How To Improve Your Online Experience At A College Online
|
|
|
- Magdalen Smith
- 3 years ago
- Views:
Transcription
1 IntelliResponse Self-Service Service and the Modern Student OrACRAO: : May 6-May 8, 2012
2 You Will Learn >> How to address stakeholder questions on-line, as demonstrated by Lane Community College >> The importance of mobile and social media in student Communications >> How to Increase Student loyalty and conversion without raising service costs >> Who we are, and why we re important to Higher Education
3 THE MODERN STUDENT
4 THE MODERN STUDENT
5 IMPATIENT, DEMANDING & WEB SAVVY
6 When Steve has a question...
7 He goes online and begins his JOURNEY FOR ANSWERS
8 HERE S WHAT HE ENCOUNTERS
9 STEVE S ONLINE JOURNEY... BIG, COMPLEX WEB SITES that are busy & confusing
10 STEVE S ONLINE JOURNEY... Where am I supposed to begin?
11 FAQ PAGES with endless scrolling and limited functionality
12 STEVE S ONLINE JOURNEY... This is not what I m looking for.
13 STEVE S ONLINE JOURNEY... ENTERPRISE SEARCH TOOLS that deliver hundreds of results
14 STEVE S ONLINE JOURNEY... I don t have time for this...
15 SO, JUST TO RECAP... STEVE S ONLINE JOURNEY HAS NOT GONE WELL Where am I supposed to begin? This is not what I m looking for. I don t have time for this...
16 YOU DON T TREAT STUDENTS THIS WAY IN PERSON...
17 YOU DON T TREAT STUDENTS THIS WAY IN PERSON... WHY DO IT ONLINE?
18 CONSEQUENCES OF A POOR ONLINE EXPERIENCE
19 Consequences for the Student Frustration BECAUSE THEY CAN T SELF-SERVE SERVE
20 Consequences for the Student Frustration BECAUSE THEY CAN T SELF-SERVE SERVE Forced INTO FINDING ALTERNATIVES
21 Consequences for the Student Frustration BECAUSE THEY CAN T SELF-SERVE SERVE Forced INTO FINDING ALTERNATIVES Escalation TO HIGHER COST CHANNELS
22 Consequences for the Institution Customer Service Costs Rise AS STUDENTS ESCALATE QUESTIONS TO HIGHER COST CHANNELS LIKE PHONE AND
23 Consequences for the Institution Customer Service Costs Rise AS STUDENTS ESCALATE QUESTIONS TO HIGHER COST CHANNELS LIKE PHONE AND Recruitment Affected AS STUDENTS EXPLORE COMPETITIVE OPTIONS PARTICULARLY DURING SEASONAL SPIKES
24 Consequences for the Institution Customer Service Costs Rise AS STUDENTS ESCALATE QUESTIONS TO HIGHER COST CHANNELS LIKE PHONE AND Recruitment Affected AS STUDENTS EXPLORE COMPETITIVE OPTIONS, PARTICULARLY DURING SEASONAL SPIKES Reputation & Retention Suffer AS FRUSTRATED STUDENTS CAN T GET THE INFORMATION THEY NEED
25 Significant Consequences 25% One in Four prospective students say they have dropped a school from consideration due to a bad web experience 2010 SURVEY NOEL-LEVITZ LEVITZ INC.
26 Significant Consequences 57% If the content on a school s Website is out of date, incorrect, or unhelpful, 57% of students will likely take it off their list 2010 SURVEY NOEL-LEVITZ LEVITZ INC.
27 Benefits to Getting it Right 65% 65% of students became more interested in a campus because of a positive web experience 2010 SURVEY NOEL-LEVITZ LEVITZ INC.
28 MYTH OUR STUDENTS WANT TO CALL US FOR ANSWERS TO QUESTIONS
29 MYTH FACT OUR STUDENTS WANT TO CALL US FOR ANSWERS TO QUESTIONS STUDENTS PREFER TO GO ONLINE AND SERVE THEMSELVES
30 Myth vs. Fact 57% Callers tried to self serve on the web-site before calling STOP TRYING TO DELIGHT YOUR CUSTOMERS
31 Myth vs. Fact 34% Callers still on web site when engaged with the call center STOP TRYING TO DELIGHT YOUR CUSTOMERS
32 Cost Per Transaction HIGH TOUCH PHONE $5-$10 $10 CHANNEL COLLABORATION $5 CHAT $3-$5 $5 $3-$5 $5 LOW TOUCH COST SELF SERVICE <$1
