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customer interaction

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By: 8x8 Inc.     Published Date: Aug 09, 2017
Do you know what happens when a customer connects with your contact center? Not just the way in which he or she is routed to an agent, or the information accessed during the interaction— but what really happens in the conversation that makes the encounter an exceptional one? Do you have any insight into how your agent responded to that individual user, or a way to proactively ensure that other prospects and customers on any channel can have a consistent and positive experience? Are you leveraging all employees in your organization who have a stake in the customer experience, either directly or because their job influences the process? Do you feel confident that you have every metric at your disposal to make the best business decisions? Download now to learn more!
Tags : modern customer, contact center, customer engagement, branding
     8x8 Inc.
By: Sitecore     Published Date: Oct 18, 2016
In a market where 78% of consumers abandon a transaction or purchase because of poor service, businesses need to personalize and customize their interactions with customers to remain competitive. A truly personalized customer experience, framed in the context of the consumer’s previous buying patterns and behaviors as well as their current interactions, can mean the difference between engaged, loyal customers or lost business for your company. Download this white paper now to learn more!
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     Sitecore
By: Polycom     Published Date: Dec 18, 2014
A variety of technological, demographic and cultural forces are converging at this unique moment in history and stand poised to revolutionize the workplace of the future. Customers are demanding the ability to access the marketplace from anywhere, anytime and on any device; newer employees now expect the flexibility to collaborate continuously with customers and co-workers; and the future-oriented company is striving to make customer interaction and employee communication as invisible, seamless and intuitive as possible.
Tags : business, video, conference, multicultural, meetings, communication, cio, digital
     Polycom
By: Adobe     Published Date: Feb 10, 2016
Today’s ultra-connected consumers are interacting with brands more often and in more places than ever. In fact, the average customer comes in contact with a brand at least five times before buying — whether it’s a Google search, an in-store visit or downloading an app.
Tags : customer experience, customer interaction, reinventing the customer experience, marketing experiences, customer, interactive marketing, customer experience/engagement
     Adobe
By: Infor     Published Date: Jan 03, 2011
Taking full advantage of each customer interaction has become a strategic imperative. And customer-oriented companies in a wide range of industries must focus on developing a contact center that drives effective, consistent customer interactions and builds long-term customer loyalty. In this white paper, learn how leading organizations empower the contact center.
Tags : infor, customer interaction, contact center, customer loyalty, roi
     Infor
By: Infor     Published Date: Jan 06, 2011
Taking full advantage of each customer interaction has become a strategic imperative. And customer-oriented companies in a wide range of industries must focus on developing a contact center that drives effective, consistent customer interactions and builds long-term customer loyalty. In this white paper, learn how leading organizations empower the contact center.
Tags : infor, customer interaction, contact center, customer loyalty, roi, interactive/pr agencies, interactive marketing, marketing software
     Infor
By: SAS     Published Date: Mar 14, 2014
Stop to think about how - and how often - your business interacts with customers. Most organizations believe that only a small fraction of data on interactions generated are effectively put to use. Why is that? Check out this whitepaper to see.
Tags : sas, voc, voice of customer, visual text analytics, best practices, customer voice, sound of sentiment, text data
     SAS
By: SAS     Published Date: Sep 30, 2014
Stop to think about how – and how often – your business interacts with customers. Every day, with each interaction, data is created. What percentage of the data generated by these interactions are you using? There are so many channels for interaction, like social media, call centers, sales staff, help and support resources, marketing and campaigns. Typically, organizations believe that they are using only a small fraction of it effectively – at best, upwards of 10 percent of all the available data. Why? One reason relates to the difficulties in collecting all this data. This limitation is beginning to wane as commodity hardware becomes increasingly popular for big data storage. But another major inhibitor to examining all customer data has been the inability to examine millions, or even billions, of data points that constitute the customer picture. And much of this is now in the form of unstructured text inputs.
Tags : sas, text analysis visualization, voice of the customer, unstructured text inputs
     SAS
By: Microsoft Dynamics CRM     Published Date: Mar 02, 2010
While the new generation of self-service applications for the Web and IVR is excellent, successful self-service programs will depend on giving customers choices and striking the right balance.
Tags : microsoft dynamics crm, contact call center, self-service application, ivr, interactive voice response, customer service interaction, live agent support, automated self-service
     Microsoft Dynamics CRM
By: Bazaarvoice     Published Date: Nov 05, 2014
Consumers discuss your brand on Facebook, Twitter, and Instagram. Learn how to harness this wealth of social media content, and display it right where it can go to work delivering engagement, trust, and conversion: your website.
Tags : bazaarvoice, social curation, engagement, proliferation, social channels, social content, customer feedback, drive engagement
     Bazaarvoice
By: Oracle Service Cloud     Published Date: Mar 23, 2016
As the undisputed leader in home robots, iRobot has pioneered a completely new market, making it even more important for the company to establish what its customers want quickly, and to deliver outstanding customer-service experiences. To maximize adoption of its new technology, including its best-selling Roomba® vacuuming robots product line, iRobot wanted to optimize its use of multiple communications channels, to listen to its customers’ needs and identify revenue opportunities, while providing exceptional levels of service consistently across Web, social, and traditional channels.
Tags : oracle, service cloud, irobot, customer service, customer interaction
     Oracle Service Cloud
By: Genesys     Published Date: Aug 13, 2009
Your company likely has a contact center that efficiently and effectively handles customer interactions via telephone calls as well as through channels such as text chat, SMS, and e-mail. Yet are you aware that the contact center handles just a fraction of the activities that impact the customer experience throughout your business?
