Find Out How Your Customers Want to Interact In the Digital Age

We recently asked 1000 consumers what they really think about the online service they receive from businesses. Join our expert speaker from IntelliResponse as we unveil key trends in the results. This online event will provide new research from our recent consumer survey, including the kind of relationship customers want with companies, the most important channels for meeting customer needs, curre . . .

Oct 22

The Benefits of Proactive Omnichannel Customer Engagement

Any successful business leader knows that effective customer communication is essential for short-term and long-term success. During automated or live customer interactions, organizations must capture relevant data and consistently provide the right message to the right person at the right time. And, in today's highly connected society, this must be done across all communication channels (includin . . .

Oct 22

Roundtable: Best Practices in Quality Assurance

While call center quality assurance (QA) has traditionally focused on monitoring and improving internal agent quality and compliance, solutions have been expanded to help uncover valuable insights to improve business operations and customer satisfaction. Using insights from your QA program can also help drive excellence in Voice of the Customer initiatives. . . .

Oct 23

Align Contact Center Goals: Customer Success and Productivity

Improving productivity and customer experience are nirvanas of frontline workforce managers. However, these seemingly divergent goals aren't often linked. We invite you to join us for a quick, 20-minute discussion to learn how to reduce costs and deliver customer success by leveraging real-time staffing. In this webinar, we will share exactly how to ensure customers receive prompt service despite . . .

Oct 28

Roundtable - Empowering your Contact Center with 'Next Generation' Personalized Customer Care

Most contact centers today are heavily weighted toward supporting calls. However, requirements for supporting email, chat, social media, and other forms of contact are looming over customer care professionals who want to provide freedom of choice to customers. . . .

Oct 28

Make Better Business Decisions With Predictive Analytics

Can you leverage high-level analysis to make better business decisions? Is your organization incorporating real-time, self-service, big data, social, and mobile analytics? Once you have customer profile and behavioral data, your organization can do some pretty impressive things across multiple interaction channels. Join Pitney Bowes, Teradata, and HP in this Webinar and learn how your organization . . .

Oct 29

How to Improve Agent Recruitment and Onboarding

Tenure breeds success in the call center - the longer an agent stays with your company, the better service they will provide and the better experience your customers will have. The challenge many call centers face is how to improve their recruitment, training, and onboarding processes to reduce agent attrition rates within the first 90 days of employment. Learn what to look for when hiring new age . . .

Oct 29

A Winning Strategy to Enhance Your Customer Experiences

Today's consumers are increasingly knowledgeable before they contact businesses. How can solutions like omnichannel address this, and how are businesses implementing them? We will present five practical tips to show how your business can better collaborate with consumers. . . .

Oct 30

Planning, modeling, and decision-making in your complex contact center operation

As your contact center environment gets both more complex and less predictable, the need for better planning becomes more important. Whether you're managing a multi-channel, multi-skill, or simpler operation, contact center strategic planning is key to making big picture decisions in an uncertain environment. . . .

Nov 13

Technology Showcase - How the Cloud Contact Center of the Future Will Deliver a More Intelligent Customer Experience

Interactive Intelligence PureCloudSM is a suite of cloud services for communications, collaboration and customer engagement that takes full advantage of the distributed nature of the cloud to help you deliver more intelligence customer experiences and improve employee collaboration. . . .

Nov 18

Roundtable - Best Practices in Cool Technologies -- Engagement and Loyalty

[24]7, Mattersight, NewVoiceMedia, and SAP discuss the ways that enterprises interact with their customers and support them in more varied and more complex techniques. These new capabilities enable innovative approaches that reduce costs and build customer loyalty. . . .

Nov 20