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By: Business Assyst     Published Date: Mar 26, 2007
This paper considers whether smart cards really do have a role to play in loyalty systems or whether they are simply being promoted by the suppliers of smart card technology into what they see as a fast growing, profitable marketplace.
Tags : customer satisfaction, customer relationship management, customer interaction service, customer experience management, smart card, smart cards, access control, business assyst
     Business Assyst
By: Business Assyst     Published Date: Mar 26, 2007
Have loyalty cards reached the stage in their development when they are likely to be merged with other marketing and retailing systems, or will they simply fade away and join their precursors, the green shield stamps, in some far flung promotional graveyard?
Tags : customer experience management, customer interaction service, customer relationship management, crm, customer satisfaction, loyalty, affinity, business assyst
     Business Assyst
By: Business Assyst     Published Date: Mar 26, 2007
Who said, "Money Can’t Buy You Love"? A useful metaphor, though, to help understand the true concept behind customer loyalty. Loyalty programs are about developing sustainable, mutually beneficial relationships. Price incentives can generate a short-term sales uplift but will not engender long-term loyalty.
Tags : customer experience management, customer interaction service, customer relationship management, crm, customer satisfaction, loyalty, affinity, business assyst
     Business Assyst
By: Interactive Intelligence     Published Date: Feb 26, 2013
Insurers are renewing their focus on top line growth-seeking ways to increase premium volumes while at the same time improving profitability. Properly interacting with customers creates revenue on all ends. Read on to learn about key user interaction
Tags : integrated content, communications, key business issues, points of contact, upselling, account management, client services, crm & customer care
     Interactive Intelligence
By: Interactive Intelligence     Published Date: Sep 11, 2013
Contact centers have long played a vital role in the insurance industry. Prospects and customers use them to get product information and quotes and then submit applications. Insurance agents and advisors rely on contact centers to tap into expertise and handle business and technical issues. Policyholders and members make inquiries or changes to their policies, or conduct financial transactions. Claimants call in to report accidents and check on the status of their claims. The list could go on, but the meaning is clear. Contact centers are major contributors to many key parts of the insurance business, especially the parts that require direct interaction with customers or agents. As a result, contact centers now play a critical role in an insurer’s journey toward becoming more customer-centric.
Tags : interactive intelligence, contact centers, insurance industry, prospects, customers, product information, quotes, members
     Interactive Intelligence
By: eGain     Published Date: Oct 12, 2007
Business relationships have always been based on interactions. Until now most of these interactions have been through conventional means, such as the telephone. But now more and more of your business interactions are over the Internet, and this trend will continue for the foreseeable future. Are you ready to handle this change?
Tags : customer interactions, customer service, customer support, support, helpdesk, online support, help desk, client service
     eGain
By: Genesys     Published Date: Jan 27, 2009
In this document, Opus Research offers seven ways SIP (Session Initiation Protocol) can revolutionize customer care in your enterprise. More specifically, we evaluate deployments that involve SIP and provide case studies that integrate Genesys SIP the Customer Interaction Manager (CIM), Genesys Voice Platform (GVP), and Business Process Routing from Genesys Telecommunications Laboratories.
Tags : genesys, sip, session initiation protocol, customer integration manager, genesys voice platform, voip, crm
     Genesys
By: SAS     Published Date: Aug 03, 2016
Today’s customer experience requires a combination of individualized insights, connected interactions and an agile approach to meet customers in the channel of their choosing. This means more than simply doing the same things over in the new channels. It requires new ways of exploring customer trends and preferences, and being smarter about responding to these factors.
Tags : technology, best practices, productivity, data, competitive advantage
     SAS
By: SAS     Published Date: Aug 03, 2016
Sixteen years ago, Seth Godin wrote one of my favorite industry books, Permission Marketing, which would prove to be eerily prophetic. Godin advocated a revolutionary approach to “turning strangers into friends and friends into customers” by eschewing traditional unsolicited marketing communications. Instead, he suggested that companies “date” their customers – first offering incentives to engage (essentially asking for permission to interact, possibly with a freebie or discount), then using the knowledge gleaned from those interactions to speak to customers as friends.
Tags : best practices, communication, marketing, industry books
     SAS
By: Anthem Marketing Solutions     Published Date: Jan 25, 2011
Analytic Tool Delivers Immediate Actionability, Far Beyond Traditional RFM
Tags : data analysis, marketing spend, rfm, customer behavior, transaction analysis, transaction reporting, customer buying behavior, value optimization
     Anthem Marketing Solutions
By: Cisco Webex     Published Date: Feb 16, 2011
Ready to get started? Tell us about yourself and we'll contact you right away.
Tags : cisco webex, webex meeting center, free trial, sales cycle, customer interaction, video, imenterprise im solution, meeting online
     Cisco Webex
By: Spredfast, Inc.     Published Date: Feb 03, 2014
Learn how social listening can help you understand your customers and see how they are interacting and socializing with your brand.
Tags : social listening, customers, brand, social interactions, social media, facebook, twitter, linkedin
     Spredfast, Inc.
