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How to Increase ROI for Your Custom Development Projects
Aria Solutions
NOVEMBER 13, 2018
It’s an exciting time to be in IT these days! Digital transformation is gaining in popularity, one element being the move of IT infrastructure to the cloud.
Aria Solutions
The Steep Costs of Contact Center Outages
Aria Solutions
NOVEMBER 7, 2018
Many disasters and disruptions can impact a contact center: hurricanes, floods, fires, hackers, hardware failures — even “inside jobs” by malicious employees.
Why Prioritizing CX Is Your Secret Weapon To Business Success
Aria Solutions
SEPTEMBER 18, 2017
Customer experience is a commonly discussed topic and certainly on the minds of many organizations. As Forrester research shows – 84% of CX executives work at firms that are prioritizing CX more than they did two years ago ( “Why CX? Why Now? Forrester Research, October 5, 2016 ). Although there are brands that have made significant transformations to delivering high quality CX, customer surveys reveal that this is only true for 1 in 5 brands ( Why CX? Why Now?,
The Steep Costs of Call Center Outages
Aria Solutions
NOVEMBER 7, 2018
Many disasters and disruptions can impact a contact center: hurricanes, floods, fires, hackers, hardware failures — even “inside jobs” by malicious employees. If you’re a VP of Customer Service or Chief Information Officer, the prospect of widespread call center outages likely keeps you up at night.
6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center
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If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
Results are in! Emotion is key to achieving customer loyalty.
Aria Solutions
AUGUST 1, 2018
Forrester conducted a survey of over 110,000 US adult consumers in 2018, to help measure how well a brand’s customer experience strengthens the loyalty of its customers. In this report, the US Customer Experience Index, 2018 , they reveal which brands rank the highest when it comes to CX quality.
Aria’s Evolved Branding Reflects a Renewed Commitment to YOU
Aria Solutions
SEPTEMBER 5, 2018
Aria Solutions is thrilled to announce that we’ve refreshed our branding ! T his change is more than just a new logo and colors ; i t’s a reflection of how you see us – who we are today , what we value and how we’ve grown.
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Why Tech Start-Ups Should Start Their Customer Journeys Early
Aria Solutions
NOVEMBER 2, 2017
There are more and more start-ups in the tech industry every year. They have become an integral part of our business landscape, driving innovation and entrepreneurship. All of these start-ups begin with a vision and a few individuals who want to bring it to life.
The 80/20 Rule Is Dead! You Can Do More with Social Media Data
Aria Solutions
OCTOBER 27, 2017
In Shifting the Paradigm of Contact Center Interaction Tracking , we spoke of a paradigm shift that needs to be considered in standard contact center metrics.
Results are in! Emotion is key to achieving customer loyalty.
Aria Solutions
AUGUST 1, 2018
Forrester conducted a survey of over 110,000 US adult consumers in 2018, to help measure how well a brand’s customer experience strengthens the loyalty of its customers. In this report, the US Customer Experience Index, 2018 , they reveal which brands rank the highest when it comes to CX quality.
Cloud + Automation: The Future of the Contact Center Infrastructure
Aria Solutions
FEBRUARY 28, 2018
Technology fuels so many aspects of businesses today, that it is now the lifeblood of the organization. CIOs and Infrastructure leaders must own the design for the full eco-system to deliver an infrastructure that can be the foundation for the business.
Artificial Intelligence and the Customer Experience
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There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.
How To Organize Support For Your Contact Center Applications
Aria Solutions
JUNE 1, 2018
As contact centers become more complex and expand to support more channels like web chat and social, it’s important to organize support for contact center applications in a way that allows teams to design consistent customer experiences.
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Aria’s Evolved Branding Reflects a Renewed Commitment to YOU
Aria Solutions
SEPTEMBER 5, 2018
Aria Solutions is thrilled to announce that we’ve refreshed our branding ! T his change is more than just a new logo and colors ; i t’s a reflection of how you see us – who we are today , what we value and how we’ve grown.
How To Organize Support For Your Contact Center Applications
Aria Solutions
JUNE 1, 2018
As contact centers become more complex and expand to support more channels like web chat and social, it’s important to organize support for contact center applications in a way that allows teams to design consistent customer experiences.
The Health of the Contact Center: Are You Ready for 2019?
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
Building a Fully-Integrated Contact Center with Amazon Connect and Salesforce
Aria Solutions
MAY 18, 2018
When AWS launched the Amazon Connect cloud-based contact center service, our breath was taken away by the power and the flexibility – making us quickly become one of the first APN partners and take part in creating new add-on functionality and services.
Building a Fully-Integrated Contact Center with Amazon Connect and Salesforce
Aria Solutions
MAY 18, 2018
When AWS launched the Amazon Connect cloud-based contact center service, our breath was taken away by the power and the flexibility – making us quickly become one of the first APN partners and take part in creating new add-on functionality and services.
Stop Poor CX! A New Way of Analyzing Operational Issues on PureEngage
Aria Solutions
MAY 2, 2018
It’s common for issues to pop up during day-to-day contact center operations and with a lot of customer interaction and agent activity within your PureEngage platform, many of those issues may be hard to find.
Stop Poor CX! A New Way of Analyzing Operational Issues on PureEngage
Aria Solutions
MAY 2, 2018
It’s common for issues to pop up during day-to-day contact center operations and with a lot of customer interaction and agent activity within your PureEngage platform, many of those issues may be hard to find.
The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service
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To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.
3 Tech Trends & Factors That Impact Employee Experience
Aria Solutions
MARCH 8, 2018
Who does not love a nice dinner out on a Friday night? It’s a great way to start the weekend and relax after long days at work. But then a server—clearly unmotivated—shows up, does not answer my questions, and gets my order wrong.
