Want to rein in support costs without sacrificing service quality and customer satisfaction? You can. New social business solutions eliminate the traditional service trade-offs, providing an optimal combination of assisted peer-to-peer support communities, call deflection, selective escalation and productivity-enhancing collaboration. The result? Reduced call volume and faster resolution times, happier customers and lower costs.
“The network is your business” has been a mantra for many years indicating how businesses rely more heavily on being networked between their facilities, data centers, suppliers, business partners and customers.
Your network enables your business to:
• Improve productivity
• Provide business continuity
• Increase customer satisfaction
• Reduce costs
This paper provides an overview of the different types of Ethernet services, the service components that differentiate them, their business and technical benefits, and important things to consider when selecting an Ethernet service.
Prior to using PayScale, each customer set compensation ranges through a mix of gut feel and resource-heavy compensation data management. Resource constraints lengthened compensation review cycles that resulted in either abbreviated cycles or multiyear review gaps. Incomplete compensation reviews and poor data quality led to more compensationrelated issues with current employees and prospective recruits: longer recruitment cycle times, higher recruiting costs, reduced employee satisfaction, and increased turnover.
“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.
Published By: Symantec
Published Date: Feb 04, 2015
Seventy percent of Americans are seriously concerned about identity theft. More than two
thirds of online shoppers don’t complete their purchase because of price. In the world of
e-commerce, you need a targeted marketing strategy to ensure you’re offering customers the
reassurance and guarantees they need to browse and buy confidently. Symantec’s Norton
Shopping Guarantee gives you just that. Online stores are seeing a dramatic return on
investment when they use it. For merchants and customers alike, it’s satisfaction guaranteed.
This paper explores the impact of social media on the marketplace and customer behaviors, and provides a six-step “road map” that guides organizations through the process of implementing a social media program.
The purpose of this white paper is to provide organizations with a four step roadmap that details how organizations can use VoC to make Product Management more customer-centric and significantly increase the odds of consistently delivering products that are successful in the marketplace.
This whitepaper presents new study findings on current consumer hot buttons, identifies what’s still broken when it comes to customer service, and highlights the industries and businesses that know how to get it right.
Service virtualization enables development and test teams to simulate and model the dependencies of unavailable or limited services and data.
Voke conducted a survey of 505 participants from technology and non-technology companies to explore their use of service virtualization and its results. Organizations using service virtualization experienced fewer defects, reduced software cycles, and increased customer satisfaction.
The 2015 Service Virtualization Market Snapshot™ REPORT by Voke Research provides real-world data to help you justify the investment in service virtualization.
The Internet of Things (IoT) is connecting our world in ways that were unimaginable 10 years ago—collecting data on everything we do and using it to streamline our daily activities. In doing so, IoT is changing the way that consumers think about service. Service organizations must be prepared to support these new customer expectations to ensure continued satisfaction to strengthen and foster loyalty.
Additionally, IoT is making its way into the enterprise, especially among organizations in industries like utilities, oil and gas, medical devices, manufacturing and telecommunications. Connected devices enable more efficient processes for maintenance and repair by constantly providing information on machines’ performance, environmental conditions, and possible failures. For example, a connected washing machine in a customer’s home could automatically send out an error report to the manufacturer when it experiences a failure. This is where field service management comes in.
Consumer preference for customer service channels is changing across all ages and demographics. Adoption of digital customer service channels, with an emphasis on self-service channels such as web and mobile, is exploding as consumers expect relevant and seamless omnichannel customer service. However, firms’ technology and staffing plans are not keeping up with consumer demand for digital customer service. This report outlines communication channel customer use and major gaps in contact center technology and operations. It also provides data that will help application development and delivery (AD&D) pros align operations with customer expectations to garner their satisfaction and long-term loyalty.
Published By: 8x8 Inc.
Published Date: Feb 13, 2017
The right contact center solution should integrate tightly with your CRM solution and add value to it. Your contact center software should be able to capture all email, chat and standard telephone interactions and link them to the customer records database. Not only does this ensure continuity in all your customer communications, it gives the CRM database more information to use in constructing a better picture of your customers’ behavior.
So how do you choose the right contact center for your organization? Following are three examples of forward-thinking businesses that found the right answer with cloud communication technology.
Published By: 8x8 Inc.
Published Date: Feb 17, 2017
This Frost & Sullivan paper will outline the difficult challenges faced by all businesses—in a variety of industries and sizes—in creating an exceptional customer experience; discuss the value of a contact center that also supports all channels of choice, disaster recovery, data analytics, and leveraging back-office workers; stress the need for cultural change throughout the organization to truly meet today’s customers’ expectations; and offer best practices recommendations for taking the lead in creating a customer journey that engenders loyalty, delivers total satisfaction, and drives revenues.
Published By: Iterable
Published Date: Nov 28, 2018
With the rise of consumer demands for highly personalized products and services comes the necessity of creating a unified brand experience. Research shows that a cross-channel marketing strategy delivers 3X more effective campaigns and 23X higher rates of customer satisfaction.
In Iterable’s Cross-Channel Engagement Benchmark Report, we demonstrate that brands continue to prioritize email above mobile, web and direct mail messaging. We surveyed 200+ Iterable customers (49% Enterprise & 51% Mid-Market) to learn which channels and campaigns had the most success in 2018. To find out the results, download a copy of our hot-off-the-press — 2018 Cross-Channel Engagement Benchmark Report.
The Top Takeaways:
• The status quo when it comes to B2C marketing outreach
• How marketers are engaging customers throughout the lifecycle
• Expert commentary from our partners and customers
Read what companies are doing to make PCC initiatives an integral part of their unified communications and customer retention strategies, from Mathew Erickson, senior product manager for outbound solutions at Interactive Intelligence,
Customer Experience (CX) and Net Promoter Score (NPS) are two of the benchmark measurements companies now use to gauge customer satisfaction. And to understand how budgetary decisions impact CX and NPS outcomes, companies are turning to advanced contact center technology for strategic planning and big data. But business requirements to manage these outcomes successfully must incorporate back-office operations as well as the contact center. Read why.
Telecommunications services are becoming more and more complex. They now run over virtual network paths, less constrained by individual pieces of hardware. Get this white paper and see how service quality management solutions from IBM can improve the customer experience.Learn how telecomm providers can deliver optimal service quality
The traditional view of online transactions is anchored on the idea that online stores are first and foremost a venue for transactions, which, by and large, tend to be tightly structured interactions involving the buyer and the retailer. Within this interaction, the retailer’s key job is to provide customers with the information they need to purchase–such as pricing, product descriptions and orderly merchandising–and to deliver all within the context of a superior customer experience. However, the way customers are seeking and processing this information is beginning to change, and that’s expected to have a big impact on tomorrow’s online experience.
You probably know Stratus Technologies' fault-tolerant ftServer systems and services for delivering uptime of nearly 99.9999% for the world's most essential applications. What you might not know is how effectively - and how simply - our mission-critical Support Services let your enterprise protect this industry-leading availability.
Our focus on preventing downtime and data loss brings you much more than basic break-fix support. If you're used to average server support, get ready to experience meaningful differences.
One example: It's not uncommon for Stratus Support Services to identify problems before our customers do. Stellar satisfaction ratings of 96% or higher show the value our clients place in these services.