| 67 whitepaper results |
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KANA and its customers have learned valuable lessons through many years of successful knowledge management deployments in the contact center. Here are six best practice guidelines that we have found to be the most crucial for success. learn more
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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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Current tools and practices in loan operations overlook a huge opportunity for improved effectiveness. In this eBook, Verint® Systems explains workforce optimization—a software solution for improving the productivity and performance of the PEOPLE in the back office. Workforce optimization can help loan operations process more loans with fewer resources, reduce turnaround times and costs, and improve customer satisfaction. learn more
workforce optimization | agent engagement | workforce management | finance
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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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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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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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To find out how you can improve your turnover rates and develop high-performing agents who excel at service delivery, download this complimentary white paper from Parature learn more
people management | agent engagement | turnover | call center | customer service
| 67 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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