CCW Digital | Customer Experience Tips, Research & News Sponsors


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 Melissa Kovacevic's Customer Service Power

Melissa Kovacevic's Customer Service Power

Melissa Kovacevic provides Customer Experience focused Contact Center & Retail Service assistance for clients seeking operational or skills improvements. Her focus is on Service Processes for Customers and Agents, Quality Coaching Skills for Managers and Supervisors, and Strategic Planning. Melissa has over 27 years of consulting experience with a variety of industries including Utilities, Financial Institutions, Hospitals, Manufacturers and E-Commerce. 

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Absa Bank Chooses Cincom Synchrony to Deliver Better Customer Experiences

Cincom and its partners provide enterprise software and services to simplify and improve your business operations and customer communications–without forcing you to change how you run your business. In the end, we realize that the greatest value we offer is to help you deliver a great experience to your customers.

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Astute Solutions

Astute Solutions

Astute Solutions enables the customer experience management strategies of industry-leading companies around the world. Its customer relationship management, contact center, social CRM, and mobile customer care solutions enhance customer retention, inspire advocacy and increase operational efficiency. With Astute's solutions, organizations transform cross-channel customer feedback into actionable insight that drives continuous improvement, innovation and competitive advantage. Through high quality, proactive and personalized interactions, they build meaningful and long-lasting customer relationships.

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Avaya

Avaya

Avaya is delivering the New Era of Experience Management, with innovations in contact center and communications technologies that provide an enhanced capability for improving access, managing interactions, adapting work flows, creating and preserving context and expanding the scope of performance evaluations. A superior customer experience is created by using a single interface for blending inbound/outbound voice, e-mail, web chat, IM interactions and social networking. Learn how you can deliver the New Era of Experience Management in your contact center. 

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Bunchball

Bunchball

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CFI Group

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CRMXchange

CRMXchange

A premier web site dedicated to providing information in an innovative and interactive environment to CRM/Contact Center professionals. The site offers free webcasts, on line training, white papers, newsroom, monthly columns, and a showcase for products and services for the industry.

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CSM

CSM

CSM is the leading online magazine and community for customer service professionals. The CSM website is packed with customer service articles, skills and tips - all designed to help improve your customer service. Join for free and receive a valuable customer service newsletter each month. 

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Coveo

Coveo

Coveo is dedicated to helping organizations upskill for growth by ensuring that every employee, support agent, customer, and website visitor can easily find more relevant information and people—enhancing their skills for the task at hand.Coveo's advanced enterprise search technology adds the value of rich content and insights to CRM, customer service applications, intranets and websites. Coveo securely connects with your legacy and cloud systems, and provides unified search, dynamic 360-degree views of information, and contextual, proactive recommendations of relevant content and experts using powerful analytics.

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Customer Experience Summit

If the key to creating a competitive advantage is the overall customer experience, then what is your organization doing to stay ahead? In today’s dynamic environment, organizations have to keep up with the many channels of customer interaction: website, call center, in-store, etc. Organizations must integrate these mediums of communication and create a cohesive blended channel outreach and facilitate a platform for more efficient communication to ensure a positive customer experience. The Customer Experience Summit will present an opportunity to leverage and enhance the mechanisms, tools and metrics to enhance a company’s cost effectiveness of pursuing customer centric initiative, accomplish more with fewer resources and formulate ideas on how to generate a higher level of revenue and customer satisfaction.  

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Customer Service Manager

Customer Service Manager

Customer Service Manager is a free service which aims to help the thousands of dedicated professionals working in customer service around the world. Bringing you news, tools, articles & resources CSM aims to be the website of choice for Customer Service Managers & professionals. Our community is growing every day with people who are passionate about great customer service! 

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CustomersFirstNow

CustomersFirstNow

Every customer touchpoint is an opportunity to delight or disappoint a customer €”so knowing what is working and not working for your customers is key to your success. Both B2B and B2C organizations who adopt the CustomerFirst program see higher revenue, better retention rates and improved margins.Fueling our desire to empower B2B and B2C enterprises, we have a clear vision, mission and set of values by which we operate.

