Many contact centers continue to operate at suboptimal levels. Case in point: One financial services company has managed to turn "press zero to talk to a human" into not just a selling point but a major advertising campaign. While some great leaps in efficiency and quality have been made over the pa...
Do loyal customers translate into steady sales or profits? Intuitively, the answer should be yes -- and indeed, customer loyalty is a significant metric by which companies rate their performance. However, there a few problems with the concept of customer loyalty and a corporate strategy to develop i...
What is unified communications and why do you need it? UC is not unified messaging, and it isn't a unified desktop. But both of these technology solutions help to support a unified communications architecture. In fact, according to Aberdeen, a Harte-Hanks Company, UC is the convergence of such techn...
Many e-commerce companies have boosted their fortunes by expanding their markets beyond the United States. Avail Intelligence is hoping to help such merchants boost profits and sales by doing the reverse. The move comes as e-commerce growth begins to slow, a function of the sheer size of the market ...
Oh customer, so mysterious ... what have you done ... what will you do ... and what decisions should a business make to keep you or get rid of you? Seeking answers to these key questions, the commercial world has turned in a big way to analytics -- the science of logical analysis. Analytics involves...
Retailers' approach to interaction between e-commerce and the contact center is changing. The online and call center channels are starting to meld together, and perspectives on how retailers handle the two have to change. A typical shopping experience today may go something like this: The customer b...
Traditionally, the contact center has been a cost center. However, with the contact center transforming into a profit center, the selling of products and services has emerged as an opportunity for the center to improve agent and customer interaction. Yet the challenge will be balancing customer sati...
The contact center has become the focal point of the customer interaction. Customers spend more time researching products, managing account and order information, resolving issues, and utilizing self-service than they do within the traditional brick-and-mortar storefront. This requires contact cente...
The word "footprint" has gained a lot of currency of late, particularly when talking about carbon consumption and emissions, but also within the IT world. Seen in its original and primary form, a footprint contains lots of information about the identity and nature of the beast that made it. Looking ...
After reading the book Mindset: The Psychology of Success by Dr. Carol S. Dweck, I began to wonder if her concepts of fixed versus growth mindsets were either accentuated or diminished when it came to customer relationship strategies enabled with SaaS-based applications. The many benefits of the Saa...
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