The document summarizes Forrester's evaluation of 11 customer service solutions for midsize organizations. It provides an overview of the customer service solutions market and why delivering good customer service is important but challenging for organizations. It also describes Forrester's evaluation criteria and process for assessing the vendors. The key vendors meet Forrester's criteria of offering multifunctional customer service applications and omnichannel capabilities. The evaluation analyzed each vendor's current offering, strategy, and market presence to provide guidance to customer service professionals on selecting the right partner.
Quality of Experience in a Digital World: A CSP Action Plan for Millennials a...Cognizant
Customers of communications service providers want easier to use digital channels, proactive and personalized offerings, and the ability to bring connected technologies to life, our latest research reveals.
Top 5 Consumer Expectations in the Insurance Industry - InvensisInvensis
Read what Consumers want from their Insurers (http://goo.gl/wJxHKE) and how outsourcing can help insurers to satisfy customers in the insurance industry. Top Five Consumer Expectations in the Insurance Industry which will help to keep insurance companies agile and efficient, and make them ready to meet the changing demands of their patrons.
Invensis Technologies (http://www.invensis.net) a leading IT BPO company with more than 14 years of experience, specializes in providing customer care, document process automation and IT services to insurance industries which helps insurance companies enable to leverage the new opportunities.
Please contact us at sales {at} invensis {dot} net OR Call us Now from US +1 (302)- 261-9036, UK +44 203 411 0183, AUS +61 3 8820 5183, IND +91 80 41155233 or browse (http://goo.gl/xmCoeO) for more details on our services.
Amid a drastically changed industry landscape characterized by choosier customers and tightening regulations, insurance companies are scrambling to sustain growth and profits.
Quality of Experience in a Digital World: A CSP Action Plan for Millennials a...Cognizant
Customers of communications service providers want easier to use digital channels, proactive and personalized offerings, and the ability to bring connected technologies to life, our latest research reveals.
Top 5 Consumer Expectations in the Insurance Industry - InvensisInvensis
Read what Consumers want from their Insurers (http://goo.gl/wJxHKE) and how outsourcing can help insurers to satisfy customers in the insurance industry. Top Five Consumer Expectations in the Insurance Industry which will help to keep insurance companies agile and efficient, and make them ready to meet the changing demands of their patrons.
Invensis Technologies (http://www.invensis.net) a leading IT BPO company with more than 14 years of experience, specializes in providing customer care, document process automation and IT services to insurance industries which helps insurance companies enable to leverage the new opportunities.
Please contact us at sales {at} invensis {dot} net OR Call us Now from US +1 (302)- 261-9036, UK +44 203 411 0183, AUS +61 3 8820 5183, IND +91 80 41155233 or browse (http://goo.gl/xmCoeO) for more details on our services.
Amid a drastically changed industry landscape characterized by choosier customers and tightening regulations, insurance companies are scrambling to sustain growth and profits.
ISO standards for identification of medical products (IDMP) are set to require pharmaceuticals companies to comply with medicinal identification standards. We explain how to get started and navigate a smooth IDMP transition.
Digital Game-Changers for the Communication Service Provider IndustryCognizant
By monetizing data, refining their processes, boosting their technological maturity and proactively responding to subscribers' ever-changing needs and preferences, CSPs can improve their competitive standing vs. non-traditional competitors.
Conversational AI automation in the banking and financial sector has enabled banks to have customer experience, engagement along with improving contact center management, operational efficiency as well as upselling and cross-selling opportunities.
Equipping IT to Deliver Faster, More Flexible Service ManagementCognizant
IT must apply new strategies and tools to the service management function, in order to address fundamental changes in how end-users consume technology and services. Here's how IT can increase service delivery speeds and user satisfaction, while delivering greater business value.
Shared Services: How Digital Can Accelerate the Leap to Value-Added Different...Cognizant
Shared services centers must embrace social, mobile, analytics, cloud and intelligent process automation techniques to navigate three critical shifts that can turbocharge innovation and reinforce market differentiation.
