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Customer Experience Exchange E-Zine: Issue 3

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Advanced Technologies Key to Next-gen Contact Centers

By: TechTarget Customer Experience

Type: eGuide

More often than not, businesses that are 4striving to improve the customer experience are being held back from fully engaging customers by their reliance on legacy technology and siloed organizational structures.

With so many channels through which to engage customers - traditional 800 numbers, social media, and live chats - agents need the right tools to help them balance customer interactions. Access this helpful e-guide to learn how equipping contact center agents with certain tools and technologies can boost customer service.

Discover what a Forrester Research analyst recommends when acquiring new contact center technologies, and find out how to address software integration requirements, social media challenges, and the growing need for accurate analytics.

These are also closely related to: "Customer Experience Exchange E-Zine: Issue 3"

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    Call Center Tips to Optimize Agent Performance

    By: TechTarget Customer Experience

    Type: eGuide

    Investing in front-line customer service agents will help them provide a superior customer experience, according to experts in the field. While there is no single set of guidelines that will work for all businesses, industry pundits agree that providing a good tool set, offering education and training and giving agents leeway to use their own judgment will empower them to meet customer experience management (CEM) demands.

    This E-Guide examines how Workforce management tools and other CEM technologies can help agents prioritize and meet performance standards.

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    Call Center Tips: Bridging the CEM Chasm

    By: TechTarget Customer Experience

    Type: eGuide

    Customer experience management (CEM) is a critical component of gaining a competitive advantage in the modern age of the customer. By optimizing customer interactions through a variety of channels - call center and social CRM included - you can foster customer loyalty and long-term revenue.

    Unfortunately, many businesses rely on legacy technology and siloed organization structures that hinder their ability to make the most of customer interactions. So what can be done?

    Check out this expert e-guide with advice from Forrester analyst Art Schoeller, as he explores how to harness social media channels in your call center via an "outside-in" strategy. Read now to learn how to reach all customer touchpoints and achieve 100% visibility into your end-to-end customer interactions.

     

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    Consult this expert e-guide to uncover how you can provide customer support across multiple communication channels. Assisting customers efficiently is imperative to the reputation of your business. This e-guide covers best practices for managing multiple channels, so you can prepare for communication from every angle.

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