Tim Sloane (Mercator), Justin Lemrow (Contact Solutions)
Profits from running prepaid programs are often elusive and hard to capture. Tim Sloane of Mercator highlights key findings from his prepaid program profitability model and Justin Lemrow of Contact Solutions talks about the importance of customer care in achieving sustainable profits.
Michael Flores, CEO Bretton Woods; Justin Lemrow, Director of Continuous Improvement, Contact Solutions
Disruptive changes in the Retail Banking industry have forced executives to rethink age-old business models in order to survive the rapidly changing environment. Customer experience is a strategic lever that you must know how to operate to be successful. But what can you do right now?
Learn how other executives using customer experience and the call center to beat the mounting pressures to do more with less. In this webinar, you will learn:
- What you're missing in your vision of banking channels
- Why a tight focus on mobile might undermine your customer experience strategy
- What your peers say about the role of the contact center in the future
Megan Burns of Forrester Research and Justin Lemrow, Director of Continuous Improvement at Contact Solutions
The CFPB Complaint Database Could Be the Best Thing to Happen to Prepaid This Year. Curious? Learn more in this webinar from Forrester Research, Inc., and Contact Solutions.
The prepaid card industry is becoming more regulated, which means it is a crucial time for prepaid card providers to focus on customer experience.
With the Consumer Financial Protection Bureau (CFPB) now publicly sharing individual-level consumer complaint data on financial services companies, your business – and your customer experience – must be prepared for this public scrutiny.
In this informative, 60-minute webinar, Contact Solutions and Forrester Research will examine the importance of customer experience in the increasingly regulated prepaid card environment. We will share practical advice about how improved customer experience in the prepaid industry can help reduce regulatory scrutiny and how your business can turn the process from a business threat to a competitive advantage.
Guest speaker Megan Burns of Forrester Research, Inc., a leading expert on customer experience, and Justin Lemrow of Contact Solutions, a thought leader schooled in the discipline of continuous improvement, will present case studies, best practices and lessons learned from other industries that will provide you specific strategies and tools to take back to your company today.
Justin Lemrow, Director of Continuous Improvement, Contact Solutions; Dan Miller, Sr. Analyst, Opus Research
When customers call your company, they have a single objective in mind: Fast, frictionless results. They equate “service quality” with quick resolution of their problems by a live agent. If they are put on hold, confronted with confusing options or delivered to an individual who is not “up-to-speed” with their requirements, they think less of your company and its brand.
Customers equate satisfaction with reaching a live person. Yet our research and empirical data show that what customers really want is fast, friction-free resolution of their specific problems – whether its on a Web site, mobile app, voice response system or through a live agent. Achieving long-term customer satisfaction is a long-range goal that requires constant monitoring and improvement.
Join Dan Miller, Sr. Analyst at Opus Research, and Justin Lemrow, Director of Continuous Improvement at Contact Solutions, as they discuss how to strike the right balance between automated self-service and human assisted care in order to achieve high-levels of customer satisfaction at relatively low-levels of expense. Their observations will be grounded in the benchmark findings from a financial services company that conducts constant quality assessments of how well the company recognizes and resolves each customer’s intent, interaction and perception.
Paul Logan, CEO of Contact Solutions, and hosted by Marilyn Bochicchio, CEO of Paybefore
According to Forrester Research, better customer experience (CX) can be worth millions in annual revenue to card programs and to companies like yours. Yet, the customer experience discussion has barely even started in Prepaid. This webinar kicks it off. Topics include:
• Why customer service needs to be at the top of your agenda
• Seven customer service sins in prepaid that create barriers to business success
• Customer service lessons learned from the leading brands
Premise or Cloud? Cloud or Premise? Not all solutions are equal when addressing the possibilities of improving the Customer Experience.
In this short, education webcast, join Contact Solutions for a discussion with Customer Experience and Continuous Improvement expert Justin Lemrow, and learn why Customer Experience managed in the cloud is CXier.
Coaching your agents is one of the most effective ways to improve the customer experience in your contact center. You review how they handle calls, break down the interactions, and provide constructive feedback so they can improve. Why not do the same for your IVR? Caller interaction with your IVR can influence customer experience just as much as your agents do.
You can coach your IVR just as effectively as you coach your agents, but only if you capture enough information to measure the full customer experience.
Join us on October 25th at 2:00 PM Eastern time for a new 30-minute webcast from Contact Solutions. In Creating Coachable Moments in the IVR we will discuss:
-Why surveys alone can be misleading
-3 areas you should be measure to get a complete picture of customer experience
-Why the IVR is an important touch-point you can not afford to ignore
Insights for contact center leaders, CX professionals and executives.
