New Tools and Data Help Carriers Address Customer Care - Customer Inter@ction Solutions

If you have trouble viewing this email, click here to view online.

»Free Premium Content Customer Inter@ction Solutions: 5/23/2012 eNewsletter

Featured Articles » Managing Customer Engagement on the World Wide Web: A Tricky Business » TMC Congratulates CRM Excellence Award Winners » New Solutions Help Customers Drive Their Mobile Experiences » Social CRM and Mobile Care Applications Drive Powerful Sales Results   Sponsored By: DICE Dice is the career hub for tech. Whether you're a software engineer, DBA or project manager - Dice has the jobs, the news, and the community to get your career on track. Join Dice today and your tech career will thank you.   Top Stories » Soffront Mobile CRM Allows for Constant, Easy Access for Optimal Customer Service » Social CRM and Mobile Care Continue To See Increase in Usage » Video Chat Meets Customer Service » Humanizing Business Process Automation: Optimizing Performance for Employees and Customers   From The Expert Corner May 22, 2012 New Tools and Data Help Carriers Address Customer Care By Rich Tehrani, CEO, TMC This article originally appeared in the May 2012 issue of Customer Interaction Solutions magazine. Wireless carriers spend millions on contact center calls related to device questions from their subscribers, and to lean more Amdocs (News - Alert) recently commissioned a survey that shows that while 83 percent of the 2,900 consumers surveyed are aware of self-service options, only 37 percent of consumers use them. Why? You may think it’s because they don't have access to a PC, or perhaps they have an Apple iDevice and are afraid the answer will be in Adobe (News - Alert) Flash and all they will see is a series of question marks. Well, if this is what you thought, you'd be wrong on both counts. The reality is that they expect the answers to be wrong or inaccurate.So perhaps, you are thinking, social media is the solution. Nope, 75 percent of users did not find a satisfactory answer there.91 percent of respondents requested a single repository of information that would keep them from having to rely on Google (News - Alert), Bing and/or another search provider.Peter Bernstein has a piece on TMCnet that goes into considerable depth, analyzing the study and making important recommendations about how to reduce call center call volume and the associated cost. Wireless service providers should really read the piece. On a separate but somewhat related front, Aito Technologies is working to help carriers leverage sentiment analysis. As you probably know, in the U.S., some of the most challenging times for carrier sentiment had to be when comedians and shows like SNL poked fun at the iPhone for not working properly on the AT&T (News - Alert) network. And in such situations where the carrier’s network was slammed with traffic and the company was not able to come up with a solution quickly, there probably wasn’t much the company could do to change public sentiment... 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. http://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.

This email was distributed by: Technology Marketing Corporation, 800 Connecticut Avenue, Norwalk, CT 06854 As a valued reader or attendee of TMC's publications and events, you will occasionally receive carefully-screened offers and free product information via email. If you no longer wish to receive this type of email, please go to http://www.tmcnet.com/enews/subs.aspx?eml=ignoble.experiment@arconati.us to adjust your preferences.