customer support agent

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Published By: LogMeIn     Published Date: Mar 06, 2017
Failure to provide today’s digital consumers with seamless interactions across communications channels and platforms in a fast-evolving marketplace can do serious damage to an enterprise through lost sales, poor reviews on social media, customer churn, and excessive turnover of disgruntled agents.
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logmein, omni channel, customer loyalty, customer support agent, market research, consumer research, renewals, business technology
    
LogMeIn
Published By: LogMeIn     Published Date: Mar 19, 2015
In today’s competitive market, you understand the importance of delivering outstanding customer experience while improving service desk productivity and keeping costs low. Remote support solutions enable you to meet these objectives by allowing agents to connect to remote devices and computers, pull system diagnostics and push configurations to deliver personalized hands-on support. With these solutions, you no longer have to walk novice users through detailed recovery procedures or complex settings. This white paper details how remote support solutions enable your organization to increase customer satisfaction, reduce costs by improving productivity, improve support metrics, and solve complex problems in a highly secure environment.
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remote support, customer care, customer experience, customer service, remote devices, cost, productivity
    
LogMeIn
Published By: Pega     Published Date: May 25, 2016
IT leaders working on customer service projects must display an incredible amount of diligence. An organization’s CRM system has become its lifeline to customers, but as customer needs evolve so has the requirements of CRM. According to Gartner, today’s CRM solution must include a laundry list of capabilities outside its traditional core functionality including: native mobile support of the vendor's customer service and support business applications; real-time analytics; industry-specific functionality and workflow; context mining of voice and text; scalable cloud-based systems; social media engagement; suggested next agent action; multimodal capabilities, such as chat within mobile self-service; and even co-browsing. Gartner surveyed the CRM field and evaluated each vendor including Pegasystems. Download this Gartner Magic Quadrant analysis and gain a better understanding each vendors’ CRM Customer Engagement Center solutions.
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best practices, customer support, business intelligence, business optimization, customer engaement
    
Pega
Published By: LogMeIn     Published Date: Jul 11, 2016
Cette liste succincte met en avant les bonnes pratiques à l’attention des Agents susceptibles d’aider votre entreprise à atteindre ses objectifs d’excellence.
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live chat, customer service, customer support, live chat success, best practices for agents
    
LogMeIn
Published By: LogMeIn     Published Date: Jul 12, 2016
Cette liste succincte met en avant les bonnes pratiques à l’attention des Agents et Administrateurs susceptibles d’aider votre entreprise à atteindre ses objectifs d’excellence.
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live chat, customer service, customer support, live chat success, best practices for agents and admins
    
LogMeIn
Published By: LogMeIn     Published Date: Jul 12, 2016
Best Practices für Betreuer und Administratoren
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live chat, customer service, customer support, live chat success, best practices for agents and admins
    
LogMeIn
Published By: LogMeIn     Published Date: Jul 12, 2016
Best Practices für Agenten
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live chat, customer service, customer support, live chat success, best practices for agents
    
LogMeIn
Published By: CodeBaby     Published Date: Nov 27, 2012
Healthcare organizations are integrating intelligent virtual assistants to enhance online experience and reduce costs. This guide overviews the capabilities and benefits of using virtual assistants to engage, optimize, and complement existing service channels.
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online self-service, customer experience, customer service, intelligent virtual assistants, conversion optimization, tech support, crm, web self-service
    
CodeBaby
Published By: LogMeIn     Published Date: Oct 08, 2015
This paper reveals 67 expert tips to help agents and administrators alike provide superior service via live chat.
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live chat, customer service, customer support, live chat success, best practices for agents and admins
    
LogMeIn
Published By: LogMeIn     Published Date: Oct 08, 2015
This white paper illustrates the best live chat practices that can help make your company’s dream of excellence a reality.
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live chat, customer service, customer support, live chat success, best practices for agents and admins
    
LogMeIn
Published By: LogMeIn     Published Date: Oct 08, 2015
This paper illustrates how savvy live chat users maximise returns on their technology spend by establishing a continuous improvement system that helps them fine-tune their activities based on customer needs and wants.
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live chat, customer service, customer support, live chat success, best practices for agents and admins
    
LogMeIn
Published By: LogMeIn     Published Date: Oct 08, 2015
This infographic illustrates 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.
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live chat, customer service, customer support, live chat success, best practices for agents and admins
    
LogMeIn
Published By: LogMeIn Rescue     Published Date: Oct 21, 2013
This paper conveys how the pressure to increase customer satisfaction metrics with less funding will increase as companies look for new ways to differentiate their services and reduce customer churn. To get ahead, customer support organizations must maintain a focus on using the right measures of success. They need to empower agents to support more customers better, providing them with multiple, integrated communications channels, and they need to be dedicated to delivering the best customer experience regardless of the support request.
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logmein, customer experience, customer support, support, support desk, remote support, remote support technologies, remote support solutions
    
LogMeIn Rescue
Published By: Oracle Service Cloud     Published Date: Mar 23, 2016
According to Forrester Research, 76% of consumers are using online self-serve to find answers—more than any other support channel, including phone. And they are no longer just looking for customer support directly on companies’ Facebook or Twitter sites. They are seeking help from their peers for quick and easy answers. Companies are recognizing this social service trend and are using customer communities as a platform to enable customers to socially self-serve. This approach can greatly enhance the overall service experience and reduce escalations to an agent. In looking at social service trends and benefits, it’s important to strategically think about the customer community implementation and planning process.
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oracle, service cloud, service management, customer interaction
    
