What about the workers? A new kind of contact centre survey

Pre705 What about the workers A new kind of contact centre survey

Surveys of contact centres are numerous, but generally they aim to understand how well, or otherwise, contact centres are serving customers and to tease out how practices, procedures, systems etc need to be tweaked or radically revamped in order to improve customer satisfaction and service and thus increase sales and profitability.

Resolving what’s meant by ‘identity resolution’

Pre703 Resolving whats meant by identity resolution

“In 2017, identity resolution will become a strategic imperative for brands as the race for consumer attention and loyalty intensifies.”That’s the forecast from marketing software company, Signal Technologies, which it has fleshed out in a report “How Digital Marketing Will Change in 2017: What Marketers Need to Know Now."

Data in the service of customer experience management

Pre651 Data in the service of customer experience management

We’ve had quite a lot to say last year about analytics in the context of customer service. We talked about customer analytics, defined as the process by which predictive insights will aid the achievement of acquiring new customers; growing customer lifetime value; retaining customers at risk of defection; enhancing customer loyalty and advocacy can be derived from available data.

Aspect rides the Forrester Wave for CCIM

Pre648 Aspect rides the Forrester Wave for CCIM

Aspect Unified IP, Aspect Software's comprehensive, software-based, contact centre platform, has been named a leader in Forrester Research’s Forrester Wave for Contact Center Interaction Management for Large Contact Centres, Q3 2016.

Machine learning makes inroads into customer service

Pre649 Machine learning makes inroads into customer service

Artificial intelligence. The term tends to conjure up visions of computers taking over the world: 2001’s HAL, Skynet in the Terminator movie series, and many others. But Artificial intelligence and its related concept, machine learning, can have many practical applications today, and global domination is not one of them.

Customer experience leadership the McKinsey way

Pre643 Customer experience leadership the McKinsey way

Early in 2016 the Marketing and Sales and Service Operations Practices of global consultancy firm McKinsey & Co published a collection of articles for leaders seeking to deliver state-of-the-art customer experiences. It’s an extremely comprehensive collection. You can find them on the web, or download the entire collection of almost a dozen articles as a 100 page PDF file.

In-depth examination of inbound marketing

Pre642 In depth examination of inbound marketing

It’s difficult to sum up in a few words the eighth annual report on the state of inbound marketing produced by HubSpot, a developer of software to support that endeavour.It runs to 120 pages, most of them crammed with charts graphs, data and statistics derived from HubSpot’s survey of 4,500 respondents from around the world, more than 800 from Asia Pacific, where, according to HubSpot, inbound is seeing significant growth.

Defining the customer journey

Pre641 Defining the customer journey

Customer journey (aka customer engagement journey) is a term much bandied about in discussions about customer service, but what exactly does it mean? The answer, it seems is not straightforward.

Aspect’s Workforce Optimisation scores a gong

Pre639 Aspects Workforce Optimisation scores a gong

Market research and analysis firm Frost & Sullivan has named Aspect Software winner of its 2016 Global Company of the Year Award in the Workforce Optimization Industry, for demonstrated excellence in growth, innovation and leadership.

Delivering a digitally optimised customer experience

Pre640 Delivering a digitally optimised customer experience

Some weeks ago we looked at what one edition of Raconteur — a series of reports published in print and online by UK newspaper, The Times— had made of customer experience and loyalty, in its edition of that name. Raconteur are at it again, but not quite so blatantly.

The case for advanced desktop systems

pre638 the case for advanced desktop systems

The primary tool that a contact centre agent uses when they interact with a customer is their desktop system. It presents them with the information they need to respond to customer enquiries. Through it, the agent accesses all the primary applications and data sources they need to do their job. Ventana Research says that in many cases call centre agents are not well served by these systems.

Raconteur on customer love, loyalty and devotion

pre634 raconteur on customer love loyalty and devotion

Raconteur, in addition to its generic meaning, is the name for a series of reports published in print and online by UK newspaper, The Times. They are claimed to “reach and influence some of the most powerful decision-making audiences in the UK and worldwide, being read by high-level policy-makers, C-suite leaders … and business professionals."

Don’t delight the customer, it’s a wasted effort

pre633 don t delight the customer it s a wasted effort

There’s a new white paper from customer engagement company [24]7 entitled Why Delighting Customers is a Waste of Time and Money. It seeks to refute what it says is a widely held belief: that exceeding customer expectations is unquestionably a good thing; that it leads to delighted customers, and that delighted customers are more loyal.

The go-to place for customer experience insights

pre632 the go to place for customer experience insights

For anyone involved in the business of customer engagement, there’s a very useful websiteCustomerThink.com that delivers a constant stream of news, commentary, and information on all aspects of customer engagement.