Lessons Learned on a 3-year Customer Experience Journey

What details matter the most in a crowded and competitive retail environment where change is constant? Nearly 80% of consumers* do not feel that customer service departments are meeting their customer service needs and expectations. And only 35% report that they feel their customers services issues are being resolved during the first point of contact. Hear an overview of this consumer research to . . .

Dec 2

Speech Analytics for Collections - Top Tips To Deliver Results

It's impossible for contact center managers to monitor each and every call their agents handle. However, understanding agent behaviors and improving their skills can help drive contact center efficiencies, reduce risk and greatly improve the bottom line. This Webinar will explain how Speech Analytics for Collections helps reshape agent behaviors, improve compliance and drive collections efforts. J . . .

Dec 4

The Customer Journey Made Simple
 

What do customers really want from the businesses they engage with? Keeping pace with consumer demands and multichannel touch points is causing organizations to rethink how they approach customer engagement. Today's customers want to be served when, where and how they choose. They want to do business with a single brand, not individual departments. And they want their experiences to be easy, conte . . .

Dec 4

Reducing Customer Effort and Increasing Your Net Promoter Score

This webinar will address the changing dynamics of the consumer landscape and the impact demographics are having on perceived customer effort. We will offer concrete steps that companies can take to remedy this gap reduce customer effort and positively impact NPS. . . .

Dec 4

Learn How to Combine Customer Data with Prediction and Design To Optimize the Customer Experience

Find out how your business can take advantage of the proven value of combining data with advanced prediction tools and design techniques. Discover how using these methods to increase customer engagement can pave a new path to improved business results. . . .

Dec 9

New Strategies for Social Customer Service

Many companies have dabbled with customer outreach via Facebook or Twitter, but haven't fully leveraged social media as a viable customer service channel. However, social media has proven to be a very effective conduit for customer support. In this roundtable webinar, our panelists offer their expertise on how to effectively leverage social media to provide fully integrated and exemplary customer . . .

Dec 10

Tech Tank Roundtable: Multi-Channel/Omni-channel Demo

Attend this 60-minute demonstration webcast and view multi-channel solutions that provide the immediate, accurate answers that customers now expect. . . .

Dec 11

Technology Showcase - Enable Effortless Customer Service with an Integrated Contact Center Solution

Join this webinar to learn how an integrated contact center solution can make your life easier and enable effortless customer service. . . .

Dec 12

How Self-Service Can Win Customers and Influence Consumers

Whether you tackle incremental, high value updates to your self-service channels over the next few years or build something bold from the ground up, the most important thing is that you start now and do it right. So where do you start? What exactly do today's consumers want in a self-service experience, and how can you deliver it? Join this Webinar to learn more. . . .

Dec 16