InMoment XI

AUGUST 30, 2022

Can we connect you with a customer success manager via chat? To learn more about customer satisfaction surveys and the best way to utilize them, download our free white paper here! How can our employees better support your business’s/your goals? Why did you choose our product over a competitor’s?

Customer Satisfaction 493

Customer Satisfaction Net Promoter Score Survey Effort Score 493

Confirmit

JULY 7, 2017

This causes management to focus primarily on efficiency metrics to measure success while failing to realize the potential of the contact center to serve as a driver of long term profitable customer relationships, and a source of competitive differentiation. Voice of the Customer White Papers.

Contact Center 40

Contact Center Course Metrics Customer relationships 40

Clarivate

APRIL 3, 2024

We explored these timely topics with a panel of experts, capturing their insights in a new white paper entitled “The future of the IP legal profession: Balancing the rise of artificial intelligence with human expertise.” Hill noted that emerging tools are unlocking new capabilities for IP management. You can access it here.

Technology 59

Technology Strategy Analytics Government 59

ijgolding

JULY 24, 2018

‘Culture by design’, a white paper by Pelorus Jack and prominent academics from Cranfield School of Management , explores how to connect organisations with their customers to create a consistent, world-class customer experience that leads to sustained commercial success. You can download the whitepaper here.

Culture 123

Culture Customer Experience Management Employee Engagement 123

Clarivate

DECEMBER 18, 2023

Rapid advancements in artificial intelligence will undoubtedly influence intellectual property law and practice , forcing IP practitioners and their technology partners to reevaluate certain assumptions in how IP is created, protected and managed. Likely, change will not come as a revolution but through a series of incremental steps.

Resources 59

Resources Case Study Innovation Report 59

C3Centricity

JULY 27, 2021

If you can’t wait for Part 2 next week, you can download the full white paper HERE. I have been fortunate to have managed over 250 voice of the customer projects in B2B over the last four decades, with over 50 engagements on customer satisfaction and loyalty. Senior Management Paradigms and Expectations.

B2C 179

B2C B2B Customer Satisfaction Industry 179

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. In addition to using NPS, we also like to use other diagnostic questions to see how we can improve.

Customer Relationship Management 178

Customer Relationship Management CRM NPS Loyalty 178

NICE inContact

JULY 26, 2019

Discover the possibilities in our latest white paper: AI for CX: Practical Investments, Proven Return. Download the white paper today. What practical steps can your organization make to utilize the powerful capabilities of AI?

Contact Center 137

Contact Center Chatbots Call Center Analytics 137

datastax

JUNE 27, 2019

As IoT-enabled supply chains increase exponentially in the oncoming years, data management specialists are faced with a new challenge: handling IoT data at scale. The speed and velocity of data that will be generated with the adoption of 5G and the use of connected vehicles and devices means there will be dozens of new data points to manage.

Data 107

Data Management Competitive Advantage Connections 107

ShepHyken

NOVEMBER 14, 2022

Harvard Business Review) Years ago, in the legacy, on-premises world of siloed call centers, in-house CX management was much simpler. It was fairly one-dimensional, easily addressed with physical phone banks and basic staff management processes. Companies are struggling, and if they don’t manage the problems well, customers notice.

Customer Service 69

Customer Service Loyalty Programs Loyalty Tips 69

Clarivate

JANUARY 30, 2023

Dinesh Narayanan Kutty, Senior Director, Product Management and Gaurav Sawant, Associate Director, Service Operations at Clarivate reveal what IP and R&D teams need to know about SEPs and what it means for their SEP and IP strategies.

Telecommunications 52

Telecommunications Automotive Policies Healthcare 52

NICE inContact

AUGUST 20, 2019

How well does your system support modern call center requirements like omnichannel , digital channels , workforce management and more? If you want to learn more and hear firsthand from Sheila as she discusses this framework, consider attending her webinar or by reading her white paper “ Navigating the Contact Center Purchase Decision ”.

