This e-book presents results alongside an argument that action/behavior metrics are the best measures to help companies drive real action and lasting change. By downloading this eBook, you give MaritzCX and its partners permission to contact you for marketing and promotional purposes.

When it comes to customer service, millennials have little patience and incredibly high expectations. In the United States, this segment's buying power will surpass that of any other single generation in 2017. Are you ready to meet these demands? IBM Watson Engagement Advisor goes far beyond the conventional call center automation mandate of controlling operational costs - it empowers customers to serve themselves however and whenever suits them best. Whether it's troubleshooting their account, getting advice on which products to buy, or resetting their password, Watson Engagement Advisor is available 24x7 through any device to get to the heart of customers’ needs, faster.

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.

Analytics tools are essential.

This guide provides information on how to make the business case for using headsets throughout your organisation.

This Guide takes you through the three pillars of SoundScaping and shows you how to optimise smarter working by applying the Acoustic Intelligence Framework.

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.

Is your contact center guilty?

A Case Study on Sling Media and its experience of LogMeIn Rescue

An Adobe report into building sustainable, one-to-one customer dialogues across any channel.

In a contact center environment, real-time analytics provide the live information needed to respond to difficult situations before a customer, a sale, or an opportunity is lost. Scott Bakken and David Patchen from MainTrax and Brandon Rowe from Interactive Intelligence discuss how real-time analytics help your business operate at optimal levels and experience increased growth and reduced costs.

If a contact center executive could have anything, it would be certainty… of contact demand, resource availability, operational efficiency, and of agent performance and customer experience delivery. But certainty in a contact center is nearly impossible, and in the absence of a crystal ball, mathematical models provide the next best thing. They alert, evaluate operational risk, and propose business and resourcing solutions. And now, the best of these models also determine expected experience delivery.

Today, business process automation isn’t just about efficiency, it’s about operating a business for your customers. To ensure a positive customer experience, a process must trigger an automated action, and automation must then manage the experience across multiple channels, personalize the customer’s interaction, and predict the best next actions. Read more, from Chris Thalassinos, Mahnaz Meshkati, and Frank Chiu of Communications Intelligence Group, and Brad Herrington of 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.

This analyst report provides guidelines for how to plan an effective Enterprise Asset Management strategy, including maturity levels, processes, and technologies in context of IT Asset Management advances. The paper was developed by Enterprise Management Associates - an IT Analyst firm.

Learn about how the expanding guidelines for compliance have changed and how compliance has never been more relevant within the Accounts Receivable Management (ARM) industry.

Learn the performance “metrics that matter” for the contemporary contact center, as the definition of efficient customer service evolves.

Learn the significant benefits of flexible cloud solutions and key criteria for selecting the right business partner.

Learn about how your contact centers are a world of innovative and intricate technology and how with the right analytical tools you can maximize your organization’s potential by optimizing your customer’s experience.

Learn how to ensure a positive customer experience outcome by establishing a reliable business process automation (BPA), which will support your customer’s personalized interactions and adapt to changing conditions in the marketplace.

Learn how technology can be the key to responding to the aging utility workforce and how the right system can increase overall operational efficiency.

Today’s consumer is almost ambivalent when it comes to customer service channels; this generation of shoppers simply wants service their way. Take a look at the 2013 survey of internet shoppers.

Nucleus found that the ease of use for end users and administrators led to increased adoption, improved business productivity, and IT efficiencies. Also, join.me’s low pricing relative to functionality resulted in significant cost savings.

Gartner recently released its Magic Quadrant for Contact Center Workforce Optimization, the annual report analyzing the workforce optimization industry. Gartner positions vendors based on Completeness of Vision and Ability to Execute. Genesys improved its 2013 position moving from Niche Player to the Challengers Quadrant. This report provides you with insights you need to determine the Workforce Optimization Solution that is right for your organization. Read Now.

Read Now: The Automatic Call Distributor (ACD) is no longer a core component in the contact center and has become a costly technology that is difficult to manage in a distributed enterprise environment. If you are looking to move away from your legacy call center infrastructure — to a modern, multi-channel Contact Center this white paper gives you a blueprint to modernization and replacing your ACD. Read this insightful resource to learn how building a multi-channel contact center based on IP/SIP technology can enable you to: • Enhance Customer Experience • Virtualize your customer service environment • Reduce Total Cost of Ownership (TCO) Get this whitepaper for best practices, and integration guidelines to help you transition to a modern, SIP/IP-based contact center environment. Read Now.