Tags : genesys, conferencing, text chat, sms, e-mail, email, customer experience, contact center
     Genesys
By: Oracle Service Cloud     Published Date: Mar 23, 2016
According to Forrester Research, 76% of consumers are using online self-serve to find answers—more than any other support channel, including phone. And they are no longer just looking for customer support directly on companies’ Facebook or Twitter sites. They are seeking help from their peers for quick and easy answers. Companies are recognizing this social service trend and are using customer communities as a platform to enable customers to socially self-serve. This approach can greatly enhance the overall service experience and reduce escalations to an agent. In looking at social service trends and benefits, it’s important to strategically think about the customer community implementation and planning process.
Tags : oracle, service cloud, service management, customer interaction
     Oracle Service Cloud
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: Online Insight     Published Date: Dec 12, 2006
This white paper describes Online Insight's vision for the next generation in sales and marketing, driven not by guesstimates about a customer based on ancient demographics and historical purchases, but by up-to-the second needs and preferences measured real-time in a first-hand "collaborative customer conversation."
Tags : marketing, crm, customer relationship management, customer support, customer service, customer interaction, customer experience, csr
     Online Insight
By: Comcast Business     Published Date: May 07, 2018
Companies today are as distributed as their customer base, with branch offices and satellite locations scattered well beyond traditional boundaries. For many, these distributed sites are the face of the company to the customer, with most—if not all— customer interactions occurring in these locations and not in the corporate headquarters. Banks and finance centers, retail stores and even urgent care centers all fit within the category of the branch office, with each location connected to the corporate headquarters and, increasingly each other. Together, they make up the distributed enterprise. However, each location is its own entity and must be able to operate independently of headquarters to ensure business can continue even if one or other locations experience technical issues. Distributed locations, therefore, must be equipped to handle all manner of customer interactions – and evolving customer expectations—and do so in a way that anticipates what the customers want next. From pers
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     Comcast Business
By: Adobe     Published Date: Jul 04, 2016
Customers interact with companies across many channels and devices — and for each interaction, only seamless and personalised experiences will keep them engaged. Marketers need to see customers as individuals, and serve up content that meets their expectations — whether they are online or offline.
Tags : campaign performance, customer relationship, customer interaction, customer engagement, crm solutions/software, customer experience/engagement
     Adobe
By: Adobe     Published Date: Feb 08, 2016
Customers interact with companies across many channels and devices — and for each interaction, only seamless and personalized experiences will keep them engaged.
Tags : adobe, marketing, campaign, multi channel, customer interaction, engagement, email marketing, crm & customer care
     Adobe
By: Nanorep     Published Date: Jan 25, 2016
This white paper explores the importance of shifting customer service from being perceived as a “cost center”, which implies a place that only generates expenses, to becoming a “value center”, which is a place that generates growth.
Tags : customer experience, shift from cost center to value center, customer experience management, customer service, customer interaction, crm solutions/software, customer experience/engagement
     Nanorep
By: KANA®, A Verint® Company     Published Date: Aug 07, 2014
Save time and money by taking advantage of existing resources in a new way. KANA offers a unified, omni channel desktop that allows you to transform your customer experience without the cost and complexity of rip and replace.
Tags : kana, customer experience, case management, process improvement, empowering employees, maturity assessments, customer satisfaction, loyalty
     KANA®, A Verint® Company
By: KANA®, A Verint® Company     Published Date: Aug 07, 2014
The increasing popularity of self-service for today’s always on, always connected consumer, is both breathing new life into and making new demands of the contact center and customer facing staff. Learn how with our agent desktop, KANA customers are reaping rewards that not only benefit their customers but in turn, benefit their staff and business and allow them to simplify the Service engagement.
Tags : customer service, engagement, self-service, consumer, staff, customer, rewards, benefit
     KANA®, A Verint® Company
By: Adobe     Published Date: Nov 07, 2013
Advanced management and tracking in Adobe Social helps Sky Bet drive revenue through timely delivery of targeted high-impact social campaigns.
Tags : adobe, skybet, success story, advanced management, adobe social, drive revenue, traditional digital marketing, drive new customers
     Adobe
By: IBM     Published Date: Nov 12, 2013
The age of the customer. Possibly no term better illustrates the current era of business. Customers expect their experience to be flawless at every touchpoint, and with competitors only a click (or tap) away, company leaders have a strong incentive to deliver. Online retailers have set a high standard in the way that they engage customers on an ongoing basis—not just during the commercial transaction, but before, during and after each interaction with the customer. Can service providers in industries such as banking, insurance, healthcare and government meet the challenge?
Tags : business operations, business process management, bpm, process automation, smarter process, age of customer
     IBM
By: IBM     Published Date: Mar 04, 2014
The age of the customer. Possibly no term better illustrates the current era of business. Customers expect their experience to be flawless at every touchpoint, and with competitors only a click (or tap) away, company leaders have a strong incentive to deliver. Online retailers have set a high standard in the way that they engage customers on an ongoing basis—not just during the commercial transaction, but before, during and after each interaction with the customer. Can service providers in industries such as banking, insurance, healthcare and government meet the challenge?
Tags : business operations, business process management, bpm, process automation, smarter process, age of customer
     IBM
By: IBM     Published Date: Mar 12, 2014
Learn how to take your organization’s social media strategy beyond passive listening to truly engaging your audience to create business value.
Tags : ibm, social business, marketing, social media, marketing management, analytics, marketing research, trends
     IBM
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