Technology
The customer care operation plays a pivotal role in both top line growth and bottom line business management. Proactive notifications, an emerging area of investment, offer a new opportunity to improve efficiency, increase customer retention and loyalty, increase revenues and expand business – both within the base as well as through the addition of new customers.
"Why does this gap between information and the knowledge being provided to customers remain?"
Now in the heat of competition is the time to be using analytics to create and deliver winning customer service strategies. To show you how is Daniel Ziv, VP Customer Interaction Analytics at Verint Witness Actionable Solutions.
Most Recent Technology
Voice biometrics is the answer to solving a range of security issues currently existing in contact centres, yet few companies are utilising this technology to date. Steve Pels of the CCMA asks why.
Today you are being forced to re-think how you interact with your customers.This is due to shifting market dynamics, recent innovations, and a new generation of consumers who expect enterprises to support customer service via a variety of touch points. You must adapt to meet these needs with strategies for creating brand loyalty and engagement. Savvy companies are implementing the key Dynamic Customer Engagement ingredients, with the aim of ensuring a holistic view of customers across all critical points of contact, and harmonising customer care goals with business goals. This white paper gives you a clear overview of the strategies you require.
This year marks the 20th Anniversary of the ATA, the peak body for the contact centre industry in Australia, and this occasion has provided an opportunity to reflect on the role contact centres have played over the years, to celebrate the position the sector now holds within Australia, and to forecast the industry's future within Australia and the Asia Pacific region.
A December 2008, Aberdeen survey shows that 31 percent of best-in-class organizations use speech analytics technologies. The increase in deployment of these technologies is driven by demanding customers who want faster services from call centre agents. Contact centres are under a lot of pressure to ensure customer satisfaction while reducing operational costs.
Dubai Financial Market has seen a significant growth in demand and a continuous increase in numbers of investors requiring a Stock Inquiry service. To meet this demand, Dubai Financial Market needed to ensure that callers could gain fast, easy access to stock quotes in a cost efficient way. They sought an effective business solution which addressed all of their immediate requirements including multi-lingual capability and deployment in a short timeframe.
In these tight economic times when products are difficult to differentiate, companies are turning to customer engagement strategies as the means to distinguish their customer service experiences from those offered by the competition. Companies must determine a long term cross-channel conversation strategy so that they are able to speak with one voice to the customer, while delivering an exceptional experience. Download these essential strategies now...
(And where performance optimisation solutions come into the picture)
Unified communications (UC), the worthy successor to unified messaging, is the enterprise's way of removing the silos around its people.
Unified communications (UC), the worthy successor to unified messaging, is the enterprise's way of removing the silos around its people.
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