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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…

13 ways to be a customer-driven company White Paper

13 ways to be a customer-driven company

Most business leaders understand that focusing on customer needs plays a key role in whether a…

Cultivating customer loyalty by supporting choice making White Paper

Cultivating customer loyalty by supporting choice making

Every customer likes to choose from a wide array of options, right? Well, maybe not. Behavioural…

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…

Sharing identity to foster customer loyalty White Paper

Sharing identity to foster customer loyalty

Stronger customer relationships through shared values Excellent service is a key to earning loyal customers. However,…

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

Knowledge management best practices White Paper

Knowledge management best practices

A Q&A with Forrester’s Kate Leggett on knowledge management best practices Following our recent webinar, “How…

SFA software evaluation template White Paper

SFA software evaluation template

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: Win Funding For Your Customer Service Project White Paper

Forrester: Win Funding For Your Customer Service Project

A winning customer service strategy can drive strong brand recognition, consistent customer loyalty, and a profitable…

Forrester: How to build customer trust more quickly White Paper

Forrester: How to build customer trust more quickly

Talk is cheap. That old adage is never more true than when you’re talking about trust.…