33 What kind of self service experience could your web site provide?
34 Foothill College Problems, before IR Complaints Reduced staffing Millennial student s expectations New systems: applying and registering Online classes Inconsistent information Constant change
35 Challenges Reduced budget Overstretched IT Department Lack of expertise Lack of time High demand for online information Students want self-service Students want 24/7 service Confusion
36 Considerations Cost Service Reliability Expertise Simplicity Time involved Flexibility Mobility College IT involvement
37 What did We Need? Self-serve, 24/7, online Q & A Easy to use Consistent answers Correct answers Fast implementation Incorporate social media Ability to add questions and answers forever Excellent customer service from vendor Little or no impact on College IT Dept. Usage data
38 Results Population of 17,500 students Calls into contact center down 40% One of the biggest users of ir at Foothill have been local HS Guidance Counselors ROI achieved in 60 days vs. HR cost for same volume of inquiries Ask Foothill has answered 60,000+ questions (3900 per month Avg.) since launch, 95% accuracy with 1RA
39 Infographics
40 web answers mobile answers social answers agent answers
41 Higher Education Customers
42 Intelligent Delivery of One Right Answer Many Ways to Ask a Question How do I get in? Where do I apply? How do I enrol? What is the application process? Applications please How do I apply for classes? Maps to Core Question How do I apply? Approved One Right Answer To apply please follow these steps
43 How? Turnkey Services for Rapid ROI QuikStart Turnkey service Live in 45 days Starter kit includes: Best practices Templates Project plans Branding recommendations Metrics design Zero IT Footprint Instant Answer Agent Branded Fully Hosted Advanced Analytics SmartSource Performance monitoring Knowledge Base Maintenance Reporting Analytics & Trending
44 QuikStart Overview
45 SmartSource Reporting & Analytics
46 Have a Question? Just Ask! Andrew Brode - IntelliResponse andrew.brode@intelliresponse.com Judi McAlpin - Foothill College mcalpinjudi@foothill.edu
Getting it Right: Seven Steps to Right Channeling Customer Interactions
Getting it Right: Seven Steps to Right Channeling Customer Interactions A Joint Whitepaper from IntelliResponse and Oracle In seven simple steps, ebusiness, Customer Experience and Contact Center professionals
Student Lifecycle Journey
Student Lifecycle Journey Richard Green richard.green@microsoft.com @rich_jg Higher Education Lead, Microsoft UK Universities must adapt to the new student journey Prospect Applicant Student Alumni Your
Enterprise Search ROI Making the business case for enterprise search as a mission critical application
Enterprise Search ROI Making the business case for enterprise search as a mission critical application Enterprise Search ROI In today s Internet-driven era, people do not have the patience for ineffective
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
in the Digital Age Using chat as part of a winning omnichannel strategy
in the Digital Age Using chat as part of a winning omnichannel strategy 20% of all customer experience will take place via chat. i Great customer support is designed to solve customer problems quickly
Customer Experience Management and the Insurance Provider A Blueprint for Online & Multi-Channel Engagement
I R K n o w l e d g e S e r i e s August 2009 Customer Experience Management and the Insurance Provider A Blueprint for Online & Multi-Channel Engagement Insurers that fail to exploit a web site as an
Online Self-Service. Do You Have The Right Coverage?
