Customer Service (General) 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

With 89% of consumers avoiding doing business with companies they do not believe protect their privacy online, trust and personalisation is vital. Read to find out how to find out the basics, the roadblocks, how to avoid looking “creepy” and how to go about getting sophisticated personalised sites. VIEW SUMMARY

Operations and customer services are the heart and soul of any field service company. A key aspect of this work is making sure your customer service department is efficient. This eBook explains the challenges faced by field organisations and how to increase operational efficiency and productivity. 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

10% of retail IT professionals experience downtime of their POS systems on a daily basis. The availability of your POS systems means the difference between making a sale or losing business to a competitor. This paper presents the top ten IT management pain points in retail environments. 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

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

Today’s contact centre must be at the very heart of everything that happens in an organisation, and relationships to all other areas must be fully understood, and integrated. If done right, employee satisfaction, headcount turnover and customer satisfaction will greatly improve. VIEW SUMMARY

Customer centricity is the key to success in a globally competitive marketplace. A company only exists because of its customers. The phone remains one of the most effective ways to make contact with decision makers. How do we identify those that are ready to buy and fast track them to sales? VIEW SUMMARY