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Mobile Engagement In Europe: How Mobility Is Shaking Up Support & Online Shopping
What this study highlights is that businesses that are operating in Europe or plan to grow their presence in the region, must consider the role that mobile channels can play in both selling their products and providing customer support. However, it is also essential that they consider the local differences in terms of customer preferences for mobile engagement.
5 Tips For Live Chat Agent Success
For contact center agents, delivering an average customer experience can be a challenge, let alone delivering an exceptional one. But great customer service isn’t a fantasy-hundreds of companies deliver it daily. In fact, a recent Forrester study showed that the number of companies with “good” or “excellent” customer experience index scores has steadily increased between 2007 and 2014.
Five Ways Live Chat Boosts Company Performance
Companies using live chat as part of customer interactions enjoy superior results than those that don’t. Below is an illustration of how live chat users compared to non-users perform across key metrics such as revenue growth, and cost reduction as well as creating positive customer word-of-mouth.
Nailing It! eBook: 9 Strategies To Ace The Online Sales Meeting
Connecting with today’s crazy-busy prospects is tough. More often than not, your conversations happen over the phone and online. Which is why winning in that virtual meeting – whether by phone, screen share, or video – is more critical than ever.
2015 Remote Support Trends
Today’s remote support solutions, including remote control, desktop sharing, and web collaboration, offer much more than just remote control for PCs. Their functional footprint is expanding to include support for more devices and richer analytics for trend analysis and supervisor dashboards.
Stop People from Wasting Your Time
Everyone is incredibly busy—with initiatives, meetings, emails, phone calls, and more. But too often, we fail to get the most important things done, and are distracted by others who don’t respect our time. How can we stop people from wasting our time?
Where Contact Centers Are Missing The Mark With Customer Care: Customer Loyalty is at Risk – Infographic
Today’s digital customers are engaging with companies on multiple channels from an array of devices and expect a seamless experience with fast resolution. Although businesses are fully aware of new channel trends, many are not addressing customers’ needs and top frustrations.
Where Contact Centres Are Missing The Mark With Customer Care
This paper was written by Ovum in collaboration with LogMeIn. The research and analysis contained herein is based on original, independent research by Ovum. Ovum carried out a survey of 315 contact centre managers and 400 customers across North America, Europe and Australia & New Zealand. Responses were gathered through a web-based survey program in November and December 2014.
