Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

Industry Research : IT Channel Companies Strive to Improve Customer Experiences, New CompTIA Study Finds

#contactcenterworld

Companies doing business in the information technology (IT) industry channel are making modest progress to improve their customer experience strategies, according to a new research report published by CompTIA, a trade association for the global technology industry.

About two-thirds of the 400-plus channel firms surveyed by CompTIA say they've made changes – major and minor – to their approach to the customer experience. Another one-third of companies are considering such actions.

"The customer's demand for flexibility is the primary driver prompting companies to examine their customer experience practices," said Carolyn April, senior director, industry analysis, for CompTIA. "Clients want to deal with their technology providers on any device they choose, at any time they choose."

....NOTE - content continues below this message


INVITATION

We invite you and your colleagues to join us LIVE as we take the highest rated industry conference back on the road in 2022 - join us and the elite in the industry at the 17th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

>>>>> FIND OUT MORE: HERE


....CONTENT CONTINUED BELOW

Three in 10 responding channel firms say they've moved to an 'omnichannel' approach for interacting with customers, using a variety of tools and platforms to foster better communications. An equal number of companies have embraced a hybrid approach, combining some new elements with more traditional go-to-market practices, such as in-store sales and basic e-commerce websites. The balance of companies – about 40 percent – are sticking with a traditional approach to customer engagement.

"The biggest challenge to enhancing the customer experience is a lack of resources, both financial and staff, especially among the small companies that make up the large majority of the channel," April explained.

Asked about how well they are doing with their current customer-focused activities, channel firms generally give themselves good ratings.

"Companies feel they're doing the best job in technical support, which is not surprising given that many channel firms are run by individuals who are technologists first, and businessmen and women, second," April said.

But challenges occur at the front and back ends of the customer relationship; beginning with customer recruiting and business development and ending with client renewal and retention.

"Companies recognize that having difficulties in attracting new customers and in keeping the ones you have is not a sustainable business model," April said. "They acknowledge the need to create more customer-friendly options for engagement and to improve the actions they take to measure the success of their efforts."

On the staffing front, 43 percent of companies surveyed have retrained technical staff; 36 percent have retrained sales staff; 33 percent hired dedicated customer service staff; and 31 percent hired full-time marketing and/or social media professionals.

They study also reveals that 41 percent of channel firms introduced a multi-device approach to serve customers; and 37 percent redesigned websites with new automated tools such as chat bots, video and artificial intelligence.

Companies are also stepping up their use of data and metrics to evaluate how their efforts are paying off, with 55 percent rating analytics as "very useful" in measuring and improving the customer experience.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prnewswire.com


About CompTIA:
The Computing Technology Industry Association (CompTIA) is a leading voice and advocate for the $5 trillion global information technology ecosystem; and the more than 50 million industry and tech professionals who design, implement, manage, and safeguard the technology that powers the world's economy. Through education, training, certifications, advocacy, philanthropy, and market research, CompTIA is the hub for advancing the tech industry and its workforce.
Company RSS Feed   Company Profile Page

Today's Tip of the Day - Empathy

Read today's tip or listen to it on podcast.

Published: Wednesday, August 7, 2019

Printer Friendly Version Printer friendly version

2022 Buyers Guide SaaS Solutions

 
1.) 
CrankWheel

CrankWheel Screen Sharing
CrankWheel is an easy and simple screen sharing solution, made for the needs of salespeople and customer service agents.

CrankWheel complements voice calls by adding visuals to ongoing calls. There is no need to get the customer off the phone, onto another platform.

Agents share their screens by directing clients to a link that can be sent via SMS, email or simply spelled out.

The client can enter on any device, mobile, desktop or tablet and enters the session instantly. There is no registration or download required by the client.

Features:
- Screen sharing
- Agents can hand control over to the client
- Warm lead capture widget that alerts the sales team instantly of an intere...
(read more)

2.) 
enthu.ai

We help you automate your QA program using artificial intelligence. Why just listen to 6 calls when you can listen to 100% of your calls that too without adding any additional resources.

We empower QAs to get to the right calls, find coaching and training opportunities and improve overall Customer experience.
 

CCWorld-TV

CCW TV PROGRAMMING

Centralised Healthcare System Managed By The Contact Center - Assistt (Turkey)
Jul 12

About us - in 60 seconds!

Submit Event

Upcoming Events

The 17th Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 999 
Showing 1 - 1 of 3 items

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed = True
session blnCompletedAwardInterestPopup = False
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =