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Four 2012 Resolutions to Improve Customer Experience
When the ball drops in Times Square to usher in 2012, many of us will raise our glasses for a toast, give a loved one a kiss, and mentally promise ourselves to work out more, eat better, and spend more...
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Achieving True Performance Management in the Contact Center
In recent posts, I have discussed the Workforce Optimization process in the contact center—specifically, how companies can create a cycle of continuous improvement in business processes—and the value...
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Want Deeper Customer Engagement? Let’s Talk Speech Analytics
What you can learn through your recordings is a huge, untapped amount of customer understanding. When you can integrate that data with your overall analytical plan, you get deeper, holistic view into...
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Big Data and the Contact Center
Watch any new phone advertisement, and you’ll see the focus has shifted from connectivity and call quality to data, lots and lots of data―from connectivity to your favorite sites to watching the game...
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Speech Analytics is Talking; the Industry is Listening
In my first post on this topic, I covered at a high level the basics of how speech analytics can bring deeper customer engagement to the contact center. In this follow-up, we’ll look at why the...
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Diapers and Dialers: What Contact Centers Can Learn from Target’s Pregnancy...
Last week, Mitch Wagner, editor in Chief at The CMO Site put out a blog post on how Target Knows You’re Pregnant Before the Stork Does that I thought had some interesting relevancies to the contact...
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What’s on Your Social Channel?
Photo courtesy of Likeable Media www.likeable.com The abundance of social media platforms has empowered users to provide feedback in new many ways. Because of this, we’re seeing a widening of the gap...
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New Insight into Customers’ Preferred Channels
Remember the good old days of customer service? You know, when the contact center was just a “call center,” and companies dictated the terms of engagement? No one needed to analyze consumers’...
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WFO Outlook Part II: The Shoulds and Shouldn’ts of Implementation
In my earlier post, I looked at what growth trends are driving workforce optimization expansion. In this post I’ll point to some things to look for when implementing a WFO solution. The first bit of...
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The Changing Data Landscape
After a long hiatus I think the time is right to rejuvenate my blogging efforts. Much has happened in the data landscape for Microsoft in the past six months: SQL Server 2012 has taken a foothold in...
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Tame Big Data to Get the Most Value from Analytics
If big data is beginning to feel like a big headache, you’re not alone. Over half of contact center decision makers say that they struggle with data challenges. Much of this is due to the fact that...
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Are You Ready and Protected for Paym Mobile Payments?
The financial services sector has encountered many changes over recent years, making it hard to keep up with ever-evolving customer needs while patching new technology on top of existing legacy...
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It’s Game Over for Banks if Customer Protection is Not Improved
Earlier this month, another attempted resurgence of the infamous GameOver Zeus and CryptoLocker viruses, which have infected over 200,000 computers worldwide since April, reminded consumers not to let...
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3 Ways Your Data is Driving Brand Loyalty
Customer service is under a microscope. From horror stories to acts of kindness to humorous interactions, extreme examples of customer service circulate the web. A new one seems to pop up every week....
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Speech Analytics is Talking; the Industry is Listening
In my first post on this topic, I covered at a high level the basics of how speech analytics can bring deeper customer engagement to the contact center. In this follow-up, we’ll look at why the...
View ArticleClik here to view.
Diapers and Dialers: What Contact Centers Can Learn from Target’s Pregnancy...
Last week, Mitch Wagner, editor in Chief at The CMO Site put out a blog post on how Target Knows You’re Pregnant Before the Stork Does that I thought had some interesting relevancies to the contact...
View ArticleClik here to view.
What’s on Your Social Channel?
Photo courtesy of Likeable Media www.likeable.com The abundance of social media platforms has empowered users to provide feedback in new many ways. Because of this, we’re seeing a widening of the gap...
View ArticleClik here to view.
New Insight into Customers’ Preferred Channels
Remember the good old days of customer service? You know, when the contact center was just a “call center,” and companies dictated the terms of engagement? No one needed to analyze consumers’...
View ArticleClik here to view.
WFO Outlook Part II: The Shoulds and Shouldn’ts of Implementation
In my earlier post, I looked at what growth trends are driving workforce optimization expansion. In this post I’ll point to some things to look for when implementing a WFO solution. The first bit of...
View ArticleClik here to view.
The Changing Data Landscape
After a long hiatus I think the time is right to rejuvenate my blogging efforts. Much has happened in the data landscape for Microsoft in the past six months: SQL Server 2012 has taken a foothold in...
View Article