Call Center Banner Stats

Customer Insights & Analytics
431 results
of 40
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Every touch point with a customer -- visiting your web site, ordering products, engaging with customer service -- is a branding experience.  To maintain the value of your brand, companies need to invest in dynamic customer engagement that is friendly, intuitive and on the customer’s terms.  But what if your in-house systems and... Full Content »
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Call centers are increasingly expected to deliver on the company brand experience and positively affect revenue. The strategic importance of call centers has created a demand for more meaningful metrics and advanced analytics capable of linking performance to behavioral and financial outcomes.

In this webinar we will help call center... Full Content »
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In the hyper-competitive marketplace of today, contact center leaders are striving to drive competitive advantage and bottom line results from their customer care operations.  In the effort to deliver higher value service to many clients and stakeholders we are seeing innovative applications of contact center methodologies
beyond the... Full Content »
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Running an effective, profitable customer-support operation is like spinning a stack of plates. One plate is speed of delivery, another one is quality of support and yet another is cost of operations. Each plate is critical to the success of the organization. And a strong metrics program is what keeps all the plates in perfect balance. ... Full Content »
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Typically, being "customer-centric" is viewed as a process that places customers at the center of everything. But what happens if you take a different view and place your employees at the center of your customer experience design strategy?

Instead of following the traditional "marketing" approach - where customer insights... Full Content »
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The emergence of digital channels has given the power to self serve and convenience to end-customers. However, consumers tend to move between channels expecting seamless service. In the absence of an omni-channel environment, customers get disappointed and leave. For organizations, multi-channel complexities add up to high cost to serve and... Full Content »
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Help Your Call Center Set the Direction of the Customer Experience and Gain CMO Support

Most companies fail to have an effective Voice of the Customer (VOC) strategy. They mistakenly define this strategy primarily with surveys, when surveys, like looking in the rearview mirror, only address a customer’s past experience, they do not... Full Content »
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With your customers demanding more intelligent, responsive service amid tightening budgets and resource availability, now is the time to strategize for migrating call center operations to a cloud-based model.

Citing a proven case study example, this free webinar will address the benefits of transitioning from an on-premise IVR platform to a... Full Content »
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Register to view the webinar on demand now!

We’ve all been hearing it - “First Call Resolution is the most important metric”

The promise is big - but why are FCR initiatives failing to drive a significant impact?

Register for this complimentary webinar and learn how you can:


Understand the Customer Experience... Full Content »
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What’s the worst place in an airplane? The middle seat! Why? You’re literally stuck in a rotten place, possibly for a long time, and you can’t do anything about it. Or can you?

Doug Lipp, respected author, speaker and former head of training at Disney University uses the middle seat as a metaphor for what happens to all of... Full Content »
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IVR is dead. Daniel Hong, Lead Analyst, Ovum, reveals that IVRs are at a crisis point. The latest Ovum consumer preferences survey ranks IVR as one of the least successful methods to resolve caller issues on the first attempt.  Callers are frustrated.  Menu options are confusing, and the IVR does not route callers to the customer... Full Content »
431 results
of 40
Posted: Thu, 08/20/2009
Interview with Advisory Board Member John Cushman, VP Business, AT&T at the 2009 IQPC Customer Experience Summit

Is your customer experience making you money or costing you money? Are you a customer-centric leader who understands that engaged customers make a positive bottom-line impact? Hear from John Cushman, VP Business at AT&T about the business direct portfolio, and how they were affected by the economic impact. Cushman and his team looks at the us Full Video »
Contributor: Blake Landau
Posted: Tue, 01/27/2009
PodcastImage
Martin Roll, Singapore-based branding consultant, is one of the preeminent thought leaders on Asian markets. In this podcast, Roll offers surprising and counter-intuitive insights on how to improve global positioning through localization. By focusing on building iconic brands, Roll, author of Asian Brand Strategy, helps boardrooms to enhance Full Podcast »
Contributor: call center week
Posted: Mon, 02/23/2009
call center week

Follow-up customer surveys allow companies to collect customer feedback more diligently and use the resulting data to pinpoint lagging satisfaction. Surveys also supplement metrics like call times and hold times to measure agent availability and routing of calls to the right person or department. Mostly, customer surveys can help take service lev Full Sector Report »