Love, data … and algorithmic attribution


“On Love And Data” seems like an odd title for a white paper on customer relationships. The subtitle explains the data bit, but doesn’t seem to have much to say about love: Use algorithmic attribution to define the relationship with your customers.

Matchmaking for contact centre managers

pre549 matchmaking for contact centre managers

Spare a thought for the contact centre manager: their job has changed almost beyond recognition in the last few years as the call centre has morphed into the contact centre, as unichannel has become first multichannel and now omnichannel. Long gone are the days when the primary concerns were ensuring the effectiveness of the IVR system, training contact centre operators and making sure they had the right systems to answer customer queries.

How mature is your customer experience management?

pre550 how mature is your customer experience management

The concept of ‘maturity’ is the latest framework being used to assess the effectiveness and appropriateness of companies’ customer experience management policies and procedures, and there is no shortage of maturity models and methods of maturity assessment to choose from.

In search of omnichannel customer engagement

pre548 in search of omnichannel customer engagementA couple of reports came out within days of each other early in November, both focused on the omnichannel contact centre: the Omnichannel chapter of The UK Contact Centre Decision-Maker's Guide 2015 from ContactBabel and Contact Center IQ’s 2015 Call Center IQ Executive Report on the Omni-Channel Contact Center. They take different approaches and have different objectives, but useful insights can be gained from both.

Winning the customer experience race

pre546 winning the customer experience race
Forrester Research says that regional companies in Asia Pacific can steal a march on their multinational competitors in the customer experience stakes because the multinationals are relying too much on their global brand equity and are failing to localise their customer experience.

Contact centre crystal balling

pre551 contact centre crystal balling
The annual prediction season is upon us. No matter what your interest or industry, chances are some industry observer, research body or executive with a penchant for self-promotion will venture some forecasts for the forthcoming 12 months. Here’s a handful relating to contact centres.

CIOs told to drive customer experience management

pre547 cios told to drive customer experience management

“In Gartner’s 2015 CEO survey, {cslimited}customer experience management {/cslimited}(CEM) ranked right at the top of the CEO’s agenda,” proclaims research firm, Gartner. No surprises there, but what Gartner says next is a bit surprising: “The CIO plays a vital role in the customer experience equation and must become a driving force in CEM.”

Customer service? Keep it simple

pre545 customer service keep it simple
“Customer loyalty isn’t what it used to be,” proclaims the foreword in a white paper Customer-Centricity: The Rules of Engagement from analytics company Verint. It continues: “Nokia had a fantastic customer base but then along came Apple with the iPhone…”

Chatting digitally calls for a new kind of contact centre agent

Everywhere you look every business is being urged to ‘go digital’ or go under. Now they are being urged to engage ‘digital chat agents’. But don’t panic – this is not a recommendation to replace humans with robots. It’s a recommendation to engage the digitally savvy to staff the new channels of customer interaction: web chat, social media and the like.

Call centres – What does the future hold?

pre538 call centres what does the future hold
Making projections 10 years out in any industry that relies heavily on information technology (and which one doesn’t) is a tough call, but here’s a few suggestions as to what the contact centre will look like 10 years hence.

Word of mouth: the ultimate measure of customer experience

bit539 in search of cloud governance
“In today's omnichannel world, consumers have many more ways to learn about and purchase products and services — such as through websites and social media, in a store, and on a device while on the go — than they have had in the past,” says the Boston Consulting Group (BCG), in a new report: {cslimited}
What Really Shapes the Customer Experience{/cslimited}.

The move to customer self-service

pre542 the move to customer self service
Australians love their mobile phones, and the smarter they get the more we love them. Apart from their long established voice and short message applications we use them for email, as our diaries, cameras, game devices, train timetables, video screens and much, much more.

Customer service: the problem and the solution

pre543 customer service the problem and the solutionA couple of studies on customer experience came out last month that neatly complement each other: Next-Level Customer Experience: Designed by Your Customers, Delivered by Your Business, from Call Center IQ and The Customer Service Revolution from DMG Consulting.

When delivering a good customer experience doesn’t matter

pre539 when delivering a good customer experience doesn t matter
You don’t have to dig very deep into contemporary business literature to discover the current obsession with ‘customer experience’, or more specifically, the quest for the optimum customer experience. Less often is the question asked: How much does this matter?

Contact centres: the big picture

pre534 contact centres the big picture
Technology and the growing obsession with ‘customer experience’ are combining to transform the contact centre. A new study makes an ambitious attempt to define the new role of the contact centre and set out what businesses can do to optimise the performance of their contact centres.