The Role of the Contact Center in an Omnichannel Environment To Drive Revenue and Efficiency
|
|
- Philippa Griffin
- 8 years ago
- Views:
Transcription
1 The Role of the Contact Center in an Omnichannel Environment To Drive Revenue and Efficiency
2 Today s Presenters Page 2 D. Scott Andrick Director Retail Banking Pegasystems Peg Marty EVP, Head of Contact Center Citizens Financial Group
3 Three Factors Bearing Down Technology Customer Experience Demographics Page 3
4 Technology A PICTURE IS WORTH A THOUSAND WORDS Page 4
5 Retail & The Customer Experience Page 5
6 Demographics (aka Millennials) Page 6
7 Page 7 10 Thoughts for 2015
8 Getting Started 5 Steps to a Customer Experience Transformation 1. Understand the FULL Customer Journey 2. Listen to Your Customers and Your Employees 3. Demand a Seat at the Engagement Table 4. Ensure Your KPI s Match Your Customers Needs 5. Obtain Executive Management Buy-In Page 8
9 Employ Technology 5 Technologies Essential for a DIGITAL Transformation 1. Expand Case Management Across Channels 2. Use BPM to Standardize 3. Invest in Analytics & Decisioning 4. Employ Chat/Co-Browse 5. Eliminate Screen/Application Overload Page 9
10 Why Does It All Matter? Page 10
11 Peg Marty, Citizens Bank Page 11
12 Technology is transforming customer experience across industries RETAIL MEDIA TELECOMS 60% of retail sales are searched online; online sales are 9% AIRLINES 10+ major US newspapers out of business in last 5 years BOOKS Skype s int l call traffic growing at 36%; fixed and mobile at 7% TRANSPORTATION Around 60% of travel reservations are made online ebooks represent ~30% of new book revenues in the US Uber in over 100 cities worldwide after 5 years Page 12
13 Omni Channel Engagement Physical and Virtual Converging Page 13 Basically customers want to decide When Where How and the experience needs to be effortless.
14 Customers don t want to talk to you... But they are still calling Today Future High effort, not connected, navigation difficult, transaction based Integrated pathway, highly personalized, focused on customer engagement Page 14
15 Re-imagine the Contact Center External influences reshaping the industry Customer behaviors and expectations changing Call complexity increasing Voice of the customer more prominent New sources of revenue needed Are you ready? Page 15
16 Re-imagine the Contact Center The trouble with the future is that it usually arrives before we re ready for it. ~ Arnold H. Glasow Page 16
17 Re-imagine the Contact Center The future requires experiences that are: Simple Relevant Effortless Personal Page 17 Choice is expanding How do you get customers to choose you! 17
18 Focus on the Basics Customers talk about a negative experience more than a positive experience Get the experience right Embrace Failures and Learn Drive out complexity, increase 1 st contact resolution to reduces cost Eliminate the call altogether Measure things that are important to the customer. Page 18
19 Are you measuring the right things? Time Bound Metrics Behaviors AHT Speed to answer Calls per hour Productivity Advocacy Issue resolution Issue avoidance Positive language Page 19
20 Are you providing the right feedback? Most QA programs designed to meet company needs..rather then customer needs Compliance Authentication Process & procedures Scripted outcomes Transactional Customer advocacy Issue identification Resolution Next issue avoidance Mutually beneficial outcome Page 20 Are your reps empowered with the right knowledge?
21 Out with the old.. Hiring practices out of step Focused on Production Rote training Scripted resolution Checklist based measurement Emphasis on call efficiency Page 21
22 In with the new. Hire right people Focus on Engagement Coaching over training Tailored resolution Customer centric measures Emphasis on call effectiveness Page 22
23 Know what your customers want and what your company does best Culture hard to copy The more you engage with customers, really listen and understand, the clearer it becomes to know how to focus your energy & resources 70% of buying decisions based on how customers feel they are being treated 5% increase in customers retention can lead to significant increase in profit margin Page 23
24 Genuine relationships trump technology The human factor still matters Significantly I know you I like you I trust you Engaged customers are more loyal. make more purchase. stay true to the brand advocate Page 24
25 Takeaways Simplify Make it easy for the customer Get really good at the basics Empower frontline colleagues Listen to the customers Understand why they call What is relevant for them They define the experience Adapt Measure the right things Use service failures to drive change Test & learn Page 25
26 Looking forward. Change happens at the speed of thought End to end experiences redesigned based on voice of the customer Evolve from reactive to giving advice and offering solutions Page 26
27
Evolving From Contact Center to Engagement Center
Evolving From Contact Center to Engagement Center Steve Kraus Senior Director, Product Marketing PEGASYSTEMS Today s digitally empowered customers are more demanding than ever. They expect a quick, accurate
More informationElevate Customer Experience and Engagement in the New Digital World
Elevate Customer Experience and Engagement in the New Digital World John Chan CRM Solutions Lead, Microsoft Business Solutions Microsoft Asia Customer buying behavior has fundamentally changed therefore,
More informationPREDICTIVE MARKETING, DIGITAL ATTRIBUTION, OPTIMIZATION, AND DATA-DRIVEN PERSONALIZATION
PREDICTIVE MARKETING, DIGITAL ATTRIBUTION, OPTIMIZATION, AND DATA-DRIVEN PERSONALIZATION A m a r t y a B h a t t a c h a r j y a & S u n e e l G r o v e r P r i n c i p a l S o l u t i o n A r c h i t
More informationGetting Behind The Customer Experience Wheel
Getting Behind The Customer Experience Wheel Create a Voice of the Customer Program for your Organization In any business, serving your customers well is critical to success, loyalty and growth. But do
More information20 CUSTOMER SERVICE BEST PRACTICES HOW TO DELIVER EXCEPTIONAL SERVICE
20 CUSTOMER SERVICE BEST PRACTICES HOW TO DELIVER EXCEPTIONAL SERVICE We are firm believers in putting the customer back in customer service. The world has changed. People and devices are more connected,
More informationModern Customer Care In a Multi-Channel World
An Oracle White Paper March 2015 Modern Customer Care In a Multi-Channel World By David Lanning, Senior CX Strategist and Jeff Griebeler, Principal Sales Consultant Executive Overview The Connected Customer
More informationThe Executive s CXM Strategy Guide
The Executive s CXM Strategy Guide Cut through the CXM noise Customer Experience Management (CXM) is a strategy and practice for delivering online and offline customer experiences to acquire and retain
More informationService & Engagement: How to step up and stand out in this era of social and technical change
Service & Engagement: How to step up and stand out in this era of social and technical change In the next few pages, we share our point of view on the drivers that are changing customer expectations and
More informationBLAST OFF. What does the future hold for contact centers, business operations, and the customer experience? TO THE FUTURE OF CUSTOMER ENGAGEMENT
BLAST OFF What does the future hold for contact centers, business operations, and the customer experience? TO THE FUTURE OF CUSTOMER ENGAGEMENT 1 MORE THAN A FASTER ROCKET. We re on the precipice of a
More informationConnecting the Dots on the Omnichannel Customer Journey
A new e-book from TeleTech for sales, marketing, and customer care leaders. Connecting the Dots on the Omnichannel Customer Journey Everybody s talking about omnichannel these days. But what is omnichannel
More informationFive Guys. Case Study: How Five Guys empowers over 1,200 franchisees on social with Hootsuite
Case Study: Five Guys How Five Guys empowers over 1,200 franchisees on social with Hootsuite In 1986, Five Guys opened its first location in Arlington, Virginia as a familyrun restaurant named after, you
More informationThe customer experience: have customers been forgotten?
The customer experience: have customers been forgotten? In the current economic climate, keeping customers happy ought to be at the top of every company s agenda. But many managers are simply too bogged
More informationExperience Is Everything
RETAIL PLAYBOOK Experience Is Everything 3 Critical Ways to Boost Customer Satisfaction in an Omnichannel World Retail m 8.8% ore than two decades after the first secure online purchase, the bricks-to-clicks
More informationCustomer Experience Management
Customer Experience Management 10 tips for the successful development and execution of Chris Bland Research Director SPA Future Thinking Introduction, sometimes referred to as Customer Feedback Programmes,
More informationGlobal Insights on Succeeding in the Customer Experience Era. Copyright 2013, Oracle and/or its affiliates. All rights reserved.
Global Insights on Succeeding in the Customer Experience Era 1 Contents Introduction 3 Methodology 4 Executive Summary 6 Findings 7 Our Take 16 Industry & Regional Appendix 18 2 Introduction Today s consumers
More informationSocial Media ROI Essentials: Measuring What Really Matters
Social Media ROI Essentials: Measuring What Really Matters Maria Saltz Sr. Manager, Social Media Analytics The Real Value of Your Social Followers Customers that engage with brands on Social Media Stronger
More informationWearable Technology Survey
Wearable Technology Survey Wearable Tech Survey Section 1.0: What impact will wearable technology have on customer engagement? Brands understand the consumer is empowered with the ability to influence
More informationCentral Ohio s Small Business Resource
Central Ohio s Small Business Resource Who is @Tonya Wilson? Program Coordinator for the Ohio SBDC at Columbus State Manage SBDC marketing, branding, outreach, digital media & events AAS Multimedia Production
More informationSMART MARKETING GROWS LOYALTY AND REVENUES
SMART MARKETING GROWS LOYALTY AND REVENUES NCR Airline Digital Marketing helps you boost revenues and build customer loyalty An NCR Travel Brochure First look: what our customers say Initial feedback from
More informationThe New Global Customer Experience Management Mandate
The New Global Customer Experience Management Mandate SECTION 1: INTRODUCTION AND OVERVIEW Introduction Customers, along with technology, have evolved in the information age. As individuals, they expect
More informationWhite Paper Preparing Your Contact Centers for the Customer Experience Tsunami. Transforming Passion into Excellence
Preparing Your Contact Centers for the Customer Experience Tsunami Executive Summary Recently, Gartner surveyed 315 international companies with revenues of at least $500 million across the financial services,
More informationThe Top 10 Optimization Best Practices for Financial Services
ebook: The Top 10 Optimization Best Practices for Financial Services a publication from Introduction Better Engage and Convert Website Visitors Financial services companies are facing a new challenge:
More informationCUSTOMER EXPERIENCE MANAGEMENT AND CUSTOMER RETENTION Superior customer care is a powerful competitive differentiator.
customer experience / aug 2014 CUSTOMER EXPERIENCE MANAGEMENT AND CUSTOMER RETENTION Superior customer care is a powerful competitive differentiator. By Dick Bucci, Pelorus Associates Pipeline Articles
More informationComprehensive Guide to Marketing Like Starbucks
Comprehensive Guide to Marketing Like Starbucks 1 Introduction 6 reasons Starbucks Marketing Communications Strategy is so Effective is one of our most popular posts, continuing to be a top performer even
More informationWebsite Improvements for More Successful E-Commerce
Website Improvements for More Successful E-Commerce FROM LANDING PAGE TO SHOPPING CART Reminders for Today s Webinar Webinar recording & slides: will be emailed to you within 48 hours after the event Discussion:
More informationHow to Catapult your Contact Center through the Next Wave of Customer Expectations. Steve McKinney Customer Experience Designer COMPLEX SYSTEMS ONE
How to Catapult your Contact Center through the Next Wave of Customer Expectations. Steve McKinney Customer Experience Designer COMPLEX SYSTEMS ONE The New World of Customer Service The New World of Customer
More informationStrategies to Optimize Call Center Performance
Strategies to Optimize Call Center Performance Financial services customers demand superior service and support as the price of their ongoing loyalty and patronage. In today s experience-driven economy,
More informationMaximizing Customer Retention: A Blueprint for Successful Contact Centers
Maximizing Customer Retention: A Blueprint for Successful Contact Centers Sponsored by Table of Contents Executive Summary...1 Creating Loyal Customers: A Critical Company Goal...1 Causes of Customer Attrition...2
More informationUnderstanding the Real Impact of Social Media Monitoring on the Value Chain
March 2013 Understanding the Real Impact of Social Media Monitoring on the Value Chain More and more companies have turned to social media monitoring or social listening tools to find the critical insights
More informationWelcome to the World of Multimodal Customer Service
Welcome to the World of Multimodal Customer Service Welcome to the World of Multimodal Customer Service Table of Contents Welcome to the World of Multimodal Customer Service 3 Multimodal Contact Center
More informationThe Contact Center: Low-Cost Driver or Strategic Differentiator?
