Archive

The New IT Cocktail: Technology With a Dash of Strategy

Many contact centers continue to operate at suboptimal levels. Case in point: One financial services company has managed to turn "press zero to talk to a human" into not just a selling point but a major advertising campaign. While some great leaps in efficiency and quality have been made over the pa...

CRM BLOG SAFARI

The Customer Loyalty Myth

Do loyal customers translate into steady sales or profits? Intuitively, the answer should be yes -- and indeed, customer loyalty is a significant metric by which companies rate their performance. However, there a few problems with the concept of customer loyalty and a corporate strategy to develop i...

EXPERT ADVICE

Unified Communications: Lifeblood of the Contact Center

What is unified communications and why do you need it? UC is not unified messaging, and it isn't a unified desktop. But both of these technology solutions help to support a unified communications architecture. In fact, according to Aberdeen, a Harte-Hanks Company, UC is the convergence of such techn...

EXCLUSIVE INTERVIEW

Avail Intelligence CEO Rolf Elmer on Bridging the Advertising-Merchandising Gap

Many e-commerce companies have boosted their fortunes by expanding their markets beyond the United States. Avail Intelligence is hoping to help such merchants boost profits and sales by doing the reverse. The move comes as e-commerce growth begins to slow, a function of the sheer size of the market ...

Breakthroughs in Analytics, Part 1

Oh customer, so mysterious ... what have you done ... what will you do ... and what decisions should a business make to keep you or get rid of you? Seeking answers to these key questions, the commercial world has turned in a big way to analytics -- the science of logical analysis. Analytics involves...

EXPERT ADVICE

For More Sales, Blast the Channel Barrier

Retailers' approach to interaction between e-commerce and the contact center is changing. The online and call center channels are starting to meld together, and perspectives on how retailers handle the two have to change. A typical shopping experience today may go something like this: The customer b...

EXPERT ADVICE

Optimizing the Contact Center as a Profit Center

Traditionally, the contact center has been a cost center. However, with the contact center transforming into a profit center, the selling of products and services has emerged as an opportunity for the center to improve agent and customer interaction. Yet the challenge will be balancing customer sati...

EXPERT ADVICE

Data Integration and the Elusive 360-Degree Customer View

The contact center has become the focal point of the customer interaction. Customers spend more time researching products, managing account and order information, resolving issues, and utilizing self-service than they do within the traditional brick-and-mortar storefront. This requires contact cente...

How Big Should Your IT Footprint Be?

The word "footprint" has gained a lot of currency of late, particularly when talking about carbon consumption and emissions, but also within the IT world. Seen in its original and primary form, a footprint contains lots of information about the identity and nature of the beast that made it. Looking ...

The Successful Customer Loyalty Mindset

After reading the book Mindset: The Psychology of Success by Dr. Carol S. Dweck, I began to wonder if her concepts of fixed versus growth mindsets were either accentuated or diminished when it came to customer relationship strategies enabled with SaaS-based applications. The many benefits of the Saa...

EXPERT ADVICE

Customer Support Without Walls

An increasing global customer base is driving companies to provide "follow-the-sun" customer support services. In order to enable this level of support, agents are now being located in any part of the world. The challenge is to merge technologies and provide seamless, accurate and real-time customer...

EXPERT ADVICE

How Speech Self-Service Dramatically Improves Call Centers

Companies' integrated voice recognition applications are being stretched thinner and thinner. Even with the best interface designs in place, customers are still abandoning calls before completion. Forty-three percent of companies surveyed in the Aberdeen Contact Center Analytics benchmark report are...

EXPERT ADVICE

Align Your Call Center With Five Megatrends

As technology collides with forces of globalization, contact centers and the executives who run them find themselves in the midst of five megatrends. These trends present unique opportunities for these executives to add strategic value to their business, reposition themselves within their organizati...

OpenSpan Releases Integration App for Disconnected Call Center Agents

OpenSpan, a Microsoft partner, rolled out an application integration platform that allows users of Microsoft's Customer Care Framework 2008 -- which was also introduced Wednesday -- to link together older applications and custom-built systems with the front-end agent desktop. Built on the Microsoft ...

EXPERT ADVICE

Cutting Costs and Keeping Customers With Speech Self-Service

Companies' integrated voice recognition applications are being stretched thin. Even when the best interface designs are in place, customers are abandoning calls before completion. Forty-three percent of companies surveyed in the "Contact Center Analytics" benchmark were either seeing poorer performa...

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