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 »
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 »
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 »
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 »
In a volatile and hyper-competitive market, consistently delivering exceptional multichannel customer service is essential. But providing world-class service on tight budgets and to even tighter deadlines is a tough challenge for even the largest organizations. That’s why so many of the world’s most successful organizations choose to deliver customer service in the cloud.
Organizations across the globe are making the move to the cloud to help them:
•...continue reading this post »
The mobile channel has become a make-or-break point of engagement with your customers.
But most companies offer a terrible mobile engagement experience, damaging the customer relationship in the process. This white paper from IntelliResponse shows you why mobile has moved to the forefront of the multi-channel strategy, and how to get mobile self-service right. Highlights include7 reasons why the mobile channel offers the greatest improvement opportunity... continue reading this post »
I'm the new kid on the block here at CRMXchange,but since I've been involved in customer-related issues since the prehistoric days when CTI was the golly-gee tecnhology and it was still acceptable to use the dreaded 'T" word to summarize the industry as a whole, I'm not all that new and hardly a kid.
I've seen the terminology migrate from customer service to customer care, to customer relations management--before it became the acronym we now all know and love. But the growing demand for immediate...continue reading this post »
Communication technology has shifted power from the hands of a few to the hands of the many, with the ramifications of that change reverberating glob¬ally across every aspect of life, from politics to parenting to customer care.
Companies are recognizing the customer experience as a critical, revenue-driving business discipline. Increasingly, they are organizing to devote budget, focus and method to operating from a customer-centric perspective. In 2011, more than two-thirds of customer...continue reading this post »
The main topics of interest at the IQPC Call Center Week Las Vegas were ‘cloud’ and ‘multi-channel’. Attendees were also concerned with the use of social media.
How customers connect to companies is evolving. Customers want to connect on their own terms with the channel that suites them best. Vendors are attempting to respond to the customer’s needs with a variety of new solutions. Below is a recap of exciting technologies and solutions that were at the event.
360'CRM is a full spectrum CRM...continue reading this post »
“Character may be manifested in the great moments, but it is made in the small ones.” ~Phillips Brooks Call center agents hold the power of your brand promise in their hands. The moment of truth can be when customers need to talk to an agent after exhausting self-service options. Or, it can be the accumulation of experiences across all channels. As problem calls increase and interaction points expand, companies need to adjust their customer experience strategies to ensure agents are equipped to...continue reading this post »
Since the emergence of multi-channel self-service, there is a growing disconnect between the typical strategy employed in telephone self-service design and what many customers actually need. A new Nuance report details the results of a commissioned survey which attempts to uncover customer channel preferences for an array of banking tasks, including recommendations for optimizing the IVR to both accommodate those preferences and minimize the frustrations associated with today’s multi-channel...continue reading this post »