The Contact Center: Low-Cost Driver or Strategic Differentiator? Prepared by: Telerx 723 Dresher Road Horsham, PA 19044 1.800.2TELERX www.telerx.com Contact center work has historically been viewed as
More information10 Rules for Customer Experience Excellence
10 Rules for Customer Experience Excellence Rule1: Have a Deep Understanding of Your Customer before You Design or Implement any Customer Experience Program. This may sound like an obvious rule but one
More informationBest Practices in Optimizing Member & Donor Engagement and Support
Best Practices in Optimizing Member & Donor Engagement and Support June 2, 2011 RightNow Technologies, Inc. Agenda and Presenters Welcome Industry Challenges Solution Overview Case Examples Question and
More informationSTAYING ON TOP IN AN INDUSTRY ON THE MOVE NCR Travel Services has what it takes to help you deliever what your customers are asking for
STAYING ON TOP IN AN INDUSTRY ON THE MOVE NCR Travel Services has what it takes to help you deliever what your customers are asking for An NCR Travel Brochure Happy customers? It s all about being ready.
More informationCUSTOMER SERVICE: WHAT IF YOU COULD.
CUSTOMER SERVICE: WHAT IF YOU COULD. Bill Marshall, Director, Pegasystems 1 BILL MARSHALL HEALTHCARE PRINCIPAL PEGA HEALTHCARE What if you could Excel in the Customer Journey 3 Excel in the Customer Journey
More informationWhite Paper Service Excellence: Transforming the Customer Experience
White Paper Service Excellence: Transforming the Customer Experience Telephone: +44 (0)20 7960 4197 Email: info@makepositive.com makepositive.com Are we really getting the most from technology? Hello from
More informationBeyond Net Promoter Scores
Beyond Net Promoter Scores Understanding Customer-Generated Word of Mouth A Shirman Group Client Brief The highly popular Net Promoter Score (NPS) customer satisfaction metric has gained broad adoption
More informationEveryone can change the web. Anytime. Anywhere.
Everyone can change the web. Anytime. Anywhere. Create a compelling, dimensional web experience and engage your customers. Experience is everything. 1 2 3 Experience Is Everything Why customers leave your
More informationTwelve Ways Healthcare Organizations Are Enhancing Patient Experience. A WBR Digital ebook
Twelve Ways Healthcare Organizations Are Enhancing Patient Experience A WBR Digital ebook September 2014 Introduction Table of Contents Introduction... 2 Research Findings The Institutionalization of Patient
More informationSocial Media: An Ocean of Customer Feedback. Living customer centricity in a digital world
Social Media: An Ocean of Customer Feedback Living customer centricity in a digital world Why Are You Here? The value that ICSA provides Customer centricity is not just the hot term Customer satisfaction
More informationLoyalty to service provision: creating loyalty through the customer experience
Loyalty to service provision: creating loyalty through the customer experience WWW.SBS.OXFORD.EDU EDUCATING LEADERS FOR 800 YEARS Dr Richard Cuthbertson Research Director Oxford Institute of Retail Management
More informationStrategies to Improve the Customer Experience 3eBook
Strategies to Improve the Customer Experience 3eBook 2 Three Strategies to Improve the End-to-End Customer Experience (CX) Focus on the following areas to take your customer experience to the next level:
More informationCreating the customer experience
Creating the customer experience INSIGHT. EXECUTION. ADVANTAGE. Customer experience outsourcing that transforms business performance 3 Your customer management future 5 The Webhelp difference 8 Services
More informationBest Practice in Customer Experience Management
Best Practice in Customer Experience Management This report looks at best practice in implementing voice of the customer programmes to help retail businesses understand what their customers want and how
More informationCustomer Experience: Essential Requirements for Company Profitability and Competitive Success
