It should come as no surprise that people are frequently dissatisfied and annoyed with the level of customer service they receive from the companies and organizations with which they do business. Surveys consistently find that many people are not getting the kind of service and help they feel they deserve. Complaints run the gamut from not being able to find answers on company Web sites, to not being able to speak with a knowledgeable company representative. Given the countless...
continue reading this post »In the wake of the Great Recession businesses face a rising tide of regulations and restrictions on the financial services industry. After a year of preparation, the Bureau of Consumer Financial Protection has started operation amid great expectations that it will change the way Americans interact with financial institutions large and small.
As it rolls out new regulations, and as other provisions of the Dodd-Frank Act take effect, expect corporate IT resources to be tied up implementing them for...
continue reading this post »As the contact center landscape changes, so too must the
reporting and analysis solutions that drive decision-making and
performance management. Each contact center is a unique mixture of
systems, applications, people and culture serving a specific
customer or client segment, each will need a different roadmap to
their destination.
There are four common reasons that contact centers are driven to
undertake this journey in the first place:
1. Current reports don't meet requirements: Typically,...
Gartner predicts the worldwide spend on social CRM offerings will balloon to more than $1 Billion by the end of 2012. What does the Social CRM bandwagon mean for the customer service executive? Does the hype and focus placed on social media translate into real business value? Are consumers really clamoring to have their questions answered on Facebook? Are they abruptly changing their online habits and taking their customer service questions into the social channel en masse?
A sober...
continue reading this post »According to the comScore 2010 U.S. Digital Year in Review, social networking sites accounted for 12% of all time spent online in 2010, and the average American spent more than 14 hours watching online videos in December, a 12% increase over the previous year.
As social media continues to gain popularity in our culture. Many call center agents are comfortable with social learning in their personal lives and, as a result, more and more companies are adopting social and informal learning platforms...
continue reading this post »One of the key priorities for a customer care organization is the engagement and retention of customers. To strengthen rapport with customers at scale, some companies are turning to interactive outbound interactive voice response (IVR) solutions. However, poorly executed outreach can alienate customers rather than ingratiate them, so it is important to select a platform that delivers your ideal customer experience.
Customer service is increasingly viewed as a strategic element of a product’s...
continue reading this post »Is the future of sales in social media? Sales trainers Landy Chase and Kevin Knebl think so. Their new book, the Social Media Sales Revolution, leads you step by step through the process of using LinkedIn, Twitter, Facebook and blogs.
The authors discuss six fundamental shifts in the B2B marketing place that are driving the future of selling professionals:
Rule 1: Abandon Traditional Prospecting – The majority of B2B communication occurs through email, which the authors see as superior to...
continue reading this post »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...
The staff of CRMXchange was present at the IQPC Las Vegas Call Center Week. IQPC did a commendable job with the content and speakers in the event. The exhibit hours were long, running close to 11 hours on day one, but the vendors were pleased with the amount of interest that people showed in their products and services.
We traveled the exhibit hall. Below are some vendor highlights.
Analytics
Contact Solutions – The Continuous Improvement Practice (CI) is based on a unique methodology and supported...
continue reading this post »To understand what’s on the plate for customer experience in 2011,
Temkin Group surveyed more than 170 large organizations about their
2010 activities and 2011 plans.
Most respondents are satisfied with their customer experience roles and have a strong outlook for improvements at their company. More than eight out of 10 respondents think that customer experience will be more important in 2011 than it was in 2010. Social media, the Web, and customer-centric culture are set to receive the...continue reading this post »
Most respondents are satisfied with their customer experience roles and have a strong outlook for improvements at their company. More than eight out of 10 respondents think that customer experience will be more important in 2011 than it was in 2010. Social media, the Web, and customer-centric culture are set to receive the...continue reading this post »
Below is a summary of findings from a
Useful Social Media study of 100 corporate media practitioners
from around the world.
1 The ‘social media department’ is an unpopular concept, and largely ignored by corporations.
2 Social media is often added to existing corporate roles. Few companies have staff working exclusively on social media, though 90% have one or more people working on social as part of their role.
3 Social media practitioners still tend to sit within the marketing department (43%),...continue reading this post »
1 The ‘social media department’ is an unpopular concept, and largely ignored by corporations.
2 Social media is often added to existing corporate roles. Few companies have staff working exclusively on social media, though 90% have one or more people working on social as part of their role.