Online Self-Service Do You Have The Right Coverage? What Every Property & Casualty Insurer Must Know To Convert and Retain in the New World of Online Customer Service The Facts: A Changing Insurance Landscape
Customer Care Service Modalities: Focusing On Your Consumers and Your Bottom Line
Customer Care Service Modalities: Focusing On Your Consumers and Your Bottom Line Prepared by: Telerx 723 Dresher Road Horsham, PA 19044 1.800.2TELERX www.telerx.com Customer Care Service Modalities: Focusing
Improve customer experience with your call center
Improve customer experience with your call center 1 Table of Contents Welcome to the Age of the Unloyal Customer Superior Service Is More Difficult Than It Looks Segmented customer touchpoints Who is responsible
Death. Contact Center. of the. Are the Rumours True? 7 Things Service Executives Can Do to Control their Fate
Death of the Contact Center Are the Rumours True? 7 Things Service Executives Can Do to Control their Fate The Traditional Call Center is Dead Driven by the explosion in communication options and widespread
THE DO S AND DON TS OF WEB CHAT. with Johan Jacobs
THE DO S AND DON TS OF WEB CHAT with Johan Jacobs Table of Contents INTRODUCTION 3 Best Practice #1: COMMIT OR SKIP 3 Best Practice #2: RUN MULTIPLE SESSIONS FROM DAY ONE 4 Best Practice #3: NEVER MAKE
Deliver superior customer experiences across all channels
Deliver superior customer experiences across all channels Create an army of advocates who sing your praises It s a fact. Customer advocates are your greatest assets. They spend more, stay with you longer
THE DO S AND DON TS OF WEB CHAT. with Johan Jacobs
THE DO S AND DON TS OF WEB CHAT with Johan Jacobs TABLE OF CONTENTS Introduction. 3 Best Practice #1: Commit or Skip..4 Best Practice #2: Run Multiple Sessions from Day One 6 Best Practice #3: Never Make
Five key trends are reshaping customer- experience management:
Top Five Contact Center Trends for 2013 By Irwin Lazar VP and Service Director, Nemertes Research Executive Summary Five key trends are reshaping customer- experience management: ± Increasing adoption
4How Marketing Leaders Can Take Control of Data for Better
Steps to Achieve Better Marketing Results 4How Marketing Leaders Can Take Control of Data for Better Marketing Performance and Customer Interactions As a marketing leader, you rely heavily on data to inform
what consumers want from online customer service
European research study: what consumers want from online customer service WHITE PAPER Artificial Solutions White Paper 81% of people would engage with a virtual assistant if it reduced online waiting time
One Contact Resolution The Metric that Matters the Most for Improving Multi-Channel Customer Experience
One Contact Resolution The Metric that Matters the Most for Improving Multi-Channel Customer Experience Written By Mike Desmarais, CEO & Founder, SQM Group Copyright Notice Service Quality Measurement
Customer Experience Management (CEM) Technology: What, Why, and How Does It Work
Customer Experience Management (CEM) Technology: What, Why, and How Does It Work February 2005 Executive Summary A new class of technology has arrived. Customer Experience Management (CEM) Technology delivers
Integrating the Power of Intent with Corporate Knowledge
WEB SERVICES OVERVIEW Integrating the Power of Intent with Corporate Knowledge The ability to seamlessly move information between internal business units, customers, partners and across the new omni-channel
Actively Engage with Energy Utility Customers to Build Loyalty and Drive Retention
Kampyle for Utilities Industry Actively Engage with Energy Utility Customers to Build Loyalty and Drive Retention Layer qualitative data on analytics to better understand and address customer needs and
For ebusiness & Channel Strategy Professionals
Retailers Plan To Expand Online Customer Service Channels In 2010 But Disconnection Between Customer Service And Brand May Spell Trouble by Diane Clarkson with Carrie Johnson, Elizabeth Stark, and Kate
Benefits of Personalizing IVR: An Eircom Case Study
Benefits of Personalizing IVR: An Eircom Case Study Reference Code: IT024-000014 Publication Date: 08 Apr 2014 Author: Clare McCarthy SUMMARY Catalyst Customer-service channels are at the forefront of
Transform disparate information channels into superior customer service
Kodak Info Insight Platform Transform disparate information channels into superior customer service Connect communications How Artificial Intelligence creates fast, accurate responses and increases customer
Cultivate Subscriber Loyalty by Refining the Digital Experience
White Paper for Telecommunication Companies Cultivate Subscriber Loyalty by Refining the Digital Experience Abstract Understanding how the digital customer experience impacts brand promotion gives telecommunications
By 2015, companies that focus on integrated processes for Local will increase revenue by 15 to 20%.
