C3Centricity

AUGUST 2, 2021

As mentioned last week, you can download the full white paper HERE. When you buy the wrong CRM (Customer Relationship Management) or ERP (Enterprise Resource Planning) system at work, you could be fired. Be responsive and proactive in communications. Continue Reading.

Customer Relationship Management 178

Customer Relationship Management NPS CRM Loyalty 178

Uniphore

JANUARY 4, 2022

White Papers. Umesh co-founded Uniphore with Ravi Saraogi to bridge the communication gap between man and machine using voice and speech. Before joining Uniphore, Annie was part of the leadership team at NIO, a next generation car company, leading US marketing and communications from startup through a successful IPO.

Contact Center 317

Contact Center Innovation Multi-Channel Customer Retention 317

Quadient

MAY 23, 2022

These departments may have different databases, incompatible software, and may even lack efficient communications channels with each other. Quadient is a global leader in the document management industry. Wrap-up consists of the activities required to consummate the previous call and prepare for the next one. Dick Bucci.

Contact Center 105

Contact Center Meeting Social Media Call Center 105

Calabrio

JANUARY 2, 2020

Together we are 600+ employees devoted to delivering the best Workforce Engagement Management (WEM) suite and supporting 5,800 customers worldwide. Seamless and consistent communications. We’ve made it easy to communicate with us.

Brands 221

Brands Social Media Roadmap Contact Center 221

Calabrio

JANUARY 2, 2020

Together we are 600+ employees devoted to delivering the best Workforce Engagement Management (WEM) suite and supporting 5,800 customers worldwide. Seamless and consistent communications. We’ve made it easy to communicate with us.

Social Media 190

Social Media Roadmap Contact Center Analytics 190

SmartKarrot

JULY 19, 2023

Intelligent systems can help in scenarios where all customers seem alike, the system can flag customers that have open escalations, had least communication in past week or so, have drop in product usage or utilizations, and others. CSMs would love to get updated on high performing accounts, risky accounts, new accounts and much more.

System 10

System Customer Success Financial Trends 10

Comm100

JANUARY 21, 2020

While social media is an important part of the B2B discovery process, communication with these customers usually involves more traditional channels, such as email. B2C consumers tend to prefer online channels such as live chat, texting, and social media above traditional communication. White Paper. Conclusion.

Customer Journeys 100

Customer Journeys Social Media B2C Omni-Channel 100

datastax

FEBRUARY 19, 2019

What does this mean for data management? Organizations have already been stepping up to adopt hybrid cloud solutions to achieve more mobility, scalability, and cost efficiency with their data management applications. The Impact of 5G On Data Management. Moving toward unified data management solutions. The Big Shift to 5G.

Data 79

Data Strategy Management Wireless 79

Vonage

FEBRUARY 13, 2017

In 1971 a study famously concluded that only 7% of communication is verbal. However, this often-quoted statistic not only undermines the effectiveness of spoken communications but the comprehensive nature of the research itself. The piece’s author – Professor Mehrabian of UCLA – found that 55% of communication is about body language.

Analytics 133

Analytics Customer Service Customer Satisfaction Software 133

Comm100

APRIL 6, 2020

Multichannel customer engagement refers to companies interacting with customers through multiple channels, such as phone, email, and live chat, with each channel managed in its own platform. ‘Omnichannel’, on the other hand, blends these channels with one another and manages them all from a single, unified console.

Omni-Channel 130

Omni-Channel Customer Engagement Engagement Chatbots 130

Quadient

SEPTEMBER 28, 2020

What Covid-19 has Taught Telecoms about Customer Experience Management. Here are the key findings the survey revealed and what telecom providers should keep in mind when it comes to managing their customer experience during the Covid-19 situation. . The demand for rapid communications has increased during Covid-19.

Customer Experience Management 52

Customer Experience Management Omni-Channel Self Service Customer Experience 52

Comm100

JANUARY 21, 2020

While social media is an important part of the B2B discovery process, communication with these customers usually involves more traditional channels, such as email. B2C consumers tend to prefer online channels such as live chat, texting, and social media above traditional communication. B2B tends to expect responses within 1-24 hours.

Customer Journeys 210

Customer Journeys Social Media B2C Omni-Channel 210

LiveChat

JUNE 8, 2018

Effective communication is the key to building and nurturing any relationship – be it personal or professional. Even in business, communicating with customers effectively can help you gain their loyalty – leading to repeat purchases, positive word-of-mouth, and referrals. Pay Close Attention to Your First Impression.

Communication 66

Communication Social Media B2C B2B 66

Vonage

MARCH 26, 2018

For example, using AI in conjunction with a speech analytics solution allows service managers to easily access the once abstract insights captured during contact center conversations. Also, be sure to check out our latest white paper, 3 Key Customer Service Trends for 2018 , the definitive guide for how to win at CX this year.

Omni-Channel 228

Omni-Channel Trends Customer Service Contact Center 228

Kayako

OCTOBER 6, 2015

If you sell someone a social media management suite but don’t keep them up to date on industry best practices, for instance, they’ll find someone else that will. Here’s an example of how this would look, from the table of contents for a Kayako ebook: The Ultimate Guide to Communicating Product Feedback. White papers.

eBook 120

eBook Marketing Case Study Study 120

CSM Magazine

SEPTEMBER 8, 2023

By integrating the business into the Sabio Group it expanded our focus and capability in customer relationship management (CRM). The combination makes agent and supervisor jobs more seamless, bringing enterprise contact centre and workforce engagement management (WEM) capabilities from Genesys Cloud CX to Salesforce Service Cloud.

Groups 52

Groups Leadership Multi-Channel CRM 52

Talkdesk

MAY 22, 2020

The key to generating support for a new idea is consensus building , a practice of patience, active listening and clear communication. White papers: What research already exists? I looked into white papers and blogs from industry leaders in the contact center operation space. I made sure to note the outcomes.

Contact Center 94

Contact Center Comparison Call Center Data 94

ClientSuccess

JANUARY 11, 2023

To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies. Make sure everyone is on the same page by over-communicating when necessary. Embracing the Golden Rule in Your Operations.

Customer Success 80

Customer Success eBook Loyalty Conference 80

NICE inContact

NOVEMBER 9, 2018

But contact centers are not built to serve managers, they are built to serve customers. Workforce management (WFM) software can help. This will eliminate the need to manage WFM as a separate application as well as give you the best results. Does your contact center support these communications channels?

Contact Center 122

Contact Center Contact Center Software Self Service Chatbots 122

CX University

APRIL 2, 2024

Delivering the employee value proposition hinges on how effectively an organization communicates and acts. Employees wrote, ‘Although we love and adore our customers, we must stand for the community and not allow corporate greed…” to reign. These are critical milestones in the employee journey. A Challenge to CX Strategies?

Strategy 52

Strategy Financial Leadership Apparel 52

Kustomer

AUGUST 4, 2023

The Opportunities and Challenges of Leveraging Real-Time Customer Service Feedback The team at Kustomer have been quick to pick up on the value of customer service feedback and conversational support , providing helpful content with various blogs and a white paper. Get the team together and kick-off.

Feedback 52

Feedback Insurance Omni-Channel Travel 52

Playvox

NOVEMBER 3, 2021

According to a white paper from the UNC Kenan-Flagler Business School , when collaboration permeates organizations, they experience huge bottom-line benefits, including engaged employees, attracting and retaining talent, increased velocity, and profitability. Teamwork, sharing knowledge and best practices feed company culture.

Contact Center 103

Contact Center Culture Competitive Advantage Leadership 103

datastax

JULY 29, 2019

It’s time for them to take the next step, bringing what they brought the applications to the world of data management. The age of containers and rapid application development requires new tools for data management. Configuration management. Let’s take a deeper look into why Kubernetes is a great option for data management.

Data 40

Data Management Software Tools 40

Customer Bliss

FEBRUARY 21, 2019

In today’s episode, we’re going international with Rekha Weerasooriya , General Manager of Customer Experience Management and People Development at Dialog Axiata , the number one telecommunications provider in Sri Lanka. Rekha explains how she instituted her own method of the three Rs: read, research, and reapply.

Telecommunications 120

Telecommunications Company Culture NPS 120

Avaya

JANUARY 29, 2019

Call Recording – A full-time, enterprise recording and archiving solution to help enhance industry compliance, reduce liability, and support customer engagement management. Automated Quality Management – Automate the entire quality management process, from scoring evaluations to assigning coaching.

