customer training

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Published By: KPMG     Published Date: Jul 31, 2019
HRs unique role in a company in terms of hiring, training, and ongoing engagement with the broader employee base, positions them to be a game changer in the customer experience strategy. Find out HR's critical role in elevating the customer experience. Read this report to discover: the CHROs changing role ways in which innovative technologies, like D&A and AI, are powering HR steps CHROs can take to ensure their organisations are hiring the right people and training them to succeed in the customer-centric world.
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KPMG
Published By: ttec     Published Date: Oct 01, 2019
In an age of tech-savvy customers and self-service channels, do companies still need to invest in contact centers and staff to provide support? The answer is, yes. Consumers have been trained to find the information they need on their own online or with their mobile device. But when they do pick up to the phone and reach out to customer service, they expect representatives to solve what are often complex questions. They expect human interactions. This enormous shift in which customer service representatives are perceived as a last resort puts increased pressure on contact center associates who already have the odds stacked against them. The staff must be trained to quickly handle issues that frequently require access to a wide variety of information, but a lack of investment means many associates are often unprepared and lack the right resources to help customers. To change the outcome, customer service representatives need the right training and tools to not only understand the issue,
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ttec
Published By: Genesys     Published Date: Jun 19, 2019
Your agents embody your brand with every customer contact. Its up to you to make them more successful in engaging customers, dealing with customer challenges and avoiding burnout that leads to attritions. Read this ebook and see how to turn your customer service agents into customer experience heroes. Youll learn: Three success strategies that Genesys CX Heroes use Skills every agent should have Key training tips Benchmarking strategies to measure customer service and customer experience
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Genesys
Published By: Rosetta Stone     Published Date: Jan 23, 2018
With global opportunities on the rise,. having a multilingual workforce has become a critical market success factor. Language proficiency and awareness of a market's culture, local customs, and business traditions conveys respect for customers and colleagues, which leads to greater trust and improved business results. Businesses are providing language-learning resources that prepare employees to engage in these markets. Forbes Insights and Rosetta Stone surveyed 200+ executives globally to understand the impact of language training on companies and employees. Read this guide to learn the key themes and data from the report.
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Rosetta Stone
Published By: Genesys     Published Date: Oct 16, 2013
Enterprise Workload Management gets the right work to the right person at the right time, eliminating the outdated manual distribution of work model. Enterprise Workload Management finally gives organizations the ability to correlate the work that customer service interactions create in the front office -- with the best resource within the organization required to complete that work in the back office. Enterprise Workload Management ensures that the highest priority work is being handled by the right resource, and gives managers real-time visibility into when the work will be completed, as well as reports that show the outcomes of the work. Customers get notified when an order or application is processed instead of waiting to hear or having to repeated call back. Employees get specific coaching and training plans based on the results of their work.
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contact center, customer service, customer relationship management, technology, business process management, bpm, crm, enterprise applications
    
Genesys
Published By: VMware, Inc     Published Date: Oct 30, 2014
VMware vCloud Government Service provided by Carpathia is an enterprise-class hybrid cloud solution built on vSphere, which empowers government customers to leverage existing investments in applications and infrastructure. As a result, government agencies can avoid the cost and complexity of re-architecting and retraining sta for public cloud infrastructure that is radically dierent from what is in place today. Instead of operating a combination of onsite and osite IT environments and struggling to maintain both new and legacy applications and infrastructure, vCloud Government Service provides the right mix of internal controls with the ability to securely scale to meet demand for IT resources. As you contemplate migrating basic workloads and/or mission-critical and sensitive data to the cloud, be sure to address these top 5 considerations.
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hybrid cloud solution, enterprise-class hybrid, applications and infrastructure, it environments, sensitive data, it management, enterprise applications, data center
    
VMware, Inc
Published By: Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017     Published Date: Jul 11, 2017
Despite the rise in chat adoption, many organizations are still not providing the service their customers expect. Thats why its essential to follow proven best practices, including defining goals, identifying key metrics, and appropriately hiring and training staff. With these foundations in place, organizations can establish routing and queuing practices, before customizing the solution to meet their specific needs, and fine-tuning analytics to further improve performance. To learn more about how Oracle Chat Cloud Service can improve CSAT, customer loyalty, and revenue for your organization, visit oracle.com/goto/chatbestpractices
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home page support, faq escalation, points of right-channeling, frustration points, page headers and footers, business driver, chat channel, customer satisfaction, sales, productivity, hyperlinks, mobile users, screen real estate
    
Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017
Published By: Salesforce.com     Published Date: Oct 28, 2013
Just 7% of consumers say that customer service experiences they have with companies typically exceed their expectations. Now think about how you could succeed and profit as a business if you not only continually offered good service to your customers, but also frequently offered more than what they expected. Discover: The secrets to lining up your customer service with your brand. The best way to train employees. How to make employees feel good about giving great service. The significance of monitoring customer interactions. Which customer metrics you should pay attention to. The cheapest way to earn new customers. Download this ebook to learn what you need to do to give customers what they want and earn a customer for life!
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customer service, best practices, 6 secrets, managing expectations, employee training, metrics, customer interactions, customer interaction service, customer relationship management, customer satisfaction
    
