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Published By: Five9     Published Date: Aug 01, 2019
Customer experience drives the success of your organization. Awesome systems for onboarding customers and supporting them can certainly establish an initial relationship, but what happens when something goes wrong or the systems in place get in the way of helping the customer?
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Five9
Published By: ttec     Published Date: Jul 24, 2019
Omnichannel is one of those words everyone uses, but few use correctly. It’s not another word for multichannel. It’s a different state of existence. In our experience, multichannel is the ability to interact with customers across many different channels, but not necessarily in a cohesive fashion. As new channels become available, they are “bolted on” to existing customer experience infrastructure such as CRM or customer support systems. Too frequently, the management of these channels becomes siloed (web versus in-store sales, for example). The effect of this from the customer experience standpoint can be disjointed and jarring. For example, the resolution of an issue following a customer conversation with an associate in the contact center may not be reflected when the customer goes online or into a store. Yet the ability to offer multichannel service experience is table stakes for today’s business. If you’re not available in the channels where customers want you to be, you cease to b
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ttec
Published By: ttec     Published Date: Jul 24, 2019
In this e-book, you’ll discover 1. How next-generation cloud technologies such as customer journey mapping platforms and advanced analytics are poised to transform the customer experience. 2. The top operational and technical challenges that next-generation cloud technologies tackle. 3. Examples of how companies can tap into next-gen cloud technologies to elevate the customer experience.
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ttec
Published By: ttec     Published Date: Jul 24, 2019
By the time most customers reach a human employee with a question, chances are they have already researched online or tried to self-serve. This means employee transformation is required to develop more sophisticated employees in the age of automation to solve more advanced customer issues. Because front-line jobs are becoming more complex, employees need to be tactical, technical, and ready to emotionally handle these new types of interactions. Recently, Lamont Exeter, head of Learning & Development at TTEC Digital, teamed up with Tim Duranleau of SAP Litmos in a webinar to discuss ways that companies can combine learning and technology to create more sophisticated employees. Below are some key highlights from the discussion.
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ttec
Published By: ttec     Published Date: Jul 24, 2019
One of the most significant areas of opportunity for contact center leaders to cut costs is to leverage customer service bots to deflect calls. But today’s consumers have little patience for conversational bots that can’t understand what they’re saying or don’t know how to provide an accurate answer.
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ttec
Published By: ttec     Published Date: Jul 24, 2019
In an age of tech-savvy customers and self-service channels, do companies still need to invest in contact centers and staff to provide support? The answer is, yes. READ THIS PAPER TO: Examine the strategic role of the contact center to deliver differentiated customer experiences while driving increased revenues and cost savings. Learn essential strategies for promoting associate productivity and satisfaction. Leverage cross-sell and up-sell opportunities that benefit the customer. Share lessons learned from EnergyAustralia’s experience.
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ttec
Published By: ttec     Published Date: Jul 25, 2019
6 ways to accelerate your customer experience as fast as you're growing your business
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ttec
Published By: DRIP     Published Date: Aug 23, 2019
The Spice House has a long history of pioneering how spices are sold. Since 1957, its flagship brick-and-mortar location has been a go-to hub for grabbing a cup of coffee and taking in the full spice experience—smelling, grinding, tasting, touching, and talkin’ spices and their backstories with the owners. Today, The Spice House sells more than 400 spices, blends, rubs, and extracts across several retail locations and the ecommerce store. See how Drip ecommerce CRM helps The Spice House bring a great instore experience to their online space.
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DRIP
Published By: DRIP     Published Date: Aug 23, 2019
When it comes to how you communicate with customers, you’re faced with some big decisions—one of them being whether to use an ESP or ECRM. Both platforms can deliver your email, but beyond that, these tools are pretty different. Getting the right roster of marketing tools is critical no matter where your brand is when it comes to growth. If you’re just starting to sell online, you need platforms that won’t hold you back when you hit your stride. If you’re part of a long-standing enterprise, whichever platform you adopt needs to be able to handle anything you throw at it while exposing opportunities you might not have noticed before. See what each platform was built for, which companies benefit the most from each, and which you should choose to reach your brand’s goals.
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DRIP
Published By: DRIP     Published Date: Aug 23, 2019
When online sellers first set up shop, they’re laser-focused on spreading their brand far and wide in order to rip open the customer acquisition floodgates. After all, the goal for any ecommerce startup is to get as many eyes as possible off the competition and onto their brand. But once an online store has found its footing and settled into some steady traction, a new obstacle rears its head: The Repeat Purchase. The truth is, most of your customers will be one-and-done shoppers with your store. But what would happen if you could turn more first-timers into lifers?
