By the time most customers reach a human employee with a question, chances are they have
already researched online or tried to self-serve. This means employee transformation is required
to develop more sophisticated employees in the age of automation to solve more advanced
Because front-line jobs are becoming more complex, employees need to be tactical, technical, and
ready to emotionally handle these new types of interactions.
Recently, Lamont Exeter, head of Learning & Development at TTEC Digital, teamed up with Tim
Duranleau of SAP Litmos in a webinar to discuss ways that companies can combine learning
and technology to create more sophisticated employees. Below are some key highlights from
One of the most significant areas of opportunity for contact center leaders to cut costs is to
leverage customer service bots to deflect calls. But today’s consumers have little patience for
conversational bots that can’t understand what they’re saying or don’t know how to provide an
According to the annual report on fraud and internet crime published by the FBI’s Internet Crime Complaint Center (IC3), a staggering total of more than $2.7 billion was lost through online fraud and financial crime in 2018, the last full year available. And according to the Federal Trade Commission (FTC), there were more than 1.4 million fraud reports in that same time period. Many of these fraud events involved brand impersonation or illegal activities conducted via a brand’s website. In other words, the trust and faith the public has in your brand can be used as a cover for illegal activities, making fraudsters’ schemes appear authentic or trustworthy.
To keep the trust within your brand, download the whitepaper to learn how and why identifying and stopping online fraud is essential.
In an age of tech-savvy customers and self-service channels, do companies still need to invest in contact centers and staff to provide support?
The answer is, yes.
Consumers have been trained to find the information they need on their own online or with their mobile device. But when they do pick up to the phone and reach out to customer service, they expect representatives to solve what are often complex questions. They expect human interactions.
This enormous shift in which customer service representatives are perceived as a last resort puts increased pressure on contact center associates who already have the odds stacked against them. The staff must be trained to quickly handle issues that frequently require access to a wide variety of information, but a lack of investment means many associates are often unprepared and lack the right resources to help customers.
To change the outcome, customer service representatives need the right training and tools to not only understand the issue,
The Spice House has a long history of pioneering how spices are
sold. Since 1957, its flagship brick-and-mortar location has been a
go-to hub for grabbing a cup of coffee and taking in the full spice
experience—smelling, grinding, tasting, touching, and talkin’ spices
and their backstories with the owners.
Today, The Spice House sells more than 400 spices, blends, rubs, and
extracts across several retail locations and the ecommerce store. See
how Drip ecommerce CRM helps The Spice House bring a great instore
experience to their online space.
Published By: Panasonic
Published Date: Oct 10, 2019
Thousands of federal employees are issued mobile devices every year to carry out their agency’s mission. The government has strict security standards for such devices, but a new poll by Government Business Council (GBC) suggests that employee perceptions may be at odds with organizational priorities regarding security of these mobile devices.
Published By: Panasonic
Published Date: Oct 10, 2019
Wireless communications is on the cusp of the 5G revolution, which is widely touted as a boon for business and consumers. Change is coming, and that heralds significant challenges for government and its use of both fixed and mobile wireless networks. Here are six things agencies should know now about 5G.
Published By: Panasonic
Published Date: Oct 10, 2019
The U.S. military continues to develop its quick-strike potential, seeking greater capacity to project force globally, quickly and on several fronts simultaneously. Support services are integral to that effort, particularly in the area of logistics and asset maintenance. In its 2018 National Defense Strategy, the Department of Defense identified the development of “resilient and agile logistics” among its key modernization goals.
Multinational companies (MNCs) are facing a unique combination of escalating customer, competitive and operational pressures which are forcing them to fundamentally change the way they do business and manage their IT infrastructures supporting network, security and mobility needs.
Lack of IT resources, limited capex and more complex global implementations are driving an increasing proportion of MNCs to offload, or 'out-task', various aspects of their day-to-day management responsibilities to skilled third-parties that can help perform these functions well.
