New! What Customers Really Expect from Interactions
Listen in as KANA, LiveOps, Verint, and AVOKE Analytics discuss what's driving higher customer expectations, the evolution of true omni-channel customer service, analysis of calls and identification of areas of high customer effort, reducing churn and helping circumvent customer issues before they happen, tracking the customer journey to prioritize and resolving the most pressing problems, improving agent productivity with the best CRM and CEM tools, and leveraging social channel integration in the contact center to elevate the customer experience.
New! LiveOps CRM Integration
LiveOps CRM integration boosts your customer experience management at a fraction of the cost of traditional CRM and contact center integrations. With LiveOps CRM integration, you have seamless operation between LiveOps Cloud Contact Center and leading CRM solutions such as Salesforce, Microsoft Dynamics, and Sugar CRM, providing your agents the data they need to perform successful customer interactions.
New! Best Practices of Using Remote Agents to Improve Direct Marketing Conversions
An outsourced remote agent solution is an innovative, cost-effective approach to meeting unpredictable and specialized call center requirements. To better understand the benefits of using virtual, remote agent solutions to handle specialized calls, we delve into a case study of how AEGON Direct Marketing Services – a leading direct marketer of life and supplemental health insurance and fee-based programs – is using remote agents to realize competitive advantage today.
The Contact Center Transformation is Happening; Are you Investing Wisely?
Join Melissa O'Brien, Research Analyst, WW Contact Center Services at IDC and Vince Pham, Director of Product Management at Salesforce.com as they explore the key factors in transforming the contact center to meet today's challenges, and prepare for tomorrow's opportunities. George Matar, Senior Director of Product Marketing, LiveOps also joins to discuss how this transformation is being enabled by the contact center in the cloud.
Ovum Decision Matrix - September 2013
This newest report from the analyst group at Ovum explores the marketplace for hosted contact centers services in the US, with particular emphasis on the ability of service providers to handle multichannel customer interactions. Ovum selected vendors that have the capacity to route at least one interaction channel beyond voice and have at least 10,000 deployed agent positions in the US, advising readers which vendors businesses should explore, consider, and – most importantly – shortlist.
CRM vs. CEM: Why not both?
Businesses have a need to create a balance between delivering a great customer experience and achieving operations excellence so they can do more with less. Extending the CRM solution beyond its traditional function can fuel your Customer Experience Management and positively impact your operations bottom-line. In this on-demand webinar you will hear Barton Goldenberg, Founder and President of ISM, Inc., and George Matar, Senior Director of Product Marketing for LiveOps as they discuss ways to extend your CRM investment to provide a better customer experience and help your organization achieve more with less.
5 Secrets: Build Your Sales Pipeline and Keep It Growing
Shhhh…want to know a sales secret? How about five of them! Transform your sales strategy with FIVE easy-to-implement steps that will increase your qualified sales leads, improve your sales force productivity, and create better customer engagement. In this eBook you will explore a new methodology to implement an integrated solution, which will significantly increase your sales pipeline with the least amount of efforts!
How to improve your bottom line through a better agent experience
The results are in! Multichannel Agents, or Super Agents, when empowered with the right technology, can increase productivity, deliver social customer service, mitigate risks, improve customer experience, and ultimately increase customer lifetime value. Read this eBook to see how your agents can easily make a positive revenue impact.