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Quarks

Key Steps to Transform Customer Support

Next-Generation Customer Experience
Ten Ways to Improve Customer Experience in 2013 Customer support operations face new challenges due to the rapid change in how customers choose to interact with vendors. While interactions across traditional channels such as web and email continue to dominate, the rapid shift…
Elizabeth Herrell
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The Enterprise Cloud Buyer’s Bill of Rights: SaaS Applications

Future of Work
How to Maximize Your Investment and Avoid Potential Vendor Lock-In The majority of enterprise software is now consumed via SaaS or cloud deployments. Despite a perception of simplicity in software acquisition, many cloud contracts require all the rigor and due diligence of…
R Ray Wang
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Digital Disruption: Five Lessons from Asia Pacific's Digital Trajectory

Marketing Transformation
How Mobile and Social Adoption Will Change Your Market Strategy The world is increasingly looking to Asia Pacific to power economic growth. But Asia Pacific is not just an economic juggernaut, it is also a petri dish showcasing the consumer behavior and business impacts that…
Gavin Heaton
Quarks

Why AVAD Chose West’s Cloud Communications Services

Next-Generation Customer Experience
Find out why AVAD, a distributor of high-end audio/visual equipment, chose West over a host of other cloud communication providers AVAD is a conglomeration of what were 11 different companies. Each branch supported its own communications system. Consequently, within the…
E. Brent Kelly
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CMOs: Re-Casting the Marketing Funnel for Consumer Engagement

Marketing Transformation
Five Stations on the Consumer Engagement Line The five forces of the Consumerization of Information Technology (CoIT) do not just affect the chief information officer (CIO). The impact of social media, Big Data, analytics, mobility, cloud computing and unified communications…
Gavin Heaton
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Mid-Market Customers Still Seek Turnkey, Last-Mile Solutions

Matrix Commerce
Disruptive Technologies in Matrix Commerce Drive Wish List for 2013 Budgets This report showcases Constellation’s mid-market customer survey for 2012 with responses from 339 participants. Notable trends include the continued prioritization of turnkey solutions, focus on…
R Ray Wang
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Innovative Customer Service Outsourcers Expand Channel Support

Next-Generation Customer Experience
How Leading Outsourcers Support Social and Mobile Customer Support Interactions Customer communications has entered a new stage and companies need to quickly understand how to best support their customers. The way customers engage with companies has shifted from telephones…
Elizabeth Herrell
Quarks

Social Communications and Customer Support - A Winning Combination

Next-Generation Customer Experience
Social Communications Create New Customer Value While Improving Customer Support Processes New waves of social communications change how customers communicate and have a major impact on the customer support organization. Social networking transforms the way customers behave…
Elizabeth Herrell
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The Cloud Communications Services Market Overview- Part 2

New C-Suite
Understanding the Segments and Knowing the Players CaaS is emerging as an answer to the pain organizations experience trying to keep up with rapid changes in both technology and capability in the unified communications and collaboration space. Virtualization, centralization…
E. Brent Kelly
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The Cloud Communications Services Market Overview – Part 1

Next-Generation Customer Experience
Understanding the Drivers and Dispelling the Myths CaaS is emerging as an answer to the pain organizations experience trying to keep up with rapid changes in both technology and capability in the unified communications and collaboration space. Virtualization, centralization…
E. Brent Kelly
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Mobile Enterprise: B&W Group Case Study

Data to Decisions
Using iPhone and iPads for Business Intelligence and Supply Chain Management B&W Group's Business Systems Manager Paul Fryer discusses in this report the introduction of BI and iPhone/iPad smart devices. Besides talking through the initial decision process concerning…
Charles Brett
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The Link Between Certification and Partner Profitability

Data to Decisions
How Partner Certification Programs Deliver a Win-Win Trifecta for the Partner, Customer, and Vendor Customers face a deluge of potential service providers who can design, implement, service and support technology implementations. Increasingly, technology vendors continue to…
R Ray Wang
Quarks

Mobile Apps Live Support Breaks New Ground

Next-Generation Customer Experience
Three Vendors Introduce Innovate Support for Direct Link to Customer Support from Mobile App Over the past few years we have seen exponential growth in the use of mobile apps for customer transactions, yet the inability to get immediate assisted support has been a major…
Elizabeth Herrell
Quarks

Weaving Video into the Enterprise Communications Fabric

Future of Work
Preparing Your Organization for Pervasive Personal Video Tablets and smartphones sporting touch ‘n swipe interfaces along with apps that integrate into the enterprise infrastructure are causing organizations to pause and consider what the future for video should be within the…
E. Brent Kelly
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How to Create the “Wow” Factor in Customer Engagements

Next-Generation Customer Experience
Changing Customer Engagements Demand New Strategy At a time where social media conversations become a major source for customer opinions and purchases, it has become increasingly challenging to retain customers. Today’s customers have many options for engaging with a company…
Elizabeth Herrell
Quarks

Mobile Apps Transform Customer Service Strategy

Next-Generation Customer Experience
Huge Growth for Smartphones Reshape Support Models The rapid proliferation of mobile apps is forcing companies to take a much closer look at their mobile strategy. Mobile apps provide immediate access to product information and company information, as well as deliver a wide…
Elizabeth Herrell
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Consolidated CRM Deployments Drive Paths to Modernization

Next-Generation Customer Experience
When and Why on the Path to Customer Centricity for CRM Customers.  With the average CRM deployment nearing the end of their useful life, over 85 percent of line of business executives and CIOs intend to upgrade their CRM systems in the next 24 months.  Why?…
R Ray Wang
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Is Microsoft Office 365 a Viable Hosted Unified Communications Offering for You?

Future of Work
Office 365 Will Work for Some Organizations, but Not All. Here’s Why. Cloud services are exploding in terms of the number of offerings and their variety. Unified Communications as a Service (UCaaS) is no exception, with over 50 different solutions available on the market…
E. Brent Kelly
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The Cultural Issues Surrounding Supply Chain Synchronization

Matrix Commerce
People Issues Need to be Addressed in Order to Profit from Supply Chain Synergy Prior to taking action on capturing supply chain synergy, Chief Supply Chain Officers need to develop an understanding of the impact that people and related cultural issues can have…
Quarks

Steps to Develop an Effective Social Media Response Strategy

Next-Generation Customer Experience
Global adoption of social media and mobile applications continues at an accelerated pace that challenges companies to develop a strategy for supporting the growing number of customers using newer channels for service requests. Although companies invest heavily in the creation of…
Elizabeth Herrell
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Demystifying Enterprise Gamification for Business

Future of Work
Gamification describes a series of design principles, processes and systems used to influence, engage and motivate individuals, groups and communities to drive behaviors and effect desired outcomes. Originating from the video game industry, many of these pioneering…
R Ray Wang
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New Rules of Contact Center Customer Engagement

Next-Generation Customer Experience
New Paradigm Puts Emphasis on Customer Connection Today’s customers expect companies to support them over any device, any time and resolve their issues quickly.  To gain their trust, companies need to evaluate their support from the customer’s view and deliver consistent…
Elizabeth Herrell