According to Udi
Ziv, President, Enterprise Product Group, NICE Systems, user
buying criteria (what users are looking for) changed over the past
few years? If so, how?
Over the last few years we have seen a shift in buying
priorities due to three key drivers:
• Data center consolidation – in a recent Ventana Research
study, participants expressed that economy of scale opportunities
for larger multi-site operations are being considered as they are
migrating to VoIP, increasing home-based agents...
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Authored by Patrick
Botz, Vice President of Solutions Marketing, VPI
Call center monitoring software is now a
fundamental technology in virtually every competitive call center
environment. As the economy begins to recover, 2010 is expected to
be another tough year for enterprises, with contact center managers
asked once again to reduce their operating expenses while improving
the customer experience and satisfaction scores. They will be
expected to achieve this goal with limited resources and...
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A recent contact center study by Ventana Research shows that 44%
respondents expect their customer interaction volume to increase in
the next 12 months, compared to only 14% that expect to see an
overall decrease. More interesting though are the reasons behind
the expected growth, one of which is the expansion of contact
channels. Contact center executives expect a massive growth in
instant messaging (137%) and text messaging (128%), along with a
modest growth of 11% expected for the use of...
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What Customers Want
We often lose sight that we’re all consumers – everyone that
works in customer service is a customer and with that comes a
tremendous amount of experience and
expertise. Many companies to whom I consult spend
countless hours trying to figure out what their customers want
without tapping into their own experience as a
customer. We often approach our own product or
service through the company's self created call center metrics and
have a hard time looking beyond the...
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