Larry Matte has held senior marketing and sales positions in the software/contact center community for more than thirty years, He co-founded CRMXchange with Sheri Greenhaus in 1995. Due primarily to their efforts, CRMXchange has become the major information portal for the contact center/CRM industry. Larry primarily focuses on sales and and marekting issues for the company.
The following are some more information on the vendors who
attended the IQPC event.
Analytics
For companies frustrated with isolated or disparate data sources,
360'CRM's latest advances in its InSight data
analytics tool provides new levels of actionable information for
the Call Center or Channel Management practitioner. InSight
not only automatically draws call center performance data in to a
common, universally comparable dashboard and report analytics
library, it also integrates internal...
I don’t know how many times I have heard contact center
professionals extol the virtues of using remote (at-home) agents to
extend their agent resources beyond the infrastructure of their
organizations. But apparently, (in my brief survey),
many companies with centers in multiple locations have not taken
the benefits of virtual contact centers to the next level.
Combining these resources into one big agent pool allows an organization to balance the demand fluctuation across...continue reading this post »
Combining these resources into one big agent pool allows an organization to balance the demand fluctuation across...continue reading this post »
How many calls do you deal daily that have with poor voice
quality? Too low, not clear enough, too much
interference – these are some of the typical distractions that we
encounter. Our contact centers focus on providing a
highly satisfactory customer experience by training their agents
and adding technology to make the customer experience more
satisfying across multiple contact points. Multi
channel contact centers give users customers the ability to choose
their preferred method of...continue reading this post »
One of the great challenges for today’s contact centers is achieving customer intimacy in a cross channel environment. Enterprises are striving for greater customer intimacy through personalized service, and customer based sales and proactive outreach. What is a customer intimate contact center? Some the characteristics include empowered and engaged employees, comprehensive and shared knowledge (data) of the customer, close communication and collaboration with other parts of the business,...continue reading this post »
Companies are struggling with onslaught of social media content
that relates directly to the customer experience.
Organizing this content so that customer comments and questions can
be responded to and analyzed in an orderly and timely manner has
become a major challenge. Issues such as who owns
this responsibility within the enterprise, what channels/blogs do
you monitor, how do you maintain control over your corporate brand
and image are just some of the questions that demand answers
in...continue reading this post »
New standards and technologies such as SIP, virtualization, cloud
services and more that many customer care professionals anticipate
will enable them to operate their contact centers more efficiently
and enhance the customer experience may not be living up to
expectations.
There are many variables when integrating these new technologies that can affect how they work under different workloads. Adding to the complexity is the emerging of a variety of customer contact points such as web...
continue reading this post »The integration of self speech service applications into an IVR system has become the norm rather than the exception in today’s environment primarily due to the cost saving and the efficiencies they are generating for companies and the high level of customer satisfaction they are achieving for their customers. Daniel Hong, Lead Analyst at Ovum, believes that the next hot area for these applications promises to provide us with a bevy of significant improvements which should continue to improve...
continue reading this post »Earlier this month an industry roundtable was held on a topic that is on the priority list of many customer care professionals: the management of the multi channel contact center. The roundtable,“Meeting Customer Needs in a Multi Channel World”, focused on fast growing customer utilization of non voice customer contact points such as email, the web, chat, SMS, social networking. The increased usage of these contact points is having a significant impact on resource allocation and skills...
continue reading this post »
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