Customer Experience: Essential Requirements for Company Profitability and Competitive Success By Dr. Natalie Petouhoff TABLE OF CONTENTS Executive Summary...1 Economic Imperative of Focusing on the Customer
More informationThe Executive Guide to Agile BPM for Retail. A readiness assessment
The Executive Guide to Agile BPM for Retail A readiness assessment Retailers have traditionally organized their operations by sales channels (store, Web and catalog), with supporting business processes
More informationWhy Business Intelligence is Mission Critical for Winning Against Your Competition. By Stan Cowan Senior Solutions Marketing Manager
White Paper Business Intelligence Why Business Intelligence is Mission Critical for Winning Against Your Competition By Stan Cowan Senior Solutions Marketing Manager Why Business Intelligence is Mission
More information6 SECRETS TO OFFERING EXCEPTIONAL CUSTOMER SERVICE
6 SECRETS TO OFFERING EXCEPTIONAL CUSTOMER SERVICE Introduction THE SERVICE GAP The vast majority of people are not experiencing great service. Nearly a third of consumers believe that businesses are now
More informationKUNDENKONTAKT IM ZEICHEN DER ZEIT
KUNDENKONTAKT IM ZEICHEN DER ZEIT Aspect Software Bruchsal 25. September 2015 2013 Aspect Software, Inc. All rights reserved rev: Mar 2013 MARKET TRENDS q Pain Free Customer Service Omni-Channel Services
More informationNICE MULTI-CHANNEL INTERACTION ANALYTICS
NICE MULTI-CHANNEL INTERACTION ANALYTICS Revealing Customer Intent in Contact Center Communications CUSTOMER INTERACTIONS: The LIVE Voice of the Customer Every day, customer service departments handle
More informationThe banking call centre Evolving to meet customers expectations
The banking call centre Evolving to meet customers expectations What purpose does telephony serve in modern day banking? What functionality and culture are required to meet customer demands? The digital
More informationRIGHTNOW MULTI-CHANNEL CONTACT CENTER BENCHMARK REPORT
RIGHTNOW MULTI-CHANNEL CONTACT CENTER BENCHMARK REPORT Improving the Customer Experience While Reducing Operating Costs 1 2009 RightNow Technologies. All rights reserved. RightNow and RightNow logo are
More informationSAP s 360 Approach to Web Localization. Rashmi Schaefers & Hajo von Kracht Digital Channel Localization SAP AG June 2011
SAP s 360 Approach to Web Localization Rashmi Schaefers & Hajo von Kracht Digital Channel Localization SAP AG June 2011 What is Localization? Country Communications Tonality Governance Localization Analytics
More informationChapter. Enterprise Business Systems
Chapter 4 Enterprise Business Systems Learning Objectives Identify and give examples to illustrate the following aspects of customer relationship. Business processes supported Customer and business value
More informationCustomer Experience Management
Customer Experience Management Best Practices for Voice of the Customer (VoC) Programmes Jörg Höhner Senior Vice President Global Head of Automotive SPA Future Thinking The Evolution of Customer Satisfaction
More informationMaintaining a Competitive Edge with Interaction Analysis
Explore Maintaining a Competitive Edge with Interaction Analysis Winner of the Frost & Sullivan 2007 Product Innovation Award Autonomy etalk White Paper Maintaining a Competitive Edge with Interaction
More informationThe investigation. The purpose of the study is to determine the state of the U.S. workplace as viewed by America s workforce.
The investigation APCO Worldwide and Gagen MacDonald jointly sponsored an online survey among U.S. adults who have been employed full-time at least one year at a company with at least 500 employees. The
More informationImproving customer relationships
White paper Customer Engagement Improving customer relationships How top companies maximize lifetime value through effective customer engagement Page 2 Customer experiences help drive long-term profits.