By 2015, companies that focus on integrated processes for Local Marketing Enablement will increase revenue by 15 to 20%. (Gartner s Top 10 Processes for 2012) Provides software & expertise that enable
Chat Enhancements Optimize Customers Web Experience
Chat Enhancements Optimize Customers Web Experience Brands Realize Significant Benefits When Providing Automated Web Chat Support for Online Customers Executive Summary Chat, an effective interactive web
HOW TO BECOME A WIZARD OF UNDERGRADUATE AND GRADUATE ADMISSIONS FOR NURSING
HOW TO BECOME A WIZARD OF UNDERGRADUATE AND GRADUATE ADMISSIONS FOR NURSING Five Best Practices for Admissions Officers and Enrollment Management Professionals Opportunities For Improving the Admissions
Its all about the Customer Experience CX
Its all about the Customer Experience CX A Good IVR Delivers a Great CX Knows who you are Caters to your preferences Anticipates your needs Respects your time Serves you quickly! 2 People Don t Hate Automation
The Top Three Myths of Knowledge Management for Customer Service (Why KM is Hurting Your Customers, and What You Can Do About It)
IR KNOWLEDGE SERIES The Top Three Myths of Knowledge Management for Customer Service (Why KM is Hurting Your Customers, and What You Can Do About It) The definition of insanity is doing the same thing
GE Capital The Net Promoter Score: A low-cost, high-impact way to analyze customer voices
GE Capital The Net Promoter Score: A low-cost, high-impact way to analyze customer voices The Net Promoter Score: A low cost, high impact way to analyze customer voices GE Capital s Net Promoter survey
ACCELERATE INNOVATION. Get direct access to customers. Finacle Direct Banking Solution
ACCELERATE INNOVATION. Get direct access to customers. Finacle Direct Banking Solution A new way to reach tomorrow s customers As financial institutions seek to thrive in a changing world, they have realized
Criteria for a Third- Generation Chat Solution: Customer Service
Criteria for a Third- Generation Chat Solution: Customer Service A Delivery Model for Incremental Online Conversion August, 2010 www.sitel.com Table of Contents 1. Executive Summary 2. Focus on Incremental
Workforce Management Survey
Workforce Management Survey On November 26 th, 2010 over 50 HR professionals attended Atomic Recruitments Seminar Series: Workforce Management Transforming HR Strategies with guest presenter David Mitchell,
The Customer Experience:
The Customer Experience: The Holy Grail of Competitive Advantage. 1 A great customer experience has emerged as the holy grail of competitive advantage. Providing a great customer experience has emerged
Agenda. The Banker's Dilemma Mapping Your Journey for Tomorrow Creating Meaningful Change in Branches Drivers of Successful Branch Transformation
Engineering Branch The Right of the Branch Future Experience Strategy Integrating Matters. Delivery New Technologies Matters More. Agenda The Banker's Dilemma Mapping Your Journey for Tomorrow Creating
The Three Waves of Customer Care
White Paper The Three Waves of Customer Care What You Will Learn This white paper, intended for business decision makers, describes the three major waves of innovation experienced in the customer care
empowering hr and engaging employees with affordable, easy-to-use self-service technologies
Making the Case for an Automated HR Help Desk ENGINEERED FOR PRECISION empowering hr and engaging employees with affordable, easy-to-use self-service technologies LBiSoftware.com Overview Can an automated
Elevate 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,
10 Steps to a Multichannel Strategy and an Exceptional Customer Experience
10 Steps to a Multichannel Strategy and an Exceptional Customer Experience Jesús Hoyos CRM industry analyst and advisor Brad Herrington Principal Solutions Architect Interactive Intelligence, Inc. Contents
Partnering with a Total Rewards Provider
CHAPTER 8 Partnering with a Total Rewards Provider changing market expectations place businesses under constant pressure to raise performance. So all eyes often turn to human resources (HR) to increase
Call Center Glossary. Call Center Resources
Call Center Resources Call Center Glossary after-call work (ACW) The work that an agent completes after a call ends. It can include entering activity codes, completing forms or sending an outbound communication.
Multichannel 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
CRM for Customer Service and Support
OV E RV I E W CRM for Customer Service and Support MAXIMIZER CRM Published By Maximize satisfaction. Drive repeat business Servicing customers effectively is a key component in growing your business through
It s Not Just a Call, It s a Customer
It s Not Just a Call, It s a Customer A White Paper by The Beryl Institute May 2007 Dedicated to improving customer service in healthcare Copyright 2007 by The Beryl Institute. All rights reserved. 1 It
Contact Center Trends and Future
Contact Center Trends and Future The Dynamic Contact Center Keith Pearce & Tamal Islam Consistent experience Internet integration Limit hold times Customer Experience New channels web, chat, SMS Differentiated
Creating the Best Student Experience. DIY or Not? What are your options?
Creating the Best Student Experience DIY or Not? What are your options? Improving Customer Service How do your students feel when they walk into your One Stop? How does it look? What is the experience?
