In this final wrap-up of the New York events, we look at important product upgrades, find out how the latest co-browsing technology is impacting contact center efficiency and customer satisfaction, explore evolving customer preferences in mobile customer service and virtual assistants and delve into the latest progress in knowledge base solutions.
Infor announced its next-generation Infor Epiphany Digital Multi-channel Marketing Solutions 10.0.3. The business application software supplier is...continue reading this post »
Are businesses doing all they can to ensure that their technology investment is well spent? How can virtual agents become important contributors to voice-of-the customer feedback? Is visual IVR the future of customer engagement? What speech, language and voice technology solutions are making a difference in the marketplace? Find out answers to these questions as we continue to review companies who were making news at the New York event.
Empirix At a time where companies are making major...continue reading this post »
While some companies made major product announcements during the event, some made announcements prior to the conference, while others are waiting until Fall before rolling out new platforms, fine-tuning their brands and making internal changes.
Several conference sponsors discussed their plans and reported on their progress:
Five9 is coming off a record second quarter in 2013, having raised $34.5 in private funding and increasing revenue to new levels. The high-profile cloud contact center...continue reading this post »
SpeechTEK/CRMEvolution/Customer Service Experience Review #1
In an effort to better communicate with attendees of their multifaceted event held August 19-21, 2013 in New York, InfoToday took a new direction to summarize the diverse products and services being showcased on the exhibit floor. While SpeechTEK, CRM Evolution and Customer Service Experience retained their identities as separate educational programs, the organizers rebranded the exhibit hall under the umbrella title “Customer...continue reading this post »
As organizations with contact centers face increasing competition and impacts of market forces, they need to find new and better ways to improve their customers’ experience and satisfaction that strengthens loyalty and promotes their continued success in the marketplace.
Applying speech analytics increases multifold the ability to quickly uncover customer insights and identify at-risk customer issues and complaints, prevent costly high-impact incidents, such as defective or infectious product...continue reading this post »
Acknowledged as one of the industry’s influential events, Call Center Week took place in Las Vegas June 10-14. Approximately 1,500 contact center professionals (including expert personnel over 125 exhibitors) convened at Caesars Palace to exchange ideas, explore emerging technologies, hear from leading authorities in the field, and discuss what’s working in contact centers across a broad range of industries. Multi-channel solutions, analytics, voice of the customer measurement, mobile...continue reading this post »
Analyzing business calls to find the “voice” of customers is becoming standard business practice among companies of all sizes and industries, and within contact centers. More and more, simply recording calls and monitoring a sample with a goal toward “quality assurance” is becoming an inadequate process in the face of the growing trend to respond to the dynamic and fluid wants and needs of a business’ customer base. Business owners and managers are realizing that the conversations taking place...continue reading this post »
As companies continue to evolve their CRM strategies to attract and maintain customers, the contact center has emerged as an important strategic asset. The agents staffing these centers have a direct impact on customer acquisition and satisfaction. In order to continue providing excellent service, more companies are turning to advanced analytics to ensure that their contact centers are performing at a high level.
In addition, market leaders are using insights from customer interactions to uncover...continue reading this post »
According to Nemertes Research, five key trends are reshaping customer-‐experience management:
Increasing adoption of mobile devices enables engagement with customers and business partners across broad array of devices.
Big Data and speech analytics delivers new and insight into contact center performance and allows companies to improve customer service experience.
Popularity of consumer social services such as Facebook and Twitter are emerging as a new interaction channel for customer engagement...continue reading this post »
In today’s highly competitive consumer marketplaces, effective customer engagement becomes the key differentiator that can separate an organization from the pack and enable it to quickly win market share over domestic and international competitors. Having the capability to quickly respond to marketplace forces and impactful events to deliver performance improvement is critical to immediate and long-term success.
As companies face commoditization of their product and service offerings, they need...continue reading this post »
It’s no secret that excellent customer service is the key to increased business and revenue. According to Gartner, a mere 5% improvement in customer retention can increase business profits anywhere from 25% to 125%.1 Contact centers have emerged as an important strategic asset for many companies since front line agents have an immediate and significant impact on customer experience.
Contact analytics takes the raw data that is trapped in customer interactions like phone calls, emails, and chats...continue reading this post »
The cloud contact center market is experiencing tremendous growth, while the on-premise sector struggles on. NewVoiceMedia, a leading provider of integrated cloud contact center services, experienced fourfold growth between Q1 2011 and 2012, and now serves more than 8000 agents in 30 countries including PhotoBox, QlikTech and SHL. NewVoiceMedia’s CEO Jonathan Gale believes that the contact center market has lacked innovation from traditional on-premise vendors for many years. The company is...continue reading this post »
Contact center executives like the certainty contact demand, resource availability, operational efficiency, and maybe most importantly, the certainty of agent performance and customer experience delivery.
However, certainty is the one thing that the manager of such a complex operation will never have.
The best equipped contact center executives tame the uncertainty of their environment with good management and with the help of mathematical models. These models provide the next best thing to...continue reading this post »