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DRIP
Published By: Virtela Communications, Inc.     Published Date: Oct 12, 2011
Multinational companies (MNCs) are facing a unique combination of escalating customer, competitive and operational pressures which are forcing them to fundamentally change the way they do business and manage their IT infrastructures supporting network, security and mobility needs. Lack of IT resources, limited capex and more complex global implementations are driving an increasing proportion of MNCs to offload, or 'out-task', various aspects of their day-to-day management responsibilities to skilled third-parties that can help perform these functions well.
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health, global management service, cloud services, technology
    
Virtela Communications, Inc.
Published By: Velaro     Published Date: Jun 11, 2014
Live Chat software can help you to increase online sales conversions and customer service productivity - if you use it correctly. To maximize your live chat ROI it's important to select the right live chat vendor. This PDF provides some essential tips that you should consider in making the best selection.
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Velaro
Published By: Infosys     Published Date: Sep 12, 2019
Digital-born companies have challenged large long-established businesses across industries with newer data, AI-powered experiences, products/services. Sustained competitive advantage through customer ownership and seller power has since been significantly challenged and overturned. Customers are taking to newer AI and data-powered products/services in their pursuit of better experiences and exponentially higher value. This has triggered every company to challenge status-quo, unleash themselves from very structure of industry and embrace transformation in the new world. Data and AI have shaped themselves into a major economic force that is at the epicenter of transformation of every industry; through 3 horizons. Data, in the first horizon, was the key ingredient in driving more data-driven decisions. Data, in the second horizon, is playing a transformational role in the enterprises' pursuit of being Data Native Digital Native enterprise.
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Infosys
Published By: FICO EMEA     Published Date: Aug 30, 2019
Fraud is a serious concern for the communications industry, with proceeds and services used by organised crime and terrorist networks. Whilst reliable statistics are difficult to come by, industry association Communications Fraud Control Association (CFCA) estimates the total global fraud loss at around $29bn annually. Of this, over $7bn is attributed to subscription fraud and account takeover. In an industry which is undergoing widespread digital transformation to streamline customer journeys and reduce operating costs through automation, preventing fraud is critical. Learn More
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telecom subscription fraud, prevent fraud, fight fraud
    
FICO EMEA
Published By: The Economist Group     Published Date: Aug 28, 2019
Finding new ways to make better, more confident decisions. As a supply chain planning professional, it’s what you do. But if you find yourself working in a siloed environment, the ability to make better decisions is consistently hijacked by the need to create yet another workaround simply to ensure your supply chain lives to see another day. In this eBook, we’ll look at the characteristics of a siloed supply chain environment and identify some of the ways your organization can modernize the planning experience. Ultimately, it comes down to connecting data, people and processes to create the transparency you need to help your organization realize better outcomes for executives, planners, manufacturers, suppliers and most importantly, your customers.
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The Economist Group
Published By: Apstra     Published Date: Aug 19, 2019
Years ago, there were proprietary networking solutions like IBM Token Ring. Every new PO had to go to the same vendor if customers wanted to ensure connectivity. Then came Ethernet which promised to be an open interoperable standard. However, vendors recreated lock-in by implementing proprietary VLAN extensions such as private VLANs.
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Apstra
Published By: Sift     Published Date: Jul 12, 2019
"In today’s digital landscape, balancing user experience with customer safety has never been more important -- or more difficult. By surveying 500 employees responsible for fighting fraud, Sift found that 77% prioritize delivering a frictionless experience, but nearly as many say fraud prevention blocks this goal. The answer isn’t additional fraud prevention. Businesses must adopt a Digital Trust & Safety approach, strategically aligning risk and revenue decisions supported by sophisticated processes and technology. How can you optimize your business strategies for the challenges and opportunities of the digital world? Read This Guide To Find Out How to move beyond reactive fraud-fighting strategies and deliver excellent customer experiences without compromising safety The 4 qualities of a Digital Trust & Safety organization A step-by-step guide to help you evolve to Digital Trust & Safety Why the time for Digital Trust & Safety is now"
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Sift
Published By: Sift     Published Date: Jul 15, 2019
"In today’s digital landscape, balancing user experience with customer safety has never been more important -- or more difficult. By surveying 500 employees responsible for fighting fraud, Sift found that 77% prioritize delivering a frictionless experience, but nearly as many say fraud prevention blocks this goal. The answer isn’t additional fraud prevention. Businesses must adopt a Digital Trust & Safety approach, strategically aligning risk and revenue decisions supported by sophisticated processes and technology. How can you optimize your business strategies for the challenges and opportunities of the digital world? Read This Guide To Find Out How to move beyond reactive fraud-fighting strategies and deliver excellent customer experiences without compromising safety The 4 qualities of a Digital Trust & Safety organization A step-by-step guide to help you evolve to Digital Trust & Safety Why the time for Digital Trust & Safety is now "