How Pharma Can Fully Digitize Interactions with Healthcare ProfessionalsCognizant
By building end-to-end IT ecosystems and understanding preferred communications channels, pharmaceuticals companies can create more engaging and fruitful digital relationships with healthcare professionals.
Identifying and Evaluating Winning IT ServicesCognizant
Evaluating IT services is notoriously tricky and increasingly essential. We present a guide and several equations for a service measurement continuum based on ease of evaluation of a given service and taking into consideration perceived benefits and costs (monetary and nonmonetary) as well as intangible factors
The Digital Divide in Utilities; the growing gap between customers and UtilitiesBen Gilchriest
Surveys show that utilities have realized the need for enhancing customer experience in response to increasing customer dissatisfaction (only 29% of customers trust their retailers). However, the industry’s best efforts to rebuild confidence and trust could in fact be undermined by a growing digital divide, with consumers demanding a digital experience that the industry has so far been unable to meet.
This paper explores the challenges for utilities and how they can learn from other industries, like telco, to respond.
VINVOX’s telematics applications help automotive industry clients secure customer loyalty, win new business, and make informed strategic decisions based on accurate real-time data.
These slides were presented in October 2012 to accompany the launch of Flexible Contact Center, an international cloud-based and multimedia contact center solution. More at: http://oran.ge/XZwqsr
Self Service Customer Care For Next Generation NetworksGreen Packet
Smartphone devices have dramatically changed the way consumers consume data. The need to be connected anywhere and anytime is driving service providers to put focus into customer experience to grow customers, build loyalty and drive profits through new services. As a result, the expectations of service experience from the end-user are heightened and cannot be underestimated.
Service providers are under pressure to deliver customer experience that separates them from the competition, while at the same time trying to delicately balance their revenues and managing costs for near term gain and longer term success. In this paper, we outline the scale of issues faced in mobile device and service care that impacts both service providers and end-users beyond connectivity. With a broad range of services and wide variety of applications, the smartphone requires more complexity to handle a multitude of firmware and software configurations which legacy CRM systems are inadequate to deal with today’s customers.
Remote device support and service care is a key component to tackle the demands of escalating costs in customer care. Service providers are seeking integration onto backend systems without incurring heavy infrastructure changes and ensure the best fit into the existing operations through automated and proactive customer care mechanisms to ensure service excellence and thus prevent service quality degradation.
Customer Contact Market Report
HIGHLIGHTS
Outsourcing still provides meaningful cost savings, representing roughly 20% of the total market with approximately 2.0 million outsourced agents located primarily in India and the Philippines.
Technology developments, vendor pruning, and consumer demand push providers to expand their product, service, and channel offerings.20
M&A activity expected to increase steadily in 2017 as corporate profits and consumer spending increases.
FCC onshoring initiatives continue to create jobs within big industry players via organic growth and acquisitions.19
Steady growth opportunities on a go-forward basis as the global customer contact management market is expected to grow to $81 billion by 2018 representing a CAGR of 6.1%.
U.S. based healthcare legislative changes and requirements will increase costs and complexity of compliance.
2015 YEAR IN REVIEW
Advancing technology and differentiation boost growth rates
2015 was an exciting year for the Customer Contact Management (CCM) industry, with huge strides in technology, automation, differentiation, and omni-channel diversification. Customers want to use the channel that most quickly solves their problems, including voice, chat, text, and social media. Corporate services expanded their technology offerings making large technological advances, as witnessed with Amazon's new Alexa -- a virtual assistant that can answer a wide variety of questions from weather to traffic. These technological advances around automation create a surge of efficiency and growth opportunities for CCM businesses. According to International Customer Management Institute (ICMI), nearly 55% of customers want an automated self-service experience, increasing efficiency and decreasing costs for businesses. In addition, 80% of companies plan to use customer service as a way to differentiate themselves from their competition.4
Accenture identifies what motivates consumers & how these motivations lead to changing consumer expectations, preferences & shopping habits. Read more.
ISO standards for identification of medical products (IDMP) are set to require pharmaceuticals companies to comply with medicinal identification standards. We explain how to get started and navigate a smooth IDMP transition.
