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Featured E-Handbooks

  • Start modernizing customer relationship management systems today

    If you were asked to define either an on-premises or hosted contact center, could you? Don't fret if you can't: Many professionals don't know the difference between the two. Choosing between the two different systems, however, is one of the most important decisions when implementing a contact center. And new technologies, increased customer expectations and social media-based customer service are further complicating the choice.

    A move away from a legacy contact center system can alleviate pain, improve employee satisfaction and customer service, and save your company money. Confused where to begin? This three-part guide is a good start. Inside, SearchCRM writers explore the key differences between a hosted and an on-premises contact center. Former Site Editor Lena J. Weiner drills down on the pros and cons -- and specifically, the myriad responsibilities -- in an introduction to each system. Next, reporter Christine Parizo takes a hard look at the legacy systems in contact centers. With some observers today advocating a mix and match of new and old technologies to deal with customers, it's no simple task deciding which systems will remain. To close, Lauren Horwitz, SearchCRM's executive editor, points to some of the newest trends in contact center technology -- specifically, changes to contact center strategy wrought by social media-based customer service.

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  • Contact center technology today requires a new approach

    Managing customer relationships today is about a whole lot more than a weekly newsletter and a few phone lines. Organizations ahead of the curve have accepted this rule, drilling down on customer experience management strategies designed to deal with the multitude of communication channels available to customers. It's not just about about the technology -- though, that is an important part of CEM. Successful customer service is also about strategy: how to ensure customers are satisfied at each and every point of contact, whether it's via smartphone, tablet, email or social media.

    This three-part guide will focus on the steps that companies need to start making to keep up. We kick off with a guide to forming a successful e-commerce strategy -- starting with six key factors that can make or break a customer's shopping experience and, ultimately, your business. Next we examine the "outside-in" approach to contact center technology -- putting yourself in the customer's shoes and making the technology they use to contact you as simple as possible. We close with a look at where tomorrow's CEM technology is heading.

    Download Now

Other E-Handbooks available for free to our members

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      • The more the merrier: Customer service goes multichannel

        Multichannel marketing means allowing customers to have conversations on their terms, at their convenience and using the channels -- phone, email, chat, text -- that make the most sense to them. At least one study says that customers of companies with multiple communication channels spend 30% more than customers of companies with just one channel, such as a call center. So there's a huge incentive to go multichannel. It's not a matter of when, but a matter of how.

        Why branch out? To put it simply: Making it easier for customers to get in touch can boost both sales and customer satisfaction. This handbook aims to show users and IT professionals alike how to accomplish that. There's expert advice on determining which communication channels to harness to effectively and easily reach customers. By looking at new methods of multichannel marketing -- mobile apps, interactive sites, augmented reality -- readers can pinpoint the first steps to a successful multichannel communication strategy.

        View E-Handbook
      • How to fine-tune your contact center

        Call centers can easily fall behind the times with old software, metrics and strategies, so companies need to be forever looking ahead -- toward technologies that fit a multichannel world. In this handbook, readers find detailed explanations of the latest call center technologies as well as insight on call center management -- including schedule and workforce management.

        View E-Handbook
      • CRM data migration best practices

        In this handbook, readers will discover methods on how to avoid big mistakes during data migration. Additionally, readers will be informed of what data should move -- and when -- to a new or upgraded system and whether to migrate data for a system upgrade.

        View E-Handbook
      • The new contact center metrics: Putting them to work

        There is added pressure for contact center agents today, with customers armed to the teeth with devices to connect with businesses- from tweets to texts to telephone calls. But with proper contact center metrics to gauge agent performance and instructive training, some of that pressure can be alleviated. Read this handbook for techniques to develop an effective contact center metrics strategy and help your contact center shine in a multichannel world.

        View E-Handbook
      • 3-2-1 contact: The call center in a multichannel world

        Long past are the days when the contact center was simply a call center with agents on phones. Today, customers want to interact with agents 24 hours a day via email, chat on social media and text in addition to the old standby, the telephone.

        In this three-part handbook, discover how new technologies are making agents' lives easier. Learn how mobile apps are changing how agents interact with customers -- and how some companies are integrating mobile CRM with the contact center. Find out about the pitfalls companies can encounter when the contact center is on social media and how to avoid them.

        View E-Handbook
      • Integrating CRM and ERP in the cloud: Strategies for getting it right

        With ERP finally moving to the cloud, companies are looking for ways to integrate their existing cloud CRM applications with cloud ERP. Before starting on an integration project, learn how to make the business case for integrating cloud CRM applications with cloud ERP, and get the latest on security and compliance considerations when integrating systems.

        View E-Handbook
      Page 1 of 1
    • Page 1 of 1
      • The new contact center metrics: Putting them to work

        There is added pressure for contact center agents today, with customers armed to the teeth with devices to connect with businesses- from tweets to texts to telephone calls. But with proper contact center metrics to gauge agent performance and instructive training, some of that pressure can be alleviated. Read this handbook for techniques to develop an effective contact center metrics strategy and help your contact center shine in a multichannel world.

