Madan Sheina, principal analyst, software application at OVUM, discusses 3 technologies - Web 2.0, smarter and high performance analytics, and virtualization - and how these technologies will impact the development and use of BI within the enterprise.
A persistent concern among chief executives and heads of business units is the question of "do we have the right talent in our organizations today?" Row Henson, HCM Fellow at Oracle, also comments that CEOs are finally recognizing that without talent, companies can not have products that customers will buy and bring in the revenue the companies need to survive and grow.
Customers are the lifeblood of any retail bank. For China Construction Bank (Asia) has five channels it uses to maintain its relationship with customers in Hong Kong and throughout Asia. As new channels like the Web gain popularity, CCB must continue to invests in these new channels to grow its base. Michael KM Leung, CIO of China Construction Bank (Asia) elaborates on how the Bank is gearing up for a much more demanding customer base.
Analytics is predicted to be a priority area of investment among companies in 2010 as companies realize that BI tools do not give managers sufficient insight into what the data is telling them. IBM senior executives, Phillip Beniac and Mark Register, discusses the rise of analytics as the tool to help organizations accurately predict what the information is telling them.
Human Capital Management is a new discipline that has yet to become widely practiced among Asia business conglomerates. Also known as talent Management, it is the ongoing process that organisations use to attract appropriately skilled and motivated employees (“talent”); integrate them into their organisations, assess and develop their competences and retain their commitment.
You can have all the business intelligence tools that you need but without analytics, you can't predict with confidence what the data is saying. IBM executives, Phillip Beniac and Mark Register, discuss the implications of business analytics in today's dynamic business environment.
Chris S. Marriott, vice president and managing director for Acxiom Digital, offers insight into integrated interactive marketing strategies that work. Take out your pencils and paper and start taking notes.
Outsourcing of application development needs remain an important strategy for many companies particularly as rising costs and ability to tap the right technical skills. But how do you minimize failed engagements? Compuware's Paul Valley lists the reasons why companies outsource and why some projects fail. He also offers insight into minimizing failures citing Compuware's success in this regard.
Duncan Pescod, permanent secretary for Commerce & Econommic Development for the Hong Kong Government, believes that the call center is one of the factors causing a change in consumer behavior. He points to the call center as the bridge connecting businesses and customers. He calls on the contact center industry to continue improving and keep pace with changing community demands.
Rick Seeto, vice president of Marketing for Nortel Asia, explains the fundamentals behind Unified Communications technology and how companies can use UC to reach business goals.
Knowledge Central Multiple
Knowledge Central
Shrinkage can be one of the more elusive metrics in the contact center, but don’t underestimate its power. If properly measured and managed, the use of shrinkage can enable contact center leaders to achieve the ideal balance of productive and unproductive time. Unchecked shrinkage will negatively affect service levels and the overall contact center budget.
This Genesys white paper outlines the particular challenges facing service delivery operations — both within and outside of the contact center. It then describes the type of solution required to address these challenges. Finally, it shows how Genesys enables you to optimize service delivery across your entire enterprise.
This case study is about how Hindustan Unilever uses change management solution from SAP to synchronise software development across all its offices in India.
To achieve their primary objective of reducing operational costs while improving customer serivce, Telkomsel chose Sword Ciboodle to revolutionize their core customer facing processes. Today, Telkomsel maintain their lead position in a highly competitive market via a strategy to differentiate through their customer service.
Cell phone activities are a great way to encourage team building in call centers. This chapter outlines a few cell phone activities call center managers can use to introduce new employees to the call center team and break the ice in the office.
In order to develop a strategic Internet marketing plan marketers need to understand where their customers and potential customers are going for information. Companies have the potential to succeed if they effectively target these customers with innovative and strategic Internet marketing techniques through the use of social networking sites and Web 2.0 technology.
Handling customer interactions isn't always easy, since every interaction is unique and different customers present different challenges. We've put together this list of the things call center agents and customer service reps should and shouldn't do during a call center interaction.
Paul Greenberg, President, The 56 Group evaluates CRM options that are Mac and iPhone compatible.
