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When the proper levels of collaboration are not in place, team members are likely to make mistakes when working with the customer as a result of a lack of communication. Maybe the primary contact for a client has changed, and you call them the wrong name. Or attempt to give attention to problems that have already been resolved. Either way the end result is subpar. The smart technology that revolutionized our cell phones is finding its way into just about everything: medical devices, baby monitors, smoke detectors, thermostats, running shoes, even cows. Yes, cows. Sponsored by: CallMiner
WEBINAR: Top 4 Ways to Quantify Interaction Analytics ROI to Your CFO
April 26, 2016
2:00PM EDT
What's really important to your CFO when preparing your business case for interaction analytics? ROI, of course. What is the return on investment if we implement interaction analytics? Can we expect to reduce costs, improve efficiency, and increase sales/recovery? The answer -- a resounding YES!
Join CallMiner CFO Paul Bernard as he explains how to calculate and present ROI values to your leadership. Paul will review four customer interaction analytics use cases and outline the impact and ROI realized by using their interaction analytics solutions to meet business challenges. Paul will also highlight examples from real-world customers using analytics.
In this webinar, you will learn: - The elements to consider in your contact center use case evaluation
- The factors to use for ROI calculations
- How you can derive ROI value from:
- Reduction in Average Handle Time
- Quality Monitoring Effectiveness
- Improved Revenue Results
- Improved Risk Mitigation/Compliance
REGISTER TODAY
Good customer service is universal and never changes, correct? Probably not. While the basic ideas of great customer service - valuing your customer and giving him or her a great experience - remains at the core, the means by which a company arrives at this destination change on a regular basis. Many companies are aware their customer support isn't quite up to standard, and these companies are planning to do something about it. A recent Gartner report found that by 2017, more than half of research and development investments will be redirected toward innovations in the customer experience. The defining trend here is a desire for transparency. In fact, 79 percent of leaders and 69 percent of employees agree that making performance management more transparent to employees is both expected and necessary. This suggests that employees have a strong need for sharing information, according to David Smith, senior managing director of Accenture Strategy. Looking for ways to boost sales is what companies of all sizes do…it's the reason they're in business. Today, however, the methods of increasing sales are different than those in the past. Vehicles such as direct mail, email and cold-calling have been on the decline for years, but many companies continue to put a great deal of effort and money into those marketing media. While many businesses understand that content marketing is crucial to sales success, many of them still fail to realize the tangible benefits of this practice. As such, a recent infographic from Salesforce highlighted the importance of content marketing and how it helps businesses convert leads into customers.
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