Driving Insurance Profitable Growth Using CRM On Demand. Oracle Capital Markets Solutions Footprint
Driving Insurance Profitable Growth Using CRM On Demand Oracle Capital Markets Solutions Footprint Safe Harbor Statement The following is intended to outline our general product direction. It is intended
CRM SUCCESS GUIDELINES
CRM SUCCESS GUIDELINES Provided to You By: Integrated Sales Management, Inc. Helping You Grow! CRM Success Guidelines Customer Relationship Management (CRM) has evolved dramatically recently as many companies
Virtual Assistant Technology and the Contact Center Published by IntelliResponse
IR KNOWLEDGE SERIES Virtual Assistant Technology and the Contact Center Published by IntelliResponse How Next Generation Answer Management Can Increase Agent Performance and Maximize Cost Advantages The
EXPERIENCE ANALYST ROUND UP
CUSTOMER EXPERIENCE ANALYST ROUND UP 7 Key Insights for Anyone Exploring Digital Self-Service and Virtual Agents The customer experience space is evolving at an unprecedented rate. So much so, that it
Customer Care Solutions for High Technology Companies
Customer Care Solutions for High Technology Companies Developing and maintaining profitable, long-term customer relationships Show skeptical customers that you re serious about service Overcome ineffective
Powering Content-Rich Customer Success Centers for Omnichannel Support
SAP Brief SAP Extensions SAP Knowledge Central by MindTouch Objectives Powering Content-Rich Customer Success Centers for Omnichannel Support Deliver knowledge when and where it s needed Deliver knowledge
customer care solutions
customer care solutions from Nuance white paper :: A Guide to Successful Intelligent Virtual Assistants Why Best-in-Class Technology Alone Is Not Enough NUANCE :: customer care solutions More than ever
Modern 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
Improving 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.
Basic Office Management
we ll analyze your business processes and deliver sound advice based on best management practices increase lead capture and conversion rates increase per person productivity GURU Enterprise will be configured
customized for your company Feedgenic, the content management intelligence company
Email application customized for your company Feedgenic, the content management intelligence company EMAIL MARKETING APPLICATION CUSTOMIZED FOR YOUR COMPANY Despite the challenges surrounding email marketing
Why Kampyle? Kampyle is dialing back the clock to an era when the customer was king and businesses were driven by understanding his needs.
COMPANY PROFILE Who We Are Kampyle is a group of innovative, creative and engaged people who are enthusiastic about our customers, our work, our families and our diverse interests. Together, we have developed
How to Engage and Retain Customers
How to Engage and Retain Customers New Rules for Healthcare Payers Clay Davis Healthcare Program Manager About Jacada Founded in 1990 Leading global provider of customer experience management solutions
The Connecting with Customers Report. A Global Study of the Drivers of a Successful Online Experience
The Connecting with Customers Report A Global Study of the Drivers of a Successful Online Experience November 2013 Executive summary LivePerson (NASDAQ: LPSN), a leader in online customer engagement, commissioned
Mobile 360: Developing Your Comprehensive Digital Strategy
Mobile 360: Developing Your Comprehensive Digital Strategy FK Funderburke, Director, Digital Merchandising & Strategy Vivek Agrawal, Director, Mobile & Digital Display Group Russell Young, Director, Strategic
Achieving HR Transformation 2.0 the Role of Workforce Communications Technologies
Session Number # 148 Achieving HR Transformation 2.0 the Role of Workforce Communications Technologies DJ Chhabra, Enwisen Mike Lapetina, Unisys DJ Chhabra President, Enwisen 20+ years technology strategy
The Virtual Contact Center
The Virtual Contact Center Your Essential Guide to Selecting, Designing and Implementing a Virtual Contact Center to Transform Your Customer Experience 1 INTRODUCTION 2 VIRTUAL CONTACT CENTER NEEDS ASSESSMENT
Consumers want conversational virtual assistants.
