Published By: 8x8 Inc.
Published Date: Nov 17, 2016
Effective quality management lets you improve the performance of contact center agents—and deliver the customer experience your business expects. The ICMI Tool Kit: Quality Management in the Contact Center provides valuable tips you can apply to start improving your contact center operations today.
Developed by International Customer Management Institute (ICMI), a leader in contact center training and consulting, the tool kit lays out the foundations of an effective quality management program and offers a step-by-step approach to creating an effective program. Then it provides details to help you:
• Perform effective coaching using the SAFE coaching framework
• Calculate the ROI of your training and coaching investments
• Developing a peer mentor program
Aberdeen’s Content Marketing survey revealed that while 95% of marketers are using or considering using a content marketing strategy, there are some distinct differences between those using content well and those just using content. The Best-in-Class are not only creating content at volume, they are taking a much more data-driven approach to their content marketing strategy — and it’s paying off. Find out how.
Aberdeen’s research shows that 90% of Best-in-Class marketers report fueling lead generation efforts with content marketing. What do you need to know to follow this best practice of the Best-in-Class? That’s exactly what this Knowledge Brief is intended to uncover.
It always surprises me that as eCommerce marketers we give lip service to the importance of testing, buy many of us don't take the time to fine-tune our email programs. If you are able to identify a few elements through testing that resonate with your customers and then employ those insights in your ongoing program, the improvements may be sustainable over time.
Discover how to get maximum response from your next e-mail Webinar invitation. Learn how to make your event stand out from the crowd, and how to avoid the common mistakes that doom most Webinars to mediocrity.
Webinars have much in common with real-world events and can deliver a similar quality of leads, at a lower cost per lead. Producing a webinar provides its own set of unique challenges, but with strategic planning, a project approach, and attentive execution, you’ll find yourself creating thoroughly professional webinars.
Ad Age, BtoB, and Act-On deliver the results of research into the factors of successful lead-generation strategies and tactics, with findings and recommendations most pertinent to the SMB marketer and sales director.
New customer acquisition is the lifeblood of many businesses, but it can be costly. Comprehensive lead management strategies have been developed to maximize lead value and bring order and efficiency to the top of the marketing funnel. Such strategies emphasize quality, precision, and the increased probability of conversion. When well-executed, lead management strategies can produce significant savings, reduce time spent in the funnel, and bring sales and marketing into closer concert.
Adaptive Planning is the worldwide leader in on-demand business performance management (BPM) solutions for companies and nonprofits of all sizes. Adaptive Planning's solutions allow finance and management teams to obtain real-time visibility into performance metrics, streamline financial planning and reporting, and drive better business decisions. By offering affordable annual subscriptions and rapid implementations, and by eliminating the need for new hardware and IT support, Adaptive Planning makes it easy to move beyond spreadsheet-based processes without the cost and complexity associated with traditional on-premise BPM applications.
Read this latest Gartner report to learn key trends in the Web Content Management (WCM) market for 2012, Adobe's core strengths in the WCM space and Why Gartner rates Adobe as a market leader in web content management.
Download this case study to learn how SPAR Austria, a leading food retail company enhanced their digital marketing strategies by leveraging the powerful content management and publishing capabilities of Adobe Experience Manager.
Once again, Gartner recognizes Adobe as a Leader in its Magic Quadrant for Multichannel Campaign Management (MCCM)* based on our ability to execute and completeness of vision. Read the report to see how Adobe Campaign measures up.
Web content management (WCM) isn’t new. But customer demands and expectations are changing. That’s why finding the right WCM solution that supports delivering better digital experiences is important. Forrester Research, Inc. evaluates 10 vendors and names Adobe a Leader in The Forrester Wave™: Web Content Management Systems, Q1 2015. Again.
Marketing leaders will find a host of new vendors in this year's Magic
Quadrant for multichannel campaign management. Vendors are focused on integrating machine learning, personalization and ad tech capabilities into big data foundations for deeper customer engagement.
Read the Gartner MQ: Multichannel Campaign Management to learn why Adobe is a leader. Forrester states, "Consider Adobe Campaign for breadth of digital and offline campaign management capabilities and its tight link to the analytics and content management functions within Adobe Experience Cloud."
Reaching out to your customers across channels is difficult and takes a coordinated effort. You need sophisticated audience segmentation, real-time engagement insights, and efficient ways to orchestrate a campaign across all channels, devices, and screens. These capabilities, integrated and working together as they do in Adobe Campaign, create consistent customer experiences that span all marketing channels. See why we’re a Leader in Gartner’s 2017 Magic Quadrant for Multichannel Campaign Management.
Because you don’t just deliver content. You deliver a customer experience.
We're honored that once again, we've been positioned as a leader in Gartner’s Magic Quadrant for Web Content Management (WCM). We believe this validates Adobe Experience Manager as a forward-thinking vision of what content management can be throughout an entire customer journey. And with the integration of Adobe Experience Cloud and Adobe Creative Cloud, we offer more than a content management platform. It’s a content management powerhouse.
Read the report and learn about Adobe Experience Manager’s strengths according to Gartner — and how you can bring those strengths to your own customer experiences.
Too irrelevant to the team leader.
Such are the complaints heard repeatedly about Performance Management and Engagement systems.
And these don’t even touch on the biggest problem of all: current systems produce a tidal wave of unreliable data. The ratings they yield are based on the notion that, with enough time and training, managers (and peers) can become reliable raters of other people’s skills and competencies. Sadly, that’s not true. A large body of research reveals:
61% of your manager’s rating of you is a reflection of the
manager, not of you. Your organization, apparently unaware of this, then persists on paying you, training you, and promoting you—and everyone else in the organization—based on these flawed ratings.