This week’s Industry Perspectives comes from the American Customer Satisfaction Index (ACSI), which last week reported that online shopping satisfaction is at a 12-year low. Specifically, online shopping satisfaction dropped 4.9 percent to 78, the lowest score since 2001. But the drop can’t be too much of a surprise given the customer service nightmare that UPS and FedEx experienced Read More
In honor of Valentine’s Day, last week, CMSWire posted an article that likened customer relationships with personal relationships. The piece, How to Make Your Customers Love You This Valentine’s Day, took three best-practice tips for happy, healthy, successful relationships and applied them to customer relationships in the contact center. We encourage you to give it a read, it’s interesting how well they apply. Read More
This week, BroadSoft is continuing our new Industry Perspectives series with a recent piece by Louis Columbus, a contributor for Forbes. In the article, 2014: The Year Big Data Adoption Goes Mainstream In The Enterprise, Louis highlights IDG’s recently conducted study on big data and enterprise predictions for 2014. The most notable of results are that on average, enterprises will spend $8 million on big data-related initiatives this year. The study also mentioned that 70 percent of enterprise organizations have either deployed or are planning to deploy big data-related projects and programs. Read More
This week, we’re introducing a new blog series, “Industry Perspectives,” to share insights from today’s top reporters, influencers and thought leaders. Our first post comes from Quentin Hardy and highlights a recent article he wrote for the New York Times. In “Big Data Shrinks to Grow,” Quentin writes about a big data paradigm shift that Read More
In 1989, the song “If You Don’t Know Me by Now” by U.K. pop band Simply Red hit the number one spot on the Hot 100 list. Almost 25 years later—in the era of big data—the lyrics “If you don’t know me by now, you will never, never, never know me,” probably ring true for most people purchasing goods and services this holiday season, as I will explain. Read More
Prior to the Thanksgiving holiday, I spent the week in San Francisco attending Dreamforce, Salesforce.com’s annual conference. It was a great opportunity to gain insights from the industry’s leading vendors, share best practices among CRM experts and learn about up-and-coming tools and trends in the contact center space. Read More
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