Merging Tactical and Strategic Information to Perfect the Customer Interaction Experience

  • Source: Yankee Group
  • Written By:
  • Published:
  • (Originally Published On:) )
Industry observations indicate that few enterprises have been successful in implementing seamless networks to provide consistently updated customer information across multiple channels of access, including data stored and used within and outside contact center applications. There are several reasons for this lack of success—in particular the method by which these multichannel contact centers were developed in the first place.

Featured Software Research:

The Analytics Experience

  • Source: IBM
  • Written By:
  • Published: June 3 2013
The customer is king. Learn how analytics can help with the royal treatment. Read More

Deploy Tactical, Affordable, Scalable Analytics

  • Source: IBM
  • Written By:
  • Published: December 17 2013
Self-service solutions empower business users to drive decision making. IBM analytics solutions are easy to install, configure, manage, and secure, and they scale to a broad set of users. Leaders have access to data across the business. These solutions deliver a unified experience across Web, mobile, and desktop, including solutions for reporting, analysis, predictive analytics, planning, forecasting, and regulatory reporting. Read More

Put the Customer First: Managing the User Experience

Customers are demanding increasingly high levels of service—they want what they want, as soon as they want it. Networks need to be faster than ever, and more reliable, to satisfy exacting customer standards.

While organizations often rely on a patchwork of network resources to deliver their services, customers expect their experience to be seamless. Network managers need to monitor those resources more proactively for a holistic view that considers network availability, network performance, and service quality. This demands a shift in focus from hardware to a deeper understanding of service provision and the customer experience. It also requires an evolved skill set, and new application-monitoring tools.

This white paper explores the evolution of networks, including the idea of user-centric networks and network virtualization, and the technology that will support it. Read More

You may also be interested in these related documents:

How to Deliver a Great Customer Experience and Lower Costs: Achieving Interaction Excellence Across Multiple Touch Points

Whether in a business-to-consumer (B2C) or business-to-business (B2B) context, customers demand multiple channels through which they can find information, purchase goods, view and pay their bills, request services, or get support based on their specific needs and preferences. Discover solutions that can help you deliver the channels customers demand, and provide a consistently positive customer experience. Read More

CRM without Compromise: A Strategy for Profitable Growth

  • Source: SAP
  • Written By:
  • Published:
When implementing customer relationship management (CRM), organizations often lose sight of their customers and focus on efficiency gains instead of looking at the bigger picture from a customer perspective. But organizations that can build a business-centric system flexible enough to quickly respond to changing customer needs will have a sustainable competitive advantage and enjoy profitable growth for years to come. Read More

Lessons from the Leading Edge of Customer Experience Management

Companies can no longer afford to wait for the perfect data or technology or process to present itself before making customer experience management a strategic priority. Customer experience efforts need enterprise-wide visibility and focus to last. Here are six lessons from leading-edge companies—learn what they’re doing right. Read More
 
comments powered by Disqus