Saber Analytics is a company that provides performance management software to recruitment firms. They deliver performance data and analytics to over 150 recruitment brands with between 5 to 300 consultants each. In total, they manage the performance of over 6,000 consultants across 15 countries. Customers report that Saber has helped increase their revenues and provides a global motivational link. Saber's software provides real-time performance dashboards, drives internal competition, and enhances transparency to improve consultant performance, activity, and efficiency. The software also gives management enhanced business intelligence and insights to better understand sales and address performance issues.
Top 5 Tips to Increase Field Service Technician UtilizationServiceMax
See research and tips on how to further increase your field service technician's utilization rates to help increase revenue and drive down costs in your field service organization.
For more information, contact ServiceMax at:
Email: info@servicemax.com
Phone: 1-800-756-4960
This document provides an agenda for a sales training seminar focused on improving sales conversion rates using customer survey data. The agenda covers exclusive survey findings on top reasons customers don't buy, how to manage lead providers and queues more effectively, and best practices for improving results such as giving prices over the phone, fitting into the customer's process, and selling additional products. Attendees will learn how customizing their approach based on lead source details can increase sales by addressing customer needs.
Service Profits and Raving Customers: The CFO's Agenda in 2013ServiceMax
See what CFOs are looking for from their service organizations in this webinar featuring Aly Pinder of Aberdeen Group and Rick Gustafson, CFO of ServiceMax
Saber Analytics is a company that provides performance management software to recruitment firms. They deliver performance data and analytics to over 150 recruitment brands with between 5 to 300 consultants each. In total, they manage the performance of over 6,000 consultants across 15 countries. Customers report that Saber has helped increase their revenues and provides a global motivational link. Saber's software provides real-time performance dashboards, drives internal competition, and enhances transparency to improve consultant performance, activity, and efficiency. The software also gives management enhanced business intelligence and insights to better understand sales and address performance issues.
Top 5 Tips to Increase Field Service Technician UtilizationServiceMax
See research and tips on how to further increase your field service technician's utilization rates to help increase revenue and drive down costs in your field service organization.
For more information, contact ServiceMax at:
Email: info@servicemax.com
Phone: 1-800-756-4960
This document provides an agenda for a sales training seminar focused on improving sales conversion rates using customer survey data. The agenda covers exclusive survey findings on top reasons customers don't buy, how to manage lead providers and queues more effectively, and best practices for improving results such as giving prices over the phone, fitting into the customer's process, and selling additional products. Attendees will learn how customizing their approach based on lead source details can increase sales by addressing customer needs.
Service Profits and Raving Customers: The CFO's Agenda in 2013ServiceMax
See what CFOs are looking for from their service organizations in this webinar featuring Aly Pinder of Aberdeen Group and Rick Gustafson, CFO of ServiceMax
Give The Green Light: Build Your Business Case for Field Service TechnologyServiceMax
This webinar slide deck discusses the step you need to take to build a compelling business case for implementing field service technology in your organization
Roamler is a crowd-sourcing platform that allows retailers to mobilize a community of trained consumers to complete in-store tasks like shelf checks, promotion monitoring, and consumer insights at a lower cost than traditional data capture services. The Roamler app connects these "Roamlers" to tasks near their location, pays them for completing tasks, and provides the collected data to clients through a online portal. The 5-step crowd-sourcing approach involves understanding the client's needs, structuring the task, briefing and assigning tasks to Roamlers, collecting the results, and analyzing the data for actionable insights.
Transforming Field Service into a Profit Powerhouse - Spencer Earp (ServiceMa...Protectionandmanagement
The document discusses transforming field service operations into a profit center. It outlines metrics like service revenue, cost, satisfaction, and productivity that many companies aim to improve. A case study is presented on Coca-Cola Enterprises, which aimed to reduce administrative time for technicians and increase revenue. By implementing a mobile service platform from ServiceMax, Coca-Cola Enterprises was able to dramatically cut administrative time, increase the number of jobs technicians complete per day, and potentially increase annual revenue. The presentation argues that service is increasingly important and that technology can help optimize field service operations.
