Forrester: Contact Centers Must Go Digital Or Die
In a 2015 Forrester customer service survey to more than 7,000 adults in the United States, 77% stated their top priority is to have companies value their time. Optimizing your contact center to support customer expectations has an invaluable impact on satisfaction and loyalty.
Effective Mobile Engagement Report
Based on the survey results with nearly six thousand respondents across twelve countries, the 2015 edition of Effective Mobile Engagement finds—similar to its predecessor—that mobile engagement is widespread already and growing quickly.
Aberdeen Research – Employee Onboarding, Engagement & Retention
Welcome to the 21st Century, Onboarding! the employee onboarding process is in need of an overhaul. Too many companies still use paper forms, many are disorganized in their tracking of employees’ progress, and too many wait until employees are just starting work to begin onboarding.
Live Chat Performance Benchmarking Report
Looking at collective BoldChat customer data, the 3rd edition of the Live Chat Performance Benchmarks report highlights statistics related to live chat usage, including new findings related to comparisons between desktop visitors and mobile visitors.
ICMI “Is Your Contact Center Ready For The Peak Season” MarketPulse Report
ICMI and BoldChat by LogMeIn joined forces to help you connect to the trends and best practices that are shaping the customer experience landscape.
Aberdeen “Integrating the Contact Center Within Your Omni-Channel Strategy”
This report outlines the business value and best practices in integrating the contact center with omni-channel programs to deliver a seamless customer experience across multiple touch-points.
Build Trust With an Engagement Marketing Content Strategy: Spotlight on Financial Services
Today’s customer is more empowered than ever, and providing a positive, trusted, and engaging customer experience is a powerful way to differentiate your brand. As the financial services industry strives to build customer trust, they are turning to engagement marketing, specifically deployed through content, to help them accelerate the buyer lifecycle and build trust.
Frost & Sullivan: A Case for Building Better Customer Engagement in the Financial Services Sector
The Financial Services Sector has seen transformational changes and undergone a period of massive overhaul following the financial crisis that rattled this market six years ago. The turmoil created a major setback as financial institutions had to make some significant changes in order to re-establish trust and re-evaluate long-term profitability, while stabilizing the resources spent on protecting customers.
