Evolving employee engagement with Workforce Management (WFM)

teleopti

Communicate the strategic value of the individual – engaged people go above and beyond what is expected of them because they feel part of a purpose larger than themselves. From experience Teleopti believes successful companies start with inspired people and here CEO, Olle D?ring

Contact Center Future Shock: Channels May Become Part of Our Past

Call Center Coach

Jim Rembach : Okay so when you start thinking about industry growth – impact of the industry – I see the world as a whole becoming just more service-oriented. Brad Cleveland : You know in this industry we’ve been working on for preventing contacts and self-service for three decades now. The web came along in the early nineties and that really expanded the opportunities for self-service. We’ve got to create value. We’ve got up the value.

Boost Growth and Lower Costs with AI and Cloud Contact Center Solutions

NICE inContact

NICE inContact recently commissioned a study by Forrester Consulting —the Total Economic Impact of NICE inContact CXone—to quantify the financial benefits and strategic value of migrating from on-premises contact center technology to its cloud customer experience platform, CXone.

Conversations with Clients: Ding Yi (Allen), Ant Financial, Part 2

COPC

Ding Yi (Allen), Director of Customer Service. recently sat down with Ding Yi (Allen), Director of Customer Service, who oversees the development of artificial intelligence (AI) in customer service at Ant Financial. “… the technology revolution (e.g.,

5 Investment Considerations for Customer Success

Amity

Strategic Customers: These customers meet your highest current revenue thresholds, have a high potential future revenue value, or have a strategic relationship value. Your most senior and experienced CSMs should be assigned to your strategic customers.

Client Interview Series: Ding Yi at Ant Financial

COPC

Ding Yi (Allen), Director of Customer Service. recently sat down with Ding Yi (Allen), Director of Customer Service, who oversees the development of artificial intelligence (AI) in customer service at Ant Financial. “… the technology revolution (e.g.,

5 Investment Considerations for Customer Success

Amity

Strategic Customers: These customers meet your highest current revenue thresholds, have a high potential future revenue value, or have a strategic relationship value. Your most senior and experienced CSMs should be assigned to your strategic customers.

Investment Considerations for Customer Success

Amity

Strategic Customers: These customers meet your highest current revenue thresholds, have a high potential future revenue value, or have a strategic relationship value. Your most senior and experienced CSMs should be assigned to your strategic customers.

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Customer Experience + Marketing: Pro’s & Con’s

ClearAction

Marketing, sales, and service are typically most in-touch and in-tune with customers, compared to the other business functional areas. Software-as-a-service (SaaS) and other subscription business models were instrumental in Marketing taking on a greater role for customer retention.

Predictions for Customer Success in 2019

ChurnZero

The connection between Customer Success and increasing sustainable proven value for both customers and company is not something that can safely be assumed or taken for granted.” – Mikael Blaisdell, Executive Director, The Customer Success Association. Firstly- Happy New Year Churn Fighters!

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