A flood of new technology and processes have poured into contact centers in recent years. Interactive voice response, skills-based routing, scheduling optimization, and a host of other tools have helped contact center
efficiency surge.
To outpace the competition in the evolving business intelligence arena, companies must conduct a deep customer analysis.
People can buy duct tape anywhere. It’s a commodity. But by analyzing customer and point-of-sale (POS) data a duct tape supplier can, in fact, add value to its retailer customers and maximize its own revenue.
Although corporate blogs have been praised for their ability to get the word out to the brand faithful, they have not to this point been noted for their effectiveness as a customer strategy.
The skills that make good executives also make good athletes, as we found when we asked, “If you were an athlete…
On-demand customer solutions primarily grew up in the sales world, but the contact center is getting a great deal of attention, as customer service strategists increasingly turn to hosted offerings as a way to rationalize and consolidate their operations while gaining flexibility.
That’s all the fuss about on-demand CRM solutions? Depending on the needs of your customer organization, the option to “rent” rather than buy the software that powers your advanced relationships could be of momentous importance — or entirely peripheral to the problem at hand.
We've recently completed new call center research in which we tried to understand an evolving trend: turning the call center into a revenue source. After many years of being regarded almost exclusively as a cost center, the call center is being reconsidered as a potential revenue source in many large organizations. Our key findings show that adding a revenue dimension to the call center sounds easier than it really is, in part because there isn’t much agreement on ideas as basic as “selling.”
Just as traditional businesses strive to add value to their customer base, sports organizations and their individual teams are adding value to their fan base—by defining customer groups and more efficiently marketing to them through advanced database analysis.
When visitors enter the conference rooms at the U.S. headquarters of T-Mobile, they may be intrigued by what awaits them. Some may even assume they’re in for a game of Texas Hold’em. That’s because at the center of each conference table rests a bowl of blue poker chips. Instead of displaying numbers, each side of the chip reads, “The customer is number one.”
