Archives for Resources

Increase Customer Satisfaction by Focusing on the Citizen Experience

The average U.S. citizen expects superior service and outcomes from public sector work. This expectation certainly derives from the expectations that have grown out of the customer-centric approach private companies use in their processes, communications, and service efforts. How, then, can the government improve its citizens’ viewpoint? Quite simply, it must turn its attention to the citizen experience, thereby keeping up with the fast-paced, technology-based innovations coming from the private sector. Read this whitepaper to learn more about the challenges government agencies face in delivering quality experience, and the strategies available to overcome them. Download Whitepaper  
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The Future of Financial Services in the Expectation Economy

For as long as can be remembered, mankind has attempted to predict the future. Many an accomplished author has tackled the challenge of imaging the future. Greats like Orwell, Wells, Huxley, Bellamy and Bradbury shared their thoughts on what the future may hold – some bolder than others, some with more accuracy than others. Many such predictions were focused on the ways we access money, do business and protect our financial well-being. For instance, in his 1888 novel, Looking Backwards, Edward Bellamy predicted the use of credit cards, more than 60 years before their invention. In 1953, Ray BradBury’s Fahrenheit
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Mind the Gap: Overcoming the Top 10 Adversities of Technology Implementations

Despite numerous universal external hurdles, there are 10 main, internal challenges that need to be addressed in order to achieve a successful technology implementation. A word of caution for corporate executives: Mind the implementation gap. Most managers know that strategic implementation of technology projects is critical to their organizations’ high-performance objectives. CLICK TO DOWNLOAD:
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CRM Success: Top Impacts to the Success of CRM Implementations

Customer relationships are complex. Today, more than ever before, implementations of these relationships touch larger lines of business and require multiple stakeholders of reviewers and approvers. Modern Customer Relationship Management (CRM) solutions are now layers of back-end connections and systems, growing exponentially in capabilities. As a result, the modern CRM system houses data and information that not only manages the day-to-day and forecasted operations of multiple departments, such as sales and marketing departments, but also produces metrics about the effectiveness of their initiatives. CLICK WHITEPAPER TO DOWNLOAD:
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Exploring Journey Mapping and Its Role in Customer Experience

The Customer Experience world is filled with buzzwords and changing trends. As customers and technology evolve, so too must the strategies to provide effective CX. Journey mapping is just the latest buzzword sitting on the tongues of CX professionals everywhere. What once may have been considered a minor process has blossomed into the focus of many organizations looking to better understand their customers. CLICK WHITEPAPER TO DOWNLOAD:
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The Importance of Effective Consulting in Modern Contact Centers

When it comes to maintaining customer satisfaction, few factors play as large a role as the contact center. Maintaining an effective contact center that acts as a strength, rather than a weakness, can be difficult. Examining your contact center operations with an objective eye can be just as challenging as staying current on changing trends. Failing to be objective about your operations will likely lead you to overlook key weaknesses and areas of improvement. CLICK WHITEPAPER TO DOWNLOAD:
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The Top 5 Characteristics of a Successful VoC Program

A Voice of the Customer (VoC) program is necessary for any organization that wants to survive in today’s customer experience-driven world. Maximizing efforts and analyzing customers’ feedback is important to the success of this program. How can your organization created a successful VoC program? Strategy and customer touchpoints Importance of a customer-centric program and more!
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CRM as a CX Enabler

The ability to structure a CRM to capture and retain data from a wide range of sources is vital to the effectiveness of the solution. Without this flexibility, the solution is highly limited in its ability to support multi-channel communications and diverse CX efforts. CRM impacts the success of CX programs in many ways: Serving as the information funnel Putting information at fingertips hands of agents Tracking the successes and failures of interactions Serving as a data source for trends and analysis
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The Top 5 Benefits of Transitioning to Cloud Hosted Microsoft Lync Voice Environment

Hosted Lync Voice is a cloud hosted solution that offers powerful functionality and a wide variety of communication avenues to connect enterprise customers around the world. Everything from instant messaging, voice calls and conferencing. Lync enables real-time collaboration and increases productivity. Learn more about how to provide instant and constant communication between employees: Cloud hosted, which replaces physical maintenance Fast and easy implementation Real-time collaboration and more!
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