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?,

Surveys 120

Surveys Management Customer Experience 120

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.

APIs 76

APIs Engineering CRM Best practices 76

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.

Contact Center 76

Contact Center Multichannel Banking Customer Experience 76

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.

APIs 89

APIs CRM Marketing Analytics 89

Speaker: Kerry Bodine and Lindsay Sykes

The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change — and then measure the results of your efforts. Join Intouch Insight and Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic.

Journey mapping

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.

Call Center 62

Call Center Multichannel Contact Center Banking 62

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.

CRM 68

CRM Surveys Self service Metrics 68

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.

Contact Center 76

Contact Center Government Benchmark SaaS 76

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.

Employee engagement 62

Employee engagement Consulting Consulting Contact Center 62

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.

Employee engagement 62

Employee engagement Consulting Consulting Contact Center 62

Advertiser: Interactions LLC

The quality of a customer care strategy can make or break a company, but simply resolving a customer service issue or complaint is no longer enough. Learn the 4 steps that address the major points you need to consider when building a customer care roadmap.

Customer Care

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.

Contact Center 68

Contact Center Customer centricity Management Feedback 68

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.

CRM 62

CRM Surveys Self service Metrics 62

Aria Solutions

JUNE 6, 2018

Wireless 62

Wireless Contact Center Morale Interactive Voice Response 62

Aria Solutions

JUNE 6, 2018

Wireless 62

Wireless Contact Center Morale Interactive Voice Response 62

Speaker: Claire Beatty, Editorial Director - Asia, MIT Technology Review Insights

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

Surveys

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.

Contact Center 62

Contact Center Customer centricity Management Feedback 62

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.

Contact Center 62

Contact Center Best practices Employee engagement CRM 62

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.

Contact Center 62

Contact Center Best practices Employee engagement CRM 62

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.

Contact Center 62

Contact Center Metrics Technology Analytics 62

Advertisement

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.

Contact Center

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.

Contact Center 62

Contact Center Metrics Technology Analytics 62

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.

Employee engagement 54

Employee engagement Consulting Consulting Contact Center 54

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.

Analytics 68

Analytics Customer retention Banking Metrics 68

Aria Solutions

AUGUST 8, 2017

Integration is a cornerstone of today’s enterprise environments with their multitude of enterprise resource planning (ERP) systems.

Accountability 72

Accountability Transportation Enterprise CRM 72

Advertisement

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.

Contact Center

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.

Technology 62

Technology Sales Contact Center CRM 62

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.

Technology 62

Technology Sales Contact Center CRM 62

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.

APIs 68

APIs Marketing CRM Analytics 68

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.

Contact Center 62

Contact Center Government Benchmark SaaS 62

Advertiser: Interactions LLC

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

Customer Care

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.

Analytics 62

Analytics Customer retention Banking Metrics 62

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.

voip 76

voip Engineering Best practices Analytics 76

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.

Customer centricity 62

Customer centricity Metrics Benchmark Education 62

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.

Management 62

Management APIs CRM Personalization 62

Advertisement

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.

Self service

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?”.

Contact Center 62

Contact Center Best practices Metrics Technology 62

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.

APIs 65

APIs Engineering Accountability Contact Center 65

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.

CRM 52

CRM APIs Multichannel Contact Center 52

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.

Accountability 65

Accountability Technology Contact Center 65

Advertisement

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.

Wait times