Smart Customer Service White Papers

Implementing Effective Enterprise Change Management in the Digital Age

Sponsored By: Sada Systems

More than half of organizations fail to successfully implement new technologies, including Customer Relationship Management Systems, due to an ineffective change management strategy. In this brief, learn key components for setting up and implementing a successful change management and user adoption strategy. Learn how your organization can ensure long-term user adoption, maximize ROI on your technology investment, and realize overall digital transformation.

Automated Quality: Six Steps to Success

Sponsored By: Verint

Quality organizations rely on resource-intensive, manual processes to evaluate calls, leaving 99 percent unheard. Automated components like scoring can help you quickly identify opportunities to truly improve agent performance—but how you implement is critical. These six steps can help your organization incorporate automation into existing processes with minimal disruption. 

Download your copy of the CCaaS 2017 Gartner Magic Quadrant Report

Sponsored by Five9

Download your copy of the 2017 Gartner Magic Quadrant and learn more about:
  • The key trends and factors driving growth in the CCaaS market
  • The importance of a CCaaS vendor’s completeness of vision and ability to execute in your buying decision
  • Five9’s position compared to the competition  

How GE is Transforming Customer Service at Lightspeed

On-Demand Webinar from ServiceNow

TSIA is pleased to have a member, GE Digital, share their transformation story. Join Jolene Jeffries as she details how GE is transforming itself into a digital innovator, and radically changing the way they support their customers worldwide to keep pace with that transformation.

Learn how GE is swiftly crafting customer service strategies and a unified system to resolve the chaos behind the scenes and deliver a more effortless, personalized, and integrated service experience for their customers and agents worldwide.

Meet Rising Expectations for Great Customer Service

Sponsored By: Trianz and Informatica

Create great customer experiences with trusted customer data. With a 360-degree view of customers fueled by trusted, governed and relevant data, your organization can deliver a best-in-class experience that keeps customers returning again and again.

Looking for Customer Feedback in All the Right Places

Sponsored By: OpenText

Customer feedback is oxygen to contact center and VOC leaders.  But in an age of empowered consumers, using traditional survey methods alone may seem outdated.  Download the Digital Clarity Group InsightBrief, Looking for Customer Feedback in All the Right Places, and learn how to build an "Ask + Listen" strategy.

CRM Magazine’s 2017 Buyer’s Guide & Vendor Directory

With over 1,500 CRM vendors listed in this Buyer’s Guide & Vendor Directory, this is the most comprehensive list of CRM solution providers that CRM Magazine has published to date.

Choose from these tags:

AI, Machine LearningData/Infomation ProvidersMarketing
AnalyticseCommerceMarketing Automation
B2BEnterpriseOmni/Multi Channel
Big DataGamificationProfessional Services
Business IntelligenceGoogle AppsSales
Call CenterHelp DeskSelf Service
CloudInternet of ThingsSocial
CRM PlatformIVRSpeech Technology
Customer ExperienceKnowledge ManagementVoice of the Customer
Customer ServiceLead ManagementWebRTC
DataLocalizationWorkforce Optimization

Visit our website for  more in-depth profiles in our Buyer’s Guide that lists their offerings, including all the content our editorial staff has written about them and their solutions, with relevant links, video, case studies, white papers, and indexes to make your research easier and more efficient. Plus, this year we offer a comprehensive directory of every company currently on our radar that touches the CRM space.

Sections of this CRM Buyer’s Guide & Vendor Directory will be updated quarterly.

Visit for more information.

Updated September 1, 2017

5 AI Growth Hacks for Sales

New eBook from Everstring

AI is already powering business growth across sales teams in many industries. Yet, some companies are still unsure of how AI can help jumpstart sales cycles and speed up day-to-day sales functions. In this ebook, we will walk through 5 key AI growth hacks that can help your sales team close more deals in less time.

Executive Spotlight

Elan Moriah President, Customer Engagement Solutions, Verint

Backed by the right customer engagement solutions, capabilities, business processes and models, intelligent customer service can be a reality in engaging and empowering employees, and in meeting and exceeding evolving customer expectations.