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White Paper Employee experience: How consumer expectations are shaping the workplace
The ubiquity of apps and service across many channels—phone and email, but also chat and platforms…
White Paper Quantifying the business impact of customer service
Customers demand more instantaneous, personalized attention, and companies are leveraging new technologies that go beyond traditional…
White Paper Quantifying the business impact of customer service in Australia
Customers demand more instantaneous, personalized attention, and companies are leveraging new technologies that go beyond traditional…
White Paper Quantifying the business impact of customer service in Singapore
Customers demand more instantaneous, personalized attention, and companies are leveraging new technologies that go beyond traditional…
White Paper Why omnichannel support is no fairytale
Omnichannel may feel like a trend or the tech topic of the day, but make no…
White Paper Agility and the total cost of the customer experience
Introduction Total cost of ownership (TCO)—it’s a deceptively straightforward term for a complex, rapidly evolving landscape.…
White Paper Your customer base is expanding—is your self-service scaling with it?
The start of a new chapter of your business, whether you’re moving upmarket or adding products…
White Paper How live chat helps businesses and consumers
Shopping, paying bills, looking for information, getting advice, answering questions: If you do almost anything online…
White Paper Key benefits of integrated phone support
Despite the rise of newer channels like social media and email, many customers still prefer the…
White Paper Rethinking customer service skills for the new era of retail
Customer experience is a front-and-center variable in the retail industry’s ongoing evolution. While experience-focused leadership positions…
White Paper Fairness in the customer relationship
Win with fairness—strengthen your customer relationships The concept of fairness is essential to the relationship between…
White Paper Team up on self-service with Team Publishing
The key to a great self-service experience for your customers is having great content. In order…
White Paper Improve customer experience KPIs with sales and support alignment
Customer experience is rapidly overtaking product and price as the most important differentiator for a business.…
White Paper Why your business needs the Science of Sales
Sales success has traditionally been considered an art, honed by sales veterans over years of deals…
White Paper SFA software evaluation template
Knowing that not all SFA solutions are created equal, this template is designed to help you select the right SFA for your business
White Paper Gartner’s Customer Engagement report
With the many available CEC options to research and choose from, it can be challenging to…
White Paper Why your business needs a sales CRM
With so much money and time invested in sales growth, why are sales leaders still falling…
White Paper Forrester: Transform the Contact Center for Customer Service Excellence
The belief that “strong contact centers are an opportunity for success” has provoked shared sentiments amongst…
White Paper Gartner’s 2017 Magic Quadrant for CRM | Zendesk
In this report, Magic Quadrant for the CRM Customer Engagement Center 2017, Gartner examines the global…
White Paper Customer service: turning transactions into relationships
Customer service has never been easy. Over the years it has only become more complex and…