Call Center Banner Stats

Customer Engagement
330 results
of 30
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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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Making chat work for your enterprise can prove to be more challenging than you expected. You were told that concurrency would be as high as 3.0, that every chat would equal a deflected phone call, and that you could re-train your voice agents to the chat channel in 4 hours or less.  Unfortunately, none of this turned out to be true, and now... Full Content »
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Join GfK MRI for this webinar, where we’ll take a close look at a hypothetical American family to offer insights into every generational group, based on the Survey of the American Consumer, TeenMark and the American Kids Study.   A broad range of marketing categories will be covered, including Nutrition, Green Issues, Tablets,... Full Content »
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During this webinar, we will discuss how Microsoft Dynamics CRM can help drive out OPEX in your customer care center, while providing key KPIs to help you make informed business decisions to delight and retain your customers. Join our webinar to learn more about:  Current customer care industry trendsHow consumer behavior is driving the omni... Full Content »
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Customer experience optimization requires real-time access to holistic information; this enables essential agility for focusing on the customer’s priorities.  This dynamic view of your customer’s world in real-time transforms your sales and service professionals into a team of trusted advisors and gives your organization a... Full Content »
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Set It Up and Go (home!) with the Leading Subject Matter Expert, Michele Rowan

Forty percent of US organizations include remote agents in their customer contact channels, and analysts predict 80 percent will deploy remote agents by 2013.   

Remote agents enable us to grow our businesses without adding facility costs, while... Full Content »
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Ever wonder why your NPS metrics differ by survey program or business unit? Still facing internal executive challenges as a result? If you said yes, you’re not alone. It’s not unusual for loyalty metrics like NPS to show different data patterns, particularly when applied to customer service. But that’s not always bad since, by their very design,... Full Content »
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This one-hour webinar informs, inspires and challenges your thinking about what it takes to outperform your competitors in this tough and tumble competitive environment. Based on 2 years of research, this new book published by Harvard Business Press looks at the findings from studying service profit chain leading firms such as Wegmans Food... Full Content »
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One of the biggest problems for enterprises today is the large volume of customer calls. High operating costs prevent human interaction for every phone call, yet research continues to show that customers prefer to speak with a person, not a robot. Tara’s presentation will focus on the new technology that allows for increasing customer... Full Content »
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Understanding the customer experience is a critical part of any business in today's cost sensitive world. Every customer relationship and contact impacts your business  and ensuring a positive experience drives their loyalty and spend . However, the customer experience model is... Full Content »
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Customer service is no longer confined to the four walls of the contact center; it involves delivering an ideal experience for the customer -- at each touch point and across the organization.  To remain competitive, companies must re-evaluate their overall customer engagement strategy.  In this session Alcatel-Lucent Enterprise CMO... Full Content »
330 results
of 30