Gratiss E-Book

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 Multi-Channel Customer Care Report Edition :  Year : 2017 Authors : Zendesk Publisher : Zendesk Preface Customers simultaneously want the warmth  of human communication and the speed and  efficiency of automated service.  It’s a paradoxical challenge for companies, one brought  about by increasing levels of consumer expectations  and the fast changing technical landscape of customer  communications.  This important and perplexing challenge is explored in  The Multi-Channel Customer Care Report, with findings  based on a recent survey conducted by Loudhouse  and commissioned by Zendesk—a leading provider of  customer service solutions.  It's a challenge that represents an opportunity for  companies that are willing to face it. The increasing  number of channels for customer communications—when  used as part of a thoughtful, dynamic customer service  strategy—can be used t...

Title : The Buzz Behind Omnichannel: Insight for Driving Real Result Edition :  Year : 2017 Authors :  ICMI Publisher : ICMI Preface Organizations want to deliver great customer service experiences but are often cut short in their  aspirations because of budget constraints, technology limitations, or a variety of other factors.  When it comes down to it, what an organization wants to do and what an organization can do are  often very different things. As a result, it’s not uncommon for contact center leaders to be skeptical  about the latest buzz within the industry. And what’s one of the most pervasive buzz words in  customer service today? Omnichannel.  What does omnichannel really mean for an organization? More importantly, perhaps, is how can  an organization articulate and realize the reported benefits of delivering omnichannel service?  ICMI and inContact have partnered on this trend report to provid...

Title : CCW Executive Report: Customer Experience Game Changers Edition :  Year : 2017 Authors : Call Center Week Digital Publisher :  Call Center Week Digital Preface Game changing. The term can describe the way  customer management has  transformed in recent years.  Businesses are placing considerably  more importance on the customer  experience.  Customers are demanding a caliber of engagement  that is exponentially more personal,  effortless and resolute than that of  past eras.  Technology is not only  altering where interactions take  place but redefining the very nature  of an interaction.  Game changing. The term can also describe the  business impact of a successful  customer experience strategy.   Organizations that successfully leverage people, processes and  technology to deliver an exceptional customer experience posit...

Title : Call Center Strategy 102 Edition :  Year : 2017 Authors : Mindsight Publisher :  Mindsight Preface Be Proactive and Work Together Social media is difficult to pin down. On the one hand, it  provides the perfect medium to share company updates,  new products, and target promotions to consumers who  actually care about your company. It’s fast. It’s agile. It’s  interactive. Magazines, newspapers, radio, and television  ads all operate on the educated guess that fans of your  company will be at the right place at the right time to see your  promotions, but on social media, you know your  audience. You speak to them directly. On the other hand, social media is immensely  valuable as a customer service tool. Customers looking for  advice or information can use their preferred social media  channel to send private messages, make public posts, and  otherwise attempt to contact your c...

Title : 2017 Toolkit, How to Successfully Become an Omnichannel  Contact Center Edition :  Year : 2017 Authors : ICMI Publisher : ICMI DOWNLOAD (MEGA)  |  DOWNLOAD (SOLIDFILE)  |  DOWNLOAD (UPTOBOX) Password zip : gratissbuku.blogspot.co.id