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DVS Analytics

DVS Analytics

dvsAnalytics is a leading provider of enterprise workforce optimization software that enables organizations to improve their contact center performance while enhancing employee and customer engagement. The Company’s Encore™ Suite includes comprehensive applications for call and screen recording, desktop & speech analytics, quality management, eLearning, workforce management and gamification.Encore’s deep, certified integrations with the industry-leading communication platforms, deliver added features and functionality to guarantee recordings, perform call analytics and forecast call volumes for staffing. Innovative and intuitive, Encore features automated coaching, web-based customer surveys, dynamic playlists, compliance tools, mobile access, and on-the-fly optimization of contact center agent schedules.For over 30 years, dvsAnalytics has successfully delivered these solutions to clients in healthcare, government, hospitality, financial services and contact centers across all industries. From its innovative solutions to exceptional support, customers and resellers find that doing business with dvsAnalytics is a pleasant and profitable experience. Learn more at www.dvsAnalytics.com.

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Envision

Envision

Envision’s Click2Coach has a long tradition of helping companies capture customer experiences for strategic insights and operational excellence. Click2Coach is an enterprise featured workforce optimization (WFO) solution that helps to significantly reduce costs and increase efficiencies.  Click2Coach provides a flexible and invaluable toolset that strategic Contact Centers depend on to ensure that their agents are highly effective, engaged, and routinely exceeding customer expectations. Regardless of the size of your contact center, Click2Coach provides a powerful yet easy to use cloud or on-premise platform that integrates call recording, screen capture, PCI compliance, speech and desktop analytics, quality monitoring, automated agent evaluation, eLearning and Workforce Management.

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Genesys

Genesys

Genesys is the market leader in multi-channel customer experience (CX) and contact center solutions in the cloud and on-premises. We help brands of all sizes make great CX great business. The Genesys Customer Experience Platform powers optimal customer journeys consistently across all touch points, channels and interactions to turn customers into brand advocates. Genesys is trusted by over 4,500 customers in 80 countries to orchestrate more than 100 million digital and voice interactions each day. Visit us at www.genesys.com or call us at +1.888.436.3797

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Genesys

Genesys

Genesys® powers more than 25 billion of the world’s best customer experiences each year. We put the customer at the center of everything we do and passionately believe that great customer engagement drives great business outcomes. More than 10,000 companies in over 100 countries trust the industry’s #1 customer experience platform to orchestrate seamless omnichannel customer journeys and build lasting relationships. With a strong track record of innovation and a never-ending desire to be first, Genesys is the only company recognized by top industry analysts as a leader in both cloud and on-premise customer engagement solutions.

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Genesys

Genesys

Genesys® powers more than 25 billion of the world’s best customer experiences each year. We put the customer at the center of everything we do and passionately believe that great customer engagement drives great business outcomes. More than 10,000 companies in over 100 countries trust the industry’s #1 customer experience platform to orchestrate seamless omnichannel customer journeys and build lasting relationships. With a strong track record of innovation and a never-ending desire to be first, Genesys is the only company recognized by top industry analysts as a leader in both cloud and on-premise customer engagement solutions.

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Harte Hanks

Harte Hanks

Harte Hanks has been in the business of producing engaging and effective customer interactions that drive business results for our clients for many years. Partner with Harte Hanks contact center experts to discover, create and act on the differentiators that drive successful customer support: data insights, innovative workforce planning and training, comprehensive channel support and creative use of technologies. Working with the Harte Hanks contact center team, you can meet the challenges of customer experience management—for smarter customer interactions.  Call us at (888) 214-1430 for a conversation about what we might do together, or get more information at http://www.hartehanks.com/approach/what-we-do/customer-contact-center/inbound-customer-care

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IBM Watson

IBM Watson

IBM Watson Virtual Agent is the premier cognitive customer engagement platform. It is an industry pre-trained Natural Language Understanding for cross industry customer service. With the use of IBM Watson’s new Conversation API, Watson Virtual Agent can understand customer service focused dialog across a range of complex requests. Additionally, the Conversation tooling and dashboard make it very easy to build a solution with little to no programming experience required

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IQPC

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IQPC

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IQVentures

IQVentures

SpeechIQ makes it easy to analyze recorded calls for compliance, script adherence, sales effectiveness, quality assurance, and more.  It's an easy-to-use, cost-effective solution to drive agent productivity, operations efficiency, and improved customer engagement.

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IQVentures

IQVentures

SpeechIQ makes it easy to analyze recorded calls for compliance, script adherence, sales effectiveness, quality assurance, and more.  It's an easy-to-use, cost-effective solution to drive agent productivity, operations efficiency, and improved customer engagement.

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