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There is much talk throughout the global marketplace about the customer experience. A nice buzz phrase, but do those using it really understand its meaning? Customers can have a variety of experiences when they engage with a brand, but how they feel overall will dictate how they feel about that brand. Therefore, when evaluating your contact center analytics, it's also important to improve the customer experience. The use of radio frequency identification (RFID) systems has proven to be controversial in the past, but it's hard to deny the technology certainly has some valuable potential. One of the world's largest car rental agencies-Germany's Sixt-is discovering such value, as it puts the controversial RFID technology to work in providing some really top-notch customer service. Efficiency is on the mind of every company nowadays as they look to squeeze more productivity and pennies out of existing equipment, workers and operations. While it's an admirable goal to some extent, it's important that companies don't get carried away and make cuts in ways that will affect products and services or customer relationships. Workforce-related costs account for up to 60 percent of a contact center's total costs. Yet many centers do not use their people and resources efficiently. To help improve performance, some forward-thinking centers are turning to workforce management, a powerful methodology that helps centers be more efficient and reduce costs. Workforce management can lower overall costs by 10-15 percent. Gartner, the respected research firm, concluded that centers with more than 100 agents could benefit from workforce management. It can also be used successfully at smaller centers. Ra'anana, Israel-based NICE Systems describes itself as a company that provides software solutions that, Enable organizations to take the next best action in order to improve customer experience and business results, ensure compliance, fight financial crime, and safeguard people and assets. And, while that may seem like a lot of deliverable, the company's NICE Real-Time Process Optimization solution has been deployed by AES Eletropaulo, a major power distributor in Brazil, and with significant impact. One of the most interesting things going on in the customer experience sector is watching the development of ecosystems and partnership surrounding vendors trying to fill in all the gaps of having comprehensive solutions in an increasingly omni-channel world. In fact, the devil as they say, really is in the details. Matching up contact center capabilities with things like CRM, CEM, and automated marketing technologies has become fascinating to watch as the industry goes through a major structural transformation. Indeed, the race to get better customer information/context to better personalize out-bound marketing offers, track and fine-tune such offers is creating new and important vendor relationships at an impressive pace.
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