More informationHow To Meet Customer Expectations On Mobile
IBM Software Industry Solutions Meeting the expectations of the mobile customer Strategies for offering a consistent customer experience across channels Meeting the expectations of the mobile customer
More informationSOCIAL MEDIA. About Infosys. The Rise of Social Media in Financial Services Balancing Risk and Reward
The Rise of Social Media in Financial Services Balancing Risk and Reward SOCIAL MEDIA About Infosys Many of the world s most successful organizations rely on Infosys to deliver measurable business value.
More informationCalculating the ROI for Social Customer Service:
Calculating the ROI for Social Customer Service: How to Combine Strategy with ROI to Accelerate Executive Approval By Dr. Natalie Petouhoff and Kathy Herrmann May 2011 Contents The Challenge: Making a
More informationCustomer Experience Audit
SOLUTION OVERVIEW Customer Experience Audit Understanding customer experience is vital Developed in partnership with Customer Experience Foundation The Customer Experience Audit provides a fast, independent
More informationBEST PRACTICES FOR SOCIAL CUSTOMER SERVICE. ebook
BEST PRACTICES FOR SOCIAL CUSTOMER SERVICE ebook ADOPTION OF SOCIAL CUSTOMER CARE JUMPS What Department Owns Social Media Engagement? The debate over which internal department owns social media continues
More informationNOUS CREATING POSITIVE CUSTOMER EXPERIENCE IN BANKING INFOSYSTEMS LEVERAGING INTELLECT
NOUS INFOSYSTEMS LEVERAGING INTELLECT CREATING POSITIVE CUSTOMER EXPERIENCE IN BANKING Abstract Understanding the customer experience is the key in today s highly competitive and changing banking industry.
More informationThe Customer Service Revolution
The Customer Service Revolution A City of Markham Innovation +IPAC Award for Innovative Management Finalist 2014 +Backgrounder May 7 2014 CUSTOMER SERVICE REVOLUTION 21 st Century Challenges for the Public
More informationCRM. Best Practice Webinar. Next generation CRM for enhanced customer journeys: from leads to loyalty
CRM Best Practice Webinar Next generation CRM for enhanced customer journeys: from leads to loyalty Featured guest speaker Leslie Ament SVP Research and Principal Analyst at Hypatia Research Group and
More information5 THINGS YOUR CUSTOMER SERVICE APPS MUST DO
5 THINGS YOUR CUSTOMER SERVICE APPS MUST DO INTRODUCTION 5 THINGS YOUR CUSTOMER SERVICE APPS MUST DO Customer service professionals know better than anyone how fast the world is changing. New channels,
More informationCustomer Care Experience
Customer Care Experience Christian Raahave Product Sales Specialist Michael Ahrensburg Consulting System Engineer They are talking about you! Three Waves of Contact Center Innovation Multiple channels
More informationCMOs on Social Marketing Plans for 2011 What s the real value of the customer voice?
