call centers

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Salesforce Field Service Lightning - POWERHOME Solar

Published By: Salesforce     Published Date: Nov 18, 2019
POWERHOME Solar deployed the Salesforce Field Service Lightning (FSL) mobile application for communication with agents in the field to supplant a legacy customer relations management (CRM) solution that was inefficient, had limited capabilities, and could not scale to support the company’s growth. Additionally, POWERHOME Solar needed to modernize its scheduling management and provide its field technicians with real-time mobile access to critical information. Without adding additional staff, the company was able to efficiently manage a 70 to 75 percent daily volume increase at call centers. POWERHOME was also able to avoid additional hires that would have been needed to support and upgrade the legacy system, saving the company almost three-quarters of a million dollars annually.
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Salesforce

THE CMO CLUB SOLUTION GUIDE: CONSUMER-FIRST MARTECH

Published By: Selligent Marketing Cloud     Published Date: Sep 24, 2019
Every company markets to consumers differently. From call centers to emails to apps and aggregator sites, orchestrating a relationship marketing strategy requires a bespoke collection of marketing technologies. Marketers have the budgets to spend on CRM, email, mobile and data management, but fitting these capabilities together and ensuring they work with legacy business systems is not easy.
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Selligent Marketing Cloud

Next Generation Call Center

Published By: Evariant     Published Date: Jun 18, 2019
In healthcare, a traditional call center experience can feel much like calling a cable company—detached, dull, frustrating. Personalized engagement is critical to the future of healthcare, but call center agents are often not given the tools to meet consumer expectations. Agents may be limited to a basic set of functions with minimal insights on patient journeys. Download this infographic which highlights the enormous opportunity healthcare providers have to modernize their approach to the call centers.
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Evariant

Help yourself: Boosting member satisfaction with intelligent selfservice capabilities

Published By: Group M_IBM Q2'19     Published Date: May 28, 2019
In our always-on, always-connected world, healthcare consumers expect instant access to customer service, not just from 9 AM to 5 PM. It’s often no longer good enough for health plans to staff call centers during standard business hours. Members today typically want to be able to log in and help themselves to the answers they need from self-service channels whenever they want — and they want the experience to be highly personal. One contact center benchmark study (see next page) revealed self-service channels can be a win-win for both businesses and consumers.1 When done well, self-service solutions can help businesses improve customer satisfaction while reducing costs. And consumers appreciate the convenience of getting answers quickly and efficiently.
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Group M_IBM Q2'19

Comdata call center reps get 12% more sales per hour with Gameffective

Published By: Gameffective     Published Date: Feb 26, 2019
Comdata Group is one of the world's largest business process outsourcing (BPO) providers. It operates hundreds of call-centers around the globe, with tens of thousands of employees offering, a variety of services, including sales and customer service. In a competitive BPO market, Comdata was looking for ways to increase the productivity and efficiency of its agents. It looked for a unified solution that would successfully engage employees, drive higher accountability and better focus them on their performance. Using Gameffective's platform, Comdata deployed gamified, real-time performance management. This process provides employees with the ability and motivation to self-track their performance against goals and benchmarks, and offers just-in-time coaching based on their needs. The results were impressive: 12% increase in sales per hour, and significant reductions in both new-hire learning curves and in ongoing training time. Read the case study to learn how Comdata: Increased emp
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Gameffective

The Truth About Cloud in Small Contact Centers

Published By: Genesys     Published Date: Feb 12, 2019
What if the cloud could radically improve your customer’s experience, your operations, and your bottom line? There’s a reason why many organisations are taking advantage of the benefits of cloud for contact centers. This eBook, focuses on two profiles for small contact centers, small business and small of large – a small contact center that is part of a much larger enterprise. Get key insights from independent market research that will help you make a case to take your customer communications platform to the cloud. With the right solution, your business can benefit from enterprise-quality capabilities at a price you can afford. And you can realise a return on investment in as little as three months! Download this eBook and learn: How to calculate ROI and time-to-value in different types of small contact center profiles What factors to consider when selecting a cloud vendor Three common myths about the cloud
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Genesys

TDWI Best Practices Report: Operationalizing and Embedding Analytics for Action

Published By: SAS     Published Date: Jan 04, 2019
As the pace of business continues to accelerate, forward-looking organizations are beginning to realize that it is not enough to analyze their data; they must also take action on it. To do this, more businesses are beginning to systematically operationalize their analytics as part of a business process. Operationalizing and embedding analytics is about integrating actionable insights into systems and business processes used to make decisions. These systems might be automated or provide manual, actionable insights. Analytics are currently being embedded into dashboards, applications, devices, systems, and databases. Examples run from simple to complex and organizations are at different stages of operational deployment. Newer examples of operational analytics include support for logistics, customer call centers, fraud detection, and recommendation engines to name just a few. Embedding analytics is certainly not new but has been gaining more attention recently as data volumes and the freq
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SAS

Rubrik Cloud Data Management: Technology Overview & How it Works

Published By: Rubrik EMEA     Published Date: Jan 04, 2019
Rubrik Cloud Data Management is a single, unified software platform to manage your physical, virtual, and cloud data. With Rubrik, enterprises can drastically simplify their data protection processes, automate workflows, and migrate data to the cloud. The results are powerful: faster recoveries, easier management, no forklift upgrades, and hard dollars saved for other projects. Organizations pursuing cloudfirst policies can use Rubrik to archive to the cloud, create cloud DR capabilities, or perform cloud-native backup. And with Rubrik’s Polaris SaaS platform, it has never been easier to unify data across data centers and clouds, simplifying operations and governance. DATA
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data, cloud, application, management, software, databases, servers, user, sql
    
Rubrik EMEA

Lessons in Personalization: What Healthcare Can Learn from Retail Call Centers

Published By: Evariant     Published Date: Nov 20, 2018
As the healthcare landscape continues to move toward a customer-centric approach, there’s a lot healthcare can learn from retail. More specifically, lessons from retail call centers offer the healthcare sector best practices to provide better personalization in their engagements with consumers and patients – before and after clinical encounters. This guide explores three ways retail call centers provide experiences that healthcare leaders can incorporate to provide the personalization needed to impact consumers in today’s evolving healthcare marketing landscape.
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patient engagement, call center, healthcare crm, patient experience, patient acquisition, healthcare transformation
    
Evariant

How to Create the Best Shopping Experience for your Lawn and Garden Customers

Published By: Epicor     Published Date: Oct 29, 2018
Times are changing. Consumer’s attitudes towards gardening have changed dramatically in recent years. The garden and landscape industries are still powerful draws, but competition for consumers’ attention is fierce-successful garden retail centers must adjust to these changing times. In this whitepaper, written by retail garden and hardware industry expert Ian Baldwin, explains the importance of customer loyalty by understanding and adapting to the new ways customers shop by matching the in-store experience to today’s buyers’ needs. View this whitepaper written by industry expert to learn how to create the best shopping experience for your lawn and garden customers.
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customer loyalty, customer engagement, garden retail, garden center customers, customer loyalty, customer satisfaction, online merchandising
    
Epicor

Transforming Yesterday’s Call Center into Tomorrow’s Engagement Center

Published By: Evariant     Published Date: Jul 02, 2018
Every consumer or patient call into a health system’s call center is an opportunity to create a highly-personalized experience that ensures patient loyalty and extends patient lifetime value. Healthcare providers have a tremendous opportunity to invest in solutions and processes that can transform their call center into a profit center by driving smarter patient engagement. Yet, the majority of call centers today do not deliver the robust, personalized support capabilities today’s patients and consumers expect, and the current healthcare marketing environment demands. Download your free copy of this eBook to learn how to make the transformation from traditional call center to strategic patient engagement engine that drives growth in patient acquisition and lifetime patient value.
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patient experience, call center, improved care continuum, access center, customer experience, patient journey
    
Evariant

The Guide to Multi- Dimensional ADC Scaling for Digital Transformation

Published By: Citrix     Published Date: Jun 15, 2018
The world of IT is undergoing a digital transformation. Applications are growing fast, and so are the users consuming them. These applications are everywhere—in the datacenter, on virtual and/or microservices platforms, in the cloud, and as SaaS. More and more apps are now being moved out of datacenters to a cloud-based infrastructure. In order for an optimized and secure delivery of these applications, IT needs specific network appliances called Application Delivery Controllers (ADCs). These ADCs come in hardware, virtual, and containerized form factors, and are sized by Network Administrators based on the current and future usage of applications. The challenge with this is that it’s hard to foresee sizing or scalability requirements for these ADCs since users are constantly increasing, and applications are consistently evolving, as well as moving out of datacenters. Complicating matters, most ADCs are fixed-capacity network appliances that provide zero or minimum expansion capability
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Citrix

