How Leaders Drive Customer Success
Today, B2B customer consumption patterns are changing, and these changes have gathered speed with the pandemic. In many cases, subscription-based services are now providing customers a better alternative over outright purchase of a product. Subscription relationships are proving to be convenient to consume, are economically beneficial, and are generally easier to exit.
Modern Content: A Double-Edged Sword
Content is complicated. It’s 24/7, increasing 10x over the past few years alone.¹
Are You Making the Most of Salesforce in the Contact Center?
When the best of plans go bad, unintended consequences are often then result. You chose Salesforce to be a critical part of your tech stack for good reasons. But making the most of that investment continues long after initial implementation.
Are You Getting as Much Out of Salesforce in Your Contact Center as You Should Be?
Your rationale for choosing Salesforce was simple: Salesforce, by far, is the leading CRM in the world. And Salesforce Service Cloud has the potential to totally transform customer experience by automating processes, streamlining workflows, and supporting customer service agents. Users have found high value in using Salesforce & have received significant returns on their investment.
5 Factors Driving True Customer Experience Transformation
Customers today expect omnichannel experiences. They want customer service, support and sales teams to understand their relationship with the company and know their history. While deploying omnichannel goes a long way in eliminating customer experience failures, omnichannel by itself does not transform a company's customer experience.
How to Future-Proof Your Remote Workforce
The "new normal"... These days, we’re not just hearing about it. We’re experiencing it!
Smarter Customer Support Drives 70% Reduction in Support Volume for a Global Tech Giant
Read our case study about how Sutherland helped a global technology giant create a human-centric experience to drive a reduction in support volume.
Balancing AI and Humans to Combat Misinformation
Never before has the internet — and information we consume — been in such a considerable state of flux. We're facing a true crisis of misinformation, where fake news is 70 percent more likely to be retweeted than true stories.
Top 5 Support Factors Influencing the Purchase and Adoption of Connected Consumer Devices
Over the past 10 years, the technology landscape in US homes has evolved significantly. The proliferation of connected consumer devices inside the home means old customer support models need to be reconsidered. Both the tools and the types of support needed have changed.