This document discusses how businesses can optimize their use of data through aligning business intelligence and corporate performance management applications. It recommends developing scorecards and key performance indicators to measure the impact of analytics on business strategy. Implementing integrated BI and CPM solutions can help overcome barriers by providing enterprise dashboards, multi-dimensional simulations, forecasting, and single repository for reporting and planning.
Achieving Pricing Excellence in the Age of Business TransformationApttus
Effective pricing is one of the most important levers for driving profitable growth. As businesses adapt to increasingly competitive Industry dynamics, pricing excellence will be a key competency for enterprises to master. Hear from experts of bellwether industries on innovative pricing practices that have helped their organizations grow while protecting their margins.
This document provides advice on how to influence others and get what you need from them. It suggests focusing on understanding the other party's perspective and desired outcomes. It also recommends using facts to make your case rather than just telling your story, maintaining regular communication, and following up on actions. The document outlines potential outcomes when identifying a perfect candidate, managing compensation levels, and dealing with differing views between business and HR teams. It also gives examples of how one company transitioned processes from paper to electronic and expanded their staff.
The document summarizes a case study of a retail audit conducted by WeMark for a renowned western wear brand. The audit was conducted across 168 outlets in 78 cities to evaluate service quality, product display, employee behavior and adherence to standard operating procedures. Audit results found issues like substandard store ambience, unprofessional employee behavior and lack of customer focus. WeMark provided weekly and quarterly reporting of audit insights and helped the client align employee incentives and store rankings to audit scores, improving customer satisfaction and outlet operations over time. The client commented that WeMark delivered valuable insights through credible, large-scale audits while eliminating subjectivity.
Korero is designed to be your one stop solution for Customer Management, Collaboration and Communication. Primarily focused on the B2B sector, Korero incorporates interesting features and ease of use through simplified User Interface for a great User Experience.
Diana Vith is seeking an administrative or accounting position that utilizes her 20 years of experience in customer service, sales support, data entry, basic accounting, and administrative duties. She has a proven track record of providing excellent service and effectively managing projects and teams. Her background includes roles at Dex Media, Idearc Media, Verizon, and Accel Electric where she gained extensive experience in data entry, sales support, quality control, training, and financial reporting. She has strong analytical and problem-solving skills with proficiency in various software programs.
Lightning Flow allows users to leverage reusable Lightning Components, integrate workflows with external services using Platform Events, and embed processes into application experiences through Lightning App Builder and Community Builder. It provides a declarative way to build rich interfaces and automate processes through a drag-and-drop Flow Builder without extensive coding. WorldTour Rentals used Lightning Flow to create a configurable onboarding process that shows a training video to new staff and tracks who has watched it, solving their onboarding issue in a futureproof way without code.
This document discusses business process automation solutions offered by Bizgaze. It proposes automating various areas of a business like CRM, ordering, invoicing, pre-sales, integration with external ERPS, warehouse management, offer management, GPS integration, and analytics. Automating these areas can provide benefits like improved visibility, coordination, monitoring, faster order fulfillment, reduced inventory stay time, improved sales and customer relationships, and better performance analysis. The document provides objectives, features and benefits for automating each business process.
