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customer voice

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Published By: BillingPlatform     Published Date: Jul 30, 2019
In order to give their commercial customers the best prices and most flexible purchasing options possible, Floor & Decor offers lines of credit through their preferred credit provider, CIT. To fully leverage and scale this partnership, Floor & Decor needed a way to quickly check credit availability in their retail stores on demand. It also needed to generate invoices to send to their commercial customers while providing assignment notices to CIT.
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BillingPlatform
Published By: Rackspace - Google Cloud     Published Date: Jul 26, 2019
As the first managed services partner for Google Cloud Platform, Rackspace can help you accelerate innovation and cost savings within your retail organisation. With over 2.5 million hours of experience managing over 8000+ ecommerce websites, let us look after the intensive day-to-day operations of the cloud, so that you can focus on achieving your core business objectives. This paper explores: • Customer Voices: a look at three customers experiences working and thriving with GCP cloud • Shopping trends and forecasts for 2019 • What’s on offer with Rackspace and our Fanatical Experience™
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Rackspace - Google Cloud
Published By: Marketo     Published Date: Sep 03, 2019
Your website is the hub of interaction between your company and your customers, and in an increasingly competitive digital landscape, today's buyers aren't simply looking for a one-size-fits-all customer experience. Web personalization empowers you to provide more relevant experiences to online visitors and speak to them with personalized messages at scale. It enables you to communicate across all marketing channels with a consistent voice and user experience that builds trust, engagement, revenue, and loyalty. In this ebook, discover how to: Integrate web personalization into your marketing strategy Incorporate cross-channel marketing in your web personalization strategy Create content to maximize the impact of personalization Leverage AI and machine learning to provide personalized web content Measure impact and success Choose the right web personalization tool for you Build a website that accelerates engagement, conversion, and retention by downloading the Introductory Guide to
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Marketo
Published By: Esker     Published Date: Jun 14, 2019
Customer and supplier portals are one of the many fruits borne from the age of digital transformation. However, the level of accommodations that portals provide to customers and suppliers has spawned a whole new set of challenges that didn’t exist less than a decade ago. Chief among these is something referred to as “portal fatigue.” Many AR departments and CSR teams are painfully familiar with the term, as it’s often their job to either retrieve orders from a customer portal or submit invoices directly into customers’ AP systems. On paper, these tasks don’t seem all that odious. But when you consider the amounts of different portals being used, and the fact that not every user is trained on each portal, it’s easy to see why portal fatigue is a very real and concerning problem for today’s businesses.
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Esker
Published By: Cisco EMEA     Published Date: May 15, 2018
Your employees, customers, and partners need the ability to connect and collaborate, at any time, from any location—across time zones or simply across the conference table. And those workplaces are expanding faster than ever, powered by mobile and cloud usage that makes virtual meetings essential. With scalable and secure voice, video, and content sharing, real-time collaboration can happen anywhere. Staying connected can lead to improved productivity and faster decision-making, as well as better customer service. But only if the technology offers a seamless experience and is intuitive enough to drive user adoption. While the need for better meetings is universal, not all conferencing tools are the same. Choosing the wrong tool could actually decrease productivity by wasting valuable meeting time troubleshooting the technology, or by providing a negative experience that will deter users from embracing it. This is especially true in situations where poor meeting quality could impact
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Cisco EMEA
Published By: Cisco     Published Date: Feb 12, 2016
Video collaboration opens up opportunities for greater interaction and innovation, regardless of industry. Everyone benefits. For example, in healthcare, video is dramatically changing the way institutions interact with customers and professionals. In recent years, a number of hospitals across the United States have been subscribing to video and voice call centers that enable them to share language interpretation services, psychiatric care services and other developing capabilities. In the process, video collaboration is affecting business outcomes, changing business processes and helping healthcare facilities achieve scale, cost and efficiency not seen before.
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industry innovation, business practices, best practices, video collaboration
    
Cisco
Published By: Dialpad     Published Date: Apr 19, 2016
Today, everything about the way we work has changed. Your employees, customers, and extended ecosystem have greater expectations than ever before, and the voice and unified communication solution you select is one of the most important decisions you can make toward a collaborative, connected, and productive workforce. This list gives you some of the most important questions to include in an RFP this year, as well as key insights about how these will play out for your business.
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communication, reporting, network management, business intelligence, business management, best practices, productivity
    
Dialpad
Published By: Genesys     Published Date: Nov 15, 2017
Choosing the right technology to design and orchestrate customer engagement across all digital channels and voice is key to delivering on customer expectations for effortless omnichannel experiences.
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customer experience, customer engagement, omnihannel, customer experience platform, customer journey
    
