SpeechTEK/CRM Evolution/Customer Service Experience Review, Part 2

When customers anywhere in the world want to know more about a product or service or are simply seeking general information, they now expect accurate, detailed answers almost instantaneously. Many of the innovative solutions on display on the exhibit floor offered businesses new ways to respond to the non-stop flow of questions without increasing their call volume. In addition, suppliers also provided new tools for better employee communication.

Inbentaoffers semantic search capabilities for...

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SpeechTek/CRM Evolution/Customer Service Experience Review - Part 1

Improving Customer Service by Looking at it From the Customer’s Perspective

At the heart of the customer experience is the actual customer and everything he or she encounters in trying to find information, complete a transaction or resolve an issue. At the 2014 SpeechTEK, CRM Evolution and Customer Service Experience event, which was held in New York August 18-20, one common theme was the need for organizations to better understand the customer journey from the customer’s point of view. Companies...

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SpeechTEK/CRM Evolution/Customer Service Experience Review- Part IV

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...

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SpeechTEK/CRM Evolution/Customer Service Experience Review - Part III

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...

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Helping Companies Meet the Challenge of Providing New Ways to Connect with Customers

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...

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What's New at Call Center Week 2013

 

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...

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Five Key Trends Reshaping Customer-Experience Management

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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A new perspective on the customer experience

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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Best Practice TIPS for Leveraging Automated Voice Self Service for Improving Customer Service

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 »

Additional Highlights from Call Center Week 2011

The following are some more information on the vendors who attended the IQPC event.   AnalyticsFor 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...

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Call Center Week – June 2011

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...

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Using Multi-Channel Customer Interactions to Get Ahead

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 »

CRM Evolution and Speechtek 2010

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 let... continue reading this post »

The Challange of Creating a Customer Intimate Contact Center in a Multi Channel Environment

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 »