Salesforce.com
Published By: Rackspace     Published Date: Apr 17, 2018
Controlling cloud costs is a leading challenge for enterprises at each stage of their cloud journey. Fortunately, companies utilizing a public cloud can benefit from the strategic partnership between Google and Rackspace. Google Cloud Platform is a state-of-the-art, cost-friendly public cloud, and Google has selected Rackspace as its first managed services provider for GCP, based on Rackspaces vast cloud expertise and dedication to a fanatical customer experience. With Managed GCP by Rackspace, companies can maximize their cost savings on Google Cloud while also saving on hiring, training and retaining top talent to operate their cloud operations. In this post we will focus on the ten most significant cost-saving opportunities.
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Rackspace
Published By: Spredfast     Published Date: Nov 15, 2018
Can chatbots provide a great customer experience? Watch how top brands automate social customer service practices. You'll learn how to enhance agent workflows and use AI to better connect with the people you care about most.
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social media customer support, social media manager, social media customer service, social customer service, media com customer service, social customer care, social media and customer service, customer service through social media, social media support, social media customer care, client management software, customer support software, social media management tools, social media monitoring, social media training, social media marketing companies, social media analytics, social media marketing, social media software, social media management software
    
Spredfast
Published By: CloudHealth by VMware     Published Date: Aug 22, 2019
Public clouds have fundamentally changed the way organizations build, operate, and manage applications. Security for applications in the cloud is composed of hundreds of configuration parameters and is vastly different from security in traditional data centers. According to Gartner, Through 2020, at least 95% of cloud breaches will be due to customer misconfiguration, mismanaged credentials or insider theft, not cloud provider vulnerabilities1. The uniqueness of cloud requires that security teams rethink classic security concepts and adopt approaches that address serverless, dynamic, and distributed cloud infrastructure. This includes rethinking security practices across asset management, compliance, change management, issue investigation, and incident response, as well as training and education. We interviewed several security experts and asked them how public cloud transformation has changed their cloud security and compliance responsibilities. In this e-book, we will share the top
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CloudHealth by VMware
Published By: CloudHealth by VMware     Published Date: Sep 05, 2019
Public clouds have fundamentally changed the way organizations build, operate, and manage applications. Security for applications in the cloud is composed of hundreds of configuration parameters and is vastly different from security in traditional data centers. According to Gartner, Through 2020, at least 95% of cloud breaches will be due to customer misconfiguration, mismanaged credentials or insider theft, not cloud provider vulnerabilities1. The uniqueness of cloud requires that security teams rethink classic security concepts and adopt approaches that address serverless, dynamic, and distributed cloud infrastructure. This includes rethinking security practices across asset management, compliance, change management, issue investigation, and incident response, as well as training and education. We interviewed several security experts and asked them how public cloud transformation has changed their cloud security and compliance responsibilities. In this e-book, we will share the top
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CloudHealth by VMware
Published By: HotSchedules     Published Date: Jan 17, 2019
Food safety should always be top-of-mind. Even one foodborne illness could put your restaurant out of business. The safety and well-being of your customers are at stake when your team isnt following proper food safety protocol. This is where employee training becomes essential: your business needs a culture that values food safety. Typically though, food safety training hardly comes off as an exciting topic. But with todays technology training can be engaging, entertaining, and memorable. This ebook will show you how to breathe new life into your food safety training with four lessons on making training more impactful.
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HotSchedules
Published By: Absorb     Published Date: May 10, 2018
In a business environment where being able to build and maintain a solid brand reputation and lasting relationships with your customers is essential for ongoing success, effective compliance training for team members is critical. Assembling quality course content, either through purchasing off-the-shelf compliance courseware or developing training material in-house or in partnership with an external developer, and delivering that material in a consistent manner, can help protect your organization and minimize the damage from compliance transgressions.
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elearning, training, business, brand, reputation, relationship, building
    
Absorb
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
Published By: Intel     Published Date: Mar 19, 2019
Digital kiosks are fast becoming ubiquitous in quick-service restaurants, cinemas and retail stores as retailers grapple to embrace automated, digital solutions to keep up with rising labour costs, customer expectations and stiff competition. To maximise the value of self-ordering kiosks, retailers should not perceive digital kiosks as a means to an end but a critical touchpoint within the customer journey. Download the whitepaper to discover how the new generation of self-order kiosks Can resolve the challenges of acquiring, training and maintaining a workforce Can enhance customer experiences throughout the entire shopping and purchasing process Can facilitate better business decision making through access to valuable customer data
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Intel
Published By: Vendor Guru     Published Date: Dec 21, 2007
In a 2006 survey conducted by CRMGuru, 50% of the respondents indicate that they base their satisfaction with a company on the sum of "interactions with a brand's products, services, and people." How does your company measure up? You have an excellent product, your customer service department is highly responsive, and your personnel have received extensive training.
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customer satisfaction, customer retention, crm, crm solution, customer relationship, customer service, vendorguru, vendor guru, quinstreet, retention, smb, small business, soho, small business crm, vendor guru custom question campaign, small business networks, customer relationship management
    