Enhancing Customer 360 with Data Analysis & Visualization

Published By: AWS - ROI DNA     Published Date: Jun 12, 2018
Achieving a 360-degree view of customers has become increasingly challenging as companies embrace omni-channel strategies, engaging customers across websites, mobile, call centers, social media, physical sites, and beyond. Learn how software solutions in AWS Marketplace can automate data lake analysis, enabling self-service platforms for analysis that expand and enhance personalization while deepening customer understanding so you can spend more time acting on insights.
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AWS - ROI DNA

Call Center Fraudsters: Part I Unmasked

Published By: Pindrop Security     Published Date: Apr 26, 2018
As fraudsters grow in sophistication and experience, they often aren’t acting alone. Syndicated crime rings are big business around the world. In the fraud economy, different fraudsters specialize in different aspects of the attack, from gathering data and creating profiles of targeted victims, to socially engineering call center agents, to creating tools like robotic dialers. These fraudsters might work alone, selling their skills on the black market. In other cases, fraudsters are running entire call centers overseas dedicated to executing attacks.
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Pindrop Security

Call Center Fraudsters: Part I Unmasked

Published By: Pindrop Security     Published Date: Apr 26, 2018
As fraudsters grow in sophistication and experience, they often aren’t acting alone. Syndicated crime rings are big business around the world. In the fraud economy, different fraudsters specialize in different aspects of the attack, from gathering data and creating profiles of targeted victims, to socially engineering call center agents, to creating tools like robotic dialers. These fraudsters might work alone, selling their skills on the black market. In other cases, fraudsters are running entire call centers overseas dedicated to executing attacks.
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Pindrop Security

Transforming Yesterday’s Call Center into Tomorrow’s Engagement Center

Published By: Evariant     Published Date: Apr 09, 2018
Every consumer or patient call into a health system’s call center is an opportunity to create a highly-personalized experience that ensures patient loyalty and extends patient lifetime value. Healthcare providers have a tremendous opportunity to invest in solutions and processes that can transform their call center into a profit center by driving smarter patient engagement. Yet, the majority of call centers today do not deliver the robust, personalized support capabilities today’s patients and consumers expect, and the current healthcare marketing environment demands. Download your free copy of this eBook to learn how to make the transformation from traditional call center to strategic patient engagement engine that drives growth in patient acquisition and lifetime patient value.
Tags : 
patient experience, call center, improved care continuum, access center, customer experience, patient journey
    
Evariant

Deliver Customer-Centric Experiences with Proactive Call Centers

Published By: Evariant     Published Date: Apr 09, 2018
If you're going to commit to providing the highest quality care to patients, improving the customer experience and providing proactive service that builds lifetime relationships with patients is a requirement. By creating a comprehensive 360 view of the caller, agents are armed with the right context and talking points to provide a highly personalized, more informed experiences on-the-fly. Watch this presentation to capitalize on every customer interaction to build deeper, more personalized relationships with their prospects and existing patients, effectively transforming the call center into a profit center. Watch the presentation now.
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patient experience, call center, improved care continuum, access center, customer experience, patient journey
    
Evariant

Stopping the Surge of Card Not Present Fraud in Retail Call Centers

Published By: Pindrop Security     Published Date: Mar 21, 2018
A TOP GLOBAL RETAILER PARTNERS WITH PINDROP TO ELIMINATE 80% OF CALL CENTER FRAUD
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Pindrop Security

Call Center Fraudsters: Part II Defeated

Published By: Pindrop Security     Published Date: Mar 21, 2018
For a long time, the phone channel was thought to be isolated and less important to defend, when compared to the physical and online channels. The general consensus was that fraudsters could only steal so much over the phone, and it had little impact on fraud across the rest of the organization. But those assumptions are wrong, and they’re becoming grossly inaccurate as technology evolves. The phone channel is now more vulnerable and exploitable than ever before, as annual fraud loss is now a $14 billion problem. Between aggressive fraud rings, social engineering and sophisticated techniques, vulnerable call centers are feeling the sting. Legacy and stand-alone solutions won’t stand up to the perseverance and lengths to which fraudsters are willing to go.
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Pindrop Security

