Techniques used in spotting, digging-out, and analyzing business data, to support better business decision-making in the call center or contact center.
In this on-demand briefing Jessica Gordon with Frost & Sullivan interviews Jim Rembach on effort analytics and the three most important takeaways from member webcast.
Jessica asks what currently counts in call centers and how are companies measuring and optimizing their centers for more profitable customer interactions and better customer experiences.
Watch the Inside Customer Effort Score: Analytics […]
In the past 15 years the success in outsourcing business process operations has encouraged many firms to start outsourcing their high-end knowledge processing work such as data analytics to skilled and experienced service firms.
Since data analytics helps solve complex business problems by analyzing data and generating useful business insights. Analytics outsourcing has helped several organizations leverage the power of […]
Get an Insiders view to Business Intelligence and Call Center Analytics
In this complimentary case study and ebook Call Center Analytics Revealed: Why Technology is not Your Actionable Business Intelligence Panacea, get an insiders view into the world of business intelligence and call center analytics.
Is call center analytics the silver bullet it’s promised to be? Is it […]
Includes a Customer Experience BIG DATA Dysfunction Self-Assessment
Can you identify the root causes of your customer experience big data dysfunction? Everybody hast it. and in this free white paper and self-assessment, you learn about data conversion disorder and why it is so important to your present and future.
Get an insiders look into the catalysts and […]
You are a bad customer. We are all bad customers…now. Or we at least have greater potential to be bad customers. Many years ago, we were able to avoid being a bad customer, but those days are gone. And being a bad customer has become worse than being a defecting customer. A more social world […]
Have you ever stopped to determine how many different types of customers you need to serve? The importance of having this type of customer insight became even more clear to me when I read an article written by the editor for Harpers Wine & Spirit, Richard Siddle.
In the article, he summarized a recent study by […]
Most VoC programs utilize only quantitative measures. This is not particularly surprising. Researchers and analysts tend to take a great many statistics classes and, as such, specialize in the manipulation of numbers. But quantitative voice of the customer data is not enough to be successful with customer experience management.
It is rare to find a customer […]
Proving that your quality program contributes a positive ROI often times feels like searching for the Holy Grail with your contact center investments.
On the surface, the question “can you prove that your quality program produces a positive ROI?” sounds simple. If not simple, at least do-able. But, the answer to this question is anything but […]
All of the brand promises developed by marketing professionals can be fulfilled, broken, or discovered in the contact center. More and more marketing professionals are taking keen interest in the operation and insights that can be captured in contact centers. Moments of truth, magic moments, defining moments, tipping points, perceptions, expectations, and recovery can all […]
Preventing marketing attacks from ambushing the customer experience
The concept of guiding patronage behavior can be traced all the way back to ancient Greece and in the print media back to the 1600s. I’m sure you’ve felt the impact of an effective marketing campaign and can personally attest to the success of such efforts on shaping […]
“Is the Marketing Department your call center survey support group?” is one of the self- assessment items in the 25 Mistakes to Avoid with Post-call IVR Surveys. This eBook consists of items designed to highlight attributes that are barriers to a successful customer experience measurement program. Take advantage of our knowledge and experience accumulated over the past 20 years since inventing post-call IVR surveying for call centers.
Why is this a problem?
By now most would agree that the management of a contact center is complex and challenging. How many other areas in your company require such a broad range of cooperation, knowledge, and expertise? Being the focal point of an organization draws attention that, at times, is not the kind that serves your service-focused mission. […]
When you think of a typical salesperson what comes to mind? Do you immediately conjure up visions of multi-colored flags, ‘zero-money down’ signs, and some sleaze-bag car salesman telling you to buy the over-priced lemon of your dreams? The term, salesperson, quickly makes us imagine this derogatory image, something that we do not want to be associated with as our career label.
Let me challenge your normal reaction to the word ‘salesperson’ with one of my favorite quotes from Robert Louis Stevenson, “Everyone lives by selling something.” Think about that for a moment. When you’re at the hair salon and he or she is discussing the option for highlights or the hair care products, this hairdresser is selling, right? If you are a marketer you’re hoping to ‘sell’ your audience with your subject line and convince them to open your email and look at your message. And even as a parent, you are ‘selling’ your six-year old on those healthy green beans (or at least trying to). But I bet if you asked that hairdresser, marketer or parent if they worked in sales their answers would be a resounding “No”. In fact, only one in nine people in the US are designated as being in sales, but most everyone is. […]
Hurricane Sandy ravaged the Northeast and changed the immediate futures of many. Focus will no doubt shift from extravagant extras to just rebuilding the necessities. For many local businesses looking to rebuild as well and turning to their loyal customers and the commitments made prior to this unthinkable disaster, you have to wonder when is the right time to ask your customers to be customers again.
For one local-area sports team, a letter was sent to its season ticket holders affected by the storm offering their support and reminding them their first payment was now due. If you are a season ticket holder it should come as no surprise that this money is due; you committed to these tickets nearly six months ago if not longer. As a team and a business in its own right, at a certain point disaster or not, there are still employee salaries and bills to pay. But if your home is gone or you just lost a family member in the storm and you get a letter like this, would you think the team is pretty insensitive to your situation? Or would you feel they were within their right to collect the money you promised to pay? […]
This month, I had the opportunity to write an article for 1to1 Magazine about the top issues that CRM professionals will come up against this year. I focused on five points:
Short-term cost-cutting hurts long-term growth.
New technologies making new skills necessary for call center employees.
Corporate arrogance hampering growth.
Unnecessarily difficult relationships with vendors and partners.
Challenges in translating […]
Unless you’ve been actively hiding from all forms of media for the past few years, you’ve heard about business intelligence. A Google search of the term yields more than 120 million results. So what is Business Intelligence? Business Intelligence is the practice of using Big Data to gain insight and drive change within an organization. […]
Mining and analyzing customer comments to understand sentiment is no longer a wish. It’s a must. Based on years of experience, I suspect many of you are like the business partners I work with: you understand the value of the activity, would love to be able to get your hands on the insight, but don’t […]
In baseball as in business, some of the greatest success stories lie with the individuals that thought outside the box. In the movie Moneyball, we find Billy Beane (played by Brad Pitt), the General Manager that famously made the Oakland A’s one of the most cost-efficient and winning teams out there. Beane did not have […]