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Published By: Interactions     Published Date: Feb 27, 2019
The quality of a customer care strategy can make or break a company. Simply resolving a customer service issue or complaint is no longer enough— in a compettve, customer-obsessed environment, there is always room for improvement. In a recent research report on Customer Efort, Interactons found that customers simply aren’t willing to spend a lot of tme getng their issues resolved. That’s why brands today need to design a modern customer care strategy that not only addresses their customers needs, but also removes efort and frustraton. And do all of this while reducing the ever increasing cost and complexity of customer care. So how do you get started with developing a successful customer care strategy? We’ve outlined 4 steps that address the major points you need to consider when building a customer care roadmap.
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Interactions
Published By: Interactions     Published Date: Feb 27, 2019
As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Many reports say that millennials prefer digital channels—like web chat or texting—while older generations still prefer voice channels. Previous Interactions research has shown that this isn’t necessarily the case, and that the issue of channel choice is often far more complex—depending on factors such as the company consumers are trying to contact, and the complexity of the issue the consumer is trying to resolve.
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Interactions
Published By: TIBCO Software     Published Date: Feb 26, 2019
First Citizens Bank First Citizens Bank & Trust Company is a chartered commercial bank offering a complete line of financial services, including personal and business banking, investment and insurance services, wealth management, and more.
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TIBCO Software
Published By: Gameffective     Published Date: Feb 26, 2019
Read this Microsoft case study about how Microsoft's Consumer Support Services - with its global network of support centers and thousands of agents - used digital motivation to drive agent performance and learning. Microsoft wanted new ways to recognize and reward agents while increasing their productivity. The focus was to change behaviors, develop skills, encourage sales, and drive outcomes. Microsoft identi?ed gami?cation as a solution to these needs. The company believed it could be more successful at encouraging and recognizing agents for positive outcomes through each customer interaction. Read the case study to learn how Microsoft: Increased productivity through gamification Drove agent performance with rewards, to change behaviors and business outcomes Improved agent knowledge and ability to apply the new information learned.
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Gameffective
Published By: Oracle     Published Date: Feb 22, 2019
Predicting the future of the enterprise cloud by 2025—your company in the cloud.
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Oracle
Published By: Gameffective     Published Date: Feb 22, 2019
Microsoft is a leading global technology platform and productivity company headquartered in Redmond, Washington. The company’s B2C customers are served by Microsoft’s Consumer Support Services, which has a network of global support centers (provided by Business Process Outsourcing Companies) located in many regions and countries, including North America, Europe, Latin America, India, and Philippines. These centers employ thousands of agents, providing customer assistance in many languages.
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Gameffective
Published By: Smarp     Published Date: Feb 22, 2019
By definition employee advocacy is the promotion of a company’s messages by its employees. Today, employee advocacy happens increasingly online, social media being the main medium for brand ambassadors. Employees have extensive networks of friends, followers, and connections on social media, and nowadays they can be reached and influenced with a click of a button. When empowered to act as brand ambassadors on social media, employees can share valuable content to their networks and build their professional brand all while increasing the company’s reach and credibility by generating meaningful conversations about the business.
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employee advocacy, employee engagement, social media, social media visibility
    
Smarp
Published By: Apstra     Published Date: Feb 21, 2019
When Bloomberg Television opened its state-of-the-art broadcast facility in the company’s new European Headquarters in London last year, network engineers from the company’s IT infrastructure team collaborated with Apstra to successfully pilot its technology in order to gain visibility across and more effectively manage the network fabric supporting the building’s media production systems.
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apstra, bloomberg, network engineering
    