3 Tech Trends & Factors That Impact Employee Experience
Aria Solutions
MARCH 8, 2018
Who does not love a nice dinner out on a Friday night? It’s a great way to start the weekend and relax after long days at work. But then a server—clearly unmotivated—shows up, does not answer my questions, and gets my order wrong.
Cloud + Automation: The Future of the Contact Center Infrastructure
Aria Solutions
FEBRUARY 28, 2018
Technology fuels so many aspects of businesses today, that it is now the lifeblood of the organization. CIOs and Infrastructure leaders must own the design for the full eco-system to deliver an infrastructure that can be the foundation for the business.
Top 3 Reasons Why You Need Customer Interaction Analytics
Aria Solutions
NOVEMBER 24, 2017
Businesses are losing $62 billion per year through poor customer service (Serial switchers strikes again, NewVoiceMedia, Jan. 2016). This means the new goal must be getting every interaction right.
3 Important Things A Chatbot Can’t Do (But an IVA Can)
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Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.
Why Tech Start-Ups Should Start Their Customer Journeys Early
Aria Solutions
NOVEMBER 2, 2017
There are more and more start-ups in the tech industry every year. They have become an integral part of our business landscape, driving innovation and entrepreneurship. All of these start-ups begin with a vision and a few individuals who want to bring it to life.
5 Questions to Think About When Planning System Integration
Aria Solutions
AUGUST 8, 2017
Integration is a cornerstone of today’s enterprise environments with their multitude of enterprise resource planning (ERP) systems.
Top 3 Reasons Why You Need Customer Interaction Analytics
Aria Solutions
NOVEMBER 24, 2017
Businesses are losing $62 billion per year through poor customer service (Serial switchers strikes again, NewVoiceMedia, Jan. 2016). This means the new goal must be getting every interaction right.
6 CX Competencies to Driving Better Customer Engagements
Aria Solutions
OCTOBER 10, 2017
Overwhelming evidence confirms that improving CX does drive business results and that prioritizing customer experience is the proven path to success. However, many customers feel that only a few companies engage with them well, and even with those companies there is room for improvement.
The Top 3 Ways to Forecast for Your Contact Center
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Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.
Salesforce Data Loads: Using Feature Switches to Manage Apex Triggers
Aria Solutions
OCTOBER 4, 2017
Dealing with larger data loads in Salesforce often leads to the task of turning off automations, such as validation rules, workflows or process builder flows. This can be done directly in the Production Org, or even better, by using tools such as the Ben Edward’s Salesforce Switch.
Enable Orchestrated Routing for Customer Journeys, Mobile and More!
Aria Solutions
NOVEMBER 23, 2016
Although voice is still the primary channel customers use to interact with contact centers, representing 54% of all interactions handled, according to Dimension Data , digital is on track to overtake phone by end of 2016.
Shifting the Paradigm of Contact Center Interaction Tracking
Aria Solutions
MAY 19, 2017
A common scenario of interaction event tracking. Let’s paint the picture of a common series of events in the contact center. A technical or performance issue is suspected – either through anomalies in high-level aggregate reports or an agent/customer complaint. From a management stand-point, the immediate question is: “Is this a recurring problem or a singularity?”.
Softphones – Finding the Last Piece for Your Salesforce Service Cloud Puzzle
Aria Solutions
OCTOBER 3, 2016
Many companies are using Salesforce Service Cloud with Omni to engage with customers and handle their service requests. With Service Cloud, you can connect with your customers through social media channels, email, and chat. Setting up those features paints a great picture to your service team. However, the picture is not complete because voice still remains the most important way for many businesses to communicate with their customers.
Your Complete Customer Engagement Handbook
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Transform your contact center to build relationships with your customers that will last a lifetime.
Your Agents are Not Superheroes! Increase Efficiency by Connecting Data Silos
Aria Solutions
AUGUST 21, 2017
I am sure you’ve come across several resources that talked about digital channels now dominating over traditional ones. Even though your contact center might still be in the process of deploying or optimizing these channels , customers don’t care. They want their issue addressed now, and they expect you to know everything about their journey, no matter what communication channel they use. These new demands add a lot of pressure into what is already a hectic agent experience.
Modernizing Your IVR is Like Preparing Your Taxes: You Can Only Put It Off for So Long
Aria Solutions
APRIL 13, 2016
The deadline for filing taxes is almost here, but are you ready? Did you diligently gather your paperwork in February, and prepare your tax returns yourself? Or did you find that needed home repairs, your kids’ sports events, and the latest season of House of Cards took up too much of your time until it was too late? If you fall into the latter category, you may have filed an extension, but that only buys you so much time. Eventually you’ll have to get it done.
Turning Customer Interaction Data into a Competitive Advantage
Aria Solutions
JUNE 8, 2017
Most contact centers use interaction data to justify or support contact center metrics, such as average call handle time, speed of answer, abandonment and even first call resolution. But when you think about it, doesn’t it make more sense to capture data at the event and interaction level? This would allow for much more powerful analysis, as well as the ability to think outside the standard box of metrics every legacy system provides.
Looking at Contact Center Metrics in a Customer-Centric Way
Aria Solutions
MARCH 22, 2017
Contact Centers, as an industry, have been around since the advent of telephony technology. That technological era has also enabled us to measure and track contact center activity quite accurately. For too many years, contact centers were focused on operating contact centers as efficiently as possible, not providing outstanding customer experience. Our early ability to track and measure activity resulted in a series of metrics being adopted to monitor the overall contact center performance.
Executive Report: The Customer Data Too Often Overlooked by the C-Suite
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A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.
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