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Published By: Genesys APAC     Published Date: Jun 14, 2020
Centres are no longer “call centres.” They are “contact centres” operating in an omnichannel world. They must handle a growing array of contacts that go well beyond phone calls to include email, chat, text/SMS, social media and more. They need robust performance management capabilities that ensure a great customer experience and employee engagement. And they must move fast — with agility at the micro level for handling each contact and at the macro level to respond to new business needs and market trends. Contact centres must look at different customer service technologies that enable them to go far — fast — building applications that leverage APIs or extending solutions in a variety of ways through integrations and application marketplaces. Download this white paper to learn: How to overcome the legacy of “build vs. buy” Advantages and disadvantages of each approach Specific use cases for each option
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Genesys APAC
Published By: Genesys APAC     Published Date: Jun 14, 2020
Success is defined by the quality of your customer relationships. Outdated infrastructure hinders your ability to deliver consistent service across all channels and touchpoints. With rising customer and business demands, you might not have time to wait and see what long-term options a vendor will offer, and when. Proven, market-leading customer experience solutions let you optimize customer engagement across existing channels. And with a partner who’s focused on both innovation and your success, you can future-proof your business as it evolves. Read this executive brief to learn how to incorporate an open, stable and proven customer experience platform—and provider. Discover the advantages of a proven prescriptive migration methodology that will guide your successful customer experience transformation, including: Establishing a solid foundation for customer engagement channels and touchpoints as they emerge Extending omnichannel engagement across departments and processes outside of
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Genesys APAC
Published By: Genesys APAC     Published Date: Jun 14, 2020
Queue-based routing was the model of efficiency when it was first introduced 40+ years ago. With the addition of digital and self-service channels, and with customers using multiple channels (sometimes within a single interaction), contact centres are now constrained by this approach.
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Genesys APAC
Published By: Genesys APAC     Published Date: Jun 15, 2020
Centres are no longer “call centres.” They are “contact centres” operating in an omnichannel world. They must handle a growing array of contacts that go well beyond phone calls to include email, chat, text/SMS, social media and more. They need robust performance management capabilities that ensure a great customer experience and employee engagement. And they must move fast — with agility at the micro level for handling each contact and at the macro level to respond to new business needs and market trends. Contact centres must look at different customer service technologies that enable them to go far — fast — building applications that leverage APIs or extending solutions in a variety of ways through integrations and application marketplaces. Download this white paper to learn: How to overcome the legacy of “build vs. buy” Advantages and disadvantages of each approach Specific use cases for each option
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Genesys APAC
Published By: Genesys APAC     Published Date: Jun 15, 2020
In a survey conducted by Accenture, 66% of people said they quit doing business with a company because of a negative experience. Customer service is a key competitive differentiator. No business can afford to deliver anything less than an exceptional customer experience (CX). Stuck with a legacy ACD, PBX or telephony call centre? Fortunately, there’s a clear-cut solution. Here are four tips to help you transform your call centre into a next-generation omnichannel engagement centre: Assessing your current situation Determining the business benefits Selecting a deployment approach Updating your customer engagement environment
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Genesys APAC
Published By: Genesys APAC     Published Date: Jun 15, 2020
It’s time for a smarter contact centre solution that supports an omnichannel experience, spans your entire customer journey and harnesses the power of your data. Move beyond the limitations of queue-based routing and eliminate obstacles that hinder your customers and employees. Take the first step in finding the right contact centre solution with 10 key capabilities, including: The best desktop environment for agents to manage conversations across channels Workforce management software that provides the right mix of information, support and workforce optimisation tools to meet customer expectations Predictive performance that continuously improves business results by directing customer interactions to resources that are predicted to deliver the best outcome
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Genesys APAC
Published By: Healthgrades     Published Date: May 12, 2020
Outside of an appointment or visit to a hospital, the contact center is the one channel that provides a 1:1 personal connection between a hospital and a customer. Running a healthcare contact center that works to improve the customer experience takes time and comes with its challenges. Based on 15+ years working with healthcare organizations around the US, we divulge the top four call center challenges faced by healthcare organizations and the four benefits of transforming your call center into a part of the organization's greater marketing strategy.
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Healthgrades
Published By: B Channels     Published Date: Jun 19, 2020
Have new applications or workloads slowed system performance? Need a way to deal with changing business needs quickly? Dell EMC Upgrades have you covered — at the speed you need.
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B Channels
Published By: pepperjam     Published Date: Feb 21, 2020
Burrow sought to reach new audiences and convert consumers into customers but they also wanted to avoid the high price tag of customer acquisition in traditional sales and marketing channels, like paid search, social, even PR.
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pepperjam
Published By: pepperjam     Published Date: Feb 21, 2020
With a belief that all women should live totally, unapologetically free, Knix pioneered underwear that empowered women to feel comfortable in their own skin. But challenged with the realities that many direct-to-consumer (D2C) brands face, the cost of sustainable growth in their primary sales channels was undermining their operating leverage. They were invested in affiliate marketing but the legacy approach was failing to deliver the results they needed from the channel.
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pepperjam
Published By: SAS     Published Date: Jun 03, 2020
COVID-19 has significantly changed consumer shopping behaviors. From stocking pantries with household products and nonperishable foods to increasing our online shopping, demand has shifted across product categories and channels. This has generated disruptions to the end-to-end supply chain for retailers and consumer packaged goods (CPG) companies. Suppliers are facing limited capacities, production lines are at risk of shutdowns and delays, distribution centers have reduced labor, transport capacity is strained, and demand patterns continue to be volatile and uncertain.
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SAS
Published By: Epsilon     Published Date: Mar 17, 2020
High-performance marketing is rooted in strong data, but not all data is equal. Having quality data is critical to maximizing your marketing’s effectiveness, making every customer and prospect interaction count. This guide will help you navigate and assess data quality in today’s complex marketing landscape. It outlines: Converging market trends and the need for high quality data Key criteria to consider when evaluating data quality Examples of data quality in action
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Epsilon
Published By: NEC     Published Date: Dec 16, 2009
The proliferation of communications channels has set expectations around cost and productivity benefits. Unified Communications (UC) is proffered as a way of helping bring them all together, but companies struggle to justify the business case for it. Against this background, how important is UC as an approach to streamlining communications, and how can businesses exploit it?
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nec, business communication, productivity, unified communications, uc delivery
    