Digital Game-Changers for the Communication Service Provider IndustryCognizant
By monetizing data, refining their processes, boosting their technological maturity and proactively responding to subscribers' ever-changing needs and preferences, CSPs can improve their competitive standing vs. non-traditional competitors.
Conversational AI automation in the banking and financial sector has enabled banks to have customer experience, engagement along with improving contact center management, operational efficiency as well as upselling and cross-selling opportunities.
Equipping IT to Deliver Faster, More Flexible Service ManagementCognizant
IT must apply new strategies and tools to the service management function, in order to address fundamental changes in how end-users consume technology and services. Here's how IT can increase service delivery speeds and user satisfaction, while delivering greater business value.
Shared Services: How Digital Can Accelerate the Leap to Value-Added Different...Cognizant
Shared services centers must embrace social, mobile, analytics, cloud and intelligent process automation techniques to navigate three critical shifts that can turbocharge innovation and reinforce market differentiation.
How Pharma Can Fully Digitize Interactions with Healthcare ProfessionalsCognizant
By building end-to-end IT ecosystems and understanding preferred communications channels, pharmaceuticals companies can create more engaging and fruitful digital relationships with healthcare professionals.
Identifying and Evaluating Winning IT ServicesCognizant
Evaluating IT services is notoriously tricky and increasingly essential. We present a guide and several equations for a service measurement continuum based on ease of evaluation of a given service and taking into consideration perceived benefits and costs (monetary and nonmonetary) as well as intangible factors
The Digital Divide in Utilities; the growing gap between customers and UtilitiesBen Gilchriest
Surveys show that utilities have realized the need for enhancing customer experience in response to increasing customer dissatisfaction (only 29% of customers trust their retailers). However, the industry’s best efforts to rebuild confidence and trust could in fact be undermined by a growing digital divide, with consumers demanding a digital experience that the industry has so far been unable to meet.
This paper explores the challenges for utilities and how they can learn from other industries, like telco, to respond.
VINVOX’s telematics applications help automotive industry clients secure customer loyalty, win new business, and make informed strategic decisions based on accurate real-time data.
These slides were presented in October 2012 to accompany the launch of Flexible Contact Center, an international cloud-based and multimedia contact center solution. More at: http://oran.ge/XZwqsr
Self Service Customer Care For Next Generation NetworksGreen Packet
Smartphone devices have dramatically changed the way consumers consume data. The need to be connected anywhere and anytime is driving service providers to put focus into customer experience to grow customers, build loyalty and drive profits through new services. As a result, the expectations of service experience from the end-user are heightened and cannot be underestimated.
Service providers are under pressure to deliver customer experience that separates them from the competition, while at the same time trying to delicately balance their revenues and managing costs for near term gain and longer term success. In this paper, we outline the scale of issues faced in mobile device and service care that impacts both service providers and end-users beyond connectivity. With a broad range of services and wide variety of applications, the smartphone requires more complexity to handle a multitude of firmware and software configurations which legacy CRM systems are inadequate to deal with today’s customers.
Remote device support and service care is a key component to tackle the demands of escalating costs in customer care. Service providers are seeking integration onto backend systems without incurring heavy infrastructure changes and ensure the best fit into the existing operations through automated and proactive customer care mechanisms to ensure service excellence and thus prevent service quality degradation.
Customer Contact Market Report
HIGHLIGHTS
Outsourcing still provides meaningful cost savings, representing roughly 20% of the total market with approximately 2.0 million outsourced agents located primarily in India and the Philippines.
Technology developments, vendor pruning, and consumer demand push providers to expand their product, service, and channel offerings.20
M&A activity expected to increase steadily in 2017 as corporate profits and consumer spending increases.
FCC onshoring initiatives continue to create jobs within big industry players via organic growth and acquisitions.19
Steady growth opportunities on a go-forward basis as the global customer contact management market is expected to grow to $81 billion by 2018 representing a CAGR of 6.1%.
