Contact Center Pipeline

MARCH 2, 2017

This all started 8 years ago… in March 2008. It was a 24-page issue. We had 3 sponsors… and not many more subscribers than that!! We built a Web site with no content and a database with no subscribers. Shucks… we had more people on our team than we did subscribers! You know the one […].

Contact Center 100

Contact Center 100

Kayako

MARCH 2, 2017

Identifying the service our customers want can be like trying to hit a clay-pigeon. We want to do our best to deliver the best support to our customers. But your customer and their desires can be moving targets. Outside forces such as interactions with other businesses and feedback from friends and family influence the service we expect to receive. Over time, they develop expectations about your brand and service standards.

Airlines 91

Airlines Entertainment Advertising Feedback 91

Vonage

MARCH 2, 2017

Possibly one of my biggest push buttons in business today is customer service – businesses are so focused on enticing new customers that they often disregard the value of their existing ones. The impact of this is highlighted in new research which estimates that UK businesses lose £12 billion every year as a result of poor customer service. The research, conducted by NewVoiceMedia, shows that 93% of respondents have switched business at least once in the last year because of poor customer servic

Customer Service 69

Customer Service Banking Metrics Marketing 69

Verint

MARCH 2, 2017

Chief Data and Analytics Officer. March 6-8; Sydney, Australia. Verint’s Belinda Haden, head of customer analytics, Asia Pacific, will present “Discussion Group: Operationalizing Analytics to Drive Value” on March 7 at 2:30 p.m. AEDT. Haden will share ways to speed up the “time to value” of data programs and projects—and how to encourage a culture of test and learn with ‘fast-fail’ KPIs to foster learning and help enable innovation.

Analytics 24

Analytics Customer Experience Customer Service 24

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Robert Davis

MARCH 2, 2017

By Brad Baumunk , President and COO. RCDA has invested many years in research to drive KPI achievement through call flow enhancement and agent and leadership development. We have validated our approach through dozens of engagements with our clients. Our success has provided a solid foundation, giving our company the reputation for being one of the best full-service training, coaching and facilitation consultancies in the marketplace.

Call flow 48

Call flow Coaching Telecommunications Customer retention 48

Clarabridge

MARCH 2, 2017

By Dale Roberts. VP Professional Services EMEA. Are you measuring for your benefit or are you genuinely looking for ways to stay ahead by improving the customer experience? If you do want to put customers first, you need to think like your customers. Do you understand how your customers measure you? Measurement Motivation. Some companies use metrics creatively.

Government 45

Government Benchmark Big data Analytics 45