DMG Consulting

APRIL 10, 2017

FCR in an Omni-Channel World (whitepaper). By Donna Fluss. Introduction. First contact resolution (FCR) is an essential key performance indicator (KPI) for contact centers because it measures the department’s effectiveness by determining if the agent fully resolved or addressed the customer’s issue during the first contact.

Contact Center 48

Contact Center Customer Satisfaction CX Customer Experience 48

DMG Consulting

MARCH 30, 2017

Your Customers Deserve a Better IVR (whitepaper). By Donna Fluss. Introduction. DMG research has shown that both Baby Boomers and Millennials prefer to use self-service solutions to solve an issue, but will interact with a live person when the automated tools are not successful.

CX 48

CX Customer Experience Contact Center Technology 48

Waypoint Group

JUNE 19, 2019

We have just published a new whitepaper for folks driving Customer Success in B2B firms and seeking to proactively engage the right customer-contacts in the right way at the right time to obtain the right insights.

B2B 40

B2B Customer Retention Sales Customer Relationship 40

DMG Consulting

MAY 22, 2017

Using Interaction Analytics to Improve the Customer Journey (whitepaper). By Donna Fluss. Introduction. Sharing speech and text findings with a customer journey analytics (CJA) solution is a great way to expand the benefits and contributions of Interaction Analytics. To continue reading, download the PDF by registering below: DOWNLOAD.

Text Analytics 48

Text Analytics CX Customer Service Customer Experience 48

DMG Consulting

JULY 11, 2017

Real-Time Adaptive Scheduling Improves Contact Center Dynamics (whitepaper). By Donna Fluss. Introduction. Adaptive intraday management capabilities allow enterprises to bridge the gap between forecasts and reality.

Contact Center 48

Contact Center Customer Satisfaction 48

Uniphore

OCTOBER 5, 2018

In order to step up to the seemingly impossible challenge of enabling deeper customer engagements, support organizations are turning to automation. It expands self-service from responding to questions, to actually completing customer requests such as returning a product or changing a flight.

Customer Service 100

Customer Service Contact Center Technology Technology 100

DMG Consulting

APRIL 4, 2017

Omni-Channel Contact Centers are Required in the Digital Era (whitepaper). By Donna Fluss. Introduction. The new generation of contact center infrastructure is designed to support customers in their channel of choice and to provide a seamless experience and track customers and their activities as they transition between channels.

Contact Center 54

Contact Center Technology Technology CX 54

DMG Consulting

JULY 11, 2017

Real-Time Adaptive Scheduling Improves Contact Center Dynamics (whitepaper). By Donna Fluss. Introduction. Adaptive intraday management capabilities allow enterprises to bridge the gap between forecasts and reality.

Contact Center 48

Contact Center Customer Satisfaction 48

DMG Consulting

APRIL 4, 2017

What End-Users Want from Their Cloud-Based Contact Center Infrastructure Vendor (whitepaper). By Donna Fluss. Introduction. Key end-user requirements are ease of doing business, highly reliable system performance, contact center expertise, on-going innovation, disaster recovery/business continuity, and a partner committed to their success.

Contact Center 48

Contact Center Innovation Technology Technology 48

Fonolo

SEPTEMBER 21, 2017

In this mini complementary whitepaper, you’ll learn the major problems that can occur when using voicemail in the contact center, and how a true call-back system can help to remedy these issues. Download the mini whitepaper below. DOWNLOAD THE FREE 6 PAGE WHITEPAPER TODAY. . In fact, you’re better off leaving callers on hold!

Contact Center 47

Contact Center Technology Technology Customer Service 47

DMG Consulting

MARCH 15, 2017

Consumers Channel of Choice – A Multi-generational Benchmark Study of Consumer Channel Preferences (whitepaper). By Donna Fluss. DMG Consulting LLC has conducted a worldwide consumer benchmark study to identify consumer channel preferences for interacting with businesses.

Contact Center 48

Contact Center CX Customer Service Customer Experience 48

Zendesk

MARCH 18, 2024

With the latest advancements in artificial intelligence, these organizations have the opportunity to make their service processes more efficient, which allows service agents to deliver both speedy and quality service interactions with their customers.

Artificial Intelligence 52

Artificial Intelligence AI 52

Fonolo

SEPTEMBER 26, 2018

Come into the classroom, sit down, and let us begin today’s four-part lesson: Call Center 101 – The Golden Rules of SLAs. As the official written handshake shared by a vendor and a buyer, it is a tangible commitment that ensures specific services will be delivered.

