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5 Ways To Scale Your Twitter Support
Use Twitter as a way to proactively engage with customers to create positive experiences, resolve issues and build stronger loyalty.
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ICMI Survey Summary: Build a Mobile Customer Strategy for 2013 and Beyond
Read this whitepaper, sponsored by Voxeo, for highlights of ICMI's latest research and key benefits of developing a mobile strategy for 2013 and beyond.
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Unified Self-Service: Delivering on the Value of Multi-Channel Customer Interactions
Consumer expectations for speed, convenience and on-demand information have skyrocketed. While speech and touch-tone driven self-service phone portals are now commonplace, few companies have adapted their communication and support strategies to take advantage of the widespread adoption of additional interaction channels such as SMS, IM, mobile web, and even social networks like Twitter. Learn how your company can enhance service, lower costs and increase revenue by expanding the ways in which you communicate with your customers.
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The Power of Personalization: Optimizing Customer Self-Service for Increased Loyalty and Cost Savings
Engaging customers in streamlined and relevant interactions enhances the customer experience, increases loyalty and improves adoption of self-service channels. Understand trends driving demand for personalized customer service, the business impact and more.
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The Ins and Outs of Outbound IVR
Outbound IVR and SMS offers companies the ability to provide proactive customer service, deliver important notifications, expedite collections and more. Explore the business case for outbound and the critical success factors you need to know about before getting started.
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Best Practices in Outbound Customer Interactions
Companies worldwide use Voxeo to deliver timely, targeted outbound notifications and reminders. This paper outlines eight best practices for the delivery of successful outbound IVR and SMS campaigns.
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9 Critical Capabilities to Demand From Your IVR Cloud Hosting Provider
Contact centers are faced with the conflicting customer support goals of improving customer retention and loyalty while lowering operational costs. Cloud hosting offers quick startup, instant access to new features, on-demand scalability, affordable disaster recovery options and significantly reduced capital outlay. Learn nine important characteristics to look for in an IVR cloud hosting provider.
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Hampering the Human Hacker and the Threat Of Social Engineering
Social engineering, or “human hacking", is on the rise as a way for thieves to gain access to private customer data and accounts. The statistics are alarming. For instance, the global cost of fraud and identity theft is now estimated to be over $200 billion per year. Learn more and find out what you can do to protect your customers and your business.
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Maximizing Customer Value with Proactive Outbound Contact
This paper by Ovum analyst Keith Dawson takes a look at some of the new ways that proactive outbound can add value to your customer relationships. Keith shares how outbound notifications have evolved, data on customer preferences and best practices.
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Opus Research Advisory: Hosted Voice Biometrics -- Key to Scale and Flexibility
Many companies are turning to voice authentication in the cloud as an attractive option that eases adoption, improves scalability and enables pay-per-use pricing. Read the Opus Research Advisory by Sr. Analyst, Dan Miller.
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Cashing in on the Customer Experience: 7 Steps to Revolutionize Your Bank’s Customer Service Strategy
For Financial Institutions, the ability to efficiently and effectively engage and serve customers will prove to be a major competitive differentiator that results in increased customer acquisition, loyalty and lifetime value. Learn the 7 steps you should take now to implement customer experience improvements that impact the bottom line.
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Healthcare Trends for 2013: Renewed Focus on the Customer Experience
Delivering a best-in-class self-service experience is a big enough challenge on its own. Healthcare companies have the added responsibility of securing sensitive information, complying with stringent HIPAA regulations and controlling costs. Read our whitepaper to understand critical features and expertise to look for when deploying self-service in healthcare.
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5 Steps to Serving Customers in a Mobile World
Embracing the evolution to a contact center and communications strategy that serves the mobile customer is just the beginning. Effectively implementing such a strategy takes an understanding of how to build and manage customer relationships in an evolving, multi-dimensional communications landscape.
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