Many organizations struggle with a lack of visibility into how employees spend their time. What percent is spent in value-added activities, and what percent is spent idle or on activities not directly related to work objectives? Which applications do employees access, when, and for how long? Do the applications correlate with employee roles and assigned tasks?
Do you know how productive, effective, and compliant your employees are? Learn how increasing operational visibility, and translating data into actionable reporting, can improve employee productivity by 10 percent or more.
To move past chaos to coordination, organizations must take command of all customer-support operations, optimizing workforce utilization and service to drive better business outcomes with less effort.
Learn how Seriously Smart Organizations are leveraging enterprise workforce management to measure, monitor and streamline operations across the contact center, back office and branch.
Increase the quantity and value of post-process quality audits
Simplify workflows and automate in-process reminders and guidance
Create a cycle of continuous improvement in your enterprise quality management program.
Save time and money by taking advantage of existing resources in a new way. KANA offers a unified, omni channel desktop that allows you to transform your customer experience without the cost and complexity of rip and replace.
Just as organizations have finally gotten on board with the move to omnichannel customer service —offering a seamless consumer experience through available shopping channels—the game has changed once again.
Providing better products at a better price isn’t always enough to attract and retain customers. The only way to truly stand out is to provide outstanding customer service. But, simply answering a customer’s phone call on the first ring or resolving an issue doesn’t qualify as outstanding customer service anymore.
The increasing popularity of self-service for today’s always on, always connected consumer, is both breathing new life into and
making new demands of the contact center and customer facing staff. Learn how with our agent desktop, KANA customers are
reaping rewards that not only benefit their customers but in turn, benefit their staff and business and allow them to simplify the
Kana Enterprise is a product built via acquisition, and it delivers a solution that combines the strength of its two parents — the multichannel and knowledge capabilities of the historical Kana Software products and the business process management engine from Sword Ciboodle.
In the words of Forrester Research Inc's Senior Analyst, David Aponovich, "the time is now to reinvent yourself to operate in a digital, connected, omnichannel world where the customer has more information, more choice, and is demanding better and more personalized service and support.
Hear why he anticipates that 'Consumers are going to slide with the businesses that best deliver these things in the most effective and personal way.
In many ways, simplicity is the key to success. By simplifying customer service processes for customers and employees, these engagements can focus on solving problems and building lasting relationships.
The ability to collect, analyze and act on customer input and feedback is critical—so critical that it can ultimately determine the success or failure of your business. However, with the countless channels that customers use to communicate these days, this can be a real challenge.
While surveys can be a proven, consistent method for gathering customer data, their effectiveness can be hampered if they are poorly written, confusing, not personalized or targeted, or too long. A successful survey should be designed to meet a specific goal and provide accurate data that represents the target population. Ideally, it can also help improve respondent satisfaction levels.
Distilled from years of experience helping successful organizations with surveys, voice of the customer projects, and enterprise feedback management initiatives, these nine top tips can help increase survey success, facilitate a better understanding of customers, and drive loyalty.
When done correctly, online surveys are an easy, cost-effective way to gather information that you can use to make sound business decisions and draw you closer to your customers. But, if you have committed any one of the 7 Deadly Survey Sins, online surveys can give you unreliable information, alienate your customers and can lead to poor business decisions. In this short white paper, we will identify the most common survey mistakes committed in creating and conducting surveys and review practical ways to avoid them.
For nearly 30 years, contact center quality monitoring has been an established process, performed essentially the same way by many—if not most—organizations.
But much has changed in three decades. Today’s customers have become the final arbiters of what constitutes quality by virtue of the collective power of social media, and traditional quality metrics may no longer align with what consumers actually want or expect. What challenges does this pose to traditional quality monitoring programs? And how can contact centers evolve their quality monitoring and assurance processes to meet these new challenges?
In the customer service solutions Forrester Wave™ for enterprise organizations, we identified the 11 most significant customer service solutions — eGain, Microsoft, Moxie, Oracle Service Cloud, Oracle Siebel CRM, Pegasystems, Salesforce, SAP Cloud for Service, SAP CRM, SugarCRM, and Verint — and researched, analyzed, and scored them. This report details
our findings on how well each vendor fulfills our criteria and where it stands in relation to other vendor solutions in order to help customer service professionals select the right partner for
their customer service initiatives.