Genesys
Published By: Pega     Published Date: May 25, 2016
IT leaders working on customer service projects must display an incredible amount of diligence. An organization’s CRM system has become its lifeline to customers, but as customer needs evolve so has the requirements of CRM. According to Gartner, today’s CRM solution must include a laundry list of capabilities outside its traditional core functionality including: native mobile support of the vendor's customer service and support business applications; real-time analytics; industry-specific functionality and workflow; context mining of voice and text; scalable cloud-based systems; social media engagement; suggested next agent action; multimodal capabilities, such as chat within mobile self-service; and even co-browsing. Gartner surveyed the CRM field and evaluated each vendor including Pegasystems. Download this Gartner Magic Quadrant analysis and gain a better understanding each vendors’ CRM Customer Engagement Center solutions.
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best practices, customer support, business intelligence, business optimization, customer engaement
    
Pega
Published By: DocuSign UK     Published Date: Nov 06, 2018
"Mobile. It’s where things are going in life and in business. Your coworkers and customers are 2-5 times more likely to access information on their phone than their PC.* This ebook explores the mobile trends that are transforming how business gets done. Plus, it offers real-world examples of how companies like yours are using the new accessibility to their advantage. Get those forms and approvals on those phones and tablets! Imagine NDAs, invoices, project proposals, purchase orders, time sheets, RFPs, permissions, reviews, signoffs – you know, those tiresome paper pushing processes – all accessible, transferable, reviewable, approvable, and actionable via any digital device."
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DocuSign UK
Published By: Dell EMC     Published Date: Feb 14, 2019
Artificial intelligence (AI) is a transformative technology that will change the way organizations interact and will add intelligence to many products and services through new insights currently hidden in vast pools of data. In 2017 alone, venture capitalists invested more than $11.7 billion in the top 100 Artificial Intelligence startups, according to CB Insights1, and the breadth of Artificial Intelligence applications continues to grow. While human-like intelligence will remain the stuff of novels and movies for the near future, most organizations can and should explore practical Artificial Intelligence projects. This technology has the potential to: • Improve productivity of internal applications • Increase revenue through enhanced customer interacton and improved customer acquisiiton • Reduce costs by optimizing operations • Enhance products and services with "smart" functionality such as vision and voice interaction and control This paper provided by Dell and Intel® gives executi
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Dell EMC
Published By: Zendesk     Published Date: Jan 03, 2019
To successfully meet customer demands for more immediate, personalized attention, companies are leveraging new technologies that go beyond traditional voice and email. By implementing such channels as live chat, social media, mobile apps, SMS/text messages, self-help solutions, and more, companies can now be ready wherever and however the customer wants. The following report, sponsored by Zendesk, is based on an online survey of 1,044 U.S. consumers who have received online or phone customer service. The research goal was to better understand present customer expectations and to quantify the impact of customer service on business results. Questions were asked about past experiences with customer service, as well as preferences and opinions. Certain questions were repeated from a similar 2013 survey to enable trend analysis.
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Zendesk
Published By: Oracle Commerce Cloud     Published Date: Sep 06, 2017
"Ecommerce industry leaders reveal how to provide a superior shopping experience, win over customers, and maximize ROI. Digital commerce is getting harder. As the pace of change grows faster, the divide between commerce leaders and the competition grows wider. Staying ahead requires resources like The Executive's Handbook to Modern Digital Commerce that contains expertise from the industry's top players You will: - Unleash digital commerce innovation - Learn trends in mobile and consumer shopping - See what's possible with modern digital commerce technology - Hear from top industry voices about what’s next in commerce "
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Oracle Commerce Cloud
Published By: RCN Business     Published Date: Nov 11, 2014
In a changing business climate, you're only productive as the technology that supports you. In fact, having the right services can mean the difference between one more happy sale or one less customer. Don’t settle for "one less" - get the right solution for your business with RCN Business Services. RCN Business Services offers a full suite of communications products and services to businesses of all sizes, including Internet, voice, video and network solutions. We are a facilities-based provider that offers extensive fiber density with redundancy and superior performance. Spanning over 6,000 miles, the advanced fiber-rich network is completely diverse from other communications providers, enabling businesses to experience exceptional customer service, quicker installation and issue resolution. RCN Business operates on three fundamental tenets: Partnership, Choice and Technology. These fundamental tenets guide how RCN Business approaches the sales process, addresses its customers, and supports its products and services. Partnership: The process starts with a dedicated RCN Business account representative actively listening and learning the needs, goals and challenges of a business. The trained and experienced RCN Business staff then delivers a customized solution. Choice: RCN Business understands that one size does not fit all. The goal is to create a reliable, customized technology solution that contributes to a business’s success and growth. Technology: Technology and customer support are critical to any business. With RCN Business owning and having full control of its network, businesses get local U.S. based operations, faster response times and a continuous monitoring for superior uptime.
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lan, voip, business communication, wan, pbx
    
