The Call Center Survival Guide
 

With an entirely new generation of agents and customers alike, constantly evolving technology and integration challenges, and new threats like data security and privacy breaches, today's call center personnel have a lot more on their mind than just improving C-SAT scores. Cloud vs. premise. Linking multiple contact centers and integrating disparate technologies. Staffing challenges. Dwindling IT s . . .

Apr 15

Customer Engagement for a Changing World

In what is being termed the 'Era of Engagement' is your business ready to capitalize on fresh thinking and new approaches to build long-term customer engagement? 75% of the businesses we spoke to said they weren't. We can help you set started. Thunderhead.com, in partnership with Thinkjar, has just released unprecedented Customer Engagement market research based on in-depth interviews with Senior . . .

Apr 16

Stop Committing Customer Service Suicide!

Companies today hurt their business by making it hard for customers to work with them. If every customer call you take is a cold call, and agents need to spend several minutes finding relevant information before they can help the customer, you are wasting time and money, and even worse, you are hurting your customer relationships. In this webinar find out how Zendesk and 8x8 have come together to . . .

Apr 16

Automating the Web and Mobile Customer Service Experience

Customers are drawn to web and mobile channels to find answers to support queries because of their convenience and familiarity. However, they often have difficulty finding the right information. In this webinar, Aphrodite Brinsmead, Senior Analyst at Ovum, will discuss how enterprises can improve resolution rates in self-service channels by implementing virtual agent tools. The webinar will cover . . .

Apr 16

Building a Customer Experience Driven Contact Center

Yesterday's call centers were built around organizational needs and processes rather than meeting the needs and expectations of today's customer. With the exponential growth of communication channels and the manner in which customers now expect to do business, your existing call center infrastructure is quickly becoming obsolete. In today's global competitive marketplace, companies are struggling . . .

Apr 16

Using Data Driven Analytics to Unite Companies with their Customers

The surprising thing for most company execs to discover is that all of the information about their customers' experience is sitting closely within reach. It's just that this feedback is buried inside thousands of captured customer interactions and it isn't easy to extract and organize this data. But it is crucial to do so because this data is the missing piece of the puzzle. . . .

Apr 17

Personalizing The Omnichannel Customer Experience - Tips and Trends

To better understand the state of omnichannel, Multichannel Merchant and Neustar conducted an extensive study on marketers' omnichannel priorities and challenges across the customer lifecycle. Join us as we share key findings from the research and industry benchmarks, as well as the new best practices for achieving omnichannel personalization, including: - When the majority of marketers believe th . . .

Apr 17

Contact Center Forecasting and Planning Tips and Tricks

Ther's an old description of what workforce management is: Ensure that the right numbers of agents are available, at the right time, to service your customers. There are also two separate processes that most companies use to ensure that they're appropriately staffed: Ensure that your operation is nimble and efficient in reacting to day-of changes to your environment (scheduling and intraday manag . . .

Apr 22

Best Practices in IVR and Self Service
 

Attend this roundtable to hear how interactions can be automated in a way that makes it easy for customers to navigate the service, complete transactions and access information across multiple channels. As contact centers are tasked with both reducing costs and improving customer service, organizations are seeking self-service solutions that can provide sound business benefits and improve the cus . . .

Apr 24

Action-oriented VOC. The Path to Value
 

Just about every company listens to its customers in some way or another. But what differentiates successful organizations is their ability to act on what they hear. Join Bruce Temkin, Managing Partner and Customer Experience Transformist, Temkin Group and Claire Sporton, VP, Customer Experience Management, Confirmit, as they discuss the key trends influencing customer insights today. Bruce Temkin . . .

Apr 29

How to Improve Agent Performance using the Voice of the Customer

Like Atlas - you have the weight of an entire customer contact center on your shoulders. Use Verint's four pillars for support. Our webinar gives you four important pillars for using Voice of the Customer input to improve agent performance alongside traditional metrics such as AHT and FCR. Learn how Verint can take the weight off your shoulders and start realizing results by driving continuous imp . . .

Apr 29

Generating and Converting Inbound Sales Calls in a Mobile World

In 2014, 5 smartphones will be sold for every PC. We now live in a mobile world, and marketers can't rely on the same old PC-based strategies to optimize leads, conversions, and revenue from smartphone users. New strategies, including locally targeted campaigns, are needed. Join call tracking and management experts at Ifbyphone and Locaid as they explain the new rules of generating and managing ph . . .

Apr 30

Successful Negotiation Techniques for Sales Professionals

How to effectively uncover your prospect's core motivation for pursuing the deal early in the sales process, without being blind-sided with price demands and requests for information that put you in a reactive position, robbing you of negotiating power. How to improve your negotiating position through use of non-adversarial techniques to exert pressure on your prospect without impacting the long-t . . .

May 1

Building Customer Loyalty through Increased First Contact Resolution

First contact resolution is often seen as the "Holy Grail" in customer service. However, finding the right available agent versus the first available agent encompasses more than just introducing a new metric and tracking its performance. Improving first contact resolution (FCR) has a direct positive impact on your business. Yet it is also important to balance the drive for FCR with "cost to serve" . . .

May 6

What Happens when the Customer Experience Breaks?

An effective Customer Experience strategy is a key aspect for a modern business model. The process of delivering an amazing customer experience will create customers for life, except -- what happens when things go wrong? What happens when your customer experience processes break? How do you respond? How do you recover? How can you move your customer from negative to neutral or negative to positive . . .

May 7

Sales Execution Issue - Why does 52% of your forecast fail?

According to CSO Insights, only 48% of forecasted deals are won. Just to repeat, this is forecasted deals - expected to close, not pipeline. Consider this: - Lack of insights - Issues with articulating / positioning competitive differentiation - Ineffective sales processes all make it more difficult for sales reps to close forecasted deals. What can your sales team do to have a better chance of wi . . .

May 8