Purchasing Goods And Services process PowerPoint Presentation Slides SlideTeam
Purchasing Goods And Services Process PowerPoint Presentation Slides: Acquire necessary products and services using content-ready Purchasing Goods And Services Process PowerPoint Presentation Slides. Procure raw materials, officer equipment, services, supplies, furniture and facilities, technical equipment, etc for better products and services. Incorporate ready-made purchasing goods and services process PPT templates and deal with sourcing activities, negotiation and selection of goods and services that are necessary for an organization. Go through the process of ordering goods and services with the help of purchasing goods and services process PowerPoint presentation slideshow. This deck comprises of several templates for you to follow the process such as procurement strategy structure, procurement steps, procurement workflow process, procurement strategy, approach to procurement, formulating procurement strategy, creating procurement strategy, etc. These templates are editable. Change color, text, icon and font size as per your need. Grab access to the ready-to-use purchasing goods and services PPT slides to include these in your organizational business strategy to acquire things at the best possible cost. Accelerate away to your goal with our Purchasing Goods And Services Process Powerpoint Presentation Slides. It helps you change gears.
The document proposes investing $5M to improve customer retention and acquire new customers. It recommends focusing 40% of investment on improving the experience of top-tier "Platinum" customers, 20% on converting mid-tier "Gold" customers to Platinum through loyalty programs and surveys. The remaining 40% would go towards acquiring new customers through marketing automation, search engine optimization, and video ads. Key tactics include training sales reps, surveying customers, improving e-commerce, running loyalty programs, and obtaining new software. The proposal aims to maximize return on investment.
Cloudforce Essentials Brisbane 2012 - Business Success for SMBsSalesforce_APAC
The document discusses how salesforce.com solutions can help small and medium sized businesses grow efficiently and effectively. It includes customer stories from three companies - Nu Steel Homes, SponsoredLinx, and RealEstateInvestor.com.au - on how salesforce.com has helped transform their businesses by providing tools to improve processes like sales, customer service, and collaboration between teams. The document also outlines some lessons learned, such as the importance of training staff and mapping out all business processes before customizing salesforce.com.
Countdown to Compliance: Are you ready for ASC 606 / IFRS 15Apttus
Are you prepared for ASC 606? A recent study shows over 50% of large public enterprises have yet to elect their adoption method. The countdown to compliance is on. Watch this presentation to learn how to automate your end-to-end compliance process, automating the contracts process, ask experts any questions you might have, and give yourself some peace of mind.
MMI Webinar: 5 Steps to Maximize Recurring Revenues with Service Renewal Auto...Trish E. McLoughlin
On this webinar, MMI discusses ways the technology channel can improve recurring service revenues with service automation strategies. Also covered were:
The top key findings from a recent service complexity survey
What motivates a provider to invest in service automation
How not making an investment in service automation can negatively impact your business
5 steps that will help increase your service revenue capture
Best practices for contact center performance managementJennifer Whedbee
This webinar covers the best practices for implementing a real-time contact center performance management (CCPM) solution.
- Best-of-breed contact center performance management solution functionality
- Benefits of implementing a contact center management solution
- Top reasons for investing in a real-time contact center management solution
Recorded Thursday, April 21, 2015
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 .
This document discusses business value consulting and how it can help businesses align sales with desired outcomes. It provides the following key points:
1) Business value consulting focuses on helping customers achieve specific business outcomes like increased revenue, decreased costs, better risk management, optimized HR, and improved productivity through data-driven value propositions.
2) The process involves understanding a business's pain points, quantifying value drivers, determining buying thresholds, and aligning solutions to desired outcomes in areas like revenue, costs, risk, HR and productivity.
3) Proper alignment of business outcomes between buyers and sellers through this process can help accelerate sales cycles, maximize revenue, and increase renewal rates.
Give The Green Light: Build Your Business Case for Field Service TechnologyServiceMax
This webinar slide deck discusses the step you need to take to build a compelling business case for implementing field service technology in your organization
Roamler is a crowd-sourcing platform that allows retailers to mobilize a community of trained consumers to complete in-store tasks like shelf checks, promotion monitoring, and consumer insights at a lower cost than traditional data capture services. The Roamler app connects these "Roamlers" to tasks near their location, pays them for completing tasks, and provides the collected data to clients through a online portal. The 5-step crowd-sourcing approach involves understanding the client's needs, structuring the task, briefing and assigning tasks to Roamlers, collecting the results, and analyzing the data for actionable insights.
