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...
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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...
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Customer care managers are finding new opportunities for building
retention and loyalty programs without busting the budget by
leveraging more capable speech self-service solutions. A variety of
technology and business factors are coming together to make it
easier and more cost effective to deploy engaging voice based
dialogs designed to deliver great customer care. Seventy percent of
Americans are willing to spend an average of thirteen percent more
with companies they believe provide great...
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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...
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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...
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Getting ahead of your customers’ expectations, and even reactions
to doing business with your organization, can present great
challenges. Coupled with the breadth of multichannel service and
communications media, it begs the question: “How well are you
equipped to anticipate, analyze, and act on customers’ requirements
and their experiences with your organization?”
Customer Interaction Analytics are solutions that include speech,
data and text analytics, along with customer survey feedback....
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The joint Speechtek/CRM Evolution conference offered attendees
ideas, strategies, and technologies to help streamline business
processes, improve customer satisfaction levels, and increase
profitability. Below is a review of just a few of the
organizations we met with at the conference.
West Interactive has been
very busy this year with the acquisition of Holly Connects, a voice
platform, and TuVox, an IVR hosting and managed services
company. The acquisitions round out West’s ability to...
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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,...
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In an era where contact centers are often undermanned and under
funded, managers need to get the job done with fewer resources
despite ever increasing demands on their time. For the year
2010, there are quite a few practical as well as actionable contact
center trends and technologies that are helping managers save money
and time.
Some of these “hot trends” include:
-Contact Center Analytics-The value of
speech analytics, desktop analytics and customer feedback to lower
the time spent doing...
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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...
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A Q3 2009 survey asked 107 enterprise, contact center and IT
executives and decision-makers from around the globe to identify
their top goals and priorities for 2010. Surprisingly voice- speech
self-service solutions (also known as interactive voice response
systems or IVRs) are expected to play a key role in helping
enterprises of all sizes achieve their 2010 objectives.
The top 2010 goal for enterprise and contact center executives
is improving customer service, thus increasing...
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