U.S. based healthcare legislative changes and requirements will increase costs and complexity of compliance.
2015 YEAR IN REVIEW
Advancing technology and differentiation boost growth rates
2015 was an exciting year for the Customer Contact Management (CCM) industry, with huge strides in technology, automation, differentiation, and omni-channel diversification. Customers want to use the channel that most quickly solves their problems, including voice, chat, text, and social media. Corporate services expanded their technology offerings making large technological advances, as witnessed with Amazon's new Alexa -- a virtual assistant that can answer a wide variety of questions from weather to traffic. These technological advances around automation create a surge of efficiency and growth opportunities for CCM businesses. According to International Customer Management Institute (ICMI), nearly 55% of customers want an automated self-service experience, increasing efficiency and decreasing costs for businesses. In addition, 80% of companies plan to use customer service as a way to differentiate themselves from their competition.4
Accenture identifies what motivates consumers & how these motivations lead to changing consumer expectations, preferences & shopping habits. Read more.
Listado Formación - 2016-01 Soluciona Fácil - David Martinez CalduchDavid Martinez Calduch
Listado de curso de formación que imparte David Martinez Calduch en las áreas de Ventas y Generación de Negocio, Búsqueda de Empleo y recolocación de empleados, Productividad, Redes Sociales, Smartphones, Tables, Ofimática y Apple
Salon Mi Empresa #Sme2017 programa completo
Salon CRECE
13.00 – 13.30
Social Selling y herramientas digitales para la Internacionalización
David Martínez Calduch, Social Selling, Digital Business Transformation de Soluciona Facil
Harness the Power of Speech Analytics for Benefits across FunctionsUniphore
This presentation details on how Speech Analytics goes beyond contact centers to drive performance across functions through compelling business insights.
Metrics that Wow! How Coremetrics Became the Customer Service Model of SuccessParature, from Microsoft
A customer-centric culture has never been more important to organizations than it is today, and the most successful customer service organizations have realized the criticality of the customer experience, as well as the need to make organizational changes to improve it.
But how do you facilitate an organizational shift? How do you recognize the need for change, develop a plan, determine customer & business impact, and get results? How do you achieve key support metrics such as?
:: Customer satisfaction improved to 90%
:: Agent responsiveness is up to 92%
:: Agent product knowledge grew to 91%
:: Customer loyalty jumped to 93%
This eye-opening webinar helps you to discover how organizations can reduce their cost to provide service while increasing customer satisfaction by investing in technology and implementing internal change.
Customer Service: Achieving excellence through a company-wide approachValue Partners
A new perspective devoted to customer satisfaction, a key driver to increase a company’s value. By Alberto Griselli and Charles Monteux of the São Paulo office
Communications in the retail sector - a report by Frost and SullivanICON
A recent Frost & Sullivan end-user survey which interviewed 158 IT decision makers working in the retail industry found that retailers are moving away from purchasing multiple products from multiple vendors and are looking to deploy end-to-end solutions from a single vendor.
Why Your Best Salesperson May Be a Customer Support RepCognizant
Using rich data, powerful analytics and integrated toolsets, support organizations in the communications and technology industry can achieve a real-time understanding of customer challenges, enabling them to convert troubleshooting exercises into rewarding experiences and convert customers into brand ambassadors.
Bootstrap, Angel or Venture: Determining the Right Financing Strategy for You...Judy Loehr
This presentation was shared at Dreamforce 2016 to help early-stage cloud business application startup teams understand how investors will evaluate their markets so they can plan the right financing strategy from the beginning.
“To be integrated is to feel secure, to feel connected.” The views and experi...AJHSSR Journal
ABSTRACT: Although a significant amount of literature exists on Morocco's migration policies and their
successes and failures since their implementation in 2014, there is limited research on the integration of subSaharan African children into schools. This paperis part of a Ph.D. research project that aims to fill this gap. It
reports the main findings of a study conducted with migrant children enrolled in two public schools in Rabat,
Morocco, exploring how integration is defined by the children themselves and identifying the obstacles that they
have encountered thus far. The following paper uses an inductive approach and primarily focuses on the
relationships of children with their teachers and peers as a key aspect of integration for students with a migration
background. The study has led to several crucial findings. It emphasizes the significance of speaking Colloquial
Moroccan Arabic (Darija) and being part of a community for effective integration. Moreover, it reveals that the
use of Modern Standard Arabic as the language of instruction in schools is a source of frustration for students,
indicating the need for language policy reform. The study underlines the importanceof considering the
children‟s agency when being integrated into mainstream public schools.