Find out how companies have deployed remote access SSL VPNs to increase remote user satisfaction, improve accessibility to corporate resources, support business continuity planning, and reduce overall implementation and ongoing management costs. The white paper also covers how cloud-based SSL VPN services address high availability requirements, support unforeseen spikes in activity and optimize network performance. Lastly, learn how a single SSL VPN platform can support all your mobile access, telecommuting and partner extranet requirements to improve your ROI.
Christian Kane is an Enterprise Mobility Management Research Analyst with Forrester Research, where he helps clients develop and improve their desktop and mobile strategy. His research spans mobile hardware, mobile operating systems, mobile device management solutions, and mobile applications.
A Chief Marketing Officer's Roadmap.
In this paper Acxiom shows how Media Mix Optimization can help overcome the complex challenges of today's marketing. Herein we not only detail both the "Journey" of MMO and its rewards but also how to avoid several key hurdles along the way.
Application Delivery Controllers understand applications and optimize server performance - offloading compute-intensive tasks that prevent servers from quickly delivering applications. Learn how ADCs have taken over where load balancers left off.
The idea of load balancing is well defined in the IT world: A network device accepts traffic on behalf ofa group of servers, and distributes that traffic according to load balancing algorithms and the availabilityof the services that the servers provide. From network administrators to server administrators to applicationdevelopers, this is a generally well understood concept.
Published By: Globoforce
Published Date: Nov 06, 2013
According to Gallup, highly-engaged companies have 44% higher operating margins. This probably comes as no surprise. We all know engagement is good for the bottom line. But how can you translate that into higher engagement at your company? We’ve put together a white paper with some stats and advice to help you increase your employee engagement and raise the bar on organizational excellence.
Published By: Infosys
Published Date: Sep 12, 2019
Digital-born companies have challenged large long-established businesses across industries with newer data, AI-powered experiences, products/services. Sustained competitive advantage through customer ownership and seller power has since been significantly challenged and overturned. Customers are taking to newer AI and data-powered products/services in their pursuit of better experiences and exponentially higher value. This has triggered every company to challenge status-quo, unleash themselves from very structure of industry and embrace transformation in the new world.
Data and AI have shaped themselves into a major economic force that is at the epicenter of transformation of every industry; through 3 horizons. Data, in the first horizon, was the key ingredient in driving more data-driven decisions. Data, in the second horizon, is playing a transformational role in the enterprises' pursuit of being Data Native Digital Native enterprise.
The proliferation of communications channels has set expectations around cost and productivity
benefits. Unified Communications (UC) is proffered as a way of helping bring them all together, but
companies struggle to justify the business case for it. Against this background, how important is UC as an approach to streamlining communications, and how can businesses exploit it?
Published By: Genesys
Published Date: Jun 27, 2019
Your call center tech stack is a mess, and it’s hard to figure out where you even start to unravel it all. This ebook covers the basics of consolidating technology, where to begin and what to consider as you develop your plan to streamline your infrastructure and tech.
There are many things to consider including:
Infrastructure, both aging and new
Existing tech and limitations
Users, training and business needs
This ebook provides an overview to get your wheels turning in preparation for a move to better technology. Read it now if your future holds new call center tech.
The direct and indirect costs associated with Employee Health & Happiness have shifted Employee Wellness from voluntary benefit to Strategic Imperative. HR is on the front lines of this fight. Are you ready?
Published By: MuleSoft
Published Date: Apr 15, 2019
eCommerce offers consumers new ways to interact with traditional retailers, resulting in changed consumer preferences – 63% of customers today would switch brands for a better connected experience, and 75% want personalized offers based on purchase history. Traditional retailers need to consider how to build a new digital retail platform strategy within their business models to engage with consumers and help maintain their competitive edge.
Read this whitepaper to learn:
A 4-step strategy for retailers to build a retail digital platform strategy with APIs.
The role APIs can play in optimizing consumer journey personalization and creating new revenue channels.
How a leading fast food company created a unified consumer experience by adopting a platform-based business model.
Did you know that those who respond to a proactive online chat invitation are 6 times more likely to buy than the average website visitor? Download this paper for practical advice on using proactive chat to increase sales online sales and customer satisfaction.