"“Exploring Business and IT Friction: Myths and Realities,” outlines key issues that cause friction between business users and IT, such as:
• Gaps in customer satisfaction and the perceived value of services
• Inadequate IT support, which decreases productivity and revenue
• Lack of communication and ownership in how business users and IT work together to identify service levels and technology needs
See what 900 business and IT professionals had to say and get recommendations for change.
The role of customer service is one that is valued and well understood by many organizations. However, making the leap from correlating customer service activities with overall performance results to investing in strategies that deliver top-notch results is increasingly becoming a key differentiator. Top performing businesses have long understood the financial ramifications of a satisfied and engaged customer and continue to act on developing a profitable model to engage, interact, and win with their key customers. This document will highlight the financial link between better customer service and increased company profitability. It will also highlight several best practices that help organizations convert their service businesses from a cost center into a profit center.
This paper conveys how the pressure to increase customer satisfaction metrics with less funding will increase as companies look for new ways to differentiate their services and reduce customer churn. To get ahead, customer support organizations must maintain a focus on using the right measures of success. They need to empower agents to support more customers better, providing them with multiple, integrated communications channels, and they need to be dedicated to delivering the best customer experience regardless of the support request.
For companies that sell products or services that require technical support, the support customers receive might be the only personal experience they can use to gauge their satisfaction with an organization. Since, for many of these organizations, customer satisfaction directly affects revenue, measuring customers’ satisfaction with the service experience and the services provided is extremely important as it enables these organizations to manage and improve the customer experience. This HDI Research Corner report reveals the findings from 264 support organizations that provide technical support for the services or products used by customers.
Published By: join.me
Published Date: Jan 29, 2014
This HDI Research Corner report reveals the findings from 264 support organizations that provide technical support for the services or products used by customers. The data was collected via an online survey from August to October 2012.
Published By: Teradata
Published Date: Mar 10, 2014
A look at the importance of customer data-who they are, what they do, what they're interested in, what motivates them-in creating a holistic customer view. This paper looks at how data-driven marketing creates more loyal and more satisfied customers.
Tired of dealing with ID10T errors? Wouldn't life be easier if you reduced the number of ID10T errors and focused more on the critical issues?
HP Service Anywhere seamlessly connects service quality, customer satisfaction and staff efficiency through its easy-to-use social collaborative capabilities. The only service desk with embedded Big Data technology, HP Service Anywhere delivers connected intelligence to IT and business users to support proactive problem solving and actionable analytics.
"ACG Michigan, a large auto insurance underwriter in the US state of Michigan, needed a user-friendly system that would enable its agents (internal and independent) to churn out precise and consistent policy quotes and underwriting decisions. They turned to FICO Blaze Advisor decision rules management system to create an enterprise decision management framework to execute decisions.
Learn more on how FICO Blaze Advisor helped ACG Michigan automate its underwriting
FICO (NYSE: FICO), formerly known as Fair Isaac, is a leading analytics software company, helping businesses in 90+ countries make better decisions that drive higher levels of growth, profitability and customer satisfaction. The company's groundbreaking use of Big Data and mathematical algorithms to predict consumer behavior has transformed entire industries. FICO provides analytics software and tools used across multiple industries to manage risk, fight fraud, build more profitable customer relationships, optimiz
The digital economy is upending all industries and processes, placing a premium on speed, customer satisfaction, personalized products, and collaboration. These dynamics require companies to adopt a digitized, extended supply chain model that can respond immediately to dynamic changes and satisfy increasingly demanding customers.
When augmenting the benefits package
for your organization, it’s natural to focus
on traditional perks that employees have come to
expect: PTO, health insurance, and maybe a tuition
assistance credit here or there. But if you’re looking
for creative and effective ways to stimulate
employee engagement while also driving business
results, you’ll want to consider the powerful impact
of offering language-learning opportunities.
Why language learning? It offers immediate and
long-term benefits to both employees and employers.
Research shows that organizations that offer access
to language learning see an increase in employee
engagement factors like loyalty, morale, and
productivity, which in turn boosts business performance
factors such as customer satisfaction
and internal communications.
Where’s the connection? And how can you reproduce
these benefits within your organization? This
playbook offers a deeper look at why language
learning has such a positive influence on employee
Published By: 8x8 Inc.
Published Date: Aug 15, 2017
This paper outlines the difficult challenges faced by all businesses in creating exceptional customer experiences. And discusses the value of a contact center that supports all channels, disaster recovery and data analytics. Contact Centers today must manage cultural change throughout the organization to truly meet customers’ expectations. Read on to learn best practices for taking the lead in creating customer journeys that engender loyalty, delivers satisfaction, and drives revenues.
In a rapidly advancing and changing market, retailers need to be prepared for the unexpected, from the impacts of new payment options, to the challenges of new entrants and innovations, increasingly complex global supply chains and digitally empowered customers looking to direct their own shopping experience.
While many retailers continue to keep in-store and on-line interactions separate, the leading retailers understand that all channels must be seamlessly integrated to help ensure success — including optimizing logistics for a smarter shopping experience, managing or sourcing on-line inventory to respond to consumer demand, striking the right balance between customer satisfaction and maximising return, and space optimization in the store itself.