Consumers want conversational virtual assistants. Research Now study reveals insights into virtual assistants usage and preferences. 1 Table of contents 1 Survey says... / p2 2 Speak easy: how conversational
HR Transformation Update. HR Community Town Hall June 18, 2013
HR Transformation Update HR Community Town Hall June 18, 2013 1 Today s agenda Review HR Transformation initiative Discuss results of HR Online Survey Review guiding principles and HR Vision Share leading
ACT Customer Experience Workgroup
ACT Customer Experience Workgroup Update Judy DeLaRosa & Claudia McClain, Co-chairs Feb 12, 2014 2013 Key Trends Social Culture (broad influence of social ) Connected Society (empowered consumers) Mobile
Differentiate your business with a cloud contact center
Differentiate your business with a cloud contact center A guide to selecting a partner that will enhance the customer experience An Ovum White Paper Sponsored by Cisco Systems, Inc. Publication Date: September
How To Use Social Media To Improve Your Business
IBM Software Business Analytics Social Analytics Social Business Analytics Gaining business value from social media 2 Social Business Analytics Contents 2 Overview 3 Analytics as a competitive advantage
It s a Mad, Mad, Mad Multichannel World!
It s a Mad, Mad, Mad Multichannel World! Best Practices for Engaging Customers with Multiple Service and Support Channels A White Paper by Executive Summary Multichannel service, the availability of several
Supporting HR Transformation with PeopleSoft HelpDesk for Human Resources
Supporting HR Transformation with PeopleSoft HelpDesk for Human Resources Jay Zuckert Principal Product Manager The following is intended to outline our general product direction.
SIX THINGS PEOPLE EXPECT FROM YOUR CONTACT CENTER IN THE DIGITAL AGE.
SIX THINGS PEOPLE EXPECT FROM YOUR CONTACT CENTER IN THE DIGITAL AGE. Read on to learn more about what today s consumer expects from your contact center and how you can deliver. Seismic shifts are changing
Sitecore Experience PlatformTM. Know every customer. Shape every experience.
Sitecore Experience PlatformTM Know every customer. Shape every experience. Because you need to own every experience The Sitecore Experience Platform TM Know every customer How do you treat millions of
SHUN Live Support. Are Today s Top OrganizationsTurning their Backs on Customers?
WHY LEADING COMPANIES SHUN Live Support Are Today s Top OrganizationsTurning their Backs on Customers? One need not look far to find examples of industry-leading companies that strategically obscure customer
CRM for Customer Service and Support
CRM for Customer Service and Support Maximize satisfaction. Drive repeat business Servicing customers effectively is a key component in growing your business through loyal, repeat buyers. Whether it s
2011 MOBILE FORECAST FOR HIGHER ED
2011 MOBILE FORECAST FOR HIGHER ED With the rise of smartphones and mobile technology, we are now entering a new frontier revolutionizing the way we connect. Mobile trends are especially strong for teens
Using Knowledge as a Key Differentiator in the Voice Solution May 2011
Using Knowledge as a Key Differentiator in the Voice Solution May 2011 Karen Torf, Product Manager, Voice Jason Hersh, Senior Solution Consultant RightNow Technologies, Inc. End to End Contact Center Easily
A Realistic Look at Social Media and the Contact Center
A Realistic Look at Social Media and the Contact Center Blair Pleasant President & Principal Analyst COMMfusion LLC Tim Passios Sr. Director Solutions Marketing Interactive Intelligence Copyright 2012
Technology-Enabled Analytics: The Key to Improving Operational Effectiveness and Customer Experience in Today s Contact Center
Technology-Enabled Analytics: The Key to Improving Operational Effectiveness and Customer Experience in Niren Sirohi, Ph.D. Vice President, Predictive Analytics PAGE 2 Have you ever felt that you are usually
How To Create A Social Media Program
ENGAGING CUSTOMERS WITH SOCIAL MEDIA A CLARABRIDGE WHITE PAPER EXECUTIVE SUMMARY For a growing number of consumers, social media is the preferred means of gathering product information and interacting
6 Steps to Creating a Successful Marketing Database
6 Steps to Creating a Successful Marketing Database Why Invest in a Marketing Database? An organisation that has an ineffective marketing database, multiple databases that cannot communicate with one another,
Customer Lifecycle Management. A more synchronized, automated, profitable experience at every stage of the customer journey.