CMOs on Social Marketing Plans for 2011 What s the real value of the customer voice? 2011 Bazaarvoice, Inc. All rights reserved. Executive summary: CMOs aspire to measure ROI with a growing awareness of
More informationMultichannel Customer Care
Multichannel Customer Care The changing landscape in customer communication provides a unique opportunity to combine the assets of our outsource services division (call center and network) with our social
More informationState of Customer Service Experience 2015
State of Customer Service Experience 2015 Companies Struggle to Meet Expectations for a Seamless Omni-channel Customer Service Experience 1 The Northridge Group, Inc. www.northridgegroup.com Phone: 847-692-2288
More informationExceptional Customer Experience AND Credit Risk Management: How to Achieve Both
Exceptional Customer Experience AND Credit Risk Management: How to Achieve Both Lynn Brunner Experian and the marks used herein are service marks or registered trademarks of Experian Information Solutions,
More informationBEST PRACTICES FOR A SEAMLESS OMNICHANNEL CUSTOMER EXPERIENCE ebook
BEST PRACTICES FOR A SEAMLESS OMNICHANNEL CUSTOMER EXPERIENCE ebook BEST PRACTICES FOR A SEAMLESS OMNICHANNEL CUSTOMER EXPERIENCE It s natural to start designing an omnichannel customer experience (CX)
More information4 Cold, Hard Customer Experience Truths
4 Cold, Hard Customer Experience Truths Uncovering the reality of the service experience in today s age of the consumer A WHITEPAPER BY SPi GLOBAL AND CALL CENTER IQ There are four cold, hard truths that
More informationNew Channels Create New Growth Opportunities for Insurers. North American Insurance Distribution Survey Findings
New Channels Create New Growth Opportunities for Insurers North American Insurance Distribution Survey Findings Introduction After a period marked by disruption of the financial systems and heightened
More informationSell Your Company on Employee Advocacy
HOW TO Sell Your Company on Employee Advocacy Everything You Need to Get Internal Buy-in for Your Employee Advocacy Program 1 Table of Contents Introducing Advocate Marketing 3 The Power of Employee Advocacy
More informationCUSTOMER SERVICE PATHWAY
CUSTOMER SERVICE PATHWAY Introduction Welcome to your Pathway booklet. This is a guide to the customer service training and development opportunities within Savills Property Management. Savills training
More informationB2C E-Commerce Trends for 2013
B2C E-Commerce Trends for 2013 April, 2013 1 Contents Introduction 3 Methodology 4 Executive Overview 6 Findings 7 Our Take 19 2 Introduction The reality is that customers often take a hard-to-predict,
More informationOmni-Channel Customer Service Demands the Intelligent Contact Center
Omni-Channel Customer Service Demands the Intelligent Contact Center Omni-Channel Customer Service Demands the Intelligent Contact Center Table of Contents Omni-Channel Customer Service Demands the Intelligent
More informationINVESTIGATING THE CURRENT STATE OF PERFORMANCE MANAGEMENT IN THE CONTACT CENTRE
INVESTIGATING THE CURRENT STATE OF PERFORMANCE MANAGEMENT IN THE CONTACT CENTRE A mini whitepaper by Nexidia, based on findings from the 2013 Performance and Quality Management Survey An Industry with
More informationHOW TELEMATICS KEEPS CUSTOMERS IN THE LOYALTY LOOP
HOW TELEMATICS KEEPS CUSTOMERS IN THE LOYALTY LOOP INTEGRATING LOYALTY INTO EVERY INTERACTION It s no wonder that car owner satisfaction is up around 70%. 1 Over the last decade, vehicle reliability has
More informationWhite Paper How-to-Guide: Empowering Agents to Excellence in Every Day Moments
White Paper How-to-Guide: Empowering Agents to Excellence in Every Day Moments A Continuous Improvement Process for Sustainable Customer Satisfaction February 2014 EXCELLENCE IN CUSTOMER EXPERIENCE EVERY
More informationHow the Spa can Increase CustomerEngagement
How the Spa can Increase CustomerEngagement As the hospitality industry evolves in a dramatically changed landscape, the goals are ultimate customer engagement and relationships across all channels. This
More informationINNOVATING THE MOBILE EXPERIENCE: GAINING A COMPETITIVE ADVANTAGE IN A CUSTOMER-DRIVEN WORLD. January 16, 2014
INNOVATING THE MOBILE EXPERIENCE: GAINING A COMPETITIVE ADVANTAGE IN A CUSTOMER-DRIVEN WORLD January 16, 2014 THE CUSTOMER EXPERIENCE IS MORE IMPORTANT TODAY THAN EVER BEFORE. You are Operating Your Business
More informationThe Banking Relationship Management Experience
The Banking Relationship Management Experience A Strategy for Becoming a Trusted Financial Partner and Increasing Revenue and Profitability A White Paper by High Definition Banking Table of Contents I.