Transforming Field Service into a Profit Powerhouse - Spencer Earp (ServiceMa...Protectionandmanagement
The document discusses transforming field service operations into a profit center. It outlines metrics like service revenue, cost, satisfaction, and productivity that many companies aim to improve. A case study is presented on Coca-Cola Enterprises, which aimed to reduce administrative time for technicians and increase revenue. By implementing a mobile service platform from ServiceMax, Coca-Cola Enterprises was able to dramatically cut administrative time, increase the number of jobs technicians complete per day, and potentially increase annual revenue. The presentation argues that service is increasingly important and that technology can help optimize field service operations.
This document discusses how businesses can optimize their use of data through aligning business intelligence and corporate performance management applications. It recommends developing scorecards and key performance indicators to measure the impact of analytics on business strategy. Implementing integrated BI and CPM solutions can help overcome barriers by providing enterprise dashboards, multi-dimensional simulations, forecasting, and single repository for reporting and planning.
Achieving Pricing Excellence in the Age of Business TransformationApttus
Effective pricing is one of the most important levers for driving profitable growth. As businesses adapt to increasingly competitive Industry dynamics, pricing excellence will be a key competency for enterprises to master. Hear from experts of bellwether industries on innovative pricing practices that have helped their organizations grow while protecting their margins.
This document provides advice on how to influence others and get what you need from them. It suggests focusing on understanding the other party's perspective and desired outcomes. It also recommends using facts to make your case rather than just telling your story, maintaining regular communication, and following up on actions. The document outlines potential outcomes when identifying a perfect candidate, managing compensation levels, and dealing with differing views between business and HR teams. It also gives examples of how one company transitioned processes from paper to electronic and expanded their staff.
The document summarizes a case study of a retail audit conducted by WeMark for a renowned western wear brand. The audit was conducted across 168 outlets in 78 cities to evaluate service quality, product display, employee behavior and adherence to standard operating procedures. Audit results found issues like substandard store ambience, unprofessional employee behavior and lack of customer focus. WeMark provided weekly and quarterly reporting of audit insights and helped the client align employee incentives and store rankings to audit scores, improving customer satisfaction and outlet operations over time. The client commented that WeMark delivered valuable insights through credible, large-scale audits while eliminating subjectivity.
Korero is designed to be your one stop solution for Customer Management, Collaboration and Communication. Primarily focused on the B2B sector, Korero incorporates interesting features and ease of use through simplified User Interface for a great User Experience.
Diana Vith is seeking an administrative or accounting position that utilizes her 20 years of experience in customer service, sales support, data entry, basic accounting, and administrative duties. She has a proven track record of providing excellent service and effectively managing projects and teams. Her background includes roles at Dex Media, Idearc Media, Verizon, and Accel Electric where she gained extensive experience in data entry, sales support, quality control, training, and financial reporting. She has strong analytical and problem-solving skills with proficiency in various software programs.
Lightning Flow allows users to leverage reusable Lightning Components, integrate workflows with external services using Platform Events, and embed processes into application experiences through Lightning App Builder and Community Builder. It provides a declarative way to build rich interfaces and automate processes through a drag-and-drop Flow Builder without extensive coding. WorldTour Rentals used Lightning Flow to create a configurable onboarding process that shows a training video to new staff and tracks who has watched it, solving their onboarding issue in a futureproof way without code.
This document discusses business process automation solutions offered by Bizgaze. It proposes automating various areas of a business like CRM, ordering, invoicing, pre-sales, integration with external ERPS, warehouse management, offer management, GPS integration, and analytics. Automating these areas can provide benefits like improved visibility, coordination, monitoring, faster order fulfillment, reduced inventory stay time, improved sales and customer relationships, and better performance analysis. The document provides objectives, features and benefits for automating each business process.