Apstra
Published By: UPS Capital     Published Date: Feb 19, 2019
WD Music is a one-of-a-kind company, but their path to growth was blocked by a problem faced by thousands of small and mid-sized businesses: their precious capital was tied up in a long cash-conversion cycle. WD Music had to pay suppliers in-full for guitar parts, then wait weeks or months to recoup the cash from customer sales. This left them without the working capital to buy more inventory, fulfill more orders and create a healthier, more profitable business. One day, Larry Davis, Vice President of WD Music, was speaking with Greg Kleehammer, from UPS Capital®. Kleehammer asked a simple question: “What if you could take one of your company’s biggest assets — your in-transit inventory — and turn it into working capital?” That’s how WD Music discovered an alternative-financing solution that opened the door to more growth, more prosperity and a lot less stress.
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UPS Capital
Published By: Larsen & Toubro Infotech(LTI)     Published Date: Feb 18, 2019
The largest national multiline insurance had built a repository of Insurance policies (P&C and Life Insurance) on Microfilm and Microfiche in early 90’s, as a preservation strategy. They were grappling with issues as this technology became outdated over time: • Risk of losing their only source of data for Insurance policies and corresponding communication, need to improve data availability and speed of claims evaluation • Compliance issues, need of a WORM (write once read many) storage compliant with FINRA regulations, where data should be encrypted when at rest • Total cost for digitization compared to 10-12 years of support left to maintain insurance policies was not very encouraging • Required a low cost, cloud-based, FINRA-compliant document management solution which could provide quick access to stored data Download complete case study to know how LTI’s e-Office sDownload full case study to know how LTI’s e-Office solution enabled 50% TCO for Largest national Multiline Insurance.
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Larsen & Toubro Infotech(LTI)
Published By: MobileIron     Published Date: Feb 14, 2019
What if you could protect your company from data loss before a mobile attack occurs? The reality is that mobile threats are everywhere and the risks are escalating. But in the world of modern work, how can IT protect mobile devices while allowing users easy access to corporate data on a device of their choice anytime, anywhere? Watch this webinar on demand to learn how mobile threat defense is reducing risks amongst some of the largest mobility programs in the world. We will reveal: -How mobile attacks are targeting corporate data, bypassing traditional IT defenses -Why threat detection and remediation protects your data, without disrupting user productivity -Why mobile threat detection is an essential component of a layered defense architecture With one app, MobileIron Threat Defense delivers unparalleled mobile threat detection and remediation on-device without network connectivity required, and no need for users to take any action.
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MobileIron
Published By: CloudHealth by VMware     Published Date: Feb 13, 2019
Amazon EC2 Reserved Instances can appear complicated, but finding a solution that best suits your company doesn't mean becoming an expert yourself; you just need to know how to approach Reserved Instances and where they can make the biggest impact. This free guide delivers a collection of proven best practices to help you successfully manage Amazon EC2 Reserved Instances. The benefits include: -A breakdown of reservation types and offerings, including Convertible Reserved Instances -How to calculate the payback period -How to modify and exchange existing reservations to match cloud usage over time -How to maximize savings with automated RI management and optimization
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cloud management, amazon web services, multicloud management, amazon ec2
    
CloudHealth by VMware
Published By: UPS Capital     Published Date: Feb 13, 2019
WD Music is a one-of-a-kind company, but their path to growth was blocked by a problem faced by thousands of small and mid-sized businesses: their precious capital was tied up in a long cash-conversion cycle. WD Music had to pay suppliers in-full for guitar parts, then wait weeks or months to recoup the cash from customer sales. This left them without the working capital to buy more inventory, fulfill more orders and create a healthier, more profitable business. One day, Larry Davis, Vice President of WD Music, was speaking with Greg Kleehammer, from UPS Capital®. Kleehammer asked a simple question: “What if you could take one of your company’s biggest assets — your in-transit inventory — and turn it into working capital?” That’s how WD Music discovered an alternative-financing solution that opened the door to more growth, more prosperity and a lot less stress.
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UPS Capital
Published By: UPS Capital     Published Date: Feb 13, 2019
Commerce today involves an increasingly complicated supply chain ecosystem. Companies rely on suppliers and buyers across the globe, most of whom they’ve never met. They use multiple carriers and modes of transportation, across international borders, with different languages, currencies and laws. This ever-changing landscape means that companies of all sizes must be more diligent than ever when it comes to managing their supply chain — and their risk. In addition, e-commerce has revolutionized purchase behaviors, creating loftier customer expectations, and putting increased pressure on sellers to find new ways to meet those needs. Global networks and tight time constraints can amplify the impact from unpredictable events, like theft, damage, weather and natural disasters. This puts even more pressure on a company’s supply chain, and its bottom line.
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UPS Capital
Published By: Genesys     Published Date: Feb 12, 2019
Customer interactions, across all channels, are of strategic importance in today’s world. Managing those interactions to assure the customer is seeing the best face of the company is vital. At the forefront is making sure you are providing useful, easy to navigate cloud-based Interactive Voice Response systems for your customers that places the emphasis on: Meeting the customers’ needs The increase in self service options An intelligent, efficient way that drives costs down and satisfaction up. Let Genesys help you meet these criteria and guide you to designing, developing and delivering a best-in-class IVR Platform that ensures a Great Customer Experience. Improve your game and score more wins across the business, with your customers. Achieve your IVR goals by downloading our IVR Playbook here.
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Genesys
Published By: Genesys     Published Date: Feb 12, 2019
The maturity of cloud platforms inspires new confidence in moving mission critical systems to the cloud to gain agility, scale, and cost benefits. How can your company achieve these benefits? What steps are necessary to begin your contact centre’s inevitable move to the cloud? Choosing the right contact centre partner will ensure your cloud journey success. Do you know how to find the right contact centre partner to help move to the cloud? This eBook offers ten key considerations for selecting a partner and moving to a cloud-based contact centre. Having a good sense for your business requirements, your prospective partner’s capabilities, and the cultural fit will pay off in helping you realize your business goals in the long run.
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Genesys
Published By: Genesys     Published Date: Feb 12, 2019
Customer interactions, across all channels, are of strategic importance in today’s world. Managing those interactions to assure the customer is seeing the best face of the company is vital. At the forefront is making sure you are providing useful, easy to navigate cloud-based Interactive Voice Response systems for your customers that places the emphasis on: Meeting the customers’ needs The increase in self service options An intelligent, efficient way that drives costs down and satisfaction up. Let Genesys help you meet these criteria and guide you to designing, developing and delivering a best-in-class IVR Platform that ensures a Great Customer Experience. Improve your game and score more wins across the business, with your customers. Achieve your IVR goals by downloading our IVR Playbook here.
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Genesys
Published By: Genesys     Published Date: Feb 12, 2019
The maturity of cloud platforms inspires new confidence in moving mission critical systems to the cloud to gain agility, scale, and cost benefits. How can your company achieve these benefits? What steps are necessary to begin your contact centre’s inevitable move to the cloud? Choosing the right contact centre partner will ensure your cloud journey success. Do you know how to find the right contact centre partner to help move to the cloud? This eBook offers ten key considerations for selecting a partner and moving to a cloud-based contact centre. Having a good sense for your business requirements, your prospective partner’s capabilities, and the cultural fit will pay off in helping you realize your business goals in the long run.
Tags : 
    
