Purpose of this Survey: Indicators and scorecards are key tools used by customer contact managers to assess their performance. It validates productivity and quality of customer contacts. This survey will make customer care managers more aware of the value of KPIs at their disposal. The major challenge faced by managers is the overwhelming amount of indicators available. The key of success is to choose KPIs on which managers can take immediate action to optimize Customer Contact Center (CCCs) operations and customer experience.

Today's constantly changing marketplace requires organizations to have accurate assessments of their current state and solid plans for future success to continue to grow and prosper. A maturity model can help provide a snapshot of existing customer service operations and a roadmap for the future.

What are this year's emerging customer experience trends? Here are the 10 customer experience disrupters that we predict will be game changers in 2016.

In the world of customer service, seconds can mean the difference between a customer who’s going to leave and a customer who’s going to upgrade. Respond to their needs quickly and they’ll be happier, more likely to stay loyal and more likely to tell other people. Now you can improve your reactions. That’s to say, you can work fast, smarter and safer. And, as a result, your customers will react more favorably. Welcome to the real-time engagement center.

Virtual agents have evolved from simple, self-service chat-bots to today’s personalized, data-driven answer engines that deliver customer value in both sales and service engagements. eBusiness leaders who passed on these tools years ago are likely missing out on opportunities to win customers today. As consumer demand grows for consistent, easy-to-find solutions across channels and screens, a strong business case emerges for adding virtual agents to the customer’s journey. But questions still exist: Are today’s consumers more satisfied with virtual agents? Are solutions still costly and difficult to maintain? Can tools be measured in reduced costs and increased revenues? This report will answer these questions and identify reasons companies today should strategically utilize virtual agents to markedly improve the customer experience and drive positive results to the bottom line.

Creating a great customer experience while lowering overall support costs

Technology is often considered the hidden or sometimes overlooked value component to outsourcing. This white paper attempts to bring insight and clarity to the technology aspect of the Contact Center Outsourcing business. It further explores the state of the industry today, and provides a baseline perspective of how outsourcers compare to in-house contact centers, relative to their technology profile.

Your guide to engaging as a person not a logo.

It’s a given that customer service is currently experiencing a renaissance in many regards—ground-breaking companies are starting to realize that the CSR’s role has become far more than simple issue resolution. They are now recognized as a direct face of the company—critical brand ambassadors, vital to customer experience.

Your guide to creating a process that supports your customer journey.

Unified communication (UC) offer today’s global enterprises an unprecedented way to unite globally dispersed workers and increase productivity, all the while reducing infrastructure costs and earning a rapid return on investment. Yet despite the promise UC offers, employee adoption of UC technologies remains low. Many workers remain resistant to giving up established tools and ways of working.

As businesses constantly seek to do more with less, the contact center, if properly optimized, is firmly positioned to exceed performance expectations while delivering a superior customer experience. This white paper will bring insight into the opportunity for the contact center to deliver maximum sales return to the business.

In this paper, we explore the concept of managed engagement to build a stronger relationship with customers. Complete satisfaction during every contact is the driving force of the customer journey. Rather than viewing the customer experience process as a contact center transaction, we recommend treating it as a managed engagement.

A true understanding of the customer’s point of view is the key to a better conversation and a lasting connection.

Tips for greater engagement and higher rates of automation.

It’s less about putting together elaborate plans and more about implementing solutions across channels that get to the heart of the pain points

Culture plays a vital role in preserving the internal dynamic of a company and the customer experience your team delivers to customers. However, there’s often a confusion about what a company culture is actually comprised of. However great that ping pong table and unlimited snack access may be, company culture is about values and a commitment to upholding the values a company builds its reputation on. With reputation making up 25% of a brand’s market value1, culture impacts operations, customer retention, and revenue - three focuses far too important to leave to chance.

This paper will explore why the customer experience has become known as the “new marketing. It will also suggest strategies for transforming an organization into a customer‐centric business and establishing a foundation for long‐term, profitable growth.

Call Center Location & It's Impact on Customer Engagement

The Customer Experience world is filled with buzzwords and changing trends. As customers and technology evolve, so too must the strategies to provide effective CX. Journey mapping is just the latest buzzword sitting on the tongues of CX professionals everywhere. What once may have been considered a minor process has blossomed into the focus of many organizations looking to better understand their customers.