By: Oracle     Published Date: Feb 28, 2012
In 7 simple steps, eBusiness professionals can boost sales and customer satisfaction while reducing customer service costs by delivering the right information and service to the right customer at the right time. Find out how!
Tags : on demand, oracle on demand, instant gratification, crm, customer relationship management, deployment, saas, software-as-service
     Oracle
By: Oracle     Published Date: Sep 10, 2012
This white paper provides an overview of what citizens want and expect in their customer service interactions with federal agencies and outlines eight steps for establishing an integrated multichannel contact center experience that meets citizens' nee
Tags : oracle, meeting citizen expectations, customer service
     Oracle
By: Adobe     Published Date: Mar 07, 2013
This quick tip guide discusses a definition of conversion optimisation, eight steps to attract, engage and convert more visitors and how to make better decisions based on data.
Tags : customer interactions, digital marketing, improving conversion rates, personalisation, customer engagement, emerging marketing
     Adobe
By: Adobe     Published Date: Jun 06, 2013
An enterprise's digital properties must be more than one-way broadcasts of information: today's customers desire connection, conversation, and interaction.
Tags : customer experiences, web content, content management, web design, website/graphic design
     Adobe
By: Adobe     Published Date: Aug 22, 2013
This report gives customer experience professionals the tools and processes they need to act on digital customer experience improvement across touchpoints like websites, mobile phones, and tablets. Forrester recommends 10 tactics for evaluating digital touchpoints and determining customers' needs, proven and emerging methodologies for redesigning digital interactions, and best practices for ensuring that your digital experiences support your business objectives.
Tags : customer experience management, digital experiences, customer experience, interactive marketing, customer experience/engagement
     Adobe
By: Adobe     Published Date: Feb 03, 2015
This report provides you with essential direction for putting people, processes, and technology in place to achieve digital experience excellence.
Tags : transforming digital marketing, digital experience excellence, customers interaction and engagement, digital experience, social media, interactive marketing, customer experience/engagement, social media marketing
     Adobe
By: Jive     Published Date: Apr 10, 2013
How To Build Bridges Between Today's Customer Service Islands
Tags : jive, customer service, synergy, silos, communications, integrate customer communications, customer service interactions
     Jive
By: IBM     Published Date: Nov 05, 2013
Providing a superior experience for citizens and constituents is not easy, and gone are the days when problematic customer interactions can be smoothed over by empathetic service representatives. In an omni-channel world, the number of citizen touchpoints is not only increasing, but is increasingly automated, and governments will not get many chances to take the steps that are required to make things right. Unlike at any other time in history, the quality of your operations will shine through, in virtually every interaction with the citizen. A Smarter Process approach helps you to reinvent business operations in the era of the citizen.
Tags : government, smarter process approach, agility, business process management, bpm, cities, efficient government
     IBM
By: IBM     Published Date: Nov 05, 2013
We live in an era in which customers expect perfection from their service providers. With competitors only a click (or tap) away, companies have a strong incentive to deliver flawless operations. Online retailers have “set a high bar” in the way they engage customers throughout the entire sales process—not just during the commercial transaction, but before, during and after the transaction. Your operations must be seamless, because individuals enjoy an interconnected and ubiquitous experience. And your operations must be insightful, because every personal and professional interaction is targeted and relevant. A Smarter Process approach helps you to reinvent business operations in the era of the customer.
Tags : business operations, business process management, bpm, process automation, healthcare, smarter process, life sciences, health plan
     IBM
By: Cisco     Published Date: Aug 27, 2015
Read this whitepaper to learn how top 8 ways video conferences are helping companies improve their business advantage.
Tags : video conferencing, business intelligence, collaboration management, forbes insights, online conferencing methods, customer service, problem solving, business process management
     Cisco
By: Cisco     Published Date: Feb 23, 2016
Businesses must become agile and provide differentiated service as customer demands and expectations change. Moving beyond simple phone transactions, customers are taking matters into their own hands and turning to their peers, the web and social media to find answers. Contact centers play a major role in determining the customer’s perception of a company. Often seen as brand ambassadors, agents are the main interaction point for customers. It is therefore critical that they deliver personalized communications in the channels that customers prefer. Businesses should use cloud technology to add multichannel tools and support growing demand for chat, social, SMS and video
Tags : cloud computing, cisco, contact center, best practices, cloud network
     Cisco
By: Adobe     Published Date: Feb 12, 2016
IT and marketing teams must work together to use, manage and maximize customer data to deliver meaningful interactions that build loyalty and propel their company ahead of the competition.
Tags : adobe, information technology, marketing, digital, customer data, crm & customer care
     Adobe
By: Adobe     Published Date: Apr 20, 2016
To improve your customer engagement, you need to test and learn from every possible interaction. Forrester provides helpful steps and insights in their report, Optimize Customer Experiences with Online Testing and Continuous Optimization. Read the report to learn: • How to establish an online testing strategy based on continuous optimization • How to elevate your testing by achieving four crucial optimization objectives • Recommendations from Forrester on practical next steps in your optimization journey
Tags : adobe, marketing, data driven marketing, continuous optimization, customer experience, customer engagement, crm & customer care
     Adobe
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