Genesys
Published By: Genesys     Published Date: Feb 12, 2019
Customer interactions, across all channels, are of strategic importance in today’s world. Managing those interactions to assure the customer is seeing the best face of the company is vital. At the forefront is making sure you are providing useful, easy to navigate cloud-based Interactive Voice Response systems for your customers that places the emphasis on: Meeting the customers’ needs The increase in self service options An intelligent, efficient way that drives costs down and satisfaction up. Let Genesys help you meet these criteria and guide you to designing, developing and delivering a best-in-class IVR Platform that ensures a Great Customer Experience. Improve your game and score more wins across the business, with your customers. Achieve your IVR goals by downloading our IVR Playbook here.
Tags : 
    
Genesys
Published By: Genesys     Published Date: Feb 12, 2019
The maturity of cloud platforms inspires new confidence in moving mission critical systems to the cloud to gain agility, scale, and cost benefits. How can your company achieve these benefits? What steps are necessary to begin your contact centre’s inevitable move to the cloud? Choosing the right contact centre partner will ensure your cloud journey success. Do you know how to find the right contact centre partner to help move to the cloud? This eBook offers ten key considerations for selecting a partner and moving to a cloud-based contact centre. Having a good sense for your business requirements, your prospective partner’s capabilities, and the cultural fit will pay off in helping you realize your business goals in the long run.
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Genesys
Published By: Genesys     Published Date: Feb 12, 2019
Forrester Research has found that companies that prioritise their customer experience transformation perform better. Companies included in their report, “Drive Marketing and CX Convergence with Modern Technology,” experienced: 68% increase in revenue 67% improvement in market differentiation 72% acceleration of digital business Delivering customer experiences that produce results like this requires a strategic approach across your company and the ability to turn disparate interactions into a consistent, personalised customer journey. Read this ebook for three strategies that get you started.
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Genesys
Published By: Infosys BPM Ltd     Published Date: Feb 12, 2019
A global infrastructure management company entered into a factoring agreement with a leading US financial institution in Australia. However, it realized that it was paying unreasonably high interest payments to the financial institution and wanted to trace the reason for the same. Infosys BPM took the initiative to analyze interest payments to the banker, and the customer payments pattern to provide insights on cost saving opportunities. Read on to know more on how did Infosys BPM help the client lead to a cash flow of $138M and also save $562,000 in factoring fees.
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Infosys BPM Ltd
Published By: Lenovo - APAC     Published Date: Feb 11, 2019
Asian ICT infrastructure investment is exploding as businesses review and modernise their data-centre architectures to keep up with the service demands of a growing and increasingly sophisticated population. Demand for cloud services, particularly to support big-data analytics initiatives, is driving this trend. Frost & Sullivan, for example, believes the Asia-Pacific cloud computing market will grow at 28.4 percent annually through 2022. Despite this growth, many businesses are also rapidly realising that public cloud is not the best solution for every need as theydo not always offer the same level of visibility, performance, and control as on-premises infrastructure.This reality is pushing many companies towards the middle ground of hybrid IT, in which applications and infrastructure are distributed across public cloud and self-managed data centre infrastructure. Read about Medical company Mutoh and how it took advantage of the latest technology.
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lenovodcg, nutanix, hyperconvergedinfrastructure, hci
    
Lenovo - APAC
Published By: Engage2Excel     Published Date: Feb 11, 2019
The war for talent is a term that was coined by Steven Hankin of McKinsey & Company in 1997 to refer to an increasingly competitive landscape for recruiting and retaining talent. Today, this “war” has escalated to new heights, commanding the attention of CEOs across all industries. According to research recently published by McKinsey, more than three-quarters of Fortune 500 CEOs do not believe their companies are effective at attracting highly talented people. Of those CEOs who do consider their companies successful at attracting top talent, only 7% believe they are effective in retaining them. In today’s hyperconnected labor market, recruitment and retention are not separate problems; they are two sides of the same coin. Companies that have adopted integrated strategies for recruitment and retention have a significant competitive advantage. But according to McKinsey’s data, this group represents only a small fraction of the Fortune 500. The rest of the HR universe is under tremendous
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Engage2Excel
Published By: Engage2Excel     Published Date: Feb 11, 2019
Looking for a way to drive measurable improvements in performance for your company? Consider these 7 steps for turning employee recognition into bottom-line results.
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Engage2Excel
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