| 22 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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Avoid failed self-service. Explore the best practices of several KANA implementations to help you deliver self-service that aligns with customer expectations while helping to contain service costs. learn more
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Social customer service is rapidly becoming the new channel to drive CSAT. At the same time, integrating social media into the contact center–and measuring ROI–remains a challenge. This study, from TELUS International, Oracle and Kenna Inc., shows how traditional contact center metrics work for social care including calculations for service, quality and effectiveness measures. An ROI framework is also presented. learn more
social crm | customer satisfaction | metrics | contact center | ROI | social media
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With the growth of online chat for customer service and sales, this paper examines the chat transcripts of industry leaders like Best Buy, Zappos, Nordstrom, and others — showcasing how chat writing strategies can improve customer experience. Each chat verbatim is analyzed in terms of writing strategy, response accuracy, grammar and other important criteria. learn more
zappos | chat | customer service | live chat | transcript
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This recently released whitepaper from IDC titled "Social Media Services Trends in Customer Care Outsourcing" discusses the social CRM services offered by customer care outsourcing providers and illustrates the characteristics and trends as well as the benefits and challenges of these services. This whitepaper also provides a highlight summary of several customer care providers' social media service offerings. learn more
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This white paper weighs the value of cloud solutions against their hardware-based counterparts by addressing each of the principles involved in selecting a contact center solution. It outlines the evolution of industry technologies, assesses the needs of modern organizations, including a rare look into human capital costs and ultimately leverages real-world examples to examine the case for a hosted call center. learn more
call center | hosted call center | contact center | virtual | cloud
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This study examines the social media customer service practices of seven Fortune 500 companies. Findings show that big brands are embracing social media as a customer service channel – and that “social care” can actually enhance (and even lead) brand perception. At the same time, best practices are emerging but are not consistent, even among industry leaders. 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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Customer surveys usually provide only directional information, because gaps in the survey methodology make it difficult to provide detailed information required to evaluate how customers truly feel and act. Find out how Speech Analytics helps to close those gaps. 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
| 22 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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