The document discusses challenges in customer service analytics across channels including fragmented data and a lack of actionability. It introduces the concept of a service manager being able to design tailored multi-channel experience flows and orchestrate customer interactions across chat, phone, email and web in minutes instead of months through full 360 degree listening and analytics. KANA is presented as a leader in service experience management solutions that gives customers control over their service experiences and measures success through improved customer satisfaction, revenue growth, and lower costs.
The back office may not be the most important but what happens there is your dashboard to customer satisfaction. Driving it efficiently is the game changer in any customer experience. Hvantage is a team of over 200 specialists dedicated to managing those processes, with rigor and obsessive quality control. With 95% customer satisfaction on our end, we aim to hit the same metrics for you.
The back office may not be the most important but what happens there is your dashboard to customer satisfaction. Driving it efficiently is the game changer in any customer experience. Hvantage is a team of over 200 specialists dedicated to managing those processes, with rigor and obsessive quality control. With 95% customer satisfaction on our end, we aim to hit the same metrics for you.
As an E-Commerce company, it is essential keeping your company’s orders, packaging and deliveries run smoothly at all times. It’s not an easy task to always manage deliveries and still focus on the other goals like orders, timeliness and satisfying reviews especially when every order is a firefighting. And that list of returns, refunds, and non-satisfying customers just seems to be getting longer, until your customer runs out of capacity and ability to negotiate.
Customer experiences and support are omnichannel and immediate. We know your brand is dependent on timely support, processes, and responsiveness. We hire and manage experienced support experts to keep clients focused on expanding their business, while we manage the command center.
How can you ensure your people deliver a first-class service every time? John Heald, Global Vice President, SAP Hybris Service shares his knowledge and experience and spots the trends you need to know about to make customers happy in service and support.
He'll cover:
-How easy is it to contact your customer service?
-When your customers talk/chat with your agents, how great is the experience? If the customer reports an issue, how quickly do you resolve it?
-How reliable are you at arriving on time promise, and how do you keep customer informed?
-How prompt are the field team, and how often do they solve at first visit?
Learn more about SAP Hybris Service at: https://hybris.com/en/products/service
Taction - The Contact Center. This presentation provides insight into our culture, our values, and our capabilities as a World Class Contact Center for Hire.
MSP Best Practice | Staffing for Growth and Core KPIs to UseDavid Castro
MSP best practices. How to sfaff your MSP with the right type and quantity of technicians for maximum growth and profitability. Examples of several core KPIs used by best in class MSPs. Presented by Kaseya and Redmond Channel Pro magazine. November 2012.
Is the Service desk the future of the success of your business, does it hold the leaders of the future.
Damian's presentation shares the NTT Data story with examples of how they have transformed an internal IT function into a Business Focussed Service Centre.
The Evolving Role of the Service Desk Analyst, Keith Wilkins, AvocetService Desk Institute
Slides presented by Keith Wilkins of Avocet Recruitment during a webinar for SDI to discuss the ways that service desk analyst roles are changing, why and how this is coming about and what the future might have in store. Broadcast on 21 December 2015
CCMG After Forever Conference Day 1, Solutions Stream 12:00 - Top 10 ways to maximize productivity with Multi Channel Communications. Intuate Group - Noble Systems
Bob Thompson of CustomerThink speaks about delivering total customer value that drives genuinely loyal customer attitudes.
Laef Olson, RightNow's CIO, talks about the 10 things to ask your SaaS vendor before entering the cloud
Delivering an exceptional customer experience (CX) through personalized omni-channel communications has never been more important to drive revenue, build customer loyalty, and sustain a competitive advantage ,deliver critical business communications that are highly personalized and interactive —and drive profitable customer engagement. Super brands like Amazon, Google and Apple have skyrocketed customer expectations. Customers of today prefer relevant and personalized communications in real-time, through the channel of their choosing.
For More Details: http://www.edc.ae/services/customer-communication-management/
As an E-Commerce company, it is essential keeping your company’s orders, packaging and deliveries run smoothly at all times. It’s not an easy task to always manage deliveries and still focus on the other goals like orders, timeliness and satisfying reviews especially when every order is a firefighting. And that list of returns, refunds, and non-satisfying customers just seems to be getting longer, until your customer runs out of capacity and ability to negotiate.
Customer experiences and support are omnichannel and immediate. We know your brand is dependent on timely support, processes, and responsiveness. We hire and manage experienced support experts to keep clients focused on expanding their business, while we manage the command center.
How can you ensure your people deliver a first-class service every time? John Heald, Global Vice President, SAP Hybris Service shares his knowledge and experience and spots the trends you need to know about to make customers happy in service and support.
He'll cover:
-How easy is it to contact your customer service?
-When your customers talk/chat with your agents, how great is the experience? If the customer reports an issue, how quickly do you resolve it?
-How reliable are you at arriving on time promise, and how do you keep customer informed?
-How prompt are the field team, and how often do they solve at first visit?