        View E-Handbook
      •  
      Page 1 of 1
    • Page 1 of 1
      • Contact center technology today requires a new approach

        Managing customer relationships today is about a whole lot more than a weekly newsletter and a few phone lines. Organizations ahead of the curve have accepted this rule, drilling down on customer experience management strategies designed to deal with the multitude of communication channels available to customers. It's not just about about the technology -- though, that is an important part of CEM. Successful customer service is also about strategy: how to ensure customers are satisfied at each and every point of contact, whether it's via smartphone, tablet, email or social media.

        This three-part guide will focus on the steps that companies need to start making to keep up. We kick off with a guide to forming a successful e-commerce strategy -- starting with six key factors that can make or break a customer's shopping experience and, ultimately, your business. Next we examine the "outside-in" approach to contact center technology -- putting yourself in the customer's shoes and making the technology they use to contact you as simple as possible. We close with a look at where tomorrow's CEM technology is heading.

        View E-Handbook
      •  
      Page 1 of 1
    • Page 1 of 1
      • The more the merrier: Customer service goes multichannel

        Multichannel marketing means allowing customers to have conversations on their terms, at their convenience and using the channels -- phone, email, chat, text -- that make the most sense to them. At least one study says that customers of companies with multiple communication channels spend 30% more than customers of companies with just one channel, such as a call center. So there's a huge incentive to go multichannel. It's not a matter of when, but a matter of how.

        Why branch out? To put it simply: Making it easier for customers to get in touch can boost both sales and customer satisfaction. This handbook aims to show users and IT professionals alike how to accomplish that. There's expert advice on determining which communication channels to harness to effectively and easily reach customers. By looking at new methods of multichannel marketing -- mobile apps, interactive sites, augmented reality -- readers can pinpoint the first steps to a successful multichannel communication strategy.

        View E-Handbook
      • 3-2-1 contact: The call center in a multichannel world

        Long past are the days when the contact center was simply a call center with agents on phones. Today, customers want to interact with agents 24 hours a day via email, chat on social media and text in addition to the old standby, the telephone.

        In this three-part handbook, discover how new technologies are making agents' lives easier. Learn how mobile apps are changing how agents interact with customers -- and how some companies are integrating mobile CRM with the contact center. Find out about the pitfalls companies can encounter when the contact center is on social media and how to avoid them.

        View E-Handbook
      Page 1 of 1
    • Page 1 of 1
      • How to fine-tune your contact center

        Call centers can easily fall behind the times with old software, metrics and strategies, so companies need to be forever looking ahead -- toward technologies that fit a multichannel world. In this handbook, readers find detailed explanations of the latest call center technologies as well as insight on call center management -- including schedule and workforce management.

        View E-Handbook
      •  
      Page 1 of 1
    • Page 1 of 1
      • Integrating CRM and ERP in the cloud: Strategies for getting it right

        With ERP finally moving to the cloud, companies are looking for ways to integrate their existing cloud CRM applications with cloud ERP. Before starting on an integration project, learn how to make the business case for integrating cloud CRM applications with cloud ERP, and get the latest on security and compliance considerations when integrating systems.

        View E-Handbook
      •  
      Page 1 of 1
    • Page 1 of 1
      • Start modernizing customer relationship management systems today

        If you were asked to define either an on-premises or hosted contact center, could you? Don't fret if you can't: Many professionals don't know the difference between the two. Choosing between the two different systems, however, is one of the most important decisions when implementing a contact center. And new technologies, increased customer expectations and social media-based customer service are further complicating the choice.

        A move away from a legacy contact center system can alleviate pain, improve employee satisfaction and customer service, and save your company money. Confused where to begin? This three-part guide is a good start. Inside, SearchCRM writers explore the key differences between a hosted and an on-premises contact center. Former Site Editor Lena J. Weiner drills down on the pros and cons -- and specifically, the myriad responsibilities -- in an introduction to each system. Next, reporter Christine Parizo takes a hard look at the legacy systems in contact centers. With some observers today advocating a mix and match of new and old technologies to deal with customers, it's no simple task deciding which systems will remain. To close, Lauren Horwitz, SearchCRM's executive editor, points to some of the newest trends in contact center technology -- specifically, changes to contact center strategy wrought by social media-based customer service.

        View E-Handbook
      •  
      Page 1 of 1
    • Page 1 of 1
      • CRM data migration best practices

        In this handbook, readers will discover methods on how to avoid big mistakes during data migration. Additionally, readers will be informed of what data should move -- and when -- to a new or upgraded system and whether to migrate data for a system upgrade.

        View E-Handbook
      •  
      Page 1 of 1