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Telcos increasing reliance on CEM tools to manage network demands
40% of Asia-Pacific employees will be mobile workers by 2015
Does social media really help sales people sell?
US BPO to invest $50 million in campus style Philippine call center
IBM to acquire Tealeaf Technology to enhance Smarter Commerce offering
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Big Data has arrived and is making its presence felt. Rather than viewing it as a challenge, more and more businesses are mining Big Data in their organizations to help improve business performance and elevate the customer experience.
Video conferencing can be turned into a competitive advantage if the benefits of the technology are used to the fullest. Managed video services may be the fastest way to make this possible.
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Contact centers are evolving and understandably in ways most industries could relate to. Social media, said David Rizzo, President of Teleperformance Asia-Paicific, is a game changer and one that is shaping the future of the contact center industry.
The Contact Center Association of the Philippines (CCAP) has reported a 21 percent growth in 2011, with revenues reaching US$4.7 billion.
The growth rate exceeded the industry forecast of 18 percent growth announced in August last year.
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Les Bonney, executive vice president, Global Field Operations for QlikTech, says BI tools should enable employees to manipulate data in the fashion they see it fit to their role.
With a loyal customer loyalty that spans across both the elite as well as the everyday citizen, the Hong Kong Jockey Club depends on IT to engage its customers. Sunny Lee, executive director for IT, discusses the role of IT in customer relationships.
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The focus is delivering what the customer wants when the customer wants it and wrapping it in a nice, professional, efficient experience. Sometimes the customer is interacting with a person and sometimes with a machine, but it’s hard to tell who and what are involved in the interactions.
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Asia-Pacific's (excluding Japan) 838.7 million employees will be mobile workers by 2015 and majority of these mobile workers will be office-based, according to IDC’s Worldwide Mobile Worker Population Forecast 2011-2015.
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Contact centre operations are becoming increasingly complicated. Workforce optimization tools and complementary management processes have emerged as critical success factors in taking a holistic approach to enablement and effective management.
Most research shows that sales professionals spend less than 25 percent of their time on direct selling. A good CRM system is one that provides sales people with the ability to access critical information when they need it and help them meet sales targets.
The Royal New Zealand Plunket Society Inc. (Plunket) operates a national contact center service called PlunketLine. Dimension Data New Zealand upgraded its telephony system to an advanced CRM system. Now it could offer modern features, better functionality and fully integrated apps to support business goals.
Malaysia's Tropicana City Mall uses a digital communications platform to manage movement of people and goods and render efficient customer service. Two-way radio communication ensures that things run efficiently on schedule and teams stay responsive to customer needs.
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Working from a distance is becoming one of the great challenges of 21st century leadership. While virtual teams can be managed virtually, managers can also provide a functional structure of engagement.
American Express believes that companies have to create relevant products that speak to the digital generation, who are individualistic in their choices and demanding in service and attention.