Learn more about SAP Hybris Service at: https://hybris.com/en/products/service
Taction - The Contact Center. This presentation provides insight into our culture, our values, and our capabilities as a World Class Contact Center for Hire.
MSP Best Practice | Staffing for Growth and Core KPIs to UseDavid Castro
MSP best practices. How to sfaff your MSP with the right type and quantity of technicians for maximum growth and profitability. Examples of several core KPIs used by best in class MSPs. Presented by Kaseya and Redmond Channel Pro magazine. November 2012.
Is the Service desk the future of the success of your business, does it hold the leaders of the future.
Damian's presentation shares the NTT Data story with examples of how they have transformed an internal IT function into a Business Focussed Service Centre.
The Evolving Role of the Service Desk Analyst, Keith Wilkins, AvocetService Desk Institute
Slides presented by Keith Wilkins of Avocet Recruitment during a webinar for SDI to discuss the ways that service desk analyst roles are changing, why and how this is coming about and what the future might have in store. Broadcast on 21 December 2015
CCMG After Forever Conference Day 1, Solutions Stream 12:00 - Top 10 ways to maximize productivity with Multi Channel Communications. Intuate Group - Noble Systems
Bob Thompson of CustomerThink speaks about delivering total customer value that drives genuinely loyal customer attitudes.
Laef Olson, RightNow's CIO, talks about the 10 things to ask your SaaS vendor before entering the cloud
Delivering an exceptional customer experience (CX) through personalized omni-channel communications has never been more important to drive revenue, build customer loyalty, and sustain a competitive advantage ,deliver critical business communications that are highly personalized and interactive —and drive profitable customer engagement. Super brands like Amazon, Google and Apple have skyrocketed customer expectations. Customers of today prefer relevant and personalized communications in real-time, through the channel of their choosing.
For More Details: http://www.edc.ae/services/customer-communication-management/
IMTSedu Webinar: Focus on Customer Relationship ManagementAvideonCRM LLC
AvideonCRM's
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Richard Wiklund of AvideonCRM leads this webinar, which focuses on a high-level view of how to use, implement and improve your CRM system. He will cover topics that appeal to all areas of CRM usage: Those who have a CRM and use it well, those who have a CRM and need to start using it better, and those who do not have a CRM and may have never heard of one. Everyone will walk away with something to get their sales season started off right!
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CRM (customer relationship management) and marketing go hand in hand. Understand the value of knowing your customer, and how to turn customer data into customer gold.
How to Achieve World Class Customer Experience through Insightful IT Bobhallahan
An amazing overview of how some of the Worlds top companies are achieving awesome customer experience through ingenious IT and brilliant Data intelligence, resulting in massive customer loyalty, repeat business monetization and sky high profits.
Roundtable: Best Practices - Quality Assurance & AnalyticsSheri Greenhaus
Top 5 quality assurance and optimization and best practices roundtable discussion with VPI, Genesys, inContact and CallFInder. Discussing virtual call agents, speech and data analytics, quality assurance, workforce management, performance management and more.
Visit CRMXchange.com and join the premiere CRM community.
CRM Operations- how various components of a CRM system work together to create value . Roles and functions of different CRM systems - Markteing, Sales and Service components .
Contact Management is our excellence. We leverage the Contact Management from Automation to Operation; our Business and Application Consultants work collaboratively with the performance management team along with the Customer Operations department, to produce a comprehensive contact management solution that enables our clients to better maintain healthy relationship with their customers and clients.
Social Media is indeed a critical channel, where Customers tend to get their rights through Complaint broadcasting. As a Professional Contact Management and Customer Service Outsourcing Provider, we adopt the Telephony Channel(s) for providing our services, and we also provide an up-to-date Social Media Support Service to Customer, while prompt response and fast resolution are always in mind.
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A personal brand exploration presentation summarizes an individual's unique qualities and goals, covering strengths, values, passions, and target audience. It helps individuals understand what makes them stand out, their desired image, and how they aim to achieve it.
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Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
Tata Group Dials Taiwan for Its Chipmaking Ambition in Gujarat’s DholeraAvirahi City Dholera
The Tata Group, a titan of Indian industry, is making waves with its advanced talks with Taiwanese chipmakers Powerchip Semiconductor Manufacturing Corporation (PSMC) and UMC Group. The goal? Establishing a cutting-edge semiconductor fabrication unit (fab) in Dholera, Gujarat. This isn’t just any project; it’s a potential game changer for India’s chipmaking aspirations and a boon for investors seeking promising residential projects in dholera sir.
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Stay ahead of the curve with our premium MEAN Stack Development Solutions. Our expert developers utilize MongoDB, Express.js, AngularJS, and Node.js to create modern and responsive web applications. Trust us for cutting-edge solutions that drive your business growth and success.
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"𝑩𝑬𝑮𝑼𝑵 𝑾𝑰𝑻𝑯 𝑻𝑱 𝑰𝑺 𝑯𝑨𝑳𝑭 𝑫𝑶𝑵𝑬"
𝐓𝐉 𝐂𝐨𝐦𝐬 (𝐓𝐉 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬) is a professional event agency that includes experts in the event-organizing market in Vietnam, Korea, and ASEAN countries. We provide unlimited types of events from Music concerts, Fan meetings, and Culture festivals to Corporate events, Internal company events, Golf tournaments, MICE events, and Exhibitions.