Engagement 67

Engagement Customer Experience Contact Center e-support 67

Customer Bliss

FEBRUARY 21, 2019

In today’s episode, we’re going international with Rekha Weerasooriya , General Manager of Customer Experience Management and People Development at Dialog Axiata , the number one telecommunications provider in Sri Lanka. Rekha explains how she instituted her own method of the three Rs: read, research, and reapply.

Telecommunications 111

Telecommunications Company Culture NPS 111

CSM Magazine

JUNE 7, 2023

This can help you enhance your document management system without sacrificing document quality. Maintain Strong Communication Establishing effective communication with customers is a great way to show them that they can trust you. It’s crucial to introduce clear and consistent communication channels, that customers can rely on.

Tips 52

Tips Social Media Policies Case Study 52

Comm100

OCTOBER 17, 2017

White Paper] The Guide to Becoming a Top Performing Live Chat Operator. Here we offer 12 essential tips for live chat operators to communicating effectively, addressing customer issues efficiently, and representing your brand professionally. White Paper] The Guide to Becoming a Top Performing Live Chat Operator.

Customer Service 126

Customer Service Social Media Customer Satisfaction Customers 126

Andrew Mcfarland

SEPTEMBER 21, 2022

These skills include relationship-building, analysis of trends, prospect identification, and project management. People with this skill can also communicate effectively and make others feel comfortable. In this case, you can provide them with content like e-books, webinars, and white papers. Project management skills.

How To 48

How To Trends Case Study eBook 48

Comm100

MAY 31, 2016

Create a comprehensive return policy that can be communicated on its own web page. Make sure your email support team and chat operators are aware of the return policies and can communicate them clearly. Blog, reports, and white papers. Offer Comprehensive Self-Service Options. Take the Customer-Centric Approach.

Retail 107

Retail Self Service How To Policies 107

Education Services Group

APRIL 25, 2021

You might start with a fantastic human capital management program for your CS team. We’ve taken the concept of a mature CS organization and broken it into this framework to make the daunting task of constructing a scalable, effective practice more manageable and more efficient. Digital Communication. In fact, I have.

Customer Success 91

Customer Success Customer Journeys Roadmap Return on Investment 91

datastax

OCTOBER 11, 2018

Multi-Cloud Database Management Platforms are Key to Success. Supporting all of this flexibility (or not) are your databases; more specifically, your data management strategy. Multi-cloud databases are essential, but not every database management platform offers the unique features that fully support a multi-cloud architecture.

Multi-Channel 74

Multi-Channel Roadmap Strategy Data 74

Confirmit

FEBRUARY 26, 2019

Despite the provision of dashboards, reports and alerts communicating the need for change, why do our programs struggle to continue to deliver true business results, particularly after the first flush of ‘‘low hanging fruit’’? Voice of the Customer White Papers. STEP THREE: Nudge. STEP FOUR: Monitor.

Engagement 40

Engagement Groups Analytics Technology 40

CSM Magazine

JANUARY 24, 2023

Joe O’Brien, Global Corporate Communications Manager at Sabio Group , takes a close look at the conversational AI tool, ChatGPT. Alternatively, you can learn more about how the contact centre, AI & Automation and CRM landscape is starting to converge by downloading Sabio’s White paper here.

Contact Center 52

Contact Center Chatbots Comparison Training 52

COPC

OCTOBER 13, 2021

2020 was indeed a unique year for vendor managers and their outsourced partners. Vendor management organizations (VMOs) worldwide shared that the COVID-19 pandemic adversely impacted their outsourcers’ ability to meet organizational strategic goals. Optimizing virtual management and supplier business planning. Recruiting.

Contact Center 52

Contact Center Call Center Training Management 52

Totango

SEPTEMBER 22, 2022

Document management. Managing internal and external communications. For example, SaaS management tools, SaaS testing tools for IT teams, and SaaS security tools. This can be anything from downloading a white paper to signing up for a trial. SaaS CRM (Customer Relationship Management) Solution.

Tools 71

Tools CRM Analytics Advertising 71

CSM Magazine

JANUARY 12, 2021

Know what you want to achieve and communicate it – the first step starts with defining what AI success means to your organisation. Establish the end-goal, making sure to communicate it to key stakeholders so everyone understands the organisational and project objectives, and what success looks like. 5 steps to AI success.

Self Service 52

Self Service Average Handle Time Automotive Chatbots 52