Latest Featured Articles
On-demand contact center solutions providers such as Five9 offer social and mobile modules that can be integrated directly into the broader contact center operations. Companies can gain quick access to the tools they need to manage social engagement based on their most critical key performance indicators (KPIs), just as they would with phone calls, e-mails or other types of contacts. Five9 Social, for example, allows agents to respond to problems and issues posted to social channels like Facebook, Twitter, YouTube, blogs, articles, and online communities. They can handle the issues in the social channels, or escalate the customers to more immediate channels such as telephone. Aspect Software today took the wraps off a new study that presents five ways companies approach and execute on customer service. Called Aspect Customer Care Personas, the study is intended to be used by companies as a tool for self-assessment. Sponsored by: Content Boost WEBINAR: Jump-start Your New Year with the Right Content Strategy
Tuesday December 16, 2014
TIME: 2:00pm ET/ 11:00am PT
REGISTER!
Simply put, 2015 needs to be a big year for you. It has to be about securing new revenue streams, solidifying customer
relationships and forging strategic partnerships.
So where does content marketing fit in with your New Year’s goals? It has to be the core vehicle fueling your 2015 trajectory.
In this webinar we will explore how to jump-start your new year with the right content strategy.
We will discuss: - Why the content marketing industry is continuing to grow (did you know more than 54 percent of marketers plan to boost their budgets in 2015?)
- How content marketing and long-term objectives go hand in hand
- How to implement a sound content strategy for 2015
Today's customer is autonomous, explorative, discerning and communicative. Long gone are the days of cold calling someone to make a sale or sending out an email saying Dear valued customer. Just how valued is that customer if a company doesn't even take the time to spell out his or her name? In fact, how well do companies even know and engage with their most valued and loyal customers? For frequent visitors to the contact center solutions community, you are well aware of the challenges contact centers are encountering regarding fraud. The bad guys are constantly working on ways to highjack customer accounts and work their mischief. It amounts to hundreds of millions of dollars in losses every year, and major headaches for customers whose accounts have been compromised. And, unfortunately, with call volumes swelling because of the holidays, contact centers make even more invited targets. Yes it is the holiday season, and for those running contact centers we all know what that means, a virtual tsunami of traffic compared to the rest of the year. What it also means is that there is an increase in the amount of internal contact center communications to better manage workflows to help manage the waves of customer interactions. And, while customers know that their interactions increasingly involve the use of chat for interacting with contact center agents instead of a phone call, chat is also an integral part of assuring internal operations running smoothly as well. It used to be, not so long ago, that calling into a call center was pretty much a one-way operation. Callers called into the call center, and were dealt with in the order in which the calls were received. That was the standard for quite some time. But like so many other standards, it wasn't long before circumstances required change. Call centers started calling out. In some cases, call centers would even call a customer back if the customer didn't want to wait on hold. Callback solutions became a very useful tool, and now, Virtual Hold Technology is getting together with Callpromise in a bid to augment the callback system in call centers. Customer experience is the new super differentiator in the digital world; but with consumers using multiple devices simultaneously and often crossing channels to complete a task, delivering a superior customer experience is challenging to say the least. What's more, customers are demanding that enterprises know exactly what they need, how they want to be served, and what previous interactions took place in different channels so they not only understand the content, but also the context in every customer interaction. Needless to say, most enterprises are unprepared to meet these demands, and need a new playbook.
Top Stories
Featured Channels
Featured Resources
Advertise With Us
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.
| 
No comments:
Post a Comment
Keep a civil tongue.