Strategy
857 results
of 78
Posted: 05/02/2017
What is an exchange1
Creating a uniquely intimate networking opportunity for Fortune 1000 & Global 2000 Senior Level Executives, the Exchange is an invite-only event that creates a true peer to peer learning environment Full Content »
Posted: 02/11/2016

Call centers are increasingly expected to deliver on the company brand experience and positively affect revenue. The strategic importance of call centers has created a demand for more meaningful metrics and advanced analytics capable of linking performance to behavioral and financial outcomes.

In this webinar we will help call center executive Full Content »
Posted: 02/11/2016

New Data on Consumer Behavior Shatters the Hype Over Facebook and Twitter



As investment into social CRM moves towards the billion-dollar threshold, customer service representatives simply cannot afford to ignore a pressing question:  Does the hype and focus placed on social media translate into real business value?

A  sobering Full Content »
Posted: 02/11/2016
This complimentary roundtable webinar will tackle the following issues: What is the Real Definition of Customer Relationship Management (CRM)? Are we hiding behind a Technology? Have we forgotten about the Customer? Full Content »
Posted: 02/11/2016

Help Your Call Center Set the Direction of the Customer Experience and Gain CMO Support

Most companies fail to have an effective Voice of the Customer (VOC) strategy. They mistakenly define this strategy primarily with surveys, when surveys, like looking in the rearview mirror, only address a customer’s past experience, they do not allow Full Content »
Posted: 02/11/2016

Set It Up and Go (home!) with the Leading Subject Matter Expert, Michele Rowan

Forty percent of US organizations include remote agents in their customer contact channels, and analysts predict 80 percent will deploy remote agents by 2013.   

Remote agents enable us to grow our businesses without adding facility costs, while propelli Full Content »
Posted: 02/11/2016

The information you need to better understand your customers is out there.  It's the conversation your customers are having right now on social networking and review sites, in the thousands of emails to your customer service reps and in customer feedback surveys. But sorting through the mass of it to extract the insight needed to take ac Full Content »
Posted: 02/11/2016


Customer service is no longer confined to the four walls of the contact center; it involves delivering an ideal experience for the customer -- at each touch point and across the organization.  To remain competitive, companies must re-evaluate their overall customer engagement strategy.  In this session Alcatel-Lucent Enterprise CMO Ni Full Content »
Posted: 02/11/2016

Understanding the customer experience is a critical part of any business in today's cost sensitive world. Every customer relationship and contact impacts your business  and ensuring a positive experience drives their loyalty and spend . However, the customer experience model is Full Content »
Posted: 02/11/2016

It’s a tall order. Unilever’s contact center handles approximately 3.5 million contacts annually on hundreds of products used by consumers in the U.S., Mexico and Canada. The Consumer Services group supports and provides consumer insights for over 90 brands—ranging from Dove® to Klondike® to Axe®.  Product and p Full Content »
Posted: 02/11/2016

In this client case study with WOW Internet, cable and phone, Mike Furst answers questions regarding WOW's award winning customer service approach. 

Moderated by Amit Shankardass, Sitel's Chief Marketing Officer, this 20 minute Q&A style web presentation highlights WOW's 'ingredients' that go into their award-winni Full Content »
857 results
of 78
Posted: 03/21/2012

Companies like Autodesk are driving millions in ROI annually from social support because it delivers better service at a better value. Next generation Social Support is about dialing it up a notch—maximizing that value by making it a fundamental part of the support ecosystem, fully integrated with the systems and processes that make your c Full Video »
Contributor: Brian Cantor
Posted: 08/20/2012
PodcastImage
Kerry Hurff, Safelite’s director of marketing, has a message for those who struggle with the alleged challenge between acting in the best interest of the customer and acting in the best interest of the business: "It is never in the short-term or long-term interest to not do the right thing." That commitment to always doing right by—and Full Podcast »
Posted: 05/02/2017
What is an exchange1
Creating a uniquely intimate networking opportunity for Fortune 1000 & Global 2000 Senior Level Executives, the Exchange is an invite-only event that creates a true peer to peer learning environment Full Whitepaper »