RCN Business
Published By: Genesys     Published Date: Oct 16, 2013
The existing upgrade paths from legacy PBX and ACD suppliers make it difficult for contact center executives to contemplate the future of customer service on their own terms. If your ACD-based contact center has become a road block for adding capacity or adding channels such as social media and mobile, you might want to think about making the switch to a SIP-based contact center solution. SIP delivers two important advantages over legacy switching: 1. SIP is based on open standards, so you can choose hardware and software that is best suited for your environment. 2. SIP’s capability extends beyond voice to new media types such as mobile, social media and video. SIP-based contact centers provide a roadmap to sophisticated features without the complexity and expense of traditional proprietary ACDs. Learn more about how to build the next-generation customer service platform.
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contact center, customer service, social media, mobile, sip, technology solution, technology
    
Genesys
Published By: Genesys     Published Date: Jul 27, 2016
Your Guide to Delivering Seamless, Personalized Customer Experiences across Digital and Voice Channels
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genesys, omnichannel, contact center, customer experience, metrics, enterprise applications
    
Genesys
Published By: Sprinklr     Published Date: Nov 22, 2016
CXM is the process of providing unforgettable experiences to your customers at every touchpoint – online, on the phone, on social, and in person. It’s the future of every business operating in a networked world. So where do you begin?
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customer service, customer experience, customer retention, voice of the customer, social customer service, social customer care, customer care
    
Sprinklr
Published By: Sprinklr     Published Date: Nov 29, 2016
A whitepaper that discusses the impact of social media on customer service models, and how companies need to shift their strategy to effectively manage customer experience.
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customer service, customer experience, customer retention, voice of the customer, social customer service, social customer care, customer care
    
Sprinklr
Published By: Interactions     Published Date: Feb 27, 2019
As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Many reports say that millennials prefer digital channels—like web chat or texting—while older generations still prefer voice channels. Previous Interactions research has shown that this isn’t necessarily the case, and that the issue of channel choice is often far more complex—depending on factors such as the company consumers are trying to contact, and the complexity of the issue the consumer is trying to resolve.
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Interactions
Published By: Dun & Bradstreet     Published Date: Oct 21, 2016
The lifeblood of discrete organizational inputs—customer phone numbers, invoices, marketing prospect lists, inventory calculations, employee job descriptions—once existed in disconnected silos, typically transcribed on carefully guarded pieces of paper, limited in lifespan and scope to the department or person carefully guarding it. Now, the modern organization both enjoys, and drowns in, a proliferation of business data both ripe for strategic possibilities and staggering in complexity. Few are the companies who feel they’ve totally tapped into its power to supercharge their growth efforts. Download this white paper to find out how your company can cultivate key relationships.
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Dun & Bradstreet
Published By: Polycom     Published Date: Oct 17, 2016
When migrating to Office 365 cloud voice, customers should evaluate whether their existing audio devices are compatible or whether new technology will be needed. If you’re thinking about making the switch to cloud voice, make sure to download this white paper.
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Polycom
Published By: Genesys     Published Date: May 10, 2016
Most companies today can support multi-channel customer interactions such as voice, email and chat, but typically cannot share context across all channels.
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genesys, contact center, customer experience, omnichannel, desktop
    
Genesys
Published By: Genesys     Published Date: May 10, 2016
Most contact centers now allow customers to interact through non-voice, digital channels, but still monitor performance only in voice.
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genesys, nemertes, omnichannel, contact center, metrics, customer experience
    
Genesys
Published By: Genesys     Published Date: May 14, 2013
Today, the gap between a customer’s expecta-tions and the service they receive is huge. Customers are increasingly knowledgeable about the products they use, and demand value-added, personalized customer service in real-time, using voice, text-based media types like email and chat, and social media.
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genesys, customer service, social media, personalized customer service, text-based media, people management
    
Genesys
Published By: Genesys     Published Date: Jun 11, 2013
Delivering exceptional multichannel customer service takes a coordinated effort across four dimensions — strategy, process, technology and people management.
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value-added, customer service, media, voice, strategy, multichannel, people management, process
    
Genesys
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