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 : Digital Engagement in the Contact Center Edition :  Year : 2018 Authors : gameEffective Publisher :  gameEffective Preface Service center work is one of the toughest jobs out there. As self-service and alternative support  channels become increasingly common, customers’ expectations from contact centers have  become much higher. As a result, voice calls have become an escalation channel, making for  challenging work on the agent side.  Changing work culture and employee expectations require cultural adjustment. Employees expect  more feedback, recognition and a sense of belonging. Without them, engagement goes down and  attrition and absenteeism go up. That’s why service centers must re-consider how they think about incentives, performance  management and training. They must engage employees at an emotional level, to drive a sense of  choice and connectedness to work. Digital engagement provides an exciti...

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...

Title : The Must-Have Guide to Accurate Call Center Forecasting Edition :  Year : 2016 Authors :  Maggie Klenke, Chris Rainsforth, Charles Watson Publisher :  injixo Preface An effective forecast for an operations is like  having a healthy heart. Your forecast takes  in data and pumps out information and guidance  for your  scheduling  and service  level  management  functions.  Everything  is predicated  on getting the forecast  right. Forecasting is the most challenging function  in workforce management because accurate  data can be a challenge, business  information  doesn‘t  always  make  it back into  the  process,  and  a forecaster  is left  to  make  jud gement calls – and take accountability for it.  Getting educated on the principles of effective  forecasting  is a great  way...

Title : 10 Trends Impacting Your Contact Center Edition :  Year : 2017 Authors : Mitel Publisher :  Mitel Preface One Customer, One Experience Good customer service is all about catering to a market of one. It’s about creating  a singular positive experience that will make your customer believe that you care  about his or her business. That’s the reality of doing business in today’s hyper-connected, mobile world where every customer has  your competitor a simple tap away on a smartphone. Engaged consumers buy 90% more frequently,  spend 60% more per transaction, and are five times more likely to pledge loyalty to a single brand. All of  which translates into engaged customers delivering three times the value to your brand over the course  of a year. Your ability to create that optimal customer experience at every touch point will determine how your  customers view your business. If you’re successful, you will retain that...

Title : The New Rules of The Inbound Contact Center Edition :  Year :  Authors : West Publisher :  West Preface Things have changed in the contact center.  No longer is customer experience bound by the limitations of legacy  on-premises system capabilities. Instead, new cloud-based solutions  offer a much more flexible and agile approach, resulting in a dramatically  improved customer experience.  These  changes  are good news for  contact  centers, as customers today are more likely to take to the internet  than pick  up the phone in their attempt to communicate with your  business,  even if they are looking to complain. Now contact centers can  be  prepared no matter what the communication channel.  Our ‘new rules’ take account of the new demands of customers and  the availability of this new functionality, providing some guidelines on  what the best contact ce...

Title : The Total Economic Impact of Glance Visual Engagement Platform Edition : 2018 Year :  Authors : Forrester Publisher :  Forrester Preface To create more successful customer interactions, organizations are  leveraging visual engagement technology to humanize the customer  collaboration experience. Glance Networks provides visual engagement  solutions including cobrowsing, screen share and live agent video to  enable organizations to better engage with their customers, improve the  customer experience, and humanize the interactions across the sales, onboarding,  and  customer  support  processes.  Glance  Networks,  Inc.  commissioned  Forrester  Consulting  to  conduct  a  Total  Economic  Impact™  (TEI)  study  and  examine  the  potential  return  on  investment  (ROI)  enterprises  may...

Title : Not All Clouds are Created Equal: What's Really Behind the Curtain of a Cloud 2.0 Platform Edition : 2017 Year :  Authors : Genesys Publisher :  Genesys Preface Ask just about anyone and they’ll say they’re “in the cloud.” But, as most  technology leaders know, not all clouds are created equal. There are  significant differences between hosting a legacy application in the cloud,  hosting a multi-tier application in the cloud and running a system that can  take full advantage of cloud scaling and resiliency.  The first cloud communications systems emerged about 10 years ago. If you  look at these first-generation cloud companies, they took a legacy technology  stack, put it into their private data centers and called it a cloud.  Cloud 1.0 had some advantages: It could scale with fewer resources than  on-premise systems; it was a little faster; it also gave companies a sense  of redundancy. However, a...

Title : Live Chat Benchmark Report 2018 Edition : 2018 Year :  Authors : Comm100 Publisher :  CCWDigital Preface Some are looking for the best of both worlds.  Others are hoping to have their cake and eat it  too. For us in the customer contact  community, the aim is to simultaneously do  right by the business and customer.  That ambition is more than a strategic priority.  It speaks to the very essence of why we do  what we do.  It serves as the primary lens  through which we evaluate performance,  contemplate strategies and source  technologies.  Our relentless pursuit of initiatives that are  “good for the customer and good for the  business” explains the eruption of live chat.  Live chat, after all, is one of those rare  endeavors that can satisfy immediate  customer demands and optimize business  results.  It promises customers the opportunity to  conn...

Title : Contact Center Trend to Watch Edition :  Year :  Authors : ShoreGroup Publisher :  ShoreGroup Preface Contact centers represent an opportunity to build long, lasting customer relationships and  help distinguish yourself from competitors through the quality of your service. As more  and more organizations shift to fully integrated cloud-based solutions, it’s easier to fall  behind the curve if they are not up-to-date on all the latest developments. In the past, most businesses were content to develop a standalone solution to meet every new  technological channel instead of taking a more integrated approach; too much of contact center  management was reactive to the latest trends. These solutions may have checked the newest boxes, but  they rarely added value to the overall customer experience.  Pushed by the increasing pace that these new technical solutions are becoming necessary, organizations  have rec...

Title : Special Report: Agent Performance Edition :  Year : 2018 Authors : talkdesk Publisher :  talkdesk Table of Contents Contact Center Agent Performance: No Room for Sacrifices  Now Trending: Agent Performance in an AI-Driven World  Agent Performance: The Key Challenges Agent Performance: The Key Opportunities DOWNLOAD (MEGA)  |  DOWNLOAD (SOLIDFILE)  |  DOWNLOAD (UPTOBOX) Password zip : gratissebook.blogspot.co.id

Title : Battle of The CRM Tools Edition :  Year : 2018 Authors : SearchCRM Publisher :  SearchCRM Preface In this e-guide CRM platforms today are rich, powerful tools for marketers, sales and customer-oriented professionals. But you can easily drown in all of the options thrown in your direction. Let this guide steer through for you and assist in making an informed CRM buying decision. Explore: Strategies and questions to ask to help narrow down the best tool A comparison of the leading CRM vendors TechTarget survey results from your peers: Top drivers of CRM/marketing software purchases DOWNLOAD (MEGA)  |  DOWNLOAD (SOLIDFILE)  |  DOWNLOAD (UPTOBOX) Password zip : gratissebook.blogspot.co.id