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8/11/06 - Don't Give the ATM Too Much Credit
Ah, the Automatic Teller Machine (ATM). Every self service presentation I have ever seen extols the success of the ATM. Well maybe not everyone but just about every one over the last 10+ years. But not everyone thinks we should.
Consider the following: 1) ATM functions remain limited to low value transactions; 2) Banks originally thought they could reduce the bricks/mortar side of the business only to open new branches; 3) Tellers are now expected to cross-sell and up-sell every customer.
As one reader suggested, "While operations might want to automate everything to reduce the cost per transaction, marketing will not want to give up the very valuable personal interaction with the customer. A positive personal interaction is going to leave a much stronger impression than a web site or IVR."
Gary Lemke, Publisher
(Share your thoughts)
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TOP NEWS OF THE WEEK (more)
 Research Notes (more)
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Evaluating Maturing in Contact Centers: A Performance Management Research Study - Ventana Research undertook this research study to evaluate the maturity of contact centers worldwide, assessed by region, industry and size. We determined maturity by communications channels and services supported, how performance is measured and what technologies are deployed. In the analysis, we applied the Ventana Research Maturity Model, placing centers at one of four levels for increasing maturty: Tactical, Advanced, Strategic and Innovative.(Ventana Research)
|  | | Get a Starbucks Card loaded with $5 and qualify to win an iPod nano when you participate in a survey! - Performance Scorecards and Dashboards - A Ventana Research survey - Do scorecards, dashboards and performance alerts really bring about strategic alignment? Do they facilitate the best use of a company's resources and coordinate the efforts of every member of the organization? Ventana Research, our trusted research partner, is conducting a short survey on the topic of Performance Scorecards and Dashboards. Get a Starbucks Card loaded with $5 and qualify to win an iPod nano when you participate in our survey!(Ventana Research)
| | | Why Microsoft CRM Is the 3rd Choice - In this document, Microsoft CRM is given a comprehensive review including "Global Perspective" by CRM expert, Mr. Paul Greenberg, auther of "CRM at the Speed of Light" and Executive VP of CRM Association US.(GCCRM)
| | | Siebel + Oracle > SAP? - Oracle just announced to acquire Siebel. Technically speaking, this will make Oracle the number one CRM vendor in the world, even though the official legitimation has to wait until early 2006. There is however, another saying that SAP is catching up fast that she will likely replace Siebel as the CRM leader one day or the other. Would Siebel + Oracle > SAP in CRM in the coming years? We don't know yet. But it makes sense to have an individual review on each of them to see how they are doing so far and listen to what 443 survey respondents have talked about their image and product.(GCCRM)
| | | Why Oracle CRM Is Only the 4th Choice - An Independent Survey and Perspectives from Global / China Experts on Oracle(GCCRM)
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 White Papers (more)
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Where are Your Support Dollars Going? Results of Parature's Nationwide Survey - Everyday you answer phones, update servers, and install patches - but do you know how much all of this costs? Or if your support costs are similar to those at other companies? To find out, read a new free white paper entitled "Where Are Your Support Dollars Going". In this report we review the resulting trends of a nationwide survey of support organizations, and discuss ways companies can reduce costs, while becoming more productive and efficient.(Parature)
| | | Real-Time Coaching Builds World-Class Contact Center - Coaching contact center agents yields impressive results - it enhances the customer experience and empowers supervisors and agents. It is the training method preferred by agents and yields timely and quantifiable benefits.(DMG Consulting)
| | | Blinded by a Blizzard of Customer Interactions? See Clearly with Speech Analytics - You can be blinded by the blizzard of conversations that take place in your contact center, or you can see clearly with speech analytics from Verint.(Verint)
| | | SOA Has Yet to Arrive in the Contact Center - Ventana Research believes that Service Oriented Architectures are still a ways off. Learn more why they believe that SOA is not ready and what you should do about it today.(Ventana Research)
| | | The Proof is in the