NEC
Published By: Podium     Published Date: Mar 30, 2020
3 Reasons Your Business Needs It More Than You Think In the near future, businesses who don’t text will be looked at the same way as businesses without a website. Convenience is no longer a nice-to-have for consumers—it’s expected. In fact, nearly 80% of American consumers say that convenience is one of the most important elements of a positive customer experience. This guide covers how to offer: The most convenient interactions with your customers The speed to respond to customers’ demands The freedom to connect over your customers’ preferred channels
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Podium
Published By: Podium     Published Date: May 11, 2020
How can you set your business apart? • Lead generation is one of the biggest challenges businesses face. • With new channels for marketing and increased competition, converting leads is an even bigger lift. And it’s incredibly important. • 74% of companies say converting leads into customers is their top priority.
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Podium
Published By: Engagio     Published Date: Feb 11, 2020
The world of modern B2B marketing is being driven increasingly by personalization. Every buyer at a company has expectations that are informed by their B2C experiences, such as their recommended shows on Netflix or their recommended playlists on Spotify. Every buyer wants a seamless experience as they go through the buying process, and they want it to be bespoke -- tailored specifically to them, their interests, and their needs. But how do you provide this experience for all of your target accounts? The answer lies in orchestration. Orchestration is the coordination of activities, programs and campaigns across the entire revenue team. This empowers revenue teams to design and automate high-impact account-based plays across channels such as advertising, sales engagement, marketing automation, direct mail, and CRM.
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Engagio
Published By: B Channels     Published Date: Jun 19, 2020
De toekomst van opslag is hier IT is complexer dan ooit. Operationiële efficiëntie en een betere klantervaring zijn de belangrijkste drijfveren voor digitale transformatie. De oplossing: Dell EMC PowerStore. De baanbrekend nieuwe PowerStore-familie van Dell EMC elimineert traditionele compromissen in prestaties, schaalbaarheid en opslagefficiëntie, met een datacentrische, intelligente en aanpasbare infrastructuur. Lees nu dit ESG rapport met een korte introductie tot Dell EMC's PowerStore en de resultaten van ESG's testen gericht op VMware-integratie en de kenmerkende AppsON-functie, waardoor organisaties direct op de appliance VM's kunnen draaien zonder externe servers. Over Truedata Iedere organisatie maakt een transitie naar een Digital Enterprise. Databeschikbaarheid en data toegankelijkheid vormen de noodzakelijke voorwaarden voor een goed functionerende organisatie. IT is het middel om alle bedrijfsonderdelen optimaal resultaat te laten behalen. Truedata is volledig toegewijd a
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B Channels
Published By: StrongMail     Published Date: Jul 31, 2009
The rise of social media is intrinsically connected to email, which was itself the first social network. Email marketers must leverage this complementary channel to expand their reach beyond the email list, realizing the power of viral marketing in the social web.
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strongmail, social media, email marketing, emarketing, roi, swyn, networks, social networking, twitter, youtube, rich media
    
