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Published By: Zendesk     Published Date: Jan 19, 2018
Customers are more technically savvy than ever and have come to prefer the DIY approach to solving their issues and answering their own questions. Years of research by ICMI has confirmed that customers prefer to resolve issues themselves and within their channels of choice. Furthermore, customers only seek direct interactions when they unsuccessfully exhaust their self-service options. This is backed up by data from American Express, which found that 48% of consumers prefer to speak with a customer service rep when dealing with complex issues, but only 16% prefer the same contact for simple issues. The goal of this paper is simple: We want to help you build an all-in-one knowledge base, community, and customer portal. All of which can be accomplished with a help center like Zendesk Guide.
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customer support software, customer service tool, customer relationship, multichannel support tool, customer support vendor evaluation, knowledge base management, help desk software, help desk portal
    
Zendesk
Published By: Zendesk     Published Date: Jan 19, 2018
Your door is always open, regardless of your business or support hours. Today’s customers ask questions at any time of the day or night and will wait for you to respond (but not for long). This poses a challenge to most businesses: How can you anticipate which channels a customer will need or want, and how can you determine whether these channels will be efficient for your organization? The short answer is: you do. Customers want the ability to contact businesses in more than one way, and they expect each brand interaction to be consistent with the one before and after. Learn how with Zendesk's Omnichannel solution.
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customer support software, customer service tool, customer relationship, multichannel support tool, customer support vendor evaluation, knowledge base management, help desk software, help desk portal
    
Zendesk
Published By: Zendesk     Published Date: Jan 19, 2018
The start of a new chapter of your business, whether you're moving upmarket or adding products and features, is a great time to scale your customer service operations in a smart way. We know customers prefer self-service, via a knowledge base, if one is available. A Gartner report estimates that CIOs can reduce customer support costs by 25% or more when proper knowledge management discipline is in place. If you've been on the sidelines waiting to take the self-service leap, this white paper will prove that you and your agents already partake in the activities needed to offer great self-service, every single day.
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customer support software, customer service tool, customer relationship, multichannel support tool, customer support vendor evaluation, knowledge base management, help desk software, help desk portal
    
Zendesk
Published By: Zendesk     Published Date: Jan 19, 2018
The future is unknown and the unknown can be both exciting and frightening. Thankfully, we believe Gartner’s new report, “Predicts 2018: CRM and Customer Experience”, can help prepare your business for the evolving world of CRM and the customer experience. According to Gartner, “By 2020, the CRM application software market will overtake the data management market, thus becoming the largest of all software markets.” With this in mind, it’s important for application leaders to take action to avoid losing out. Learn how you can plan your customer service organization more strategically and maximize your business' efforts.
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customer support software, customer service tool, customer relationship, multichannel support tool, customer support vendor evaluation, knowledge base management, help desk software, help desk portal
    
Zendesk
Published By: Freshdesk     Published Date: Aug 15, 2016
When 76% of consumers say they view customer service as the true test of how much a company values them, you have to make sure that your strategy, and tool, are top notch. Here's a collection of best practices, drawn from our conversations with customers, to help you improve your agents' productivity and win customer love. In this whitepaper, we detail how you can - Provide your agents with complete context by pulling data from your third party systems into your helpdesk - Reduce ticket volume and help customers help themselves by setting up a knowledge base - Automatically assign tickets to the right team with ease thus reducing your agent's workload and many more!
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Freshdesk
Published By: Amazon Web Services     Published Date: Dec 15, 2017
Healthcare and Life Sciences organizations are using data to generate knowledge that helps them provide better patient care, enhances biopharma research and development, and streamlines operations across the product innovation and care delivery continuum. Next-Gen business intelligence (BI) solutions can help organizations reduce time-to-insight by aggregating and analyzing structured and unstructured data sets in real or near-real time. AWS and AWS Partner Network (APN) Partners offer technology solutions to help you gain data-driven insights to improve care, fuel innovation, and enhance business performance. In this webinar, you’ll hear from APN Partners Deloitte and hc1.com about their solutions, built on AWS, that enable Next-Gen BI in Healthcare and Life Sciences. Join this webinar to learn: How Healthcare and Life Sciences organizations are using cloud-based analytics to fuel innovation in patient care and biopharmaceutical product development. How AWS supports BI solutions f
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Amazon Web Services
Published By: JBoss Developer     Published Date: Oct 21, 2016
Java applications have been a central technology for enterprises for two decades. This wealth of data, functionality, and knowledge are critical to enterprises. With Java-based applications, modern development can build on a platform that enables cloud-native architectures while simultaneously supporting existing applications. This combination of traditional enterprise-wide monoliths and cloud-based application deployment allows organizations to take advantage of existing knowledge and resources while actively moving toward newer application models.
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middleware, java, big data, analytics, mobile development, database development, cloud computing
    
