Research Resources – Whitepapers

Data in this report is from a double-blind survey conducted from November 27 through December 15, 2018 that generated 3,525 responses from full-time customer service agents and decision makers. Survey respondents are from North America, Latin America, Asia Pacific, and Europe. All respondents are third-party panelists (not limited to Salesforce customers). For the third edition [...]

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In the era of the connected customer, delivering a superior, end-to-end customer experience has never been more important. Customers are expecting personalized, connected service everywhere, and service expectations have long evolved from the call center. With changing customer expectations, today’s businesses are not equipped to deliver what customers expect, particularly when it comes to on-site [...]

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In a fast-changing business environment, innovation and agility are essential to busines success. They can be the difference between leading the market and becoming irrelevant. At their core, they are also process issues. An inability to examine and improve business processes will stifle any drive for fresh approaches and cause such inertia that the status [...]

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Keeping your business up and running during a crisis, such as the COVID-19 pandemic, requires a business continuity (BC) plan. BC plans identify the business processes that are essential to keeping your business operating and providing value while delivering a blueprint for an agile response. This e-book details the following: Why you need flexibility in [...]

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Keeping your business up and running during a crisis, such as the COVID-19 pandemic, requires a business continuity (BC) plan. BC plans identify the business processes that are essential to keeping your business operating and providing value while delivering a blueprint for an agile response. This e-book details the following: Why you need flexibility in [...]

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