StrongMail
Published By: StrongMail     Published Date: Sep 08, 2010
With more than 500 million active users, Facebook can be an extremely effective channel for engaging customers around your brand. However, before you rush out to build a fan page, you need to first understand the best way to interact with them based on conversations about your brand that are already happening on the social web.
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strongmail, email, facebook, channel, social networking
    
StrongMail
Published By: Neolane, Inc.     Published Date: Sep 17, 2010
With more than three decades in the hotel marketplace, Grupo Posadas operates more than 104 hotels and 19,042 rooms in 50 beach and city destinations in Mexico, Brazil, Argentina and Chile. It's brands include AQUA, Fiesta Americana Grand, Fiesta Americana, Lat 19°, Caesar Park and Caesar Business, making Posadas the leading Mexican hotel operator in Latin America. Posadas selected Neolane's enterprise marketing software to improve segmentation and deliver consistent, personalized customer communications across e-mail and direct mail channels, while streamlining campaign management within its loyalty programs.
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neolane, grupo posadas, segmentation, loyalty, email, direct marketing, customer communications, loyalty
    
Neolane, Inc.
Published By: WhatCounts     Published Date: May 05, 2010
Lifecycle marketing is changing the way companies interact with prospects and customers through the email channel. This white paper explores five common questions and some ideas on how to jumpstart your lifecycle marketing efforts.
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lifecycle, email marketing, whatcounts, emarketing, roi, segmentation, nurturing, lead generation, compliance
    
WhatCounts
Published By: Pitney Bowes     Published Date: Apr 20, 2009
This Executive White Paper, sponsored by Pitney Bowes Marketing Solutions, a provider of web-based marketing automation solutions, examines the competitive advantages offered by marketing automation portals and the potential impact of these types of portals on marketing campaigns deployed in complex, rapidly evolving markets.
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pitney bowes, automated portals, marketing solutions, web-based marketing, competitive advantage, portal, channel marketing, sustainable, enterprise marketing, crm systems, crm, roi, partner, secure online marketing, marketing funds management, dashboard, list management applications, urls, seo, turnkey
    
Pitney Bowes
Published By: Cantaloupe     Published Date: Mar 30, 2010
Social media is all around us and has fundamentally changed the way many of us communicate--both personally and professionally. Video can make your social media better, and ultimately get more leads to your website. But how best to post, measure, and use to drive traffic to your website?
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cantaloupe, online video, social media, communication, facebook, twitter, seo, engagement
    
Cantaloupe
Published By: Mcorp Consulting     Published Date: Feb 17, 2010
See how the landscape of customer experience is being altered forever, as touchpoints continue to drive shifts in distribution, feedback and marketing channel control. In this whitepaper, you'll learn how making your touchpoints stronger, faster and smarter today will mean increased profits and stronger market positions tomorrow. (Plus 7 specific steps any company can take to improve customer experience today.)
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mcorp, customer experience, relationship lifecycle, loyalty, retention, bottom line, touchpoint marketing, touchpoint mapping, touchpoint management, touchpoint agency, customer experience strategy, customer journey mapping, touchpoint management, customer experience measurement, customer mapping, customer satisfaction measurement, crm
    
Mcorp Consulting
Published By: Campaigner     Published Date: May 26, 2010
Email marketing is one of the best performing marketing channels online. According to the DMA, for every dollar spent on email marketing, you can expect a return on investment of $43. But it's not as simple as sending an email to a list to get this sort of result.
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campaigner, opt-in, email marketing, emarketing, roi, email, newsletter
    
Campaigner
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