Forrester's Customer Insights

JANUARY 25, 2022

CRM strengthens customer relationships, drives company revenue, and as such becomes a C-level priority. It bleeds into the mid-office, encroaches on core contact center operations, and supports core employee workflows. Insights from CRM uplevel customer and employee engagement, driving operational excellence.

CRM 49

CRM Contact Center Employee Engagement Customer relationships 49

Oracle

JULY 16, 2019

Customer Relationship Management Conference (CRMC) 2019. Customer Contact West: A Frost & Sullivan Executive MindXchange. IMCI Contact Center Connections. Chief Customer Officer Exchange. San Jose Convention Center; San Jose, CA. B2B Online 2020. June 5 – 7, 2019. CX NYC 2019.

Conference 40

Conference Customer Experience Hotels Chief Customer Officer 40

TechSee

JANUARY 25, 2023

Over the past two decades, he has led integration and transformation efforts with ACGs Contact Centers and Field Operations. Rick has more than 15 years experience in B2B and SaaS software marketing across a diverse group of start-up, growth stage and enterprise companies.

Management 41

Management Automotive Leadership Effort Score 41

SurveySensum

JULY 14, 2020

Currently, he is serving as the Director of Customer Success at Kustomer and an Advisor at The Success League. He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ProProfs Chat

OCTOBER 13, 2020

First-call resolution or first contact resolution (FCR) is defined as a contact center’s ability to resolve customer issues or address their needs the first time they call, with no follow-up required. As a contact center metric, it is a vital part of the customer relationship management process.

How To 98

How To Self Service Banking Knowledge Base 98

Storyminers

JULY 6, 2020

Bruce is widely viewed as a leading expert in how large organizations build differentiation with customer experience. During his 12 years with Forrester Research, Bruce led the company’s B2B, financial services, and customer experience practices. For 5 years, Lynn led the world’s first global study of B2B CX practices.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Bruce is widely viewed as a leading expert in how large organizations build differentiation with customer experience. During his 12 years with Forrester Research, Bruce led the company’s B2B, financial services, and customer experience practices. For 5 years, Lynn led the world’s first global study of B2B CX practices.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Comm100

FEBRUARY 6, 2018

Comm100’s Enterprise-ready edition offers all this, plus advanced chat allocation, powerful queue management tools, automatic visitor recognition, key performance indicator (KPI) reporting, agent performance evaluation, 24/7 chat volume reports and more. Set Your 2018 Business Priorities with CCW Digital’s Winter Report.

Software 105

Software Customer Engagement Engagement Omni-Channel 105

Magellan Solutions

MAY 6, 2021

It may sound old-school, but text messaging is now being automated to reach out to customers. Once a call has been cut-off or if a customer shows interest upon initial interaction, contact centers can trigger a text message to make follow-ups with the prospective customer. Besides, some customers just need a push.

Omni-Channel 52

Omni-Channel Technology Call Center Social Media 52