JBoss Developer
Published By: IBM     Published Date: Apr 11, 2016
In this IBM limited-edition Dummies book, you’ll learn what operational decision management (ODM) is and how it can benefit your organization by helping to: *Enable faster and more agile change so your business can react more quickly to opportunities and threats *Automatically capture knowledge so it can be reused to make better business decisions *Manage compliance better by providing a clear record of the rules that govern business operations *Make operational decisions more predictable and repeatable while also allowing you to model, measure, collaborate on and refine these decisions as your business needs change *Improve customer service with more consistent and accurate rules-based decisions, as well as by personalizing the user experience
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ibm, odm, operational decision management, odm, business operations, knowledge management, enterprise applications
    
IBM
Published By: Genesys     Published Date: May 14, 2013
Today, the gap between a customer’s expecta-tions and the service they receive is huge. Customers are increasingly knowledgeable about the products they use, and demand value-added, personalized customer service in real-time, using voice, text-based media types like email and chat, and social media.
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genesys, customer service, social media, personalized customer service, text-based media, people management
    
Genesys
Published By: Visier     Published Date: Nov 04, 2014
An analytics revolution is upon us. Knowledge workers are in short supply, the competition for talent has gone global; turnover is rising; and employee engagement is stagnant at best. How can companies attract, retain, and develop employees who can drive business results and have the data to back up these decisions? A recent survey found more than 80% of respondents said that they needed talent-related insights to make business decisions. Yet most enterprises still base talent decisions on gut feeling. Few can offer analytic evidence to support their hunches. Now, finally, analytics are beginning to drive decisions about people.
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visier, workforce analytics, hr metrics, planning, human resources
    
Visier
Published By: Silverpop     Published Date: Sep 19, 2011
10 tips for expanding your behavioral knowledge base, shaping your content and leveraging timing so you deliver the ideal message at the perfect moment, plus real-life examples of how companies have made it happen.
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silverpop, marketing, right message, email, social media
    
Silverpop
Published By: CodeBaby     Published Date: Nov 27, 2012
Healthcare organizations are integrating intelligent virtual assistants to enhance online experience and reduce costs. This guide overviews the capabilities and benefits of using virtual assistants to engage, optimize, and complement existing service channels.
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online self-service, customer experience, customer service, intelligent virtual assistants, conversion optimization, tech support, crm, web self-service
    
CodeBaby
Published By: Zendesk     Published Date: Aug 22, 2017
Shopping around for customer support software? Here’s our cheat sheet with over 50+ questions to ask each vendor in your RFP. We know evaluating vendors can be overwhelming, but hopefully armed with this insider knowledge you’ll feel like a pro.
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customer support software, customer service tool, customer relationship, multichannel support tool, customer support vendor evaluation, knowledge base management, help desk software, help desk portal
    
Zendesk
Published By: Zendesk     Published Date: Aug 22, 2017
This Magic Quadrant examines the global market for customer service and support applications designed to enable customer service and support agents to engage customers through their preferred communication channel. Learn how Zendesk can fit the needs of your Customer Support team.
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customer support software, customer service tool, customer relationship, multichannel support tool, customer support vendor evaluation, knowledge base management, help desk software, help desk portal
    
Zendesk
Published By: Zendesk     Published Date: Aug 22, 2017
Zendesk helps its customers increase agency efficiency and CSAT ratings, improve ROI, and more. Use our Forrester estimator to calculate the economic benefits Zendesk can bring.
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customer support software, customer service tool, customer relationship, multichannel support tool, customer support vendor evaluation, knowledge base management, help desk software, help desk portal
    
