Technology Integration
196 results
of 18
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

Every Second Counts.  Use Real-Time Speech Analytics to Improve the Customer Experience and Reduce Costs in your Contact Center.

“Can you hold a minute while I look that up?” It’s a common refrain in many contact center conversations, and it means two things: it will take longer to answer the customer’s question, a Full Content »
Posted: 02/11/2016

Outstanding service pays off—for your customers, for your company. But it must be consistent across all channels. As  recent Aberdeen Group benchmark study points out, Best-in-Class companies enhancing online and contact center experiences—in unison—are seeing compelling results:


>75% first contact resolution rates Full Content »
Posted: 02/11/2016

Online chat continues to develop as both a convenient customer service channel, and a cost effective sales delivery method. But even with its growing consumer preference, impressive ROI, and high CSAT, online chat is still regarded as an immature channel. However, as more consumers go to the web for support and online shopping, there remain treme Full Content »
Posted: 02/11/2016

Enabling IT to better support changing business processes and requirements

Organizations require the ability to adapt quickly to rapidly changing economic, technological and competitive landscapes, which means undergoing near-constant change to their business processes. And in today’s IT-enabled world, that usually involves making changes 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

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

Companies count on their channel partnerships to maximize profits, add market share, expand into new markets, reduce sales costs and help customers achieve their full business potential.  However, driving business through channels effectively can be a challenge for any size organization.  Recruiting the best set of partners capable of s Full Content »
Posted: 02/11/2016

Reducing Call Center Employee Frustration While Enhancing Productivity and Customer Satisfaction

 

Creating a powerful customer experience requires that your employees have all the necessary tools and support.  

Over 70 percent of what frustrates employees translates to frustration for your customers and a significant percentage Full Content »
Posted: 02/11/2016

Many organizations are under the impression that superior customer care can be achieved by focusing solely on improving voice self-service capabilities. But how do we take measures for customers that cannot be fully self-served? In many cases, the best solution lies in creating a seamless transition between IVRs and contact center agents.

The Full Content »
Posted: 02/11/2016

How much money is your company losing in “no fault found” product returns?

So often consumers purchase products only to realize they don’t know how to use them, leading quickly to a return. The result? Your profits are tied up in perfectly-working returned products sitting in a warehouse in open boxes.  

Your call cen Full Content »
196 results
of 18
Contributor:
Posted: 06/19/2012
PodcastImage
Complaints about C-level "ignorance" have softened in the wake of reports that executives are finally recognizing the business impact of the customer experience, but that does not mean customer management professionals feel any less compelled to achieve that buy-in for their social and online customer experience strategies. To them, the 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 »