Agent Analytics Delivers Success for Customer Experience

By | August 29th, 2018|Blog|

The more advanced analytics that enterprises can continue to add to their contact centers, the better. Agent analytics is starting to get the attention it deserves. It's very closely tied to improving customer satisfaction and success, as well as reducing agent turnover. And as a result, it should be a key selection criteria for those [...]

Upcoming Webinar – DCX [Ep.4]: Digital Transformation – Success Stories for Customer Engagement

By | |Webinars, Contact Center and Customer Engagement, Digital Transformation|

September 20, 2018 11am ET Register here Nemertes recently completed an extensive research project evaluating how companies are transforming their customer experience. We all know technology can improve the customer experience, but exactly which technologies and how do we apply them? Too much technology, too quickly deployed, can result in frustration and failure. In this [...]

Webinar Replay – DCX Series [Ep. 3]: Customer Experience Metrics That Matter

By | |Webinars, Contact Center and Customer Engagement, Digital Transformation|

Nemertes recently completed an extensive research project evaluating how companies are transforming their customer experience. In this third episode you will learn what makes a truly successful customer interaction? How does that one interaction escalate into an engaged customer with a positive overall customer experience? And more broadly speaking, how do companies evaluate their overall [...]

Webinar Replay – DCX Series [Ep. 2]: How to Capitalize on Digital Customer Experience

By | |Webinars, Contact Center and Customer Engagement, Digital Transformation|

Nemertes recently completed an extensive research project evaluating how companies are transforming their customer experience. In the second episode of our Digital Customer Experience webinar series, you'll learn: How are companies organizing to transform CX? Who runs the projects, and who is on the teams? What is a typical budget for digital CX? What technologies [...]

Webinar Replay – DCX Series [Ep.1]: The Technologies & Vendors Driving Customer Engagement

By | |Webinars, Contact Center and Customer Engagement|

Hundreds of companies, both old and new, are providing technology designed to improve customer engagement, ultimately raising customer experience scores. Everything from contact center to CRM to user sentiment to in-app contextual communications to many more areas are part of the customer engagement movement. This first episode of our Digital Customer Experience series serves as [...]

CIO Plays Crucial Role in Customer Engagement Transformation

By | May 23rd, 2018|Blog|

When is the last time you had a spectacular customer interaction? How about one that involved digital channels, including webchat, screen sharing, or even video conferencing—or any combination of them in the same interaction? We can readily recall incredibly bad customer service, but the rest is often “ho-hum,” meaning the company got the job done [...]

Webinar Replay – UCC Series [Ep. 3]: Why are Collaboration Tools Vital to Top-Notch CX?

By | |Free Report, Webinars, Unified Communications and Collaboration|

Without a solid collaboration strategy, organizations are very unlikely to succeed at digital transformation initiatives, particularly those that involve improved customer experience. The "customer" may be internal or external to the company. This webinar reviews key data and real-world scenarios that show why collaboration tools enable customer experience improvements. We will address the following: What [...]

Webinar Replay – IT Leader Panel Discussion – Battle for Enterprise Collaboration: Teams vs. Spark vs. Slack

By | |Free Report, Webinars|

The world of communications and collaboration is transforming drastically. Rather than disjointed voice, video, IM, and document sharing tools, companies are moving toward team collaboration--Microsoft Teams, Cisco Spark, Slack, for the most part, in addition to RingCentral Glip, Avaya Equinox, and others. The big question: Which solution is the best for [...]

Webinar Replay – Turbocharge Customer Experience in Your Next Digital Transformation Initiative

By | |Free Report, Webinars|

All the rage these days is about improving customer experience (CX). It's a cornerstone of any digital transformation strategy. But how, in practice, do companies do it? Which technologies are must-haves, particularly in the contact center, and which should be on the planning list? Nemertes Research has conducted an in-depth study tracking the digital transformation [...]

Bolstering Customer Experience

By | November 8th, 2017|Cloud and Networking, Digital Transformation, Unified Communications and Collaboration|

Download Report Executive Summary Nearly 70% of companies cite “improving customer experience” as the business goal of their digital transformation projects. Several technologies can help improve customer experience, both inside and outside of the contact center. However, contact centers are the core for serving customers. Though most companies use voice and [...]