Technology
426 results
of 39
Posted: 02/11/2016

The pressure to boost customer satisfaction with less funding is increasing as companies are looking for new ways to differentiate their services and reduce customer churn. To get ahead best-in-class support organizations are using technologies that help increase first call resolution and create more loyal customers.

Attend New Strategies for S Full Content »
Posted: 02/11/2016

You spend countless hours watching webinars, reading articles and working with customer management consultants.  But are you seizing one of the most effective opportunities for lowering costs, improving organizational efficiency and driving customer satisfaction?

Machine-to-machine (M2M) technology is more than a mere innovation project to 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

Pew Research states that 55% of adult mobile phone owners access the internet on their phones, a figure that doubled in three years. In addition, global mobile internet traffic has now reached about 10% of all internet traffic, according to Mary Meeker of Kleiner Perkins.

So whether or not your organization has a mobile strategy, mobile is part Full Content »
Posted: 02/11/2016


360'CRM's specialized IT solutions enable measurable Customer Experience improvement as well as bottom-line efficiency gains across the enterprise value chain; from initial Customer Contact through End-Results Reporting. This complimentary webinar higlights the following case studies:


ATA-SRO Certification Process

Best Practice Full Content »
Posted: 02/11/2016

Customer service on social media can no longer be viewed as a passing fad or a marketing distraction. With brand service being secretly monitored and then publicly reported on by the likes of Nielsen and STELLAService, and social customers skewering businesses and organizations for PR or service gaffes as they happen, organizations of all sizes s Full Content »
Posted: 02/11/2016

“The use of viable speech analytics tools can turn what was a necessary overhead into a strategic goldmine.” – Jim Davies
 
Be the first to hear Jim Davies, Gartner Research Director within its CRM Practice,demystify the magic in Speech Analytics and answer your burning questions on:


What are the drive Full Content »
Posted: 02/11/2016

No one wants to be left in the dark when it comes to customer service. Too often, customer service agents are bombarded with questions like “Where’s my order?” or “Why is my power out and when is it coming back on?” Those calls can prove costly and time-consuming to call centers. There is an alternative – autom Full Content »
Posted: 02/11/2016

Customers are increasingly turning to social media to air their service issues - especially when they feel companies could give a tweet about them through other channels. In the process, your service reputation is now out in the open for everyone to see. But some companies are leading the charge to use services like Twitter, Facebook, and virtual Full Content »
Posted: 02/11/2016

IVR is dead. Daniel Hong, Lead Analyst, Ovum, reveals that IVRs are at a crisis point. The latest Ovum consumer preferences survey ranks IVR as one of the least successful methods to resolve caller issues on the first attempt.  Callers are frustrated.  Menu options are confusing, and the IVR does not route callers to the customer servic Full Content »
Posted: 02/11/2016

You understand the potential of Smart Services - cost reductions, minimized downtime, and increased productivity, savings, and customer satisfaction.

But who has realized these benefits?

Find out by joining us for the next Webinar in our Profiles of Leading Smart Services Program Series with Leica Microsystems, a leading manufacturer of app Full Content »
426 results
of 39
Contributor:
Posted: 07/09/2012
PodcastImage
Want to win your customers’ loyalty? It is going to take more than smiling. Make no mistake—all customer service representatives must assure they are cordial in dealing with customers, but in a marketplace exposed to customer-centric concepts like Amazon’s product recommendation system, politeness is not the key to building meaningful Full Podcast »
Contributor: call center week
Posted: 01/27/2015
Call Center IQ 2015 Event Portfolio
According to research from Forbes, over 80% of business executives still share a belief in the power of face-to-face meetings. While being mobile and web-based allows for people to engage with each other online, in-person or live conferences are a positive disruption to our usual routines.We are pleased to offer your industry the benefit of connect Full Whitepaper »