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.

See what a data management platform can do for you

pre533 see what a data management platform can do for you
Have you heard the term ‘data management platform’? No, well read on because, according to software giant Oracle, data management platforms (MDPs) are the cornerstone of a collaboration between advertising technology and marketing technology, and represent “the perfect combination to help marketers deliver great customer experiences and more effectively drive revenue for their businesses.”

Five ways to leverage IoT for customer relationships

pre531 five ways to leverage iot for customer relationships
Last week we looked at how The Internet of Things (IoT) — the growing trend to have widely deployed sensors communicating data to computer systems that make decisions based on that data — would likely change the way many goods are sold and supported by enabling the supplier to constantly monitor the product and convert a one-off sale into an ongoing service relationship.

From sell-and-forget to long-term relationship: how IoT will change customer service

pre530 from sell and forget to long term relationship how iot will change customer service
The Internet of Things (IoT) — the growing trend to have sensors in everything communicating data to computer systems that make decisions based on that data — is tipped to be a greater disruptive force than the Internet has been. No area of endeavour will be spared: customer service included.

It's complicated - customer interaction channels multiply

pre519 it s complicated customer interaction channels multiply
Research commissioned by Opus Research and published in its report,  Sequencing the Omnichannel Customer Conversation  suggests that customers now regularly use four of five different channels in their engagement with suppliers. The relevant importance they attach to these and how they shift from one to the other creates a bewildering array of options that customer experience professionals have to cater for.

New tools needed for new age contact centre agents

pre516 new tools needed for new age contact centre agents
Forrester Research says that a profound change is sweeping through the contact centre industry: where once experienced agents were fonts of knowledge, able to answer the majority of customer information requests 'off the cuff' they increasingly expect to access that information from repositories available through the system.

Customers like live chat

pre525 customers like live chat
The popularity of live chat as a customer interaction channel appears to be rising rapidly. In the US the number of online shoppers using live chat is said to have increased from 38 percent to 58 percent in the last five years.

Sweat the small stuff to avoid customer experience failure

pre522 sweat the small stuff to avoid customer experience failure
A survey of almost 3000 consumers across three generations in nine countries, including Australia, has provided some valuable insights into what consumers regard as a really bad customer experience failure, what they do about it and what customer service providers need to do about it.

Reinventing loyalty programs for the digital age

pre520 reinventing loyalty programs for the digital age
If companies set great score by what people say on social media they would probably abandon loyalty programmes altogether. According to a survey undertaken by global consulting firm Capgemini in December 2014, the percentage of customer sentiment about loyalty programs that is negative, as expressed on social media, is north of 90 percent for most industries. Telecoms fared worst with 96 percent of commentary being unfavourable. Hotel chains came out best, but the result was not great: 72 percent disapproval.

Millennials hold the key to customer experience

pre517 millennials hold the key to customer experience
It's hard enough delivering a great customer experience, but what makes it much more difficult are the differing expectations of different generations: how they like to interact with companies and how they want to be served.

Hot call centre stories of 2014

pre507 hot call centre stories of 2014
Callcenteriq.com, which bills itself as "the most significant community, resource hub and advisory for call centre and customer experience professionals," has published a list of its most read articles of 2014. Second from the top came from Downunder. Here's what it was about, along with the others that got readers excited.

Premier promotes Skype for Business

PRE524 premier promotes skype for business

Microsoft's Australian partner, Generation-e, is hosting a freeone day conference to mark the launch of Skype for Business (the successor to Microsoft Lync Server) in Sydney on 4 June and Premier Technologies will be there as a silver sponsor.

Marketeers anticipating transformation

pre509 marketeers anticipating transformationA worldwide survey by the Economist Intelligence Unit of almost 500 CMOs and senior marketing executives worldwide, 'The rise of the marketer, Driving engagement, experience and revenue', has unveiled expectations of rapid and major upheaval in marketing in the next five years.

Business intelligence must be distributed, says Gartner

pre514 business intelligence must be distributed says gartner
According to research firm Gartner, overly centralised business intelligence (BI) and analytics teams cannot deliver the domain expertise and responsiveness most organisations require. It says organisations should create a two-tier model under which a central team works collaboratively with other teams distributed throughout the enterprise.