Oracle Service Cloud
Published By: Art Technology Group, Inc     Published Date: Feb 02, 2009
Written by: Forrester Research and Sponsored by:  Art Technology Group, Inc. In 2008, contextual, task-related help means more than a toll-free number on a booking page or a FAQ section on your Web site. It means being more relevant and personal and helping travelers in the channel they prefer immediately so they aren't driven to other channels - or worse, a competitor's site.
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art technology group, travel ebusiness, interactive support, call center help, customer support, online chat, gen x, gen y
    
Art Technology Group, Inc
Published By: Cisco     Published Date: Jul 11, 2016
Contact centers play a major role in determining the customer’s perception of a company. Often seen as brand ambassadors, agents are the main interaction point for customers. It is therefore critical that they deliver personalized communications in the channels that customers prefer. Businesses should use cloud technology to add multichannel tools and support growing demand for chat, social, SMS and video. Cloud solutions allow contact centers to gain access to new technology capabilities and channels on demand with the ability to scale up quickly. They offer the best technology innovation as well as the ability to scale agents up and down as business needs change. This whitepaper provides background on cloud contact centers, their advantages and the essential considerations for selecting a vendor.
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Cisco
Published By: IBM     Published Date: Oct 15, 2013
Good marketing is like a conversation. You have to listen to your customers. In our connected world, that means listening to the data they generate in their interactions with your brand.
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enterprise marketing management, emm, capitalize market, data driven marketing, data collection struggle, data trails, customer behavior, mistargeted market
    
IBM
Published By: Oracle     Published Date: Nov 13, 2013
Today customers look to engage with organizations through an increasing number of channels – and expect more from every customer service and support experience. A strategically implemented knowledge management initiative for both the contact center and Web self-service channels offers a powerful answer to this growing need to do more with less. However, a poorly implemented initiative can have a negative impact – increasing call and Web session time and frustrating both customers and agents alike. This eBook sets out 5 simple steps for optimizing customer service and support with an effective, best-practice-led knowledge management initiative.
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zenithoptimedia, oracle, knowledge management, transform customer service, oracle comprehensive solution, optimize customer service, contact center, web self-service environment
    
Oracle
Published By: Cisco     Published Date: Dec 21, 2016
Businesses must become agile and provide differentiated service as customer demands and expectations change. Moving beyond simple phone transactions, customers are taking matters into their own hands and turning to their peers, the web and social media to find answers. Contact centers play a major role in determining the customer’s perception of a company. Often seen as brand ambassadors, agents are the main interaction point for customers. It is therefore critical that they deliver personalized communications in the channels that customers prefer. Businesses should use cloud technology to add multichannel tools and support growing demand for chat, social, SMS and video. Cloud solutions allow contact centers to gain access to new technology capabilities and channels on demand with the ability to scale up quickly. They offer the best technology innovation as well as the ability to scale agents up and down as business needs change. This whitepaper provides background on cloud contact cen
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Cisco
Published By: Oracle     Published Date: Nov 01, 2013
Today customers look to engage with organizations through an increasing number of channels – and expect more from every customer service and support experience. A strategically implemented knowledge management initiative for both the contact center and Web self-service channels offers a powerful answer to this growing need to do more with less. However, a poorly implemented initiative can have a negative impact – increasing call and Web session time and frustrating both customers and agents alike. This eBook sets out 5 simple steps for optimizing customer service and support with an effective, best-practice-led knowledge management initiative.
Tags : 
zenithoptimedia, oracle, knowledge management, transform customer service, oracle comprehensive solution, optimize customer service, contact center, web self-service environment
    
Oracle
Published By: Pega     Published Date: Jun 21, 2016
IT leaders working on customer service projects must display an incredible amount of diligence. An organization’s CRM system has become its lifeline to customers, but as customer needs evolve so has the requirements of CRM. According to Gartner, today’s CRM solution must include a laundry list of capabilities outside its traditional core functionality including: native mobile support of the vendor's customer service and support business applications; real-time analytics; industry-specific functionality and workflow; context mining of voice and text; scalable cloud-based systems; social media engagement; suggested next agent action; multimodal capabilities, such as chat within mobile self-service; and even co-browsing. Gartner surveyed the CRM field and evaluated each vendor including Pegasystems.
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Pega
Published By: Dun & Bradstreet     Published Date: May 10, 2016
Vendors' positions in this Magic Quadrant reflect the growing demand for cloud-based customer service applications to support agents who engage with customers through multiple channels. Learn how the Lithium Platform can help develop a support community, customer engagement on the cloud, and provide multi-channel customer analytics tools.
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Dun & Bradstreet
Published By: Pega     Published Date: Jun 21, 2016
IT leaders working on customer service projects must display an incredible amount of diligence. An organization’s CRM system has become its lifeline to customers, but as customer needs evolve so has the requirements of CRM. According to Gartner, today’s CRM solution must include a laundry list of capabilities outside its traditional core functionality including: native mobile support of the vendor's customer service and support business applications; real-time analytics; industry-specific functionality and workflow; context mining of voice and text; scalable cloud-based systems; social media engagement; suggested next agent action; multimodal capabilities, such as chat within mobile self-service; and even co-browsing. Gartner surveyed the CRM field and evaluated each vendor including Pegasystems.
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Pega
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