Customer Service

It’s not surprising that first contact resolution (FCR) is becoming a high priority among forward-looking contact center managers. Increasing the percentage of contacts resolved during the initial contact provides three great benefits; customer satisfaction goes up, operating costs go down, and contact-center generated revenue goes up. There are also potential downsides, like extended handle time as agents strive to keep the caller on-line until the issue can be resolved.

Self-service Web portals enable governments to help citizens obtain information, apply for services and complete transactions more quickly than ever before.  Download this paper to find out how, through the power of Web portals, IBM can help your government agency make information more accessible, and processes more efficient for citizens, businesses and government employees.

Throughout the industrialized world, healthcare systems are in crisis. Aging populations and skyrocketing costs are putting unprecedented financial and organizational pressure on healthcare providers and payers. The result is often a decreasing level of care. In response, fundamental changes are taking place. Patient-centric systems are evolving in which the patient's well-being and the responsibility for good health are defining treatment and operational policies.

Businesses across Europe are becoming increasingly reliant on web-enabled applications that are accessed over the public internet. One of the key drivers for this is to open up communications with external organizations that are fundamental to core business processes.

Repeat business from your existing customer base is the best kind of business you can have. And the best way to ensure repeat business is to treat your customers right. In this white paper we introduce the notion of Customer Centered Service, a new and exciting way to increase customer loyalty and, with it, profitability.

The Internet, years after its emergence, continues to be a challenge for most organizations. This paper examines the notion of eService and the need for it in large, global organizations in particular. It also provides guidelines for developing an effective eService plan, and concludes with a discussion of the most significant benefits of implementing such a plan.

Business relationships have always been based on interactions. Until now most of these interactions have been through conventional means, such as the telephone. But now more and more of your business interactions are over the Internet, and this trend will continue for the foreseeable future. Are you ready to handle this change?

Use this crisp and clean comparison chart to stack the top CRM vendors side-by-side on the following:  Features, Price per User, Services and Support, and Marketing Capabilities.

Organizations of all sizes are evolving to an enlightened, business-focused method of choosing network services and service providers called Total Customer Experience (TCE). This white paper describes the evolution toward a TCE approach and the benefits and clarity that TCE brings to the marketplace.

Technology can prove to be a vital component in the quest for service profitability. However, there is a lot of technology out there targeted at field service organizations which has evolved to the point where its introduction in customer-facing functions can significantly enhance organizational productivity.

On-Demand CRM provides faster implementation, lower costs, and more rapid ROI when compared to On-Premise.  Make sure you're making the right decisions for your CRM.

The purpose of this whitepaper is to educate small business owners on what, why and how CRM can retain existing customers and help their business grow.

Discover the essential steps to delivering a solid business case for the right customer-centric MDM architecture and achieve maximum ROI.

In today’s world, it may seem like there is barely enough time to stay on top of running a business, let alone for perceived luxuries like personal interaction over every transaction. This white paper looks at the benefits of combining two popular online communication tools- email marketing and live chat - to boost customer loyalty and retention.

This white paper is designed to educate you about the main obstacles that can prevent your email from reaching a recipient’s inbox; and the simple tactics that you can implement to avoid these obstacles.

This informative white paper provides 10 great tactics to get you started trying to make that prediction come true. Read this white paper to learn more on how you can drive your email marketing ROI through email relevance.

Email marketing is by far the best way to attract interest in, build desire for, and generate sales of your products and services. Without a well-managed opt-in email list, you can say goodbye to your email marketing investment. This white paper provides powerful tactics to help you grow bigger, better and more relevant opt-in lists - and turn your Web browsers into buyers.

The purpose of this paper is to highlight the issues, requirements, and technologies available for automated advanced name recognition.

This paper gives the reader an overview of the functionality of IBM's WebSphere Customer Center, and explains why IBM is the strategic partner that more Fortune 500 companies select as their strategic platform for Customer Data Integration.

This white paper reveals the most vital elements needed to develop a seamless value chain; one that realistically enables an SMB to develop valuable 2-way relationships with their most valuable customer segments.

As part of the ongoing effort to differentiate products and services, best-in-breed organizations are now using a tool called Customer Lifetime Value (CLV). CLV is “a marketing metric that projects the value of a customer over the entire history of that customer's relationship with a company.”

Investing in a fax server is like providing everyone in the office with a virtual fax machine, at a fraction of the cost. Read all about the benefits in this informative paper.