| 23 whitepaper results |
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Speech analytics is a very a compelling and powerful tool. These solutions capture, structure, analyze, categorize and use customer conversations to improve service quality, minimize risk, and reduce operating expenses. This white paper provides best practices, steps and tricks for succeeding with these solutions. Specifically, it explains how to use speech analytics to enhance your quality assurance (QA) process learn more
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More important than ever to C-level leadership, the customer experience is finally receiving the priority attention it deserves as a business focus. But as focus goes up, so too do the responsibilities. Metrics must be re-engineered. Staff must be retrained and reconditioned. Objectives need to be revamped. learn more
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Whether your organization is just launching a knowledge management initiative or seeing strong uptake and wants to reward usage by leveraging feedback for continuous improvements, you’ll want to consider best practices and unique new strategies that engage agents and customers for better knowledge content and access. learn more
knowledge management | user interaction | content | customer feedback | agent engagement
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The Call Center Satisfaction Index 2011, by CFI Group, will help call center executives learn how to better navigate the changing business climate and role of call centers as we look at trends and impacts of off-shoring, social media, the changing nature of service channel preferences, and the changing mix of call types being handled by call centers. learn more
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The outsourced customer care landscape is rapidly changing. The increasing costs and continually declining customer satisfaction with offshore providers has more companies now looking to the homeshore solution. Finding a solution that offers both cost-effectiveness and high quality customer outcomes is of primary importance. Learn why a majority of companies are now embracing the virtual solution and bringing their customer care operations back home literally. learn more
outsourcing | customer care | people management | customer service | offshore
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Find out what 132 managers and executives from other leading companies are doing to unlock the power of social media in a new study “Thumbs Up! Customer Engagement for a New Generation”. See how companies are using social media to better understand the voice of the customer, improve the customer experience, and improve workforce management. learn more
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This eBook, from The Social Customer, describe how organizations can use the contact center to gain valuable insights, deliver great customer experience, and gain strategic advantages. It is introduced by Emily Yellin with contribution from: Barry Dalton, Tristan Bishop, Dan Miller, Natalie Petouhoff, and John Burton. learn more
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The Aberdeen Group's 2011 survey reveals how and why top performing contact centers are turning to business analytics. Detailed call analysis after each contact center interaction improves the service being given to the caller, which in turn improves satisfaction levels. learn more
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ContactBabel, a leading independent Analyst firm for the Contact Center industry, has just published the definitive guide to Speech Analytics, and has made it available free-of-charge. This guide, titled “The Inner Circle Guide to Speech Analytics”, thoroughly explains everything you need to know about Speech Analytics, in a completely objective and unbiased manner. learn more
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Learn how automated surveys are providing companies a proactive, efficient, and cost-effective way to turn customer experience insight into action – and transform customer satisfaction from a passive measurement into a competitive differentiator. learn more
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In today’s customer-empowered, connected world, businesses must handle more inquiries from more customers across more channels -- and do it with fewer dollars and staff -- than ever before. Learn how Automated Voice Solutions can increase customer service efficiencies, boost customer satisfaction, and help companies realize significant operational cost savings. learn more
| 23 whitepaper results |
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Customer Experience Management for Banking & Financial Services
Venue to be confirmed, London, UK
September 18- 20, 2012 -
12th Annual Minimising Churn and Building Customer Profitability
Amara Hotel, Singapore
June 6- 7, 2012 -
3rd Annual UAE Customer Service Week
Abu Dhabi, United Arab Emirates
September 30- 3, 2012 -
Customer Experience Management in Telecoms: UK Summit
Chelsea Football Club, London, UK
July 16- 19, 2012
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