the Cloud now offers the full range of solutions/services to support customer service operations. VIEW SUMMARY

Help desks are there for when issues arise and clients need a problem resolved; they become the first point of contact. This guide highlights the 5 top reasons why you should implement a help desk, the benefits of having one as well as top tips for if you already do. VIEW SUMMARY

Customers are taking to complaining over the Internet, so how do you manage what they are saying about your business? Furthermore, the customer relationship management of many companies is spread across multiple departments. This lack of integration costs money and can lead to poor customer service. VIEW SUMMARY

Digitally savvy companies have to manage a growing set of web experiences. However, the willy-nilly addition of standalone sites means customers are bombarded by mixed messages and disconnected sites. A consistent platform for content delivery across multiple web experiences will enrich their usage. VIEW SUMMARY

UK businesses have worked hard to drive incremental improvements in cost and efficiency over the past few years but many have hit a wall. There is a need for a fundamental new approach to every aspect of business. This paper lays out the opportunities for change and the ROI that can be achieved. VIEW SUMMARY

This collection of articles focuses on a number of hot topics for 2013, including: complexity, web and mobile user experience, big data and the application lifestyle. Read to find out an insight into the key application performance issues and challenges organisations will face in 2013. VIEW SUMMARY

Mobility, big data, cloud computing and social media are shifting the way customers and brands engage with each other, causing customer expectations to change too. This paper details 10 discussion points concerning customer service challenges, and considerations about the future of customer service. VIEW SUMMARY

In relation to call centres, a survey uncovered that those rating phone service as ‘poor’ or ‘very poor’ almost trebled between 2003 and 2010. A lack of personalised contact makes customers irritated and disengaged. Read this white paper for tactics for personalising customer experience. VIEW SUMMARY

Customers are becoming increasingly demanding when it comes to contact centres, but setting up and maintaining them is expensive and demanding, and many companies do not use the systems they have in the most efficient way. So, read this paper for 20 reasons to host your contact centre in the cloud. VIEW SUMMARY

Call centres have been forced onto the back foot during most of their relatively short history. Customer service is of strategic importance, however. Read this white paper to find out why customer insight matters. VIEW SUMMARY