Contact Center 67

Contact Center Customer Satisfaction Finance Start-ups 67

Zendesk

OCTOBER 11, 2022

To learn more about Conversational CRM and how Zendesk provides everything you need to get started, download our free whitepaper below. Conversational CRM is what makes that possible in the digital age. The post The age of Conversational CRM is here appeared first on Zendesk.

CRM 98

CRM AI Customer Relationship Sales 98

DMG Consulting

OCTOBER 26, 2017

IT Managers’ Guide to Cloud-Based Contact Center Infrastructure. 10/23/2017. By Donna Fluss. Introduction. If a company has required IT resources to support their on-premise contact center solution, they will need similar assistance with a cloud-based solution.

Contact Center 48

Contact Center Technology Technology 48

TeamSupport

NOVEMBER 11, 2020

This concept, as detailed in the new whitepaper by ServiceXRG, illustrates how well-defined service programs and effective adoption of your product can be the keys to maximizing recurring revenue performance. For more, download the complete ServiceXRG whitepaper.

Engineering 98

Engineering Education Sales Technology 98

Fonolo

SEPTEMBER 7, 2017

In a recent whitepaper we highlight some notable statistics around the importance of Customer Satisfaction (CSat), Customer Effort Scores (CES), and Net Promoter Score (NPS). Download the whitepaper to read more. Whitepaper: The Contact Center Playbook for Improving Customer Satisfaction.

Customer Satisfaction 111

Customer Satisfaction Net Promoter Score Contact Center NPS 111

Fonolo

DECEMBER 8, 2023

Stay ahead of all the trends that matter by downloading our free 2024 Trends whitepaper today. We expect 2024 to be a fascinating year in CX and customer service in the contact center space. The post Contact Center Trends 2024: Our Predictions first appeared on Fonolo.

Contact Center 81

Contact Center Artificial Intelligence Sports AI 81

TeamSupport

SEPTEMBER 14, 2020

In Part 1 of this blog series, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes—based on the whitepaper co-produced by ServiceXRG and TeamSupport. Now in Part 2, we’ll talk about the evolving role of B2B customer support.

B2B 81

B2B Customer Retention Customer Relationship Sales 81

TeamSupport

SEPTEMBER 16, 2020

In Part 1 and Part 2 of this blog series based on the whitepaper co-produced by ServiceXRG and TeamSupport, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes, and about the evolving role of B2B customer support.

B2B 89

B2B Customer Retention Technology Technology 89

Callminer

MARCH 30, 2020

For more information on transitioning from centralized contact centers to a work-from-home workforce, download our whitepaper, Contact Center Practices and Guidelines for Managing Through COVID-19. Interaction analytics make it possible to highlight complications in both written and oral communication as they arise.

Contact Center 207

Contact Center Customer Relationship Management CRM Customer Relationship 207

Fonolo

APRIL 17, 2018

Call Center Metrics: 4 Pitfalls You Need to Avoid [Whitepaper]. Whitepaper] Call Center Metrics: 4 Pitfalls You Need to Avoid. our free whitepaper to learn the common mistakes made when measuring or interpreting these popular metrics. Why 80/20 is Probably the Wrong Service Level for Your Call Center.

Contact Center 106

Contact Center Net Promoter Score Customer Satisfaction Technology 106

TeamSupport

NOVEMBER 10, 2020

That’s how the new whitepaper by ServiceXRG introduces the concept of how well-defined service programs and effective adoption of your product can be the keys to maximizing recurring revenue performance. For more, download the complete whitepaper. “Customers buy products to enable and streamline their business operations.

B2B 59

B2B Sales Education Business Operations 59

Zendesk

MARCH 22, 2023

While 76 percent of SMB leaders believe that providing excellent customer service during an economic downturn becomes even more important, only 18 percent of those leaders believe their organizations’ CX offering is much better than that of their core competitors, according to the 2023 Zendesk Customer Experience Trends Report.

CX 52

CX Artificial Intelligence Engineering AI 52

Fonolo

AUGUST 2, 2018

For more information on CSat, check out this whitepaper. Whitepaper: The Contact Center Playbook for Improving CSat. Figure out the answers to these questions and you’ll have your best foot forward. It’s an effective playbook that contact centers can follow to improve customer satisfaction.