.
KEYWORDS: migration, education, integration, sub-Saharan African children, public school
Get Ahead with YouTube Growth Services....SocioCosmos
Get noticed on YouTube by buying authentic engagement. Sociocosmos helps you grow your channel quickly and effectively.
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Exploring Factors Affecting the Success of TVET-Industry Partnership: A Case ...AJHSSR Journal
ABSTRACT: The purpose of this study was to explore factors affecting the success of TVET-industry
partnerships. A case study design of the qualitative research method was used to achieve this objective. For the
study, one polytechnic college of Oromia regional state, and two industries were purposively selected. From the
sample polytechnic college and industries, a total of 17 sample respondents were selected. Out of 17
respondents, 10 respondents were selected using the snowball sampling method, and the rest 7 respondents were
selected using the purposive sampling technique. The qualitative data were collected through an in-depth
interview and document analysis. The data were analyzed using thematic approaches. The findings revealed that
TVET-industry partnerships were found weak. Lack of key stakeholder‟s awareness shortage of improved
training equipment and machines in polytechnic colleges, absence of trainee health insurance policy, lack of
incentive mechanisms for private industries, lack of employer industries involvement in designing and
developing occupational standards, and preparation of curriculum were some of the impediments of TVETindustry partnership. Based on the findings it was recommended that the Oromia TVET bureau in collaboration
with other relevant concerned regional authorities and TVET colleges, set new strategies for creating strong
awareness for industries, companies, and other relevant stakeholders on the purpose and advantages of
implementing successful TVET-industry partnership. Finally, the Oromia regional government in collaboration
with the TVET bureau needs to create policy-supported incentive strategies such as giving occasional privileges
of duty-free import, tax reduction, and regional government recognition awards based on the level of partnership
contribution to TVET institutions in promoting TVET-industry partnership.
KEY WORDS: employability skills, industries, and partnership
Non-Financial Information and Firm Risk Non-Financial Information and Firm RiskAJHSSR Journal
ABSTRACT: This research aims to examine how ESG disclosure and risk disclosure affect the total risk of
companies. Using cross section data from 355 companies listed in Indonesia Stock Exchange, data regarding
ESG disclosure and risk was collected. In this research, ESG and risk disclosures are measured based on content
analysis using GRI 4 guidelines for ESG disclosures and COSO ERM for risk disclosures. Using multiple
regression, it is concluded that only risk disclosure can reduce the company's total risk, while ESG disclosure
cannot affect the company's total risk. This shows that only risk disclosure is relevant in determining a
company's total risk.
KEYWORDS: ESG disclosure, risk disclosure, firm risk
The Challenges of Good Governance and Project Implementation in Nigeria: A Re...AJHSSR Journal
ABSTRACT : This study reveals that systemic corruption and other factors including poor leadership,
leadership recruitment processes, ethnic and regional politics, tribalism and mediocrity, poor planning, and
variation of project design have been the causative factors that undermine projects implementation in postindependence African states, particularly in Nigeria. The study, thus, argued that successive governments of
African states, using Nigeria as a case study, have been deeply engrossed in this obnoxious practice that has
undermined infrastructure sector development as well as enthroned impoverishment and mass poverty in these
African countries. This study, therefore, is posed to examine the similarities in causative factors, effects and
consequences of corruption and how it affects governance, projects implementation and national growth. To
achieve this, the study adopted historical research design which is qualitative and explorative in nature. The
study among others suggests that the governments of developing countries should shun corruption and other
forms of obnoxious practices in order to operate effective and efficient systems that promote good governance
and ensure there is adequate projects implementation which are the attributes of a responsible government and
good leadership. Policy makers should also prioritize policy objectives and competence to ensure that policies
are fully implemented within stipulated time frame.
