White Paper: Content Guru
Building an intelligent contact routing strategy to improve customer experience level that considers customer value, resources, agent skills, priority rules can be challenging.
Giving customers greater control over the communication process, in conjunction with more intelligent contact routing, will maximize the chances of getting customers the best possible customer experience.
This technical whitepaper on “Intelligent Contact Routing to improve customer experience ” covers the top 10 tips to ensure customers reach the right agents and resources, each and every time. It highlights:
Set contact routing rules that fully support your customer experience management objectives
Make full use of all available information for intelligent contact routing
Actively manage the customer journey to improve customer experience
Act on customer insight and feedback for skill-based contact routing
Read this whitepaper which discusses ways in which organizations can efficiently, quickly and consistently conduct the customer contact routing to the right resources, every time for better customer experience.
Omni-channel commerce seems to be picking up steam across industries and has radically transformed the way companies do business. In an increasingly competitive marketplace, where buying processes are undergoing a radical transformation and switching costs are becoming virtually fictitious, companies that do not offer a superlative omni-channel experience are difficult to survive. This whitepaper on “Omni-channel commerce: Making customer experience the new competitive advantage”: Uncovers the radical changes in buying omni-channel experience, customer expectations, customer service Discusses the advancements in customer journey, the facets involved in implementing an omni-channel strategy Talks about a recently launched concept called “Universal Queue”, and its significance in omni-channel customer experience
By: Nous Infosystems
The subject of Consumer Engagement is never the same and faces a lot of challenges with the advancement in the communication technology and information technology; it has to be approached with a 360 degree view rather than looking at only one or two factors. By developing effective communication and consumer engagement capabilities through new technologies and strategies, payers can address challenges in an efficient manner. This whitepaper focuses on how consumer engagement can enhance healthcare quality, lower costs, and provide a better digital customer experience. Key takeaways from this whitepaper: Factors affecting consumer engagement in the Healthcare industry Technology to enable Payers and serve new customers Multichannel impact in consumer engagement Role of social media and real-time information in increasing brand loyalty and consumer engagement