𝐓𝐉 𝐂𝐨𝐦𝐬 provides unlimited package services including such as Event organizing, Event planning, Event production, Manpower, PR marketing, Design 2D/3D, VIP protocols, Interpreter agency, etc.
Sports events - Golf competitions/billiards competitions/company sports events: dynamic and challenging
⭐ 𝐅𝐞𝐚𝐭𝐮𝐫𝐞𝐝 𝐩𝐫𝐨𝐣𝐞𝐜𝐭𝐬:
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LA HUG - Video Testimonials with Chynna Morgan - June 2024Lital Barkan
Have you ever heard that user-generated content or video testimonials can take your brand to the next level? We will explore how you can effectively use video testimonials to leverage and boost your sales, content strategy, and increase your CRM data.🤯
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5. Enterprises Need Multi-channel action-ability. Service Manager Design Tailored Experience Flows on the Adaptive Desktop Customer Service Managers Can Adapt Experiences in Minutes, Not Months chat phone email web Orchestrate
6. Customer Service Needs Full 360 Listening Social Monitoring Customer Chat Phone Email Multi Channel Listening Social Listening Service Manager 360 Listening Social Media Forums Web
9. KANA Snapshot June 23, 2011 INDUSTRY RANKINGS Top General Retailers #1 - Wal-Mart #2 - Target #3 - Sears Holdings #6 - Macy’s Top Telcos #1 - AT&T #3 - Verizon #6 - France Telecom #12 - Sprint Nextel #14 - Comcast Top Specialty Retailers #2 - Home Depot #4 - Best Buy #7 - Staples WHO WE ARE The leader in Service Experience Management Solutions WHO WE HELP Customer Service Leaders HOW WE HELP We let you control over your Service Experience and the ability to balance your competing goals WHO WE SERVE Over 600 B-to-C companies with relentless focus on customer service BUSINESS IMPACT FOR YOU Our customers report double-digit increases in customer satisfaction, increased revenue growth and at the same time decreases in contact center costs Financial Services 120 Telecommunications 100 Retail 75 High-Tech 70 Travel / Transportation 50 Services 40 Manufacturing 30 Healthcare / Insurance 20 Government 10 600 Customers Worldwide
Global Focus Slide KANA is the leader in Service Experience Management Solutions to help Customer Service decision-makers take control of the service experience that they deliver to their customers. It allows them to deliver the ideal service experience in line with customer expectations at a cost that makes sense to their business. KANA provides software solutions to over 600 B to C companies which have a relentless focus on customer service. For example, KANA is used in over 120 financial services accounts, with 5 of the top 11 global banks using KANA KANA is used in over 100 telcos worldwide with 5 of the top global Telcos using KANA. KANA is also used by over 75 retailers. 3 of the top 3 general retailers use KANA and half of the top 7 specialty retailers use KANA to deliver excellent customer service to their customers. And KANA delivers results. Our customer report double-digit increases in satisfaction, increased revenue, increased revenue growth and at the same time decreases in contact center costs. CITE KANA REFERENCES, SUCH AS: (Use relevant examples by vertical and by solution) For example Xerox , who mastered their online and on-phone experience using KANA to successfully support their global customer base across 13 languages in 160 countries. By using KANA to blend knowledge into their service experience, they were able to achieve improvements in service quality, cost, and responsiveness – allowing them to introduce a TOTAL CUSTOMER SATISFACTION GUARANTEE that’s a competitive advantage for their business. And eBay , who uses KANA to manage close to 10 million service interactions each month, cutting response time in half, increasing agent productivity 50-75%, and raising customer satisfaction for their online auction community … enabling them to deliver on their brand promise, to “Shop Victoriously” And Starwood Hotels , who standardized on KANA to master their multi-channel service experience across email, web, and chat, across their many hotel brands. Starwood uses KANA to deliver the same high level of responsiveness across all their brands, and also uses KANA to PERSONALIZE interactions for the unique characteristics of each brand. So the interactions with their Westin customers are different than the ones for Sheraton, based on the profiles and needs and preferences of their customers.
KANA delivers solutions to help you manage the customer service experience. Our solutions, give you control over your: Desktop – We offer knowledge blended case management solutions that unify the service experience across all communication channels that your company chooses to offer to your customers – whether its email, phone, chat, web self-service or other channels. We give you control over your eService experience. Our solutions include mature, intelligent, rules-based automation for email, chat, web collabolation and secure messaging. And we give you control over your agent and web self service knowledge, and the way that knowledge is captured and authored in your organization. Our measure of your success is that KANA helps you deliver lower AHT and reduce service delivery costs. KANA helps you reduce compliance errors and helps drive cross sell and upsell revenue. But most importantly, KANA helps you deliver the right balance of cost and quality for every customer service interaction, strengthening brand perception and customer loyalty.