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...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 »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....continue reading this post »
Customer Interaction Analytics are solutions that include speech, data and text analytics, along with customer survey feedback....continue reading this post »
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...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 »
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...
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 »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...
continue reading this post »
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