Vendor Guru
Published By: Rosetta Stone     Published Date: Apr 03, 2018
For many companies, language barriers increase as business globalization becomes the norm rather than the exception. Perhaps a call center agent cannot handle customer contact in an unfamiliar language. Or a manager travels to a face-toface meeting only to sit across a conference table from clients wanting to speak in their own native language. Even within your organization, teams across global geographies must collaborate to achieve collective goals, but language barriers often stand in their way. Meanwhile, HR leaders are tasked with recruiting and retaining top talent and L&D managers must align programs with business goals. Each of these scenarios and areas of responsibility have something in common: A clear need for company-sponsored training to develop employees language proficiency so they can engage successfully with colleagues and customers anywhere. Thousands of learners were surveyed about the impact of language training with Rosetta Stone business solutions.1 Results show
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Rosetta Stone
Published By: HotSchedules     Published Date: Apr 25, 2018
Food safety should always be top-of-mind. Even one foodborne illness could put your restaurant out of business. The safety and well-being of your customers are at stake when your team isnt following proper food safety protocol. This is where employee training becomes essential: your business needs a culture that values food safety. Typically though, food safety training hardly comes off as an exciting topic. But with todays technology training can be engaging, entertaining, and memorable. This ebook will show you how to breathe new life into your food safety training with seven lessons on making training more impactful.
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HotSchedules
Published By: Cisco     Published Date: Jan 08, 2016
Financial services customers are increasingly going digital, but human assistance continues to play a pivotal role especially in the purchase journey and many banks still only allow customers to get this assistance over the phone or in a branch. To improve the customer experience, increase the productivity of frontline experts, and increase sales, eBusiness and channel strategy executives should consider weaving human advisors and digital technologies together with video banking. Success will require more than just a simple video call. eBusiness and channel strategy executives need to ensure that video banking capabilities let prospects collaborate effectively with an expert when and where they choose and that experts are supported by the right processes, tools, and training.
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cisco, video banking, driving digital sales, improving customer experience, best practices
    
Cisco
Published By: Citrix Online     Published Date: Jun 09, 2010
This new white paper examines key challenges facing customer support organizations and explores the many advantages of collaborative remote support, including ad hoc training, faster first-contact resolution and an improved customer experience.
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citrix gotoassist, corporate remote support, customer service, loyalty rentention, desktop management, manager monitoring, remote access, remote network management
    
Citrix Online
Published By: Kenandy     Published Date: Jan 28, 2015
Manufacturing and product companies are facing critical challenges. To survive in the new global economy, companies need to continuously reinvent themselves. They need to rapidly add new products and acquire new businesses. They need to build new partnerships and channels. They cant depend on the same set of suppliers tomorrow that they do today. And they cant expect to do business the same way in new and emerging markets. For these reasons, enterprises need a new kind of ERP, one thats faster to deploy and can: Adapt very quickly Go into the hands of employees, customers and partners immediately, with little or no training Provide continuous visibility into their operations Its no surprise that CIOs, manufacturing managers and operational executives are looking for new solutions. They have to ?nd solutions to get the three strategic capabilities they need to succeed: greater operational agility, the ability to collaborate and continuous visibility. You need to position your com
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cloud erp, enterprises, continuous visibility, collaboration, enterprise applications
    
Kenandy
Published By: ExpertVoice     Published Date: Jun 20, 2019
Are we in the midst of a retail apocalypse? In spite of doomsday headlines, brands that focus on the customer experience continue to succeed. A good retail experience can be as complicated as incorporating innovative technology like 3D printing to create a clothing item on-demand, or as simple as focusing on the store employees. Unfortunately, a lot of brands and retailers overlook the latter. In fact, only 35% of retail employees feel as though training is effective. Thats a scary number, because without a well-trained retail sales force, consumers are left to their own devices.
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ExpertVoice
Published By: Google - SAP     Published Date: Jun 20, 2019
In every organization, five main processes usually are occurring simultaneously, but often disjointedly: customer management; pipeline and forecast management; sales enablement and training; quote and proposal management; and sales compensation and incentives. This e-book covers the ways in which they need to evolve and be streamlined, and puts the following questions for a quick self-assessment: ? Is my sales organization evolving at pace with customer expectations? ? Are my sales reps providing value to every customer exchange? ? Are my reps set up for success, and set up to sell quickly after they onboard or change territories? ? Do you provide your reps with the tools they need to be efficient and effective?
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Google - SAP
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