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 »
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 »
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 »
Quality assurance (QA) is a mission-critical business function that identifies contact center and enterprise trends, and provides insights into how well each agent is performing. For the past 30 years QA has been performed in contact centers around the world in basically the same way. Managers search through volumes of recordings to find the 10% to 20% of calls that require attention, either because they are really bad or really good. If a call is bad, the QA specialist or supervisor must...continue reading this post »
If you are a contact center or enterprise business facing compliance measures, you know who you are. More than likely, you have established a compliance process to ensure business integrity, resolve disputes or comply with industry regulations on phone-based transactions.
The question is…do you really know what your employees are saying or doing that might be putting your business at risk? If the answer is “no” or “I don’t...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 »
Join The Virtual Contact Center Conference - Best Practices in Quality Assurance and Speech Analytics - June 12 -14. Network wtih peers, attend live sessions, visit the 24 hour exhibit hall.
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