White Paper

Latest stories Page 4

Employee experience: How consumer expectations are shaping the workplace 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…

Quantifying the business impact of customer service 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…

Quantifying the business impact of customer service in Australia 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…

Quantifying the business impact of customer service in Singapore 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…

Why omnichannel support is no fairytale White Paper

Why omnichannel support is no fairytale

Omnichannel may feel like a trend or the tech topic of the day, but make no…

Agility and the total cost of the customer experience 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.…

Your customer base is expanding—is your self-service scaling with it? 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…

How live chat helps businesses and consumers 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…

Key benefits of integrated phone support White Paper

Key benefits of integrated phone support

Despite the rise of newer channels like social media and email, many customers still prefer the…

Rethinking customer service skills for the new era of retail 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…

Fairness in the customer relationship White Paper

Fairness in the customer relationship

Win with fairness—strengthen your customer relationships The concept of fairness is essential to the relationship between…

Team up on self-service with Team Publishing 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…

Improve customer experience KPIs with sales and support alignment 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.…

Why your business needs the Science of Sales 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…

SFA software evaluation template 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

Gartner’s Customer Engagement report White Paper

Gartner’s Customer Engagement report

With the many available CEC options to research and choose from, it can be challenging to…

Why your business needs a sales CRM 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…

Forrester: Transform the Contact Center for Customer Service Excellence 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…

Gartner’s 2017 Magic Quadrant for CRM | Zendesk 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…

Customer service: turning transactions into relationships White Paper

Customer service: turning transactions into relationships

Customer service has never been easy. Over the years it has only become more complex and…