KEYWORDS: Developing Countries, Nigeria, Government, Project Implementation, Project Failure
How social media marketing helps businesses in 2024.pdfpramodkumar2310
Social media marketing refers to the process of utilizing social media platforms to promote products, services, or brands. It involves creating and sharing valuable content, engaging with followers, analyzing data, and running targeted advertising campaigns.
www.nidmindia.com
Social media refers to online platforms and tools that enable users to create, share, and exchange information, ideas, and content in virtual communities and networks. These platforms have revolutionized the way people communicate, interact, and consume information. Here are some key aspects and descriptions of social media:
Grow Your Reddit Community Fast.........SocioCosmos
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Your Path to YouTube Stardom Starts HereSocioCosmos
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Multilingual SEO Services | Multilingual Keyword Research | Filosemadisonsmith478075
Multilingual SEO services are essential for businesses aiming to expand their global presence. They involve optimizing a website for search engines in multiple languages, enhancing visibility, and reaching diverse audiences. Filose offers comprehensive multilingual SEO services designed to help businesses optimize their websites for search engines in various languages, enhancing their global reach and market presence. These services ensure that your content is not only translated but also culturally and contextually adapted to resonate with local audiences.
Visit us at -https://www.filose.com/
Enhance your social media strategy with the best digital marketing agency in Kolkata. This PPT covers 7 essential tips for effective social media marketing, offering practical advice and actionable insights to help you boost engagement, reach your target audience, and grow your online presence.
Forrester Names Zendesk a 'Strong Performer' in Customer Service Solutions for Midsize Teams
1. The Forrester Wave™: Customer Service
Solutions For Midsize Teams, Q4 2015
Due Diligence Required: These Vendors Are Great At Supporting Midsize Teams
by Ian Jacobs and Kate Leggett
December 16, 2015
FOR APPLICATION DEVELOPMENT & DELIVERY PROFESSIONALS
FORRESTER.COM
Key Takeaways
Customer Service Is The Cornerstone Of A
Great Customer Experience
However, delivering good service is difficult.
Organizations must navigate rapidly changing
customer expectations and look for vendor
solutions that enable the business capabilities
necessary to deliver differentiated experiences.
The Customer Service Vendor Landscape Is
Consolidating
The landscape of customer service solutions has
matured and converged as a result of merger
and acquisition activities. These vendors offer
solutions replete with features and functions.
Every vendor can just about tick every box.
Customer service leaders must understand the
core focus areas of each vendor to make the right
buying choices.
Keep An Eye On This Space
Microsoft, Oracle Service Cloud, and Salesforce
lead by driving productivity through ease-of-use
and simple deployment models that appeal to
midsize organizations. Yet, change in this space
will continue: Up-and-coming vendors focusing
on rapid-time-to-value will make heavy plays for
rapid growth brands and the companies in the
lower reaches of the enterprise market.
Why Read This Report
In Forrester’s 36-criteria evaluation of customer
service vendors for enterprise organizations,
we identified the 11 most significant solution
providers — Astute Solutions, eGain, Freshdesk,
Microsoft Dynamics, Moxie, Oracle Service
Cloud, Parature, Salesforce, Sap Service Cloud,
SugarCRM, and Zendesk — in the category and
researched, analyzed, and scored them. This
report details our findings about how well each
vendor fulfills our criteria and where they stand
in relation to each other to help customer service
professionals select the right partner for their
customer service initiatives.
19. We work with business and technology leaders to develop
customer-obsessed strategies that drive growth.
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business and technology leaders to develop customer-obsessed strategies that drive growth. Through proprietary
research, data, custom consulting, exclusive executive peer groups, and events, the Forrester experience is about a
singular and powerful purpose: to challenge the thinking of our clients to help them lead change in their organizations.
For more information, visit forrester.com.
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Forrester’s research and insights are tailored to your role and
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