In the age of evolving shopper expectations and technology advancements, the global retail industry is in the midst of a profound shift in retail operations. To gain a deeper understanding of retailers’ focus, concerns and investment plans, Zebra conducted a global research study across a wide spectrum of retail segments, including: specialty stores, department stores, apparel merchants, supermarkets, electronics, home improvement and drugstore chains. The results of this study are shared in this 2017 Retail Vision Study.
Founded in 1898, the department store chain The Bon-Ton Stores has a long history of innovation. One of the largest regional department store operators in the United States, the retailer is constantly implementing new strategies and technologies to improve customer service in all of its sales channels – beginning with enhancing the customer’s experience on the sales floor.
By 2022, only 12 percent of warehouse operations will use pen and paper, according to a recent Zebra study. Why are manual processes vanishing? Because automation and connectivity enable the modern warehouse to stay compliant, deliver on time and ensure more overall customer satisfaction, every single time. You can create a more efficient, compliant and profitable warehouse. Learn how with our free eBook, 6 Steps to Flawless Fulfillment. You’ll discover actionable strategies to:
Deploy industrial wireless solutions to optimize team productivity and workflow.
Improve staff communications and management to maximize on-the-job efficiency and effectiveness.
Streamline order picking processes to cut costs and save time.
Create advanced inventory and storage capabilities to improve efficiency and accuracy.
Upgrade inbound handling operations to process more shipments, more accurately.
Turnaround outbound performance to deliver the ‘last mile’ in flawless fulfillment.
Quality is a top priority for any organization, whether it’s defined by reliability and customer satisfaction or conformance with manufacturability specifications. Manufacturers are continually challenged to maintain quality while optimizing the bottom line. Inspection, testing and documentation are critical to this process; however, manual translations are riddled with error, inconsistencies and lost productivity. This article reveals how SOLIDWORKS Inspection software optimizes the inspection process, reduces costs and helps create higher quality products faster than ever.
Published By: Genesys
Published Date: Jun 19, 2019
Today’s customers want fast, hassle-free, personalized interactions across channels. Global brands like PayPal, Heineken and Vodafone have embraced technology to deliver truly connected, omnichannel customer experiences. By migrating to a best-in-class customer experience platform, they’ve been able to:
Meet critical business timelines with a cloud-based transition
Address industry-specific regulatory requirements
Reduce maintenance and operational costs
Accelerate time-to-value and ROI
Improve Net Promoter Score, customer satisfaction, call resolution
Learn the four steps to plan and execute a successful, seamless migration and customer experience transformation.
A true 360 degree view of the customer is a win-win situation for all parties involved: buyers benefit from better service and efficiency, and sellers derive improved loyalty and, inevitably, more repeat business from established customers. This report will explore how Best-in-Class companies take a holistic approach to providing a complete, accurate and integrated view of customers to improve satisfaction and retention without losing sight of customer profitability. As a result of these strategies, companies with more accurate and timely information about their prospect or customer can more efficiently respond to communications, ensure customer satisfaction with better service, and drive toward a larger lifetime value of each account, customer or client.
IoT impacts every business. Mobile and the Internet of Things will change the types of devices that connect into a company’s systems. These newly connected devices will produce new types of data. The Internet of Things will help a business gain efficiencies, harness intelligence from a wide range of equipment, improve operations and increase customer satisfaction. IoT will also have a profound impact on people’s lives. It will improve public safety, transportation and healthcare with better information and faster communications of this information. While there are many ways that the Internet of Things could impact society and business, there are at least three major benefits of IOT that will impact every business, which include: communication, control and cost savings.
Read to learn more!
Published By: MuleSoft
Published Date: Sep 09, 2019
Well-designed APIs, created along with a holistic integration strategy with Anypoint Platform, create a seamless omnichannel experience that customers want and businesses need. To deliver a reliable and unified experience more quickly, companies must adopt a new approach that involves an omnichannel architecture.
Across industries from healthcare to banking to retail, MuleSoft is powering omnichannel strategies that result in faster time to market, improved customer satisfaction, and increased revenue.
Watch this webinar, including a demo, to learn how to:
Take an API-led approach to omnichannel that enables companies to deliver a unified experience 5x faster
Leverage Anypoint Exchange to enable consistency by design through the reuse of integration assets across channels, translating to a consistent experience for your customers
Prepare for the future (and future channels) with support for different deployment models with a single, unified platform
John Withers, Produ
A help desk is a very helpful customer service tool for businesses operating a website online. Doing business online creates a distance between the business and the customer. Customers are not dealing with a person face-to-face anymore. This makes being quick to respond to customer issues very important and that is where a help desk comes in.
Published By: SafeNet
Published Date: Jul 20, 2010
In this business environment, strong authentication-using multiple factors to ensure users are indeed who they claim to be-is vital. As they evaluate the alternatives, many organizations are opting to use SMS authentication, which offers a mix of convenience and security that make it ideally suited to many usage scenarios. Read this white paper to find out more!
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