Customer Lifecycle Management A more synchronized, automated, profitable experience at every stage of the customer journey. Customer engagements cut across multiple products, disparate technologies and
Social Business Intelligence For Retail Industry
Actionable Social Intelligence SOCIAL BUSINESS INTELLIGENCE FOR RETAIL INDUSTRY Leverage Voice of Customers, Competitors, and Competitor s Customers to Drive ROI Abstract Conversations on social media
El Camino College Public Relations & Marketing Program Review
El Camino College Public Relations & Marketing Program Review A. Mission Statement The mission of the office of Public Relations & Marketing (PR&M) is to research, write, design, produce and deliver professional
Welcome to the Age of the Customer Experience
Welcome to the Age of the Customer Experience April 30, 2013 311 CS WEEK SYNERGY GROUP 1 Government Service Disconnect? 96% think government service can improve Government Service, Public Perception 92%
Where promotional products and marketing meet
Where promotional products and marketing meet WHO WE ARE We are award-winning companies from across Canada who came together to form BrandAlliance. We united on a single common vision: to maintain local
Web and Mobile Self Service:
Web and Mobile Self Service: A Critical Element to Enhancing Customer Experience astutesolutions.com Customers are increasingly demanding that companies provide effective digital self-service. In fact,
OMNI-CHANNEL MARKETING. Top 9 Questions
OMNI-CHANNEL MARKETING Top 9 Questions TABLE OF CONTENTS 2 3 5 7 8 9 10 11 12 13 14 15 16 Table of Contents Introduction Top 9 Questions How does omni-channel differ from multi-channel marketing? Why is
Best Practices for Chat Deployments
Best Practices for Chat Deployments With Oracle Chat Cloud Service INTRODUCTION The popularity of chat continues to grow in dramatic fashion, but there is still a disparity between what organizations are
Calculating 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
HOW SOCIAL MEDIA IMPACTS SEO? a publication by
HOW SOCIAL MEDIA IMPACTS SEO? a publication by Authors Written by Sarah Bundy, Founder & CEO of All Inclusive Marketing, is an award winning leader in the performance marketing space. Sarah drives the
INTRODUCTION. Genesys Angel White Paper / Driving Performance with Embedded Business Intelligence Analytics in Your Voice Application // 2
INTRODUCTION Globalization, intense competition and the volatile economic climate are forcing companies to re-evaluate how they manage customer interactions. Customer expectations are higher and budgets
LivePerson Solutions Brief. Pay-for-Performance Managed Services for Chat
LivePerson Solutions Brief Pay-for-Performance Managed Services for Chat October 2013 hello Achieve the Results You Need Quickly With Industry-leading Chat Operations Experts LivePerson s Pay-for-Performance
Direct Mail. With AgilOne. Direct Mail. Fast Facts
Direct Mail Fast Facts Direct Mail With AgilOne 73% of consumers prefer direct mail over other advertising messages 79% of customers ACT on direct mail immediately 65% of consumers purchase as the result
Visual IVR A Win-Win Solution for the Company and the Customer
Visual IVR A Win-Win Solution for the Company and the Customer Customer Service. Simplified. Visual IVR A Win-Win Solution for the Company and the Customer The current IVR frustration You have invested
IBM Global Business Services Microsoft Dynamics CRM solutions from IBM
IBM Global Business Services Microsoft Dynamics CRM solutions from IBM Power your productivity 2 Microsoft Dynamics CRM solutions from IBM Highlights Win more deals by spending more time on selling and
ompany Company Four partners. One common goal.
Company ompany Four partners. One common goal. When you start with a clean slate, you get a cleaner software design If you were going to build better staffing software where would you start? That s exactly
Business and Process Improvement Specialists. Ai Virtual Assistant Sourcing and Operational Delivery. Sales & Service Centre Efficiency & Performance
DELIVER GREAT SERVICE THAT COSTS LESS Business and Process Improvement Specialists Ai Virtual Assistant Sourcing and Operational Delivery Sales & Service Centre Efficiency & Performance Working in Partnership
Delivering successful Interactive Voice Response (IVR)
Delivering successful Interactive Voice Response (IVR) Your customer s telephone journey starts as they dial. INTRODUCTION If you ve been focusing primarily on multichannel, you may have missed refreshing
Mitel Professional Services Catalog for Contact Center JULY 2015 SWEDEN, DENMARK, FINLAND AND BALTICS RELEASE 1.0
Mitel Professional Services Catalog for Contact Center JULY 2015 SWEDEN, DENMARK, FINLAND AND BALTICS RELEASE 1.0 Contents MITEL PROFESSIONAL SERVICES DELIVERY METHODOLOGY... 2 CUSTOMER NEEDS... 2 ENGAGING