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Digital has been widely embraced by consumers and by many parts of the enterprise. But the adoption of digital channels — Web sites, mobile apps, online sales and customer service, and other smart touches — has often occurred in a piecemeal way. That has resulted in three potential mishaps: 1) inconsistent brand experiences; 2) poorly invested resources; and 3) the limited strategic impact of digital on the overall business. To push these common traps aside, chief marketing officers (CMOs) must orchestrate their digital strategy using our connect-the-dots framework. Their objective: Elevate digital to the highest level of business strategy. learn more
multi-channel | cmo | digital
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We asked 15 of our great Call Center Week speakers (including leaders from Zappos, NH Hoteles, Valvoline, General Mills and more): What are your most innovative ideas? We’re proud to share their insights in our complimentary Call Center Innovation | Speaker eBook. learn more
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Customer service done right, on a proactive footing, has the potential to attract customers instead of risk losing them, to drive growth and innovation instead of hindering both. Customer service should be thought of as a long-term relationship with a customer, not a reactive quick fix to a problem. Consider five ways to change customer service into an asset that drives growth. learn more
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A new IBM Institute for Business Value survey of more than 28,000 consumers from around the world confirms that while consumers actively discuss, critique, promote, and even dismiss your brand, they will give their loyalty only to a few select retailers. How well retailers and product brands identify the arbiters that determine what’s hot and what’s not and build trust with both individuals and communities of like-minded consumers will determine whether they benefit from a base of loyal advocates or are left with transient and fickle customers. learn more
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In a commissioned Total Economic Impact study, Forrester Consulting found that four Mattersight customers used their service to optimize the productivity of their customer service organizations, increase customer satisfaction, increase revenue and manage risk potentially generating a nearly 5X ROI and a 6 week payback period. learn more
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CMIQ’s Executive Report on Customer Experience identifies and offers insight on key trends in defining, developing, executing and improving the customer experience. The report is designed to help businesses in all stages of their customer experience programs to increase the duration and value -- and decrease the cost -- of the customer life cycle. learn more
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Discover trends in contact centers in the Contact Center Satisfaction Index (CCSI) report by CFI Group. learn more
customer satisfaction | contact center | contact center index
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Today, leaders in charge of customer experience face many conflicting demands: achieve operational excellence, deliver higher revenue, as well as maintain high customer satisfaction. The key to balancing these demands lies in the scientific coupling of data driven insight with process design, enabled by the appropriate technology to become proactive and future ready. learn more
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Today, contact centers are in a whole new ball game. It's no easy task to balance competing demands of customers for speed and accuracy across expanded channels and ensure agents are productive -- all while meeting service levels. Learn how operating your contact center like a basketball team gives you the flexibility to gain efficiency and ensure a win for everyone. learn more
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The current legal landscape for call recording consists of numerous federal laws and industry mandates. It is important for contact center professionals to have a comprehensive resource that provides general information and guidance on best practices necessary to achieve and maintain compliance and verification. “Call Recording and the Law ” is the first comprehensive, 38-page guide to address several of the laws and requirements that impact contact center operations. learn more
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In this exclusive "quickfire" series, CMIQ UK editor Helen Winsor speaks with five leading executives responsible for customer experience in the utilities sector. The complete transcript of her discussion is available here. learn more
| 120 whitepaper results |
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Lower the Costs of Your Call Center Operations Without Sacrificing Service
May 7, 2009
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Call Your Callers Before They Call You: Improving CSAT and Reducing Costs with Proactive Notifications
December 21, 2009
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Delivering Five-Star Multi-Channel Service: A Guide to Best-in-Class Strategies, Technologies and Results
March 23, 2010
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How 2 Give GR8 #CustomerService & Have Your Followers ‘Like’ You in All Social Channels
July 22, 2010
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