3 Social media practitioners still tend to sit within the marketing department (43%),...continue reading this post »
In a recently released Empirix sponsored web survey from Opus Research, companies were asked “ When thinking of collaboration or social media platforms to communicate with customers, which of the following do you use?”
Facebook Fan Sites
The second half of 2010 has witnessed a flurry of activity around
Facebook. Its 500 million registered users have become a magnet for
“social marketing” initiatives. Businesses of all sizes found it
easy to raise visibility and build stronger communications...
During an Empirix sponsored, Opus Research, Web-based
survey, companies were asked how they their current
customer care and sevice self-service compares to others in the
industry. Most believe that they are doing an excellent job
in meeting customer requirements; nearly 40% admit that they are
basically on a par with their competitors, while only 8% manage to
muster up sufficient bravado to say “We blow the competition
away.”
For many, the use of tools that help employees (both inside...continue reading this post »
For many, the use of tools that help employees (both inside...continue reading this post »
According to COLLOQUY reseaerch, despite an explosion in consumer
conversation technology, Americans have cut back substantially
since 2008 on the opinions they share by word-of-mouth (WOM) about
companies and their offerings,
Of 3,295 U.S. consumers surveyed by COLLOQUY, 58% said they often have conversations with family, friends and coworkers about products and services they’ve used. That’s down from 73% when COLLOQUY posed the same question in a 2008, a 20% drop off.
]Additionally, 57% of...continue reading this post »
Of 3,295 U.S. consumers surveyed by COLLOQUY, 58% said they often have conversations with family, friends and coworkers about products and services they’ve used. That’s down from 73% when COLLOQUY posed the same question in a 2008, a 20% drop off.
]Additionally, 57% of...continue reading this post »
According to a KnoahSoft reprint of the DMG Contact Center Surveying/Feedback and Analytics Market Report, the market trends are as follows:
•The contact center surveying sector is doing well, as organizations seek to improve relationships with customers.
•Social networking/social media is starting to play a significant role as a source of unsolicited customer feedback for contact centers.
•A growing number of multi-channel surveying application providers are delivering solutions that address...continue reading this post »
From June through September Opus Research mounted a Web-based
survey to gain insights into the deployment plans and levels of
interest in a variety of channels and networks for customer care
and marketing efforts. Here are the top line findings:
• Transformational times in the Contact Center – Contact center personnel are increasingly engaged in multi-modal, multi-channel and social interactions.
• Monitoring and call recording are high profile – In response to questions about technology in...continue reading this post »
• Transformational times in the Contact Center – Contact center personnel are increasingly engaged in multi-modal, multi-channel and social interactions.
• Monitoring and call recording are high profile – In response to questions about technology in...continue reading this post »
Unica and IBM recently released their annual “State of Marketing” survey findings.
Key highlights include:
· Social Media Interest Wanes: More than half of marketers use social media, but based on responses, their enthusiasm is on the decline, suggesting that the peak of inflated expectations has passed; marketers are focused on finding the value that social channels can yield.
· Small, but Growing Use of Mobile: By the end of 2011, 1 billion consumers will use their mobile phones to...
continue reading this post »A great deal has changed in the contact center and CRM technology
landscape in the past ten years, and most companies lag way behind
in taking advantage of new functionality. An obvious example is
social media.
DMG Consulting estimates that more than 93% of existing servicing/CRM applications do not have the ability to access, route, queue and respond to social media interactions. However, this is not the only capability missing from servicing/CRM solutions. Unified communications, desktop...continue reading this post »
DMG Consulting estimates that more than 93% of existing servicing/CRM applications do not have the ability to access, route, queue and respond to social media interactions. However, this is not the only capability missing from servicing/CRM solutions. Unified communications, desktop...continue reading this post »
The days of ‘telephone-only’ customer service are long gone. Our
customers now expect to contact us through email, chat and the web,
including social media. Managing service across all these disparate
communication channels can be a challenge. Businesses that do this
well have a distinct and potent competitive advantage. Their
customers are more satisfied, less apt to take their money
elsewhere and inclined to increase the business they conduct.
One key to improving customer satisfaction,...
continue reading this post »One trait successful companies have in common is the ability to
detect impending change and adapt to it. The world of customer
service is undergoing one of these major shifts right now, moving
away from the traditional reactionary service mode towards a more
proactive engagement model. I like to call this Customer Service
2.0.
Customer Service 2.0 extends the boundaries of the
company/customer interaction into social media and moves away from
the call/respond service model. This entails much...
continue reading this post »
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