Published By: VeriShip
Published Date: Jul 26, 2019
You may believe your shipping operation is a well-oiled machine; you pay your invoices on time, your costs seem to be under control and, as
far as you know, your customers are satisfied with your service… But with shipping, there’s more than what meets the eye.
Here are five common mistakes shippers make
HfS published the Top 10 Cognitive Assistant Service Provider report that explores the emerging conversational service provider ecosystem across key areas including execution ability, innovation capability, and the voice of the customer. The conversational services called as Cognitive Assistants, go beyond the traditional chatbots and augment human-customer interaction across both front- and back-office business operations. IBM was recognized for its market leadership in Cognitive Assistant that harness the power of IBM Watson capabilities – including NLP, conversation and analytics. HfS also merits IBM for demonstrating the greatest volume and depth of cognitive assistant use cases across industry verticals and enterprise processes.
Of course you want to ensure your customers have a good experience, that
you’re creating brand loyalists and building a positive reputation along the
way, but most importantly, you want to impact your bottom line.
That’s where advocacy marketing comes in. Advocacy marketing is
harnessing the voices of your brand’s fans and leveraging them to increase
sales. Also known as word-of-mouth marketing, advocacy marketing is
using happy customers to promote your business — and sell more
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.
Today, ERP is a cornerstone of many organisations’ tech infrastructure. Yet many of the solutions in play are legacy products, decades old and designed for an entirely different business landscape.
With industry leaders expressing concern that out-of-date ERP solutions have now become an impediment to competitive business, IDC set out to uncover what exactly modern companies need from their ERP systems, and why SAP S/4Hana seems so well placed to deliver.
Who among us has not recoiled before the horror of a terrible
Interactive Voice Response (IVR) experience? IVR technology was
created to save businesses money, but it has mutated into a timesucking,
customer experience-crushing monster!
If connecting with a customer in this day of customer experience is
the goal, there’s a better way! Contain the IVR before it kills another
customer relationship. Can we bring the technology to heel and
bend it to our will? And can we stop its rampage before artificial
intelligence makes it too powerful to be stopped?
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
Published By: DocuSign
Published Date: Mar 23, 2016
Doing more with less is the name of the game for SMBs. Learn about DocuSign’s suite of solutions for small business that let you deliver contracts, get approvals, sign invoices— all without an IT department. DocuSign seamlessly integrates with Salesforce and is easy to use for you and your team. Speed up sales, hire employees faster, and give your customers another reason to rave.
Come hear directly from DocuSign product leads and customers about how you can make DocuSign for Salesforce go to work for you.
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.
The digital service revolution is well underway. For communications service providers (CSPs), it means going beyond traditional voice and data and upgrading their entire digital communications infrastructure. Research shows enterprise-class organizations are allocating heavy dollars towards communications solutions and prefer a single provider for digital services. This is a massive opportunity for CSPs to expand their services, generate more revenue, grow profit and increase market share. However, the majority of enterprises reported not receiving a consistently excellent experience with their most recent service contract. As a result, many switch to new providers. CSPs are losing credibility and the loyalty of their customers because of legacy and traditional systems that constrain their ability to act quickly. Enterprises are looking for CSPs who understand their complex business and can offer a full portfolio of digital services with quality and creativity to meet their needs.
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.
Founded in 1992 as a provider of integrated network, voice and data centre solutions, Colt’s business today has grown to encompass a wide range of IT services, spanning enterprise application hosting, business critical cloud and end-user computing solutions. Colt has 29 data centre locations supporting thousands of customers across 28 countries in Europe and Asia, including Swiss International Airlines, Shurgard, Berenberg, and Jaguar Land Rover. Colt’s award-winning solution portfolio is based on end-to-end data centre, network and IT services capabilities; its aim is to help its customers compete and win in their markets without being held back by hardware, licensing and resource limitations.
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.
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.
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?
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.
Consumers expect a seamless, high-quality experience in today’s mature app economy. They want brands to keep up with new technologies like geo-fencing and personalization, as well as the latest ecosystems like voice assistants and connected cars.
With this high bar for quality, QA organizations often struggle to keep up with:
1. Rapid Release Schedules
3. New Technologies (Voice, AI)
4. Geo-Awareness and Localization 5. Device Fragmentation
6. Unexpected Customer Use Cases
The cost of failure is high in QA. Time, money, and customer loyalty are all at risk when digital experiences don’t meet users’ high expectations.
"Cisco has been named in the first ever Gartner ‘Voice of the Customer’ report for the Secure Web Gateways (SWG) market for Cisco Umbrella.
Gartner Peer Insights is a peer review and ratings platform designed for enterprise software and services decision makers. This document synthesizes Gartner Peer Insights’ content in the SWG market for 2018.
Gartner states that ""this peer perspective along with the individual detailed reviews, is complementary to expert research and should play a key role in the customer buying process.""
This report includes:
- SWG Peer Reviews and Ratings
- Vendor comparisons
- Reviewer demographic"
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.
Published By: Genesys
Published Date: Feb 27, 2018
With all the options in the rapidly changing marketplace for cloud-based contact centers, it’s a challenge to find the right solution for your business.
Easily compare the leading contact center solution vendors in the Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution, 2017-18, based on their ability to offer full voice call routing and multichannel customer service in the cloud.
Learn why Genesys has been positioned as a leader who has solutions for businesses of all sizes and in all industries around the world.
Read the Ovum Decision Matrix to:
• Compare cloud contact center solutions based on the strength of their technology platforms
• Contrast vendors on their ability to handle multichannel customer interactions and connect with customer and company data through analytics
• Understand each vendor’s market impact and why Genesys was chosen as a leader
By investing in Salesforce you demonstrate a clear interest in your customers and their success. NewVoiceMedia will take that investment to the next level by integrating your communications platform with your customer and prospect data in Salesforce to provide a context rich, superior sales experience.
Credit Union Times is the nation's leading independent source for breaking news and analysis for credit union leaders. For more than 20 years, Credit Union Times has set the standard for editorial excellence and ethical, straight-forward reporting.