Contact Center 136

Contact Center Contact Center Software Call Center Omni-Channel 136

NICE inContact

AUGUST 20, 2019

How well does your system support modern call center requirements like omnichannel , digital channels , workforce management and more? If you want to learn more and hear firsthand from Sheila as she discusses this framework, consider attending her webinar or by reading her white paper “ Navigating the Contact Center Purchase Decision ”.

Contact Center 136

Contact Center Contact Center Software Call Center Omni-Channel 136

Esteban Kolsky

JANUARY 29, 2019

One of these awesome clients is Transversal, and they wanted to see what I could do in relation to using Artificial Intelligence to augment Knowledge Management. I have good clients that like what I say and write, and they hire me to explore topics that are emerging in the enterprise. Check it out, come back and let me know your thoughts.

Case Study 92

Case Study Study Innovation Interaction 92

datastax

JANUARY 2, 2019

Data management had a stellar 2018—with hybrid and multi-cloud taking front and center stage and continuing to dominate the data concerns of most enterprises. With another year starting, now is probably a good time to take a look at what’s to come in the world of data management for 2019 and beyond. Data governance. Kafka and Docker.

Trends 105

Trends Data Management Government 105

Daniel Group

SEPTEMBER 22, 2022

Three Steps to Excellent CX: Measure, Manage, and Improve. A 2022 white paper sponsored by Emplifi highlighted the importance of providing great CX and how far many companies are from achieving it. To name a few, we have predictive analytics, dashboards, digital surveys, feedback management, AI, etc. Step 2, Manage.

Measurement 52

Measurement Management Customer Journeys B2B 52

TechSee

OCTOBER 19, 2021

Managing these product returns takes a significant bite out of a company’s bottom line. To learn more about how your business can use visual assistance technology to resolve the headache of how to reduce returns, download the White Paper here. of total U.S. retail sales – in 2020. Truck Roll Rates, and.

How To 124

How To e-support Self Service Retail 124

inQuba

DECEMBER 5, 2018

Get the White Paper. The post Customer Journey Management for Financial Services & Insurance appeared first on inQuba. Share this page with a friend. Request a Demo. Download the handout. Slide Material. inQuba: The Science of Retaining Customers in Financial Services & Insurance [Aus Webinar] from Antony Adelaar.

Insurance 45

Insurance Financial Customer Journeys Management 45

Quadient

MAY 23, 2022

Quadient is a global leader in the document management industry. Recognizing the frequent and costly mistakes that occur at the fulfillment level at contact centers, the company has launched products that address the problems of communications management within the contact center environment. Customer Experience. Experience.

Contact Center 105

Contact Center Meeting Social Media Call Center 105

SaleMove

MAY 14, 2021

In response to consumer demand, Decision Research reports that in 2020 many P&C insurers “improved customer service areas such as self-service portals for policyholders, designed more user-friendly websites and apps, and optimized their call centers to manage additional doubts and concerns from policyholders.”.

Insurance 52

Insurance Self Service Contact Center Call Center 52

Kayako

MAY 13, 2022

A well-managed customer community can increase customer loyalty and convert some engaged customers to brand evangelists. White papers. Customer Community: an online space where customers can share feedback, ideas, reviews, and advice. Other content sources include: FAQ sections. Blog posts. User guides. How-to guides.

Self Service 275

Self Service Knowledge Base e-support Policies 275

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

Circular Edge

JULY 28, 2022

In the current state of the market, not all cloud providers can step up to the challenge of providing an integrated offering, and that forces companies to manage more platforms than they want.

Apparel 52

Apparel Ecommerce Telecommunications Transportation 52

Circular Edge

JULY 21, 2022

Download this white paper to learn how implementing a comprehensive system like NetSuite can increase efficiencies in your business operations. As an entry-level accounting system, QuickBooks is a logical choice for small businesses and entrepreneurs looking for an easy way to track basic finances. And it works – until it doesn’t.