Zendesk
Published By: Zendesk     Published Date: Aug 22, 2017
Happy customer support agents will not only provide a better customer experience but stay with your organization longer. This article focuses on how to improve the way your business interacts with support agents.
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customer support software, customer service tool, customer relationship, multichannel support tool, customer support vendor evaluation, knowledge base management, help desk software, help desk portal
    
Zendesk
Published By: Zendesk     Published Date: Aug 22, 2017
If you provide a negative experience to a customer, not only are they more likely to tell their friends and colleagues, they may abandon you for a competitor. This article focuses on how to improve the way customers interact with your business.
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customer support software, customer service tool, customer relationship, multichannel support tool, customer support vendor evaluation, knowledge base management, help desk software, help desk portal
    
Zendesk
Published By: Zendesk     Published Date: Aug 22, 2017
Learn how top companies and organizations use Zendesk to tailor their support, try out new ideas, and improve their relationships—all at scale.
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customer support software, customer service tool, customer relationship, multichannel support tool, customer support vendor evaluation, knowledge base management, help desk software, help desk portal
    
Zendesk
Published By: Zendesk     Published Date: Aug 31, 2017
Customers simultaneously want the warmth of human communication and the speed and efficiency of automated service. It’s a paradoxical challenge for companies, one brought about by increasing levels of consumer expectations and the fast changing technical landscape of customer communications. Learn how you can provide personalized customer service in a rapidly changing technical landscape with Zendesk.
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customer support software, customer service tool, customer relationship, multichannel support tool, customer support vendor evaluation, knowledge base management, help desk software, help desk portal
    
Zendesk
Published By: Zendesk     Published Date: Aug 31, 2017
In this study, Forrester lays out the benefits and costs of Zendesk’s family of customer service products, with the analysis pointing to benefits of more than $3.8 million.
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customer support software, customer service tool, customer relationship, multichannel support tool, customer support vendor evaluation, knowledge base management, help desk software, help desk portal
    
Zendesk
Published By: LogMeIn Rescue     Published Date: Oct 21, 2013
Customer service has evolved from a reactive activity viewed largely as a cost center-based tactical necessity, to a proactive management task that can in many ways set a company apart from the competition. At the same time, the channels by which customers receive support are growing and fragmenting very rapidly. The telephone is still the primary mode of support, but is steadily declining as text, social media, chat, knowledge bases, email and online communities provide new avenues for customers to get the help they need. Some organizations are embracing this evolution by implementing technologies that enable them to interact with customers regardless of the channel or the device they’re using. This approach not only improves customer service, but also boosts the brand image and helps companies achieve broader business goals.
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logmein, infoworld, customer service, customer support, support, support strategy, social media, mobile support
    
LogMeIn Rescue
Published By: Achievers     Published Date: Jan 17, 2014
Knowledge and strategic relationships fuel many organizations in today’s rapidly changing, global economy. As such, organizations need to leverage the individuals—and their networks—that possess the most relevant knowledge, whether they are current employees or are only loosely connected to the organization. To do this, organizations should create and leverage peer collaboration networks that enable them to identify and connect with individuals who have the unique skills, knowledge, and capabilities these organizations need. Bersin’s Research, Why Reputations and Networks Matter in the Open Talent Economy, indicates that this approach works in driving value—organizations that have effectively used internal reputation networks and profile databases have been able to increase key metrics such as employees’ time to productivity and innovation levels.
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talent management, employee enagement, human resources
    
Achievers
Published By: Success Factors     Published Date: Oct 07, 2014
Few things matter more to business success than human capital. The right mix of people, skills, and culture can create competitive advantage for companies, reshape industries, and drive prosperity across regions. As a new generation joins the labor market and employment options evolve in an increasingly global and knowledge-based economy, effective workforce management is a strategic imperative. Opportunities abound in this new environment, for both employers and employees—but so do risks.
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successfactors, talent, human capital, labor market, employment, employees, employers, knowledge based economy
    
Success Factors
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