When it comes to Voice of the Customer (VOC) programs, B2B organizations are often behind the curve, adopting best practices and innovations more slowly than B2C companies. However, the expectation for B2B companies to deliver exceptional experiences is the same, if not higher, than their B2C counterparts. Prior to working with Concentrix, Fastly faced many of the common challenges B2B organizations encounter when using a “do-it-yourself” VOC software platform: A heavy focus on reporting and bra

As contact center needs and pain points have evolved, so have contact center buying processes. This document will help you and your team narrow the field, with detail on the full impact your proposed CCaaS platforms can make on your operations, plus open-ended probing questions that get you better, more insightful responses than a simple “yes”. This guide covers: Omnichannel & Inbound.

The SaaS business model, which runs on recurring revenue, needs Customer Success to survive. As such, people are looking for answers on how to nail their Customer Success initiatives. Whether you’re finding yourself asking “what is Customer Success?” or you’re a seasoned practitioner, this resource is for you. In this guide, we distill down the vast learnings, expertise, and experience that our team of CS executives and professionals have amassed over a decade of working in various roles in the

International, multi-channel retailer Orvis is known for superior outdoor equipment and customer satisfaction. Delivering white glove customer service to millions worldwide is a challenge, so Orvis turned to Khoros CX Insights to help identify and resolve friction points in the customer experience. With CX Insights, Orvis was able to quickly categorize and analyze support inquiries to identify areas for improvement in their contact center, website, and email cadence.

The biggest challenge facing Contact Centers is understanding what customers expect. With today’s ever-changing customer expectations, dynamic market realities, and aggressive competitors, the onus is on organizations to quickly understand where they are successful and where they fall short. Just as importantly, they need to maximize whatever advantages they have and eliminate any issues and shortcomings.

Scorecards are the foundation of your QA program––and understanding your customer experience. Whether you're building one from scratch or rethinking your existing scorecards, this guide is here to provide insights into everything you need to know.

People are itching to get back into the world. 54% of consumers say they plan to dine out at a restaurant at least once a week this year. As COVID-19 restrictions ease, the competition for their business is stronger than ever. Download this eBook today to learn how your restaurant can be prepared!

With more and more customer journeys and interactions shifting to digital channels, the digital experience is becoming the key differentiator for brands competing in today’s experience economy. In this paper, we consider four areas to explore as you adjust to compete in this new digital era, so you can set your sights on delivering customer experiences beyond the new normal, and for the new exceptional.

What does it really mean to be customer-centric? In this guide, we dissect the buzzword, show you real-world examples of truly customer-centric brands, and give you tactics that you can leverage to lead customer-centricity at your organization.

Digital omnichannel customer service. Haven’t heard of it yet? Your competitors probably have. This guide will answer all your digital omnichannel questions and help you to structure your digital customer journey around the needs and preferences of today’s consumers.

This large-scale North American survey explores changes in expectations over the last year. You’ll learn: What consumers expect from restaurants and food service establishments. How habits are solidifying. Where to focus efforts to drive the greatest impact.

In the intersection of language and technology, we have to ask: what role has technology played in the problem of a gender gap? We took a look at Automatic Speech Recognition (ASR) data from ourselves and our competitors to see what evidence there is of a gender gap in ASR. Read on in this study to find out more about how this data shows the accuracy of the gap.

A cloud-based contact center is smart, flexible, and scalable. Plus, it means agents can work remotely. It’s simple and involves a few steps that take less than 10 minutes each. Our team can take care of you! Check out the eBook to learn more.

Two-way engagement means creating opportunities for conversation. Go beyond the obvious step of responding to complaints and comments; your customers want and deserve more than that. Implement these four tips to boost your two-way engagement.

Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools?

TTEC

Today’s customers want to be met on the channel of their choice with experiences that are both personal and unique. Meeting these needs means delivering relevant experiences through the right technology such as messaging. Discover three ways to improve business outcomes by deploying messaging and AI to meet these expectations. Learning objectives: Create genuine connections through channels consumers prefer.

Delighted

2021 is here! Stay ahead by checking in on your customers to get crucial insight on how you can continue to make their shopping experience comfortable and effortless during COVID-19 and into the new year - no matter where they make their purchase.

Improving lead efficiency is critical to driving profitability for your outbound contact center. By analyzing the right reporting metrics to get your true CPA, you can use smart dialing strategies in real time and dramatically improve contact rates.