Business Intelligence
138 results
of 13
Posted: 02/11/2016

IVR is dead. Daniel Hong, Lead Analyst, Ovum, reveals that IVRs are at a crisis point. The latest Ovum consumer preferences survey ranks IVR as one of the least successful methods to resolve caller issues on the first attempt.  Callers are frustrated.  Menu options are confusing, and the IVR does not route callers to the customer servic Full Content »
Posted: 02/11/2016

 

In today’s rapidly-evolving call center environment, “innovation” is no longer a pipe dream for a select few call center outsourcers.  If customer management success is what you crave, innovation must be the standard in measuring performance, building longstanding partnerships and delivering results 100% of the tim Full Content »
Posted: 02/11/2016

What’s the worst place in an airplane? The middle seat! Why? You’re literally stuck in a rotten place, possibly for a long time, and you can’t do anything about it. Or can you?

Doug Lipp, respected author, speaker and former head of training at Disney University uses the middle seat as a metaphor for what happens to all of us Full Content »
Posted: 02/11/2016


Every touch point with a customer -- visiting your web site, ordering products, engaging with customer service -- is a branding experience.  To maintain the value of your brand, companies need to invest in dynamic customer engagement that is friendly, intuitive and on the customer’s terms.  But what if your in-house systems and Full Content »
Posted: 02/11/2016

In the hyper-competitive marketplace of today, contact center leaders are striving to drive competitive advantage and bottom line results from their customer care operations.  In the effort to deliver higher value service to many clients and stakeholders we are seeing innovative applications of contact center methodologies
beyond the tradit Full Content »
Posted: 02/11/2016

With your customers demanding more intelligent, responsive service amid tightening budgets and resource availability, now is the time to strategize for migrating call center operations to a cloud-based model.

Citing a proven case study example, this free webinar will address the benefits of transitioning from an on-premise IVR platform to a Sa Full Content »
Posted: 02/11/2016

Call centers are increasingly expected to deliver on the company brand experience and positively affect revenue. The strategic importance of call centers has created a demand for more meaningful metrics and advanced analytics capable of linking performance to behavioral and financial outcomes.

In this webinar we will help call center executive Full Content »
Posted: 02/11/2016

Typically, being "customer-centric" is viewed as a process that places customers at the center of everything. But what happens if you take a different view and place your employees at the center of your customer experience design strategy?

Instead of following the traditional "marketing" approach - where customer insights an Full Content »
Contributor: call center week
Posted: 12/10/2015
Frost & Sullivan - BPO Trends for Banking & Financial Service Markets

Banks and financial services companies are facing a growing number of challenges, from rapid digitalization to increased mobility and the emergence of new competitors leveraging technology. The agility and innovation of these new competitors attract the attention of consumers, increase the level of competition, and magnify the impact of informati Full Content »
Contributor: Mitchell Osak
Posted: 07/10/2013
Mitchell Osak
To really evaluate marketing’s worth, it pays to go back to basic principles. We have found that asking five questions can help determine whether the marketing function is "doing the right things, right." Full Content »
Contributor: call center week
Posted: 02/06/2013
Transforming Data Into Actionable Customer Insights
Innovative support leaders have found a way to exploit the big, unstructured data at their fingertips to bring actionable insight (and significant service improvements) to their organizations. In this new analyst research paper, you’ll learn how advanced insight and indexing technology is the only way support organizations can tap into the diversity and variety of content (from social, email, voice, chat, KBs, CRMs, ERPs, and more) to get actionable customer insights. Full Content »
138 results
of 13
Contributor:
Posted: 06/27/2012
PodcastImage
It will come in the form of aggressive vendor marketing copy. It will come in the form of updates about new strategies your competitors are employing. But when it comes to meaningfully improving your customer experience, you only need to focus on one source of insight: your customers. The world of customer management is overflowing with " Full Podcast »
Contributor: call center week
Posted: 12/10/2015
Frost & Sullivan - BPO Trends for Banking & Financial Service Markets

Banks and financial services companies are facing a growing number of challenges, from rapid digitalization to increased mobility and the emergence of new competitors leveraging technology. The agility and innovation of these new competitors attract the attention of consumers, increase the level of competition, and magnify the impact of informati Full Whitepaper »