CRM White Papers, Videos and other CRM Guides

Shrinkage can be one of the more elusive metrics in the contact center, but don’t underestimate its power. If properly measured and managed, the use of shrinkage can enable contact center leaders to achieve the ideal balance of productive and unproductive time. Unchecked shrinkage will negatively affect service levels and the overall contact center budget.

This Genesys white paper outlines the particular challenges facing service delivery operations — both within and outside of the contact center. It then describes the type of solution required to address these challenges. Finally, it shows how Genesys enables you to optimize service delivery across your entire enterprise.

From conversations with hundreds of successful midsize customers, six proven strategies for the successful deployment and use of business intelligence have emerged. These strategies address the challenges facing both business and IT. They involve factors from architecture and report types to scalability and accessibility. And they affect everyone from the casual BI consumer to the professional report author. Download this white paper to learn about the BI strategies that can help your organization compete more effectively in today’s economy.

This case study is about how Hindustan Unilever uses change management solution from SAP to synchronise software development across all its offices in India.

To achieve their primary objective of reducing operational costs while improving customer serivce, Telkomsel chose Sword Ciboodle to revolutionize their core customer facing processes. Today, Telkomsel maintain their lead position in a highly competitive market via a strategy to differentiate through their customer service.

With high expectations for service and overall project execution, and because the company sold its products through a network of dealers, Asian Paints, India's largest paint company, lacked visibility into the entire painting process and the needs of the homeowner. This situation prompted Asian Paints executives to explore ways to establish a more direct link to the end customer. This case study is their story.

Handling customer interactions isn't always easy, since every interaction is unique and different customers present different challenges. We've put together this list of the things call center agents and customer service reps should and shouldn't do during a call center interaction.

Paul Greenberg, President, The 56 Group evaluates CRM options that are Mac and iPhone compatible.

Any customer survey should be short enough to obtain objective information and insight from customers and long enough to provide the depth of information needed. There is no magic formula for what a customer loyalty survey should contain.