Last week Kumaran Ponnambalam of BroadSoft envied our Statistical Performance Analytics approach to predict contact center agents’ future performance and customers’ needs, based on historical agent and customer activity data. The result is not only an… Read More
Five Strategies to Avoid Crisis in the Contact Center
We live in a customer-obsessed culture, and consumers have come to expect excellence in all areas of service. This has been the driving force behind things such as 24-hour access to customer support and, more recently, the media attention around flying drones designed to get things to our doorstep even faster. This has also created Read More
Predictive Analytics Report: Using Big Data to Improve Omni-channel Customer Service
Contact center interaction management solutions have historically taken a retroactive approach: examining past transactions to form judgments on the value of customers today. In many contact centers, callers are still routed to the longest available agent. More advanced contact centers go one step further, using skill-based routing to send callers to the agent who is Read More
Industry Perspectives – What Does the Digitization of the Economy Mean for Contact Centers?
This week as we continue our Industry Perspectives series, we wanted to take a look at a recent Wall Street Journal guest feature by Irving Wladawsky-Berger, a former vice-president of technical strategy and innovation at IBM. According to Wladawsky-Berger, “adapting to the ongoing digitization of the economy, and of society in general, is arguably the most challenging Read More
Using the Cloud and Analytics to Modernize Legacy Contact Center Systems
As customer service demands escalate, contact centers must be quick to adapt. Here are some of the critical changes I see happening inside of today’s contact centers and the wide-range of challenges they face. For example, 1. While call load balancing was efficient in the past, offshoring and outsourcing to home agents have complicated the operating model. Read More
Using Big Data to Move from Cost-Center to Customer Engagement
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
Industry Perspectives: Transforming the Customer Experience
This week, I’m continuing our Industry Perspectives series by highlighting Kate Leggett’s blog post, “Forrester’s Top Trends For Customer Service In 2014”. In the piece, Kate explains how the recent shifts in digital communication, mobility, and the acceleration of innovation are impacting customer expectations. The article highlights the top 12 customer service trends for 2014 that Read More