Customer Satisfaction 121

Customer Satisfaction Contact Center Customer Loyalty NPS 121

TeamSupport

SEPTEMBER 8, 2020

In this blog series, based on the whitepaper co-produced by ServiceXRG and TeamSupport, we explore how to position the investment in Support as a strategic value aligned to current business practices and target outcomes. Download the complete researched-based whitepaper, The Strategic Role of Business-to-Business Customer Support.

B2B 64

B2B Customer Expectations Customer Satisfaction Customer Relationship 64

CX Journey

JUNE 10, 2019

And feel free to share this whitepaper with anyone you believe will benefit. The insights in this whitepaper come from 70 seasoned, global speakers who shared their feedback with me in April/May 2019 by answering the following questions: For how long have you been a speaker? ( 50% of respondents have been speaking for 10 years or more.

Start-ups 57

Start-ups Customer Experience 57

Uniphore

JANUARY 21, 2022

Download the Whitepaper. By augmenting staff capabilities with artificial intelligence and automation, providers can strike the perfect balance between human attention and machine efficiency, while creating a more personalized, satisfying and confidence-inspiring experience for patients and members overall.

Compliance 147

Compliance Healthcare AI Artificial Intelligence 147

Kerry Bodine

NOVEMBER 29, 2017

Prospects could see an ad, then read one of our whitepapers, then come to our website, and then attend a think tank—or learn about us in any other number of ways. If it’s more common for them to read a whitepaper and then attend a webinar, map the touchpoints in that order.

Touchpoint 90

Touchpoint Start-ups Sales Customer Journey Map 90

Callminer

FEBRUARY 12, 2020

For additional information on improving your agents’ experiences with your organization and reducing agent attrition across the board, take a look at our whitepaper on the subject. How do you handle training in your business?

Construction 182

Construction Customer Service Contact Center 182

Fonolo

AUGUST 24, 2017

In our most recent whitepaper, we provide a playbook for contact centers to use as a guide to improving customer satisfaction. Whitepaper: The Contact Center Playbook for Improving Customer Satisfaction. Here, we’re going to discuss 6 secrets your call center can adopt to ensure high caller satisfaction.

Contact Center 98

Contact Center Customer Satisfaction Customer Expectations NPS 98

CSAT.AI

JUNE 14, 2022

whitepaper). These are some basic QA metrics and terms for contact centers. For more on QA Metrics check out these articles: Goals: Save Money in Contact Centers. NPS, CES, and CSAT: What is your go to metric? How KPIs Help Call Centers Win in the Business Game. 5 Reasons Surveys Suck and New Empathetic Ways to Improve CSAT and NPS.

Net Promoter Score 84

Net Promoter Score NPS Contact Center Social Media 84

CX Journey

MAY 9, 2018

Well, I wrote a whitepaper for Quadient recently to more deeply explore this conundrum. I'd be honored if you would download the whitepaper , read it, and give me your thoughts. Here's my bottom line on this dilemma: Both acquisition and retention will always be important.

Customer Acquisition 60

Customer Acquisition Sales Customer Retention Customer Loyalty 60

Fonolo

AUGUST 1, 2017

Fonolo’s latest whitepaper, The Contact Center Playbook for Improving Customer Satisfaction tackles the issue of measuring customer satisfaction more accurately by using targeted metrics such as Net Promoter Score and Customer Effort Score. Whitepaper: The Contact Center Playbook for Improving Customer Satisfaction. Plus So Much More!

Net Promoter Score 59

Net Promoter Score Contact Center NPS Customer Satisfaction 59

TeamSupport

FEBRUARY 1, 2019

Don’t track metrics just because a colleague or whitepaper says so. Click here to download our whitepaper to understand the importance of effective customer support reporting! For example, if your company works in a fast-paced environment with a high volume of inquiries, ticket resolution time may be an important metric to focus on.

Technology 63

Technology Technology 63

SugarCRM

JANUARY 4, 2022

Content to consider including: Newsletters, free educational webinars and thought leadership pieces that establish you as a trusted advisor (eBooks, whitepapers, third party articles, etc.). Share thought leadership materials that will prove you as a trusted advisor (eBooks, whitepapers, third-party articles). No Response, Remarket).

Education 44

Education CRM Start-ups Sales 44

Fonolo

SEPTEMBER 19, 2017

To that end, we’re always on the look-out for new industry research, studies, surveys and whitepapers. Our favorite chart: Whitepaper: The Contact Center Playbook for Improving Customer Satisfaction. One of our goals with the Fonolo blog is to help you stay current on the many aspects of the fast-moving contact center industry.

Social Media 89

Social Media Contact Center B2C Customer Satisfaction 89