Cisco: Telecom Case Study

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A leading global communications company with customers in more than 170 countries, BT offers fixed-line services, broadband, mobile and TV products and services to consumers, enterprise companies, and the public sector. BT Global Services is one of the company’s four customer-facing lines of business, providing managed networked IT services for large corporate and public sector customers.

VMware Zimbra: The Leading Alternative To Microsoft Exchange

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Delivering on the promise of easier administration, anywhere access and lower total cost of ownership, VMware Zimbra® is the leading email and collaboration solution with over 70 million paid mailboxes worldwide. When combined with VMware vSphere, Zimbra can help businesses achieve significant cost and operational efficiencies – 4x to 5x better performance than Exchange. Featuring a

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Multichannel Customer Service: Best Practices for Building Retail Loyalty

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The rise of the internet has meant big changes for customer service. No longer reliant on talking with a call center agent to resolve a problem, check the status of an order or get advice on choosing the right product, consumers today have an array of digital customer service tools at their disposal, the newest

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Improving Engagement with Multi-Channel Service

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Best-in-Class organizations execute on a strategy that supports the multi-channel nature of customer requests. These leading organizations do not just open up their service infrastructures to accommodate new channels, but also empower their teams to deliver an effective and consistent experience regardless of the channel selected by the customer. This document will highlight the key

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Live Chat Effectiveness 2013

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Built on the results of an annual survey of Internet shoppers worldwide, the 2013 Live Chat Effectiveness report outlines Internet shopper communication and purchasing behavior and preferences. The report includes findings specific to live chat technology, as well as other engagement channels, such as phone, email and social media. This year’s report explores how Internet

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Live Chat in Support Environments

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Based on research with more than three hundred companies, this report takes a close look at how live chat is used and measured in support settings, how organizations use live chat to engage with prospects and customers, metrics used to measure live chat success in support engagements and why organizations believe live chat helps them

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Live Chat’s New ROI

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Live chat has proven itself in the support world by providing fast return on investment through easily-achieved agent efficiencies. While there is still ground to cover in the opt-in world of passive chat, the new frontier in web-based customer engagement technology lies within a more dynamic discipline – the optimization of invitation driven chats. In

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