More informationHow To Implement a Social Media Marketing Plan With Limited Resources. Jennifer Dombrowski Twitter: @jdomb
How To Implement a Social Media Marketing Plan With Limited Resources Jennifer Dombrowski Twitter: @jdomb Our Job is Bigger Than Ever Leveraging Your Marketing Material Create an audit of all existing
More informationTransforming your Contact Center Revenue Generating Hub
your Contact Center Revenue Generating Hub into a Abhishek Kumar, Senior General Manager, Contact Center, WNS Global Services Sales and Service Two Sides of the Same Coin in the Changed World Order Increasing
More information5 Tools Transforming Government Customer Service. Susie Adams CTO, Microsoft Federal
5 Tools Transforming Government Customer Service Susie Adams CTO, Microsoft Federal Government s perception of customer service 65% of federal managers say their organization goes above and beyond to deliver
More informationSatisfaction with Contact Centers Drives Customer Loyalty
Satisfaction with Contact Centers Drives Customer Loyalty By Sheri Teodoru CFI Group Partner and CEO Across American industry, company contact centers have become critical channels for building customer
More informationCustomer Centricity in Banking: Driving Revenue and Loyalty. Developing the 21st century workforce TM
Customer Centricity in Banking: Driving Revenue and Loyalty Developing the 21st century workforce TM In today s hypercompetitive banking environment, most financial-services firms are overlooking the one
More informationHousehold Acquisition & Engagement: New Ways to Drive Portfolio Growth
Household Acquisition & Engagement: New Ways to Drive Portfolio Growth Agenda The Environment and Recent Trends Solutions: Direct Marketing and Product Design Targeting Quality Accounts Solutions: Media
More informationCONTACT CENTER 09: Five Steps to a Lean, Customer-Centric Service Organization
CONTACT CENTER 09: Five Steps to a Lean, Customer-Centric Service Organization 2009 RightNow Technologies. All rights reserved. RightNow and RightNow logo are trademarks of RightNow Technologies Inc. All
More informationSocial Studio for Nonprofits:
social studio Social Studio for Nonprofits: Bringing You Closer to Your Constituents Listen. Publish. Engage. Care. Nonprofits today are expected to meet constituents on their channel of choice. Increasingly,
More informationImproving Customer Satisfaction to Accelerate Your Business Results
Improving Customer Satisfaction to Accelerate Your Business Results Adrian Posteraro Managing Director Agenda About Presenter Why Customer Satisfaction (CSAT) Benefits of CSAT How to Implement a CSAT Process
More informationYour Last Line of Defense. Service Agents in the Digital Age
Your Last Line of Defense Service Agents in the Digital Age As customers embrace automated, always-on channels to access product information and assistance, will customer service agents become irrelevant?
More informationConnecting Customer Journeys. An Executive Q&A Featuring Emirates Airline Customer Success ebook
Connecting Customer Journeys An Executive Q&A Featuring Emirates Airline Customer Success ebook CONNECTING CUSTOMER JOURNEYS Executive Q&A - Featuring Emirates Airline Karen Bell-Wright is Senior Vice
More informationBuilding a Multi-Channel Contact Center
WHITE PAPER Building a Multi-Channel Contact Center Building a Multi-Channel Contact Center PAGE 1 Table of Contents Traditional Call Centers Evolve... The Multi-Channel Contact Center... More Focus on
More informationHow To Recruit For A Contact Center
How to Win the War for Contact Center Talent: Seven Secrets to Better Hiring A Business Optimization White Paper by: Kevin G. Hegebarth Vice President, Marketing HireIQ Solutions, Inc. 1101 Cambridge Square,
More informationAsk the Customer Experience Experts
1 Ask the Customer Experience Experts How the sum of all experiences impacts the bottom line How would you define customer experience? Is it the same as customer service? Does it refer to an interaction
More informationThe Definitive Guide to Employee Advocacy Programs
The Definitive Guide to Employee Advocacy Programs Helping Employees Use LinkedIn and Twitter to Drive Brand Awareness, Traffic, and Leads By NEAL SCHAFFER & PEOPLELINX The Definitive Guide to Employee
More information