Call Center Fraudsters: Part I Unmasked

Published By: Pindrop Security     Published Date: Mar 21, 2018
As fraudsters grow in sophistication and experience, they often aren’t acting alone. Syndicated crime rings are big business around the world. In the fraud economy, different fraudsters specialize in different aspects of the attack, from gathering data and creating profiles of targeted victims, to socially engineering call center agents, to creating tools like robotic dialers. These fraudsters might work alone, selling their skills on the black market. In other cases, fraudsters are running entire call centers overseas dedicated to executing attacks.
Tags : 
    
Pindrop Security

eBook: The Truth About Cloud in Small Contact Centers

Published By: Genesys     Published Date: Feb 27, 2018
What if the cloud could radically improve your customer’s experience, your operations, and your bottom line? There’s a reason why many organizations are taking advantage of the benefits of cloud for contact centers. This eBook, focuses on two profiles for small contact centers, small business and small of large - a small contact center that is part of a much larger enterprise. Get key insights from independent market research that will help you make a case to take your customer communications platform to the cloud. With the right solution, your business can benefit from enterprise-quality capabilities at a price you can afford. And you can realize a return on investment in as little as three months! Download this eBook and learn: • How to calculate ROI and time-to-value in different types of small contact center profiles • What factors to consider when selecting a cloud vendor • Three common myths about the cloud
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ebook, cloud, customer experience
    
Genesys

4 Lessons for Delivering Effective Social Customer Care

Published By: Sprinklr     Published Date: Jan 05, 2018
Long wait times, dropped calls, repeating a single problem dozens of times – one could write a novella about the countless pain points of customer service. To customers, these pain points are, well, painful. To companies, they’re a necessary part of doing business. When you’re a multibillion-dollar brand with hundreds of locations worldwide, scale equals survival. Call centers are the epitome of scale. Fixated on efficiency, many companies forget what it’s like to be on the other end of the line. They forget about the customer experience.
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Sprinklr

Cloud Contact Centers Gaining Share

Published By: Schneider Electric     Published Date: Nov 20, 2017
The migration of contact centers from on-premises to the cloud is well underway and dramatically changing how companies deliver customer experience. That is the most important finding in a new 8x8-CCNG survey of 154 contact center customers conducted in the U.S. and U.K. The survey suggests three quarters of companies have recognized the value of the cloud, with 25% of contact centers having fully deployed cloud today and another 28% partially transitioned. In addition, 21% have plans to migrate within the next year.
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Schneider Electric

Scale-Out Data Protection; How it promises to revolutionize recovery capabilities for enterprises

Published By: Commvault ABM Oct     Published Date: Nov 13, 2017
It appears that agility and efficiency are coveted by basically everyone involved in protecting and managing data- especially those people struggling to simultaneously keep up with sprawl and meet ever-heightening expectations. One answer to these storage-related challenges centers on introducing a software-defined layer that abstracts and normalizes underlying storage repositories while still enabling already-deployed best of breed componentry to do what it does best.
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data protection, scaling, recovery capabilities, enterprise management, storage, organization, commvault
    
Commvault ABM Oct

DRM PeopleSoft Adapter Product Overview

Published By: Datavail     Published Date: Nov 03, 2017
“One of the most popular MDM solution is Oracle Hyperion Data Relationship Management. Oracle DRM is used to resolve the challenges across the people, processes, and tools that go into the tasks of data management. Although Oracle DRM is a powerful software, it nevertheless presents challenges for organizations seeking to integrate it with other Oracle applications such as PeopleSoft Financials – DRM is unable to automatically push updates made within its system to PeopleSoft. As a result, changes in DRM to cost centers, project centers, trees, and hierarchies must be manually updated in PeopleSoft Financials – a tedious process that can take hours every day. The good news is that these challenges can be easily addressed with the support of partners such as Datavail.
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Datavail
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