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Sift
Published By: Genesys     Published Date: Dec 20, 2018
Artificial Intelligence (AI) is staggering in its speed of handling simple requests and automating conversations. But AI solutions are not enough for the best customer experiences. Human emotions sometimes demand the human touch that only live agents can provide. Kate, Customer Experience AI by Genesys, combined with the power of human touch can improve customer experience, empower employees and dramatically reduce costs. This seamless combination of AI technology and humans, or “Blended AI by Genesys,” addresses the entire customer journey for the best possible outcomes. Download the eBook and learn how Kate and Blended AI lets you: • Personalize self-service • Connect customer conversations • Create smart agent experiences Start small and deploy fast with MicroApps
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Genesys
Published By: Genesys     Published Date: Dec 20, 2018
If you are considering the right deployment model for your contact center, economic guidelines can help you choose the solution that is best for your company. Cloud, on-premises or hybrid. Just a few years ago, businesses were still unsure of the viability of moving their contact centers and other critical enterprise systems to the cloud. Since then, with the decrease of cloud costs, and the corresponding increase in security and, the viability and total cost of ownership of cloud deployments are attracting more and more companies. This eBook will cover how different criteria can affect a choice between a cloud or on-premises contact center, including: • The size of your contact center, and business requirements such as customer journey management • The location and quantity of contact centers being managed • The need for scalability, speed of deployment, and maintenance requirements
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Genesys
Published By: Genesys     Published Date: Dec 20, 2018
Companies across the world are innovating with artificial intelligence (AI) to improve customer experience and forge deeper relationships with customers. Through surveys and interviews with 599 executives, from large and mid-sized companies across the globe, this MIT report reveals that most customer-centric firms have already deployed AI extensively in their customer-facing operations and customer experience management processes. Get the global report and regional spotlights on North America, Latin America, Europe and Asia to access complete results. Key insights include: • Nearly 90% of respondents report measurable improvements in the speed of complaint resolution; 80% note enhanced call volume processing using AI • 80% of respondents report measurable improvements in customer satisfaction, service delivery and contact center performance • In North America, 60% of the respondents believe they will deliver a 10% or more increase in customer lifetime value in the next year • Europe
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Genesys
Published By: Genesys     Published Date: Jun 19, 2019
Contact centers often pool agents into large groups of generalists to distribute work evenly. Skills-based routing takes this a step further with specialized groups. But neither approach scales properly to identify all opportunities and drive business outcomes on each interaction. Predictive routing uses artificial intelligence (AI) and machine learning to create balance—meeting targets and giving customers a personalized experience. Read Demystifying AI: Creating an AI partnership that maximizes business results to learn how predictive routing systematically: Evaluates historical and real-time data to make predictions; Makes the best customer-agent match to drive desired outcomes; Keeps agents engaged and reduces handle times.
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Genesys
Published By: Genesys     Published Date: Jun 19, 2019
Your agents embody your brand with every customer contact. It’s up to you to make them more successful in engaging customers, dealing with customer challenges and avoiding burnout that leads to attritions. Read this ebook and see how to turn your customer service agents into customer experience heroes. You’ll learn: Three success strategies that Genesys CX Heroes use Skills every agent should have Key training tips Benchmarking strategies to measure customer service and customer experience
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Genesys
Published By: Genesys     Published Date: Jun 19, 2019
Successfully managing a contact center requires a collaborative, multidisciplinary approach to handle a broad range of operational and tactical tasks. Planning, day-to-day operations and quality management must be seamlessly orchestrated, along with human resources functions like recruitment, learning and development, and employee scheduling. Read this executive brief to learn how to transition to an AI strategy that can take your team – and business results – to the next level. See how you can: Create an AI strategy with a single data model that includes routing, interaction analytics, forecasting/scheduling and predictive engagement Harness the power of your data to align customers with the best resource Drive employee effectiveness by ensuring you hire the right people and manage their performance to drive their success over the long term
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Genesys
Published By: MuleSoft     Published Date: Apr 15, 2019
eCommerce offers consumers new ways to interact with traditional retailers, resulting in changed consumer preferences – 63% of customers today would switch brands for a better connected experience, and 75% want personalized offers based on purchase history. Traditional retailers need to consider how to build a new digital retail platform strategy within their business models to engage with consumers and help maintain their competitive edge. Read this whitepaper to learn: A 4-step strategy for retailers to build a retail digital platform strategy with APIs. The role APIs can play in optimizing consumer journey personalization and creating new revenue channels. How a leading fast food company created a unified consumer experience by adopting a platform-based business model.
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MuleSoft
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