Better, Faster, Quicker: How Big Data and Self-Service are Actualizing Next Generation Customer Experience - CUSTOMER

CUSTOMER : 12/02/2013 eNewsletter   Latest Featured Articles » Better, Faster, Quicker: How Big Data and Self-Service are Actualizing Next Generation Customer Experience The turn from 2013 into 2014 will be significant for customer service organizations, technologies supporting them, and most importantly for millions of customers served. Commercial enterprise, government agency and even small and midsize businesses via the ubiquity of cloud, mobile and social capabilities all have opportunities to improve by acting upon the insights customer data can provide to help deliver more responsive customer service. » Five Reasons for Choosing Hosted IVR The cloud is changing how business is done, with software-as-a-service replacing many IT solutions that used to be done on-premise only a few years ago. » How Effective Are Your Sales Analytics? Competitive business is so much more than selling the right product at the right price. Today, there are too many vendors to choose from and customers rely on different resources to make buying decisions. If a company doesn't understand those resources or how the information is used to make that decision, they are likely not on the receiving end of the purchase dollars. » Even Major Brands Are Failing in Social Customer Service In the past, the rise of new contact center channels has often been somewhat gradual (at least by high-tech standards). This was the case with e-mail and many Web-based channels. (Think about how long Web chat has been around and the fact that it's only now becoming a very important customer contact channel.) Top Stories » A Call Center Brings Hopes of Employment to a Struggling City » PNC Financial Upgrades its Call Center Environment » Analyzing the Big Data from Voice of the Customer and Call Recording » Contact Centers Should Address Data Overload Issues, Says Survey Featured Channels » Hosted Call Center » Contact Center Transformation » Call Center Solutions Featured Resources » 8 New Ways to Use IVR to Improve Your Marketing, Sales, and Support » Contact Center Blending Best Practices » The Hidden ROI of a Cloud-based Contact Center Advertise With Us General advertising Info: Click here    Become a CUSTOMER 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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