Apparel 52

Apparel Ecommerce Telecommunications Transportation 52

Comm100

JANUARY 21, 2020

With live chat routing rules, businesses can help high-level B2B clients move through the digital customer journey by putting them in touch with a dedicated account manager to ensure a consistent and personalized experience. This post is the second of two that are based on our Omnichannel white paper. White Paper.

Customer Journeys 100

Customer Journeys Social Media B2C Omni-Channel 100

Circular Edge

JULY 29, 2022

Download this white paper to understand many of the issues that manufacturers and distributors typically face, and why so many have decided to move to NetSuite—the #1 cloud ERP for manufacturing companies.

Apparel 52

Apparel Ecommerce Telecommunications Transportation 52

Daniel Group

OCTOBER 8, 2022

Too often, managers tend to “set and forget” their CX programs. I recommend my two recent blogs for further reading on how you can continue to improve your CX program: Three Steps to Excellent CX: Measure, Manage, and Improve Does Emotionally Engaging with Customers Matter? Is your CX program just running in the background?

Feedback 52

Feedback Measurement Sales Groups 52

Confirmit

JANUARY 9, 2018

Confirmit Action Management automates that process. Confirmit Action Management monitors your Voice of the Customer survey results for you and automatically assigns issues to the correct department or individual based on configurable rules tailored to your unique business needs. Download the factsheet to learn more.

Management 40

Management Customer Voice Measurement Survey 40

Confirmit

JANUARY 9, 2018

Confirmit Action Management automates that process. Confirmit Action Management monitors your Voice of the Customer survey results for you and automatically assigns issues to the correct department or individual based on configurable rules tailored to your unique business needs. Download the factsheet to learn more.

Management 40

Management Customer Voice Measurement Survey 40

Zeisler Consulting

SEPTEMBER 27, 2023

White papers and ‘studies’ abound touting the goodness and awesome results guaranteed by “doing CX” (usually defined as putting someone “in charge of CX,” whatever that means) within your company. If that means that CX is ‘nothing new under the sun,’ so be it.

Chief Customer Officer 72

Chief Customer Officer Customer Centricity Culture Resources 72

Comm100

DECEMBER 8, 2016

Whether you’re a management professional or a frontline representative, it’s essential to manage customer expectations to the best of your ability. Though we’ve reviewed ways to manage customer expectations in the past, this time around we want to specifically explore how language shapes your customers’ expectations.

Customer Expectations 100

Customer Expectations Communication Management How To 100

Vonage

FEBRUARY 13, 2017

The top priority for most contact centre managers is to ensure their team is delivering a high level of customer service. In NewVoiceMedia’s White Paper, Serial Switchers Strike Again , we discovered that 70% of consumers are more loyal to a company when they provide excellent customer service, and 40% spend more.

Analytics 133

Analytics Customer Service Customer Satisfaction Software 133

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. . Stephanie Clarke. Mon, 09/28/2020 - 16:27.

Customer Experience Management 52

Customer Experience Management Omni-Channel Self Service Customer Experience 52

Integrity Solutions

JANUARY 15, 2020

To get those numbers where they need to be, managers typically focus on sales activity levels. The reason managing activities and numbers doesn’t solve the problem is simple: These areas fall within the realm of “skillset,” and while skills matter, sales success is very much also a factor of mindset —of will.

Sales 90

Sales Banking Guidelines Tips 90

Zeisler Consulting

NOVEMBER 22, 2022

Have there been white papers and think pieces that show that a company’s HR budget (to turn it into cold, hard numbers) is directly tied to its profitability? Surely we all know that it’s a good business practice, and good for business outcomes, to find, recruit, hire, compensate, develop, support, incentivize, and retain good talent.

ROI 72

ROI Culture Sales Training 72

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

White papers: What research already exists? I looked into white papers and blogs from industry leaders in the contact center operation space. It could be engineers or product managers, for instance. I made sure to note the outcomes. This step is about socializing your idea with stakeholders.

Contact Center 94

Contact Center Comparison Call Center Data 94