Purchasing Goods And Services process PowerPoint Presentation Slides SlideTeam
Purchasing Goods And Services Process PowerPoint Presentation Slides: Acquire necessary products and services using content-ready Purchasing Goods And Services Process PowerPoint Presentation Slides. Procure raw materials, officer equipment, services, supplies, furniture and facilities, technical equipment, etc for better products and services. Incorporate ready-made purchasing goods and services process PPT templates and deal with sourcing activities, negotiation and selection of goods and services that are necessary for an organization. Go through the process of ordering goods and services with the help of purchasing goods and services process PowerPoint presentation slideshow. This deck comprises of several templates for you to follow the process such as procurement strategy structure, procurement steps, procurement workflow process, procurement strategy, approach to procurement, formulating procurement strategy, creating procurement strategy, etc. These templates are editable. Change color, text, icon and font size as per your need. Grab access to the ready-to-use purchasing goods and services PPT slides to include these in your organizational business strategy to acquire things at the best possible cost. Accelerate away to your goal with our Purchasing Goods And Services Process Powerpoint Presentation Slides. It helps you change gears.
The document proposes investing $5M to improve customer retention and acquire new customers. It recommends focusing 40% of investment on improving the experience of top-tier "Platinum" customers, 20% on converting mid-tier "Gold" customers to Platinum through loyalty programs and surveys. The remaining 40% would go towards acquiring new customers through marketing automation, search engine optimization, and video ads. Key tactics include training sales reps, surveying customers, improving e-commerce, running loyalty programs, and obtaining new software. The proposal aims to maximize return on investment.
Cloudforce Essentials Brisbane 2012 - Business Success for SMBsSalesforce_APAC
The document discusses how salesforce.com solutions can help small and medium sized businesses grow efficiently and effectively. It includes customer stories from three companies - Nu Steel Homes, SponsoredLinx, and RealEstateInvestor.com.au - on how salesforce.com has helped transform their businesses by providing tools to improve processes like sales, customer service, and collaboration between teams. The document also outlines some lessons learned, such as the importance of training staff and mapping out all business processes before customizing salesforce.com.
Countdown to Compliance: Are you ready for ASC 606 / IFRS 15Apttus
Are you prepared for ASC 606? A recent study shows over 50% of large public enterprises have yet to elect their adoption method. The countdown to compliance is on. Watch this presentation to learn how to automate your end-to-end compliance process, automating the contracts process, ask experts any questions you might have, and give yourself some peace of mind.
MMI Webinar: 5 Steps to Maximize Recurring Revenues with Service Renewal Auto...Trish E. McLoughlin
On this webinar, MMI discusses ways the technology channel can improve recurring service revenues with service automation strategies. Also covered were:
The top key findings from a recent service complexity survey
What motivates a provider to invest in service automation
How not making an investment in service automation can negatively impact your business
5 steps that will help increase your service revenue capture
Best practices for contact center performance managementJennifer Whedbee
This webinar covers the best practices for implementing a real-time contact center performance management (CCPM) solution.
- Best-of-breed contact center performance management solution functionality
- Benefits of implementing a contact center management solution
- Top reasons for investing in a real-time contact center management solution
Recorded Thursday, April 21, 2015
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 .
This document discusses business value consulting and how it can help businesses align sales with desired outcomes. It provides the following key points:
1) Business value consulting focuses on helping customers achieve specific business outcomes like increased revenue, decreased costs, better risk management, optimized HR, and improved productivity through data-driven value propositions.
2) The process involves understanding a business's pain points, quantifying value drivers, determining buying thresholds, and aligning solutions to desired outcomes in areas like revenue, costs, risk, HR and productivity.
3) Proper alignment of business outcomes between buyers and sellers through this process can help accelerate sales cycles, maximize revenue, and increase renewal rates.
