Customer service Whitepapers


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Increase Customer Service Agility with Cloud Contact Centres
By Genesys | 4/10/2017

The need to connect consumers on their channel of choice with contact centre agents is rapidly becoming a requirement to compete in the age of the customer. For application development and delivery (AD&D) pros, cloud delivery can provide an Agile platform so that they can focus their energy on customer journeys, not technology.

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Plan Now for Customer Service in 2021
By Genesys | 4/10/2017

This report highlights the service experiences, and the technologies that underpin them, that your customers will expect in 2021.

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2017 Customer Service Trends: Operations become smarter and more strategic
By Genesys | 4/10/2017

This report summarises the top 10 customer service trends for 2017 that application development and delivery (AD&D) professionals supporting customer service operations must pay attention to in order to deliver customer service excellence.

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How to create a customer-centric culture
By Citrix | 20/10/2015

In the competitive consumer market, a 10% increase in customer retention levels will create 30% increase in value for a company. Find out how companies that adopt a customer-centric culture can attract both client and employee loyalty and learn all about the 6 D’s that fosters this culture.

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Smart loyalty with SaaS delivery
By Aimia | 22/7/2015

Loyalty isn’t a nice-to-have. It’s a must-have to stay competitive. This report looks at how self-serve SaaS-based loyalty programs can be the flexible solution to enable your business to deliver real-time, omni-channel experiences more quickly and efficiently than ever before.

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Secure Mobility Boosts Productivity by 40% at Chio Lim Stone Forrest (CLSF)
By Good Technology | 4/11/2014

As one of the largest accounting and business advisory groups in Singapore, CLSF aspired to reduce customer service turnaround time and improve competitiveness by empowering 85% of its work force with on the go productivity. Read how secure mobility helped CLSF reached their goals and increase productivity by 40%.

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The power of information, technology, service and management
By Unisys Australia | 7/10/2014

The approach to ITSM is evolving to encapsulate more end-user and enterprise functions. This whitepaper uncovers new ways to extend ITSM to deliver greater benefits to the organisation. • Learn the three-step approach to tapping into the information from your end-user community • How to build a supply chain model that creates growth and retention • Four case studies of companies using information to streamline and create mature ITSM functions

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Maximize How You Individualize
By CMOC | 26/5/2014

The CMO Council has partnered with SAP to bring you this report on how to map the operational gap in customer insight and experience, including detailed findings from a 32-question online audit of 245 senior marketing executives across 16 countries.

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What’s the Hype with Gamification?
By ClickSoftware Technologies | 30/4/2014

Enterprise gamification, the process of receiving positive reinforcement and incentives to drive engagement and change behaviours, is catching on. This whitepaper explains how Field Service Organizations can use gamification to benefit business, bolster employee satisfaction and customer experience.

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Top 52 Customer Service Mobile Apps
By ClickSoftware Technologies | 30/4/2014

Looking to improve your customer service? This whitepaper lists 52 apps that offer comprehensive platforms and innovative tools to engage and interact with customers at every stage of the relationship – with live chat, co-browsing, integrated social communications, and much more.

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