Last week marked the 10th anniversary of the Customer Contact Conference, hosted by Frost & Sullivan in Marco Island, Florida. The event was an impressive culmination of new ideas, emerging data, and best practices shared among the leaders of the industry. Read More
Perspectives: “Customer Analytics Research Reveals Required Capabilities for Software”
This week, we’re reviewing a recent article by Richard J. Snow, VP and Research Director at research firm Ventana. In his article, “Customer Analytics Research Reveals Required Capabilities for Software,” Richard reiterates the importance of finding the right customer analytics tool for your company, especially since today’s customer data comes from so many different sources. In Read More
Survey Says: Most Companies Still Rely on the Old-Fashioned Spreadsheet for Customer Analytics
Last week, Richard J. Snow, VP and Research Director at research firm Ventana, published a blog post summarizing results from a study “Next Generation Customer Analytics.” This followed a second Ventana research report around customer engagement, which looked at the various channels through which today’s customers interact with companies. Ventana’s research highlights an on-going discussion that Read More
Industry Perspectives: Customer Service Takes a Turn – Is this a Trend or Simply a Misstep?
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
Match-Making in the Contact Center
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
Industry Perspectives: Contact Centers or Customer Engagement Centers?
This week’s Industry Perspectives comes from a recent article by Patrick Budmar for Australia-based ARN. In his article, Businesses to turn to multi-channel customer engagement: Gartner, Patrick highlights Gartner’s recent prediction that companies will continue to transition into multi-channel customer engagement centers. Read More
Industry Perspectives: Big Data – Mainstream for Most
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
Customer Rage and the Big Data Dilemma
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
From the floor at Dreamforce: Must analytic solutions be purpose-built or can they solve multiple problems?
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
