Gratiss E-Book

Title : State of Service Edition : Year : 2017 Authors :  Salesforce Publisher :  Salesforce Preface For the second annual “State of Service” report,  Salesforce Research surveyed more than 2,600  customer service professionals worldwide to discover: •  How service leaders are responding to  heightened customer demands •  Which habits are hallmarks of top service teams •  How smart tech is impacting service protocols  In this report, high-performing service teams are the  top 14% who rate both their service performance  and performance versus competitors as excellent.  See page 3 for further information on performance.   Data in this report is from a September 2016  survey that generated responses from 2,636 full- time service professionals (not limited to Salesforce  customers) in the U.S., Canada, U.K./Ireland, France, Germany, Netherlands, Japan, and Australia/New  Zealand. R...

Title : The IVR Playbook, Your Guide to Choosing, Designing, Developing, and Delivering an IVR Platform That Ensure a Great Customer Experience Edition :  Year : 2017 Authors : Genesys Publisher : Genesys Preface What is IVR? IVR is the commonly used acronym for Interactive Voice Response  systems. It is a technology that allows a computer to interact with humans through  the use of voice and touch-tone telephone keypad inputs. Who uses IVR systems? Who doesn’t use an IVR system may be more accurate. Everyone and their grandmother have  interacted with an IVR system at one point or another, whether calling their Bank to check account  details or calling a Pharmacy to update a prescription. An IVR allows customers to select the  reason they’re calling through menu driven options so they can be routed to the appropriate agent  or ideally have the option to self serve their own inquiries by following the IVR dialogue and having ...

Title : Engage: AI-Powered, Shopper Engagement and Conversion Edition :  Year : 2018 Authors : CognitiveScale Publisher :  CognitiveScale Preface CUSTOMER One of the largest omni-channel retailers stores in the world. PROBLEM The brand wants to provide an exceptional shopping  experience with relevant choices and recommendations  that cater to the individual online visitor. The challenge,  however, is that at least 80% of online shoppers are  anonymous, making it incredibly difficult to identify the  user in order to personalize the digital experiences.  Of particular interest was the gamified shopping  experience that used A/B testing to understand  customer preferences on the mobile website. Using  real-time session, the department store needed help  personalizing the user’s mobile shopping experience.  DOWNLOAD (MEGA)  |  DOWNLOAD (SOLIDFILE)  |  DOWNLOAD (UPTOBOX) ...

Title : The Fundamental of Effective Customer Experience Management Edition :  Year : 2016 Authors :  Publisher :  CRM Media Preface Delivering great customer experiences combines keeping a close eye on customer  journeys, listening to what customers have to say, and interacting with customers  consistently and effectively, no matter which channel they choose. To achieve these great experiences, your employees need to have the right tools.  As your new customer demographics continually point to digital channels as the  preferred method of communication, those human-free touch points need to evolve  to meet customers’ needs, and be capable of escalating to an agent as a failsafe. In the following Best Practices installment, you’ll hear from leading solution  providers with their recommendations for delivering great customer experiences  across channels and touch points.   DOWNLOAD (MEGA)  |  DOWN...