Contact automation (in particular your IVR) doesn't have to be a dirty word. When applied correctly, this application can be a cost-savings tool that also delivers the same positive customer experience you expect from live agents. Join us as we address industry opportunities and reveal game-changing innovations.
Join us at Dell World 2015 to explore how Dell Services can help your organization become Future Ready. Explore interactive demos, augmented reality presentations, and truly decked out Delorian on display. Learn more at http://dellworld.com/
As part of a wider digitization initiative, Meander Medical Centre wanted to involve nurses in the development of an app that would help them deliver better patient care. The IT team and nursing staff worked with Dell Digital Business Services to design an app that would be used on the Dell Venue 11 Pro tablet, integrating with the hospital’s electronic medical record system.
Stu Sjouwerman, CEO of KnowBe4, has seen first-hand the devastating impact of ransomware on healthcare entities. And he knows traditional defenses aren't enough to ward off attackers. What's needed is a whole new approach to user education.
Ransomware is currently one of the most disruptive security challenges for enterprises. As it moves from an individual employee's PC to the corporate network, the impact can be significant. Despite research and analysis by security firms and analysts, most don't have a good idea of how a piece of ransomware actually operates, i.e. what is affected and when, what signals to look for, etc. Exabeam researchers have detonated nearly 100 strains of ransomware in the labs and produced a detailed analysis of how a ransomware attack actually unfolds, and how an organization might respond to shut it down. Join Exabeam and (ISC)2 on July 21, 2016 at 1:00PM Eastern and gain a better understanding of the mechanisms of ransomware, how to detect it and shut down an attack.
New measures proposed by the Government will impact community pharmacies across the UK; the biggest change of this nature in decades. The impact will go beyond community pharmacies as other stakeholders also feel the pressure.
UK pharmacies already support more inhabitants per pharmacy than other major European markets; how will this funding change impact how patients are cared for in the community? How will pharmacy suppliers, such as consumer health companies, operate in the increasingly cost constrained and competitive environment?
Working with our partner, IMS Health, we present an interactive webinar to share market insight on the potential impact and a live discussion with critical stakeholders of this change. Hear directly from key stakeholders about their thoughts of how the changes will play out, and what this means for you in your sector.
The days of ensuring each designer has their workstation under their desk is becoming less the norm. Many organizations, particularly media and entertainment as well as architecture and engineering are considering leveraging the cloud to provide workstations to solve common IT problems resulting from big data sets, a dispersed and flexible workforce as well as increasing concern for data security.
Alex Herrera, a senior analyst with Jon Peddie Research, author, and consultant to the world’s leading computer graphics and semiconductor companies will provide guidance on how organizations can develop an IT strategy to deploy and support a secure cloud model, where pay-as-you-go is the norm.
This session will provide valuable insights including:
• Pros and cons of hosting workstations in the cloud
• How to effectively manage workflows
• Differences between private and public clouds
• Key considerations for cloud deployments
Teradici’s CTO will discuss how customers can effectively leverage Teradici PCoIP Workstation Access Software to securely deliver a seamless end user experience from the cloud.
Those who attend the webinar will receive a copy of the slide deck.
Q&A will follow at the end of the session.
The virtualization wave is beginning to stall as companies confront application performance problems that can no longer be addressed effectively.
DataCore’s Parallel I/O breakthrough not only solves the immediate performance problem facing multi-core virtualized environments, but it significantly increases the VM density possible per physical server. In effect, it achieves remarkable cost reductions through maximum utilization of CPUs, memory and storage while fulfilling the promise of virtualization.
Join us for this webinar where we will take an inside look into DataCore’s Parallel I/O technology and show you what it can do for businesses running Microsoft SQL Server to improve the performance of database-driven applications.
A global telecoms company ingests 300 million customer records in < 1.5 minutes today. A mid-size firm handles 3.7 billion transactions annually. With Big Data analytics at the heart of all these systems-driving transformation, innovation and new customer insights-these projects include massive quantities of sensitive data that flow across multiple systems. Adding to the complexity of securing your data, these systems are spread across multiple data centers, on premise, and in the cloud. Join HPe Security - Data Security and (ISC)2 on July 19, 2016 at 1:00PM Eastern to understand how enterprises can leverage end-to-end data-centric protection in conjunction with their Big Data systems and view a technical deep dive into how enterprises can gain Big Data Insights - without the risk.