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Consumers expect outstanding on-demand service from the organizations they do business with,using the channels they prefer (including voice, video, text, and chatbots), with agents that are professional, knowledgeable, and empowered to help them. At the same time, work-from-home (WFH) and work-from-anywhere (WFA) trends are creating new opportunities — as well as some new challenges — for businesses.In this book, you find out how a next-gen cloud contact center can help your organization deliver the experiences your customers demand, what a modern cloud contact center looks like, and how you can implement the contact center of the future in your organization today.
With an estimated 92% of the virtual workforce expecting to work from home indefinitely, companies must put a long-term strategy in place for managing remote worker technology failures that impact customer experience and workforce productivity.This eBook, 12 Tips for Flawless Customer Experience Across Remote Workforces , highlights the 12 most critical and actionable steps that contact center operations and IT teams can take to detect and prevent such failures.
KEY TAKEAWAYS:How to increase the adaptiveness and agility of your organization in the times of a constantly changing business environment. How to keep your team members motivated and performing at peak efficiency when working from home.How low-code and AI technologies can become the key success enablers that will help your business survive during a recession.
KEY TAKEAWAYS:What tech solutions businesses should invest in to reduce overall expenditure, produce a quick ROI and promote digital transformation.How to increase the agility and flexibility of your organization to change business models quickly in response to sudden market shifts.Key questions that CIOs and digital leaders need to answer in order to prepare for future disruptions.
KEY TAKEAWAYS:What actions should CIOs and Digital Leaders take in response to COVID-19 pressuring shifts in the future of work.How to ensure that your team's workplaces are both productive and safe.How to promote employees wellbeing with the help of Creatio's low-code platform for process management and CRM.
KEY TAKEAWAYS:What are the key pillars of a winning digital strategy for 2021.How to foster a digital culture within your company to roll out changes in a flexible manner while facilitating a cross-departmental cooperation.How to bolster your digital transformation initiatives with the help of low-code technology.
KEY TAKEAWAYS:Why it's essential for businesses to keep accelerating customer experience (CX) in 2021.What are the key elements of a comprehensive and effective CX strategy in these tumultuous times.What are the most prominent emerging CX trends in the coming years.
KEY TAKEAWAYS:What are the core elements of a low-code company that help Digital and Business Leaders to take a strong ownership of technologies used in their organization.How to revise your digital strategy to create an effective framework for decision making and action taking over the long-term period.How to facilitate cross-departmental alignment and simplify workflows with the help of low-code technology.How to build the culture of decision-making freedom, where your employees are empowered with the right tools and technology to the company’s benefit.What are the key features you should pay attention to while choosing a low-code platform that fits your organization needs.
KEY TAKEAWAYS:How to adapt quickly to market changes and digitize your business processes despite external pressures like COVID-19.How to empower your employees to create helpful solutions without IT experts.How to foster better collaboration and maintain a high level of productivity of your employees by creating an effective digital environment.
KEY TAKEAWAYS:How to react quickly to the current crisis and adapt business models to the new realityHow to advance your organization's processes and reach new heights of efficiency after the COVID-19 outbreakHow to prepare your business to accommodate recent market shifts and ensure growth despite rapid changes.
KEY TAKEAWAYS:What are the advantages of integrating low-code/no-code development into a business strategy?How can low-code/no-code development be applied in day-to-day processes?How low-code/no-code development can be compared to traditional methods?
KEY TAKEAWAYS:The market for low-code platforms is growing by an estimated 40% annually, with spend expected to surpass $21 billion by 2022.65% of application development activity will be low-code by 2024.By 2020, 70% of enterprises will have citizen development policies in place.
Read up on how to weather the storm when customer demands rain down.Learn how to use the right mix of digital channels, AI, and automation to maintain service levels when traffic spikes.Download the eBook for technology best practices to help you:• Alleviate the need for a live agent to handle every interaction• Improve contact center KPIs during high interaction demands, including average handle time and customer satisfaction levels• Provide timely, effective agent support for faster resolutions and better CX
If your organization is among the 115M daily Microsoft Teams users or generally relies on the Microsoft 365 platform, it’s safe to say that anytime a performance or service delivery issue arises, the impact on productivity and profitability is material. In short, you need Microsoft 365 not just running, but running well. In this eBook Martello examines: • The challenges of troubleshooting Microsoft 365. • The need for proactive service quality management by correlating end-to-end data. • The high-level metrics and data points that are useful in providing Microsoft 365 insight. • How to leverage these insights to achieve proper response and remediation.
How can your contact center become more adaptive and 'future-ready'?This new Aberdeen eBook has all the latest guidance to help you manage potential risk factors and future impact events with a strategic approach.Download your copy to learn:• How to maximize data quality to shift from a reactive contact center to a proactive one• How to use analytical insights in a timely and efficient manner to stay ahead of the game• How to make a business case for becoming proactive, using metrics like customer satisfaction, productivity gains, and service costs
Get the latest data from Aberdeen’s expert analysts.Want to build a business case for remote work in your contact center? Look no further than this new guide from Aberdeen. Their researchers assessed contact centers that implemented successful remote work policies pre-Covid—and now they’re dropping the latest results and insights right here.Download the guide to see:• What the overall benefits are for contact centers that implemented remote work pre-Covid• Why you need to adopt specific strategies to see those benefits in your own contact center• How to assess which roles should be performed remotely in your contact center
Does your digital reputation and security of your customers’ information keep you up at night? Even while it helps your business, moving to cloud adds layers of concern and new challenges to meet the needs of an increasingly demanding audience.As customer data continues to be a huge component of business growth, companies need to find a way of protecting both themselves and their customers. The digital trust that companies can inspire by excelling in privacy and security, will become a key differentiator. For an experience to be truly remarkable, customers need to feel informed, protected, and safe during every stage of the customer journey. Defending the customer can be done.
New cloud models provide a transformation opportunity to reduce the time your IT teams spend building and managing infrastructures. Rather than burden your IT manager managing software from the cloud let your staff manage users, permissions and costs by themselves . Learn how you can “Optimize costs and improve competitiveness with cloud communications and collaboration” in this ebook.
Social media has re-defined the rules of customer service and engagement. Not all social networks are made alike and brands must understand the intricacies of each social network in order to provide the best possible customer experience. Read this eBook for tips and tricks on how to smart technology can help you to succeed in the social customer service arena.
No other technology improves KPIs quite like analytics. Learn why in our new eBook. What if you could identify and act on customer trends in your contact center before they impact service?With customer contact analytics, you can. The experts at ContactBabel tell you how in this new eBook. It’s filled with insight on how to use analytics to:• Increase customer loyalty• Lower operating costs• Improve sales effectiveness• Amplify coaching and training