Forrester study highlights the value of customer intelligence
Discover why Forrester Consulting examined the latest trends in customer intelligence.
May 16, 2016
In today’s customer-centric marketplace, the customer experience is everything. Research shows 55% of customers are willing to pay more for a “guaranteed” good experience – meaning customers are no longer satisfied with just being promised a good experience.
So what does this mean for companies looking to compete on the basis of the customer experience?
For starters, it’s critical to provide the type of unparalleled customer service that will drive loyalty and repeat business. But companies also need to find ways to go above and beyond to delight their customers and encourage them to share their experience with others.
To empower customer experience professionals to best serve their customers, CallMiner has recently launched our new online community Check it out and consider becoming a member of Engagement Optimization (EO).
Let’s take a look at all the new site has to offer:
To help customer experience professionals keep current with industry news and best practices, EO offers blog posts, whitepapers, discussions, and other informative content in the following areas:
The idea is to enable industry experts from around the globe to connect, share, communicate, and collaborate in an interactive online community. By building a strong network, individuals and groups can use EO as a resource for professional development and better serving their customers.
To access news, click on the “News” tab on the top navigation and select the category you wish to view. In this screen, you will also be able to search industry news & best practices, members can pose a question in either of these areas.
In addition to content in the areas listed above, EO also offers webinar recordings in a variety of different areas: real-time interaction analytics, motivating & retaining quality agents, etc.
What’s more, it offers a list of industry and CallMiner events, which can be sorted by: all upcoming events, all past events, events you are attending, etc.
To access webinars and events, click on the “Webinars & Events” tab on the top navigation and select the category you wish to view. Categories can be listed by thumbnails or details.
The EO site is more than a resource for content related to customer experience management; it’s also a place for interaction analytics users to engage with their peers. Through product user forums, discussions, and ideas, customer experience professionals can share knowledge, advice, and feedback.
To access product forums, click on the “Product Forums” tab on the top navigation. Note: To view product user forums and follow, share, and participate in the EO community, you must create an account.
With customer experience only increasing in importance, companies must be able to meet – and exceed – customer expectations to remain competitive in the market. CallMiner’s new customer engagement optimization community offers customer experience professionals a variety of resources that can help them better serve customers in today’s demanding marketplace.
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