Gary Barnett, chief technology officer at Aspect Software, discusses voice portal, the first application likely to be deployed in the cloud that has direct benefit to the call center.
Bernard Tsang, director of customer relationship management at CSL Hong Kong talks about how Hong Kong's oldest mobile operator uses CRM strategies to expand or deepen its relationships with customers to reduce customer churn.
William Yeung may be the CEO of City Telecom (HK) but he started down his career managing the customer service department of another company. Today as head of City Telecom and its subsidiaries, he strongly believes that customer service is the only true differentiator for any business, including its call center.
Why are people loyal to certain brands? According to Nick Price, CIO and CTO for the Mandarin Oriental Hotel Group (MOHG), customer loyalty is built around positive customer experience with a brand. In this video, he shares some of the efforts being undertaken at the MOHG to create and sustain customer loyalty through unwavering commitment to service at every level of the hotel.
Customer service remains a primary focus for call centers. Gary Barnett, chief technology officer at Aspect Software, believes that unified communication plays an important role in the ongoing delivery of customer service.
As a call center source Malaysia's multi-cultural heritage puts it in a unique position of being able to offer outsourcing services in at least four languages. Nirinder Singh Johl, President 2010-2012 of the CRM & Contact Centre Association of Malaysia offers his insight into the strengths and weaknesses of the industry (this is part 1 of a 2 part series).
Sumeet Vaid is founder and managing director of Ffreedom Financial Planners, a financial advisory services firm in India that focuses on helping clients build solid financial positions for the long-term. Sumeet believes that to achieve its goals the company must be agile, scalable and totally client-centric. In this video, he talks about how Saas through Salesforce.com is helping Ffreedom realize its goals of being client-centric by focusing on the customer instead of the technology.
A growing worldwide concern is skills shortage, particularly around technical areas. Row Henson, HCM Fellow at Oracle, believes this needs to be addressed now. She also discusses the impact of social networking in the enterprise, and how organizations need to react to this technology particularly as the new generation of web-savvy employees join the workforce.
Which technologies are necessary in a call center business? What trends will impact which technologies will likely be hot in the coming years. Shivanuk Shukla, analyst with Frost & Sullivan, lists out the basic technologies and new ones that may be on their way to Asia.
Brad Fiery is vice president of analytic services for the Lacek Group, a marketing services division of Ogilvy. In this video he discusses some of the challenges facing organization as they look towards harnessing the power of social networking to generate new revenues and new customers.
Knowledge Central Multiple
Knowledge Central
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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.
