IVR: Prioritizing Customer Contacts by Media Channel and Lifetime Customer Valu - Customer Inter@ction Solutions

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Featured Articles » Social CRM and Mobile Care Continue To See Increase in Usage » Priority Emergency Room Using CRM as its Information System Technology Solution » IVR Systems and Media Platforms Revolutionize Today's Customer Service Strategies » Cloud CRM Needed for Improving Customer Service   Sponsored By: Sugar CRM White Paper Series For the most comprehensive guide to everything you need to know about CRM solutions, visit the Sugar CRM White Paper Series. Get the expertise you need to make critical decisions for your company from fees to mobility to user adoption to data and analysis. Learn tips on how to maximize your CRM success from these five powerful titles. CRM Vendor Pricing: Fees, Subscriptions & Hidden Costs Succeeding in the Mobility Game 5 Ways to Increase User Adoption Sales Forecasting: Turning Data, Analysis and Process into a Realistic View of your Business's Future CRM Time-to-Value: Achieving Early Success with Your CRM Deployment   Top Stories » Sunnyside Customer Service Launches Customer Service Training Video Website » Digital Alchemy CRM Allows Hotel, Golf Course to Interact More Quickly with Customers » Clarabridge Gets 2012 CRM Excellence Award from TMC » Amdocs to Help Sprint Boost the Customer Experience in the Call Center   From The Expert Corner IVR: Prioritizing Customer Contacts by Media Channel and Lifetime Customer Value May 21, 2012 By Tracey E. Schelmetic TMCnet Contributor How many ways can customers engage with you via your center? While the telephone, of course, is still the favorite method, there are so many others like your website via Interactive Voice Response (IVR), e-mail and chat, social media, telephone self-service, SMS and possibly video chat. It's great for customers, who expect to be given the same high quality of customer service regardless of which channel they choose. It is also nice for a company to be able to offer so many options, but a multichannel contact center platform can help you gain and keep customers is an enormous challenge. While once you had to focus on only one or two customer media, now you've got customer contacts flying in from all directions, and you are expected to manage them as a cohesive whole...different elements of the same customer relationship. Nobody said it's easy running a call center these days... Read More>>>   Featured Video Quest Software details how Foglight Helps Customers at Interop 2012   TMCnet Free Premium Content » The Sales VP's Guide to Delivering Results with CRM » CRM: The Essential Guide » CRM Vendor Pricing: Fees, Subscriptions & Hidden Costs    Latest Blogs » Churn Predicted by Social Influence   Featured Channels » Call Center Training » Cloud CRM » Customer Engagement   Webinars Download One of Our Webinars Today to learn about new opportunities to enhance your business. www.tmcnet.com/webinar/   Become a TMCnet Columnist! Become a TMCnet columnist! Want to contribute your expertise to a growing audience of technology professionals? Become a writer, blogger or columnist for the TMCnet Web site and this newsletter. Contact TMCnet Group Editorial Director, Erik Linask, at elinask@tmcnet.com for details.

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