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“The Fastest Growing Companies on Earth”
Everyone at ... Read More
As customers gravitate toward alternative means of contacting your business, call centers must contend with many different types of customer interactions. Plus, today’s particular customers expect you to know who they are and why they are calling. Ignorance to their plight, or the necessity to repeat a previously explained situation, will result in customer frustration and loss of business for your ... Read More
In the past, call centers were established with the purpose of cost reduction. As such, call centers often encompassed low-level business functions and significance was considered minimal.
Today, however, organizations are now realizing the critical ... Read More
Why are some organizations slower to adopt intelligent desktop technology— technology that is proven to improve customer experience? Cincom’s Customer Experience Management team provides some insights.
There are an outstanding series of videos sponsored by the Stanford Technology Ventures Program. One in particular is outstanding in the area of early adopter’s contributions to a start-up trying to sell software over the Internet. It features Eric Ries, co-founder and CTO of IMVU, best-selling author and board member for several companies.
Insurance businesses are more relationship-based, with accounts characterized by a longer life cycle of customer loyalty and less turnover. As a result, the insurance industry has always presented a more pronounced need for upselling, and also relies heavily on blended inbound and outbound service centers, in support of direct mail initiatives to accomplish marketing and revenue goals. Insurance marketing uses a heavy program of customer acquisition initiatives with a low rate of return.
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By Dale Wolf
If you will pardon me for bragging just a bit on one of the products that I work on, Ventana Research has just released a review of Cincom Synchrony. This is the latest in a string of positive awards and reviews that at least give me ... Read More
With the dynamics of the contact center industry, it is understandable that a variety of companies struggle to be successful in this area. Consumer demands continue to intensify and parent organizations apply consistent pressure to reduce costs.
At the same time, the global approach can seem more appealing while domestic customers are crying out to keep operations local. With so much to keep tabs on, it stands to reason that some just are not cut out for this industry.
To help keep organizations up-to-date on current happenings in the industry, Datamonitor has released its “2008 Trends to Watch: Contact Center Markets and Technologies.” In is report, Datamonitor analyzes the industry from a competitive and technology standpoint, providing insight into innovative ... Read More
Louis Columbus, Cincom
Bruce Temkin’s blog Customer Experience Matters is one of my favorite to read as he often provides insights from research he has recently completed on Customer Experience Management (CEM) and Voice of the Customer (VoC) programs. ... Read More