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Insights

PPT Solutions understands that genuine partnerships are based on trust, integrity and a mutual commitment to one another’s success. They are firmly built on collaboration and insight sharing with a keen focus on achieving better outcomes. We are pleased to share with you industry insights produced by PPT Solutions and subject matter experts across customer experience and business communities.

April 25, 2017

Four Ways to Optimize Your Omnichannel Customer Experience Using Technology Solutions

Customer Experience (CX) is the new competitive battleground for business. Whenever and wherever your customers interact with your brand, they have lofty expectations of a seamless experience across all channels. Whether speaking to an agent on the phone, making an online purchase or using a mobile application, they expect great service and a consistent brand experience. No channel can be ignored. Delivering a truly omnichannel Customer Experience is now a primary source of differentiation in today’s business world. Living up to your customer expectations can be a daunting endeavor but there are technology solutions to help you optimize your efforts – some of which may be already present in your very own organization. In this insightful article, learn four ways to optimize your omnichannel CX through today’s technology solutions.

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April 11, 2017

Cloud Versus On-Premise Contact Center Solutions

Companies have many technology choices when it comes to contact centers. Most businesses have some understanding of the benefits of cloud solutions – they are operational-friendly, highly flexible, reliable, scalable, and most importantly, cost efficient. However, when comparing cloud versus on premise contact center solutions, monetizing the cost savings and making a selection that precisely matches your unique business needs can be a daunting task. This insightful article provides an overview of each option as well as 6 factors to consider when evaluating the merits of each solution.

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March 21, 2017

Critical Metrics to Consider When Measuring Your Customer Experience

Companies and brands that have embraced a philosophy of continuously improving Customer Experience (CX) are leading the way in every sector of the marketplace. The CX landscape is constantly changing and evolving. To ensure you’re adapting and meeting your ongoing ROI efforts, it’s critical you establish the appropriate metrics to determine a performance baseline. Optimizing your performance is dependent on obtaining rich data on what your customers want and how well your support works – accomplished with great efficiency and an even better return on investment. This informative article highlights several metrics commonly used by mature CX companies to measure their Customer Experience effectiveness.

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March 7, 2017

Four Ways to Enhance Your Customer Experience and Improve Your Financial Outcomes

Companies delivering industry-leading customer experiences are winning the fight for consumer’s hearts, minds and wallets. While doing so, they are also reaping the benefits of enhanced Customer Satisfaction (CSAT), increasing Customer Experience Scores and, most importantly, improving financial outcomes. It’s a simple fact. Increased CSAT, enhanced Customer Retention and a greater Customer Lifetime Value (among other Key Performance Indicators) are direct results of improvements in Customer Experience (CX). Not only will CX drive revenue, but it will also enable an organization to manage and lower expenses related to Customer Acquisition, Cost per Interaction and others. That being said, some companies struggle with staying ahead of the Customer Experience evolution and capitalizing on its game-changing benefits. Here are several ways to enhance your CX and stay ahead of your customers and competitors.

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February 20, 2017

Robotic Process Automation: Your Engine for Growth in 2017

The success of any business is dependent upon sound economics. Successful companies are continually seeking opportunities to reduce spend, enhance performance and streamline operations – all while simultaneously delivering industry best value to their customers. With the emergence of new technologies and our changing geopolitical environment, 2017 is shaping to be an instrumental year for automation. As companies are more likely to be taxed for outsourcing jobs overseas, a new reality will surface requiring the use of a more expensive domestic labor force. This shift will force all companies to scrutinize their labor practices, resource allocations and process effectiveness. While Business Process Outsourcers (BPO) will be most impacted, it will be imperative all companies reevaluate their operational processes and seek automated solutions to ensure maximum corporate efficiency.

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February 7, 2017

Capitalizing on the Power of Artificial Intelligence to Deliver a Profound Customer Experience

Information is power. We live in an age in which technology is creating amazing new capabilities for businesses to leverage the massive amounts of information Big Data is providing. To remain competitive as data growth continues to explode, companies need to optimize the customer data they are collecting and find additional ways to drive greater enterprise value. To some, the reference to Artificial Intelligence (AI) conjures images of futuristic machines in science fiction movies. The reality is that AI is the next evolution of Big Data and Customer Experience. And it’s already here. Whether in the form of a movie recommendation on Netflix, an impromptu product offering on your favorite e-commerce site or a chat with a customer support representative, it shapes our world on a daily basis. AI is proving to be a game-changing solution to providing a more personal and profitable Customer Experience.

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January 17, 2017

What is “Customer Experience” and How Do Successful Companies Deliver Against Today’s Expectations?

By PPT Solutions

Products and services have been reduced to a commodity in most industries, in which traditional differentiators such as price and features are no longer the dominant driver of consumer decision-making. Customer Experience (CX) has now taken center stage as the holistic approach to creating and managing customer satisfaction.  Learn why Customer Experience is critical for sustainable success, how successful companies exceed CX expectations and the importance of defining benchmarks and key performance indicators.

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November 15, 2016

Why Customer Experience Matters More Than Ever

By PPT Solutions

Consumers have more choices than ever before. Conversely, the rise of social media and other dynamic technology-driven platforms have provided companies unprecedented access to customers and prospects. In today’s hyper-competitive marketplace, one negative outcome or slightly unsatisfactory encounter can lead to a customer experience that, in a single “share” or “tweet” can be shared across the globe. The perception of your brand is impacted by each and every consumer interaction – across all channels and throughout the lifetime of customer relationship. To remain sustainable and relevant in this new social market, it’s not enough for companies to simply understand this paradigm shift. They must fully embrace Customer Experience so it permeates their corporate culture, consistently fulfills a unified brand promise and authentically delivers a transformational omnichannel experience. While the benefits of delivering a great Customer Experience are wide-ranging, there are several key outcomes that clearly define why Customer Experience matters in today’s consumer-driven world.

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August 29, 2016

Successful Contact Center Cloud Migrations

By Scott Prater, VP of Technology, PPT Solutions

It’s no secret that businesses today either have already significantly migrated to the cloud, are in the middle of a cloud migration, or are developing their cloud strategy. When talking with contact center operational or business executives, I always ask if they have migrated any of their applications to the cloud. If the answer is yes, I generally hear one of two answers: “Yeah, I migrated to the cloud” (followed by a frown) or “Yay! I migrated to the cloud” (followed by a smile). So why the disparity in enthusiasm?

 

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