This document discusses key metrics and processes across the insurance value chain that Celonis can optimize, including customer processes like lead generation and claims handling, finance processes like accounts payable and cash flow, product development and risk management, and supply chain processes like partner management and billing. It provides examples of metrics that can be improved and questions for potential clients about how Celonis can help focus on important processes.
Valuation Process Exploring Industry KPIS and Their ImpactMY Valuation
KPIs measure business performance and progress towards their goals through tracking the effectiveness of projects, processes, campaigns, and strategic changes.
Spade OnDemand is a web-based quality monitoring and benchmarking tool that allows users to measure contact quality, compare performance internally and externally, and gain insights from analytics to improve customer experience and reduce costs. It addresses issues with excel-based quality monitoring like siloed data and lack of real-time insights. Key features include customizable scoring, real-time feedback, and performance reporting to help with training, quality improvement, and benchmarking.
This document summarizes TapClicks, a digital marketing analytics platform. It addresses common challenges agencies face like spending many hours generating reports and high customer churn. TapClicks aggregates campaign data from various channels, provides analytics and insights, and customizable dashboards and reports. This allows agencies to demonstrate effectiveness through ROI, optimize campaigns, and improve customer satisfaction and retention.
The document discusses how business intelligence (BI) is the top priority for chief information officers according to Gartner. It outlines typical business pressures like accelerating planning cycles and ensuring accurate and timely reporting. Traditional BI solutions have limitations like slow development times, labor-intensive report writing, and lack of security and control over reporting. The document then introduces 1KEY as a next-generation BI solution that provides real-time insights from multiple data sources with dynamic analytics and reporting capabilities. 1KEY aims to help businesses across various domains and roles achieve different levels of BI maturity for top-line growth and bottom-line improvement.
Increasing Call Center Effectiveness with First Call ResolutionUpstream Works
First call resolution is the home run of call center measurements, but most people still don't do a very good job of understanding it and measuring it in an actionable way. This presentation will give you an introduction to the concepts and soem ideas for how you can start to measure things.
These slides all have recorded webinars with more detail. Feel free to contact me at Upstream Works for access.
The document discusses a value discovery process for assessing business opportunities and developing a business case for a potential solution called RP. It involves collaborative workshops to understand customer strategies, pain points, and value opportunities. Key activities include developing benefit hypotheses, conducting interviews, identifying priority areas, and building quantitative models to forecast benefits. The final deliverable is a business case presentation to executive leadership outlining the value proposition, costs, and benefits of the potential RP solution.
The document discusses return on investment (ROI) and total cost of ownership (TCO) metrics for customer relationship management (CRM) software implementations at three companies. It provides examples of how Salesforce helped R.L. Polk & Co. improve customer satisfaction and issues resolution, lowering costs. Polycom increased sales forecast accuracy to within 2% of revenue. Custom applications also helped Polycom streamline approval processes, reducing time and costs. The document advocates calculating ROI and TCO for CRM decisions and upgrades.
How happy are your customers measure customer satisfactionladylouuu
The document discusses the importance of customer satisfaction and lifetime value to businesses. It provides strategies for measuring customer satisfaction such as surveys, focus groups, and feedback forms. Companies should identify key drivers of satisfaction, address issues, and track metrics to link customer satisfaction to financial results. Case studies show how gathering customer feedback can improve retention, sales, and profits.
Speech analytics can provide insights from customer conversations to understand sentiment, identify issues, and improve processes. It analyzes calls using speech engines, indexing, and analytics to provide insights for reducing costs, improving customer experience, and increasing revenue. While traditional solutions have limitations, speech analytics can accelerate insights through a natural language processing approach to calls. For example, it can improve compliance audits by analyzing 100% of calls to identify issues rather than a small sample, leading to more consistent feedback and training for agents.
LeadCenter.AI AI-Powered Sales and Marketing Automation Software OverviewMustapha Ramadan
This document describes an AI-powered sales and marketing automation platform for financial advisors. It helps advisors automate lead capture and engagement to improve conversion rates and reduce costs. The platform provides integrated marketing automation, sales automation, production tracking, analytics and reporting. It helps address challenges in lead tracking/engagement, low conversion rates, and time spent on manual tasks. Over 600 companies use the platform, which captured over 200,000 contacts and converted 40,000 to appointments in 2022, resulting in $2.5 billion in assets under management and $800 million in annuity sales.
The document provides an overview of call center operations in the Philippines. It discusses the business process outsourcing model and types of BPO services. It describes the hiring process, training program, production floor environment, qualifications for employee regularization, key performance metrics used in the industry like average handling time and customer satisfaction, and the importance of meeting service level agreements. The presentation aims to present a general understanding of how call centers function based on quality and metrics.
P manifold customer_audit_feedback_monitoring_servicespManifold
This document discusses customer audit, feedback, and satisfaction monitoring services to help improve customer service delivery. It provides an overview of the COPS (Customer Opinion, Preferences and Satisfaction) program which collects customer feedback across multiple touchpoints to understand customer experiences and insights. The COPS data is then used to drive improvements in customer experience, quality, retention, and business performance. The document also outlines the benefits of the COPS program for businesses in gaining deeper customer understanding, continuously improving products/services, improving brand loyalty, and ensuring compliance and transparency.
LeadCenter.AI AI-Powered Sales and Marketing Automation Software OverviewMustapha Ramadan
This document discusses an AI-powered sales and marketing automation platform for financial advisors. It aims to help advisors automate their sales and marketing processes to increase lead conversion rates and improve customer satisfaction while reducing costs. The platform provides tools for marketing automation, sales automation, production tracking, and analytics/reporting. It helps address challenges related to lead tracking/engagement, sales process efficiency, operations management, and data-driven decision making. Key features include contact capturing, lead scoring, automated workflows, public calendars, production/commission tracking, and customized reports. Integrations with CRMs like Redtail allow syncing of contacts, accounts, appointments and other data.
The document discusses various aspects of supplier quality management including supplier evaluation, certification, and control activities. It emphasizes establishing clear processes for evaluating suppliers prior to and after awarding contracts. Key aspects include reviewing suppliers' quality systems, production capabilities, performance history and metrics like yield and defects. Ongoing monitoring of suppliers involves activities like production audits, controlling changes, and ensuring suppliers meet requirements.
The document discusses strategies for optimizing BPO partnerships and customer experience. It recommends moving away from traditional metrics like AHT and focusing on metrics more closely aligned with customer experience, like first contact resolution and customer satisfaction. It proposes a "pay per resolution" model that incentivizes vendors to optimize processes and resolve issues in fewer contacts to improve the customer journey. Centralized analytics are presented as important to accurately measure resolution metrics and inform process improvements across the customer experience.
This document discusses improving service quality and productivity. It defines service quality from different perspectives and identifies key factors that influence customer expectations. The five components of service quality are discussed as well as SERVQUAL, a framework for measuring service quality gaps. Tools for measuring and addressing service quality problems are presented, including the gaps model, blueprinting, and cause-and-effect charts. Different types of demand and roles of employees that can influence customers are also summarized.
The Ipsos - AI - Monitor 2024 Report.pdfSocial Samosa
According to Ipsos AI Monitor's 2024 report, 65% Indians said that products and services using AI have profoundly changed their daily life in the past 3-5 years.
Predictably Improve Your B2B Tech Company's Performance by Leveraging DataKiwi Creative
Harness the power of AI-backed reports, benchmarking and data analysis to predict trends and detect anomalies in your marketing efforts.
Peter Caputa, CEO at Databox, reveals how you can discover the strategies and tools to increase your growth rate (and margins!).
From metrics to track to data habits to pick up, enhance your reporting for powerful insights to improve your B2B tech company's marketing.
- - -
This is the webinar recording from the June 2024 HubSpot User Group (HUG) for B2B Technology USA.
Watch the video recording at https://youtu.be/5vjwGfPN9lw
Sign up for future HUG events at https://events.hubspot.com/b2b-technology-usa/
Introduction to Jio Cinema**:
- Brief overview of Jio Cinema as a streaming platform.
- Its significance in the Indian market.
- Introduction to retention and engagement strategies in the streaming industry.
2. **Understanding Retention and Engagement**:
- Define retention and engagement in the context of streaming platforms.
- Importance of retaining users in a competitive market.
- Key metrics used to measure retention and engagement.
3. **Jio Cinema's Content Strategy**:
- Analysis of the content library offered by Jio Cinema.
- Focus on exclusive content, originals, and partnerships.
- Catering to diverse audience preferences (regional, genre-specific, etc.).
- User-generated content and interactive features.
4. **Personalization and Recommendation Algorithms**:
- How Jio Cinema leverages user data for personalized recommendations.
- Algorithmic strategies for suggesting content based on user preferences, viewing history, and behavior.
- Dynamic content curation to keep users engaged.
5. **User Experience and Interface Design**:
- Evaluation of Jio Cinema's user interface (UI) and user experience (UX).
- Accessibility features and device compatibility.
- Seamless navigation and search functionality.
- Integration with other Jio services.
6. **Community Building and Social Features**:
- Strategies for fostering a sense of community among users.
- User reviews, ratings, and comments.
- Social sharing and engagement features.
- Interactive events and campaigns.
7. **Retention through Loyalty Programs and Incentives**:
- Overview of loyalty programs and rewards offered by Jio Cinema.
- Subscription plans and benefits.
- Promotional offers, discounts, and partnerships.
- Gamification elements to encourage continued usage.
8. **Customer Support and Feedback Mechanisms**:
- Analysis of Jio Cinema's customer support infrastructure.
- Channels for user feedback and suggestions.
- Handling of user complaints and queries.
- Continuous improvement based on user feedback.
9. **Multichannel Engagement Strategies**:
- Utilization of multiple channels for user engagement (email, push notifications, SMS, etc.).
- Targeted marketing campaigns and promotions.
- Cross-promotion with other Jio services and partnerships.
- Integration with social media platforms.
10. **Data Analytics and Iterative Improvement**:
- Role of data analytics in understanding user behavior and preferences.
- A/B testing and experimentation to optimize engagement strategies.
- Iterative improvement based on data-driven insights.
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info@geniianalytics.com geniianalytics.com
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ops& businessperformance for
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effectiveness
• More detailed reports
• Provides Customer Satisfaction indicators
• Provides Business/Brand causal factors for customer dissatisfaction
• Correlate CSAT with business/brand performance
• Provides business/brand compliance risks
• Provides causal factors for compliance failures
A cloud based platform with interactive visualisation & reporting
4. • Understand reasons why customers are calling
• Root causal factors for customer dissatisfaction
• Why calls are not resolved first time (FCR)
• Reasons for repeat calls
• Reasons for unnecessary transfers
• Root causes for AHT & Hold
• Root causes why sales are not being converted in telesales
• Why promise to pay are not being met in collections
• Root causes for compliance failures
info@geniianalytics.com geniianalytics.com
Operational Root Cause Analysis
Quantum Analytical QA don’t just tell you what's happening
in your contact centre, it also tells why its happening
5. • Identify training/coaching gaps and automated pdf reporting for agents and
supervisors
• Close loop coaching and training management
• Provide Customer Satisfaction indicators
• Identify Causal Factors for Customer Dissatisfaction
• Correlate CSAT with Agent performance
• Provide agent scores for compliance and provides causal factors for non-compliance
info@geniianalytics.com geniianalytics.com
Interactive Dashboards
With “Close the Loop” coaching & training
The Management
dashboards dynamic drill
down causal factors for
Agent performance, agent
coaching & training reports
and customer satisfaction
scores.