Expert Opinions
Enterprise Content Management is not a nice to have technology but something companies must consider as part of their long-term strategy. Joyce Hostyn, director of Customer Experience at Open Text, offers four steps to ensuring a successful approach to deploying ECM.
Excerpted from Technology and Customer Service: Profitable Relationship Building, by Paul R. Timm. In these tips, you'll find out about four tools of technology -- call centers, help desks, CRM and websites -- that can help you attract and retain customers. Discover ways to use these common customer contact methods to your best advantage. Tip #3 covers CRM software and deployments, and the potential impact on customer loyalty.
Firms use CRM solutions to manage customer information, but digging deeper into the mine could reveal something a lot more relevant than what companies already have.
Idea management is the practice of gathering and evaluating ideas in a structured fashion, with a goal of selecting the best ideas with the greatest bottom-line potential for implementation. What becomes a major challenge, however, is tracking down the ideas that are generated every day within an organization to be able to put them to good use. Once gathered, they often seem to go into the infamous "black hole" leaving good ideas lost that could have been quite useful.
In our travels, we often ask chief executives and other decision makers what their biggest challenges are. We know this isn't a scientific poll, and we get a whole boatload of answers, but there is absolutely no question that the single most frequently cited problem is some form of this dilemma: How can we do what's right for the company when the pressure to make our current-period numbers is so great?
While, historically, the bulk of attention has been paid to India’s status as an offshore contact center giant, enterprises have started to note the commercial possibilities associated with onshore domestic CRM outsourcing designed to service Indian end-users.
Excerpted from Technology and Customer Service: Profitable Relationship Building, by Paul R. Timm. In these tips, you'll find out about four tools of technology -- call centers, help desks, CRM and websites -- that can help you attract and retain customers. Discover ways to use these common customer contact methods to your best advantage. In Tip #2, learn about help desks: how they are used, how they can be organized and how they can be optimized for building customer loyalty.
How does employee loyalty impact customer loyalty? Our call center recently had a period of high customer service representative (CSR) turnover. Are there any statistics available about employee retention affecting customer retention and satisfaction?
Excerpted from Technology and Customer Service: Profitable Relationship Building, by Paul R. Timm. In these tips, you'll find out about four tools of technology -- call centers, help desks, CRM and websites -- that can help you attract and retain customers. Discover ways to use these common customer contact methods to your best advantage. Tip #1 offers advice on using call centers effectively to build customer loyalty. Find tips for agents to make small improvements that will lead to big results.
In truth, social media is about intimacy built on trust, which is why spam doesn't work with email and why trying it with social media will be a colossal flop. But social media are good for marketing and sales if you -- the marketer and the seller -- can build trust over time and become what I refer to as thought leaders.
Knowledge Central Multiple
Knowledge Central
This white paper examines six challenges, or imperatives, that every chief sales officer faces in the current environment, and provides recommendations on how to most effectively address and convert these obstacles into opportunities and competitive advantage. Whether it’s the challenge of driving growth in a difficult economy, increasing sales capacity with the same or fewer resources, or embarking on a sales transformation, enterprising chief sales officers can deploy proven methodologies and technologies to increase sales effectiveness and drive business success.
There are many CRM solutions available in the market today. How do you decide which one is right for your business and then continue to reap the benefits of the solution after implementation? This Oracle white paper offers five tips for helping mid-size companies determine the right solution for their business, including better ROI across the entire enterprise.
When Bharti Airtel, India's largest mobile operator, discovered a manually-operated outbound calling infrastructure was limiting its ability to ensure better customer experience, the company turned to Genesys to implement a solution that integrates marketing, customer service and collection ensuring that the various departments do not overwhelm the engagement experience for customers.
As one of India's largest banking institutions, HDFC Bank has embraced sophisticated information technology to pursue its expansion from corporate banking to become a world-class provider of wholesale and retail financial services. SAS provides a broad range of analytics to help HDFC Bank make credit decisions, enhance its cross-sell and up-sell marketing, and comply with strict regulations.
Call center infrastructure vendors are boasting of the environmental benefits of at-home agents, but the price of gas is proving a more compelling argument.
Providing ongoing call center agent training and coaching should be a high priority for call centers of any size. We've gathered these call center eLearning buzzwords to help you understand the basics of eLearning technology and decide if it's right for your call center.
I'm looking for more information on the chief customer officer (CCO) position to bring to a meeting with company executives. What are your thoughts on this position, and do you have any examples of companies that have hired chief customer officers and seen improvements to the customer experience, customer loyalty and customer trust?
When calculating call center shrinkage, should you include time for call center representatives that are on a leave of absence (LOA), Family and Medical Leave Act (FMLA) or short-term disability? Lori Bocklund of Strategic Contact provides sound advice.
