Putting Workforce Optimization to Work
Backed by the thought leadership of Peppers & Rogers Group and inContact, this complimentary guide gives readers five tips for maximizing their contact center workforce, as well as tips to improve agility and speed for sustainable competitive advantage.

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5 Tips for Mapping Proactive Service to Profitability
As customer expectations continue to rise, it's simply not enough to react to customer issues. By applying the right strategies and implementing the necessary technologies to gain a better understanding of customer needs and preferences, companies can proactively communicate with customers during service interactions, and then send marketing communications that truly resonate.

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Moving at the Speed of Business
No one wants to get the runaround when trying to solve a customer service issue, especially when precious time and money is at stake. Forward-thinking companies are leveraging cloud-based contact center services for greater agility and real-time customer insights across channels. Find out how, and learn five ways in which the cloud can help companies stay one step ahead of customers.

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The Social Engagement Payoff
Harnessing social engagement opportunities effectively requires the right mix of technologies, an integrated approach to customer engagement, and socially-oriented employees. Ultimately, an effective social engagement strategy begins with defining what the organization is trying to achieve, and then establishing and maintaining a dedicated staff for social engagement. Supported by insights from Peppers & Rogers Group and Alcatel-Lucent Enterprise, this 4-page guide will provide marketing executives with valuable recommendations on how to strengthen customer relationships through social media channels for solid business results.

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7 Surefire Methods of Enriching the Customer Experience
Seventy percent of Americans are willing to spend an average of 13 percent more with companies they believe provide great customer service, according to recent research from American Express. To help create those memorable moments across channels, it's critical that companies gather feedback from customers about their service experiences. From there, executives can craft personalized support strategies that enhance service delivery, while improving efficiencies and reducing costs. This four-page guide will give readers seven ways to achieve just that.

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Five Strategies for Optimizing Service Channels
Global competition has ushered in a steady stream of new and unique products that consumers can choose from, so it's become increasingly difficult for companies to distinguish their products from other players. One proven technique for keeping customers happy is providing them with great service – regardless of the channel they use. Supported by insights from inContact and Peppers & Rogers Group, readers will obtain valuable recommendations on how to strike an effective balance between providing customers with superior support experiences across channels and reducing costs via service segmentation.

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Ten Tips for Making Websites Stickier
The key to keeping customers on your website and helping them to complete their tasks begins with understanding what caused them to abandon and then taking actionable steps to improve the customer experience. While it's fairly easy for most companies to identify at which point during an online interaction a customer has abandoned, it's historically been more challenging to determine why they've abandoned. In the following 1to1 Tips & Takeaways, iPerceptions and Peppers & Rogers Group offer valuable insights on how to make the online customer experience more engaging.

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