Het meten van customer experience

In dit white paper legt Oracle uit hoe op een nieuwe manier gekeken kan worden naar customer experience (CX). Oracle beschrijft de Customer Experience (CX) Value Equation als een methode om de waarde van CX te meten, samengesteld uit drie aandachtsgebieden: Acquisition, Retention en Efficiency. Elk gebied kent zijn eigen KPI’s en metrics, die uitgebreid worden beschreven.

Oracle white paper: Customer Experience (CX): Metrics and Key Performance Indicators. September 2012. Oracle_SVC_US_EN_WP_CustomerExperienceMetrics.

At-Home vs. Brick-and-Mortar (white paper)

At-Home vs. Brick-and-Mortar (white paper)

How the Virtual @Home Model is Transforming the Contact Center Industry Ongoing adoption of virtual contact centers has made the @home model a mainstream outsourcing solution and industry analysts predict continued growth. As a corporate decision-maker, call center executive, customer service director or head of operations, it is important to make sure your company is leveraging the benefits of today’s virtual business world. Learn why switching to a virtual solution can give your organization a competitive edge.

White paper Alpine Access, 2012: At-Home vs Brick-and-Mortar

Benefits of Web Self-Service (white paper)

Benefits of Web Self-Service (white paper)

According to Forrester, 72% of customers prefer using a company’s Website to answer their questions. But only 52.4% find the information they need online. Customers want to solve their issues quickly and easily on the Web. When they can, they are likely to buy more, with 88% saying they will increase their spending.

benefits of web selfservice

Keep your customers smiling by better managing their brand experiences (white paper)

Keep your customers smiling by better managing their brand experiences (white paper)

The following paper examines key findings from a recent eDigitalResearch consumer survey investigating how consumers presently view their customer experience and what they feel should be done to better their experience with businesses and brands as a whole. The results specifically examine:

• How customer loyalty differs across industries

• How different ways of contacting a brand can affect the overall customer experience

• The current state of customer contact experiences

• What should be done to improve the customer experience overall

Brand experience

Service desk 2.0 (white paper)

Service desk 2.0 (white paper)

De zakelijke IT-eindgebruiker verandert in een hoog tempo. Bring Your Own Device (BYOD) zorgt er voor dat de medewerker zich steeds meer gaat gedragen als een IT-consument. Hij verwacht anytime, anyplace toegang tot informatie: met downtime zakt de productiviteit immers naar nul. Of de werknemer nu met ‘how to?’ vragen worstelt of er iets mis gaat, hij wenst full support. De servicedesk is daarbij bepalend voor zowel productiviteit als end user experience.
Hoe richt je de servicedesk in zodat hoogwaardige, kostenefficiënte service kan worden geleverd? Met deze white paper laten wij u zien hoe u de nieuwe IT-servicedesk kunt inzetten om succesvol op deze veranderende omstandigheden in te spelen. We laten zien welke krachten inwerken op de servicedesk en we leggen uit wat de tien belangrijkste trends zijn die op de servicedesk afkomen.

White paper, Giarte Media Group,  juni 2013 – Servicedesk-2.0 white paper Giarte