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Using Big Data to Deliver Better Solutions: Industry White Paper

This week I’d like to share a new whitepaper “Big Data and its Impact on Contact Centers” from a kindred spirit, the Daitan Group. In the white paper, Daitan discusses how major brand contact centers are seeing an uptick in the adoption of analytics programs in an effort to better understand and interact with their Read More

Five Tips for Contact Centers in 2014

This past holiday season, UPS and FedEx experienced what can only be summed up as a customer nightmare when an influx of orders created shipping delays and prevented on-time delivery of hundreds of thousands of packages. Both companies immediately kicked into damage control mode, and issued public apologies to customers about not being able to meet the high expectation of delivering gifts in time for Christmas morning. 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

The Next Competitive Battleground

“The customer experience is the next competitive battleground.” This was Jerry Gregoria’s fatidic statement just before resigning as Dell’s CIO in 1999. His words have become even more revealing in recent years, especially with advancements in technologies, including the proliferation of digital touch points. PCs, smartphones, tablets, not to mention social media, have profoundly impacted the way companies interact with their most important commodity. Because of this, customers across all demographics now share a common trait: they are empowered. And if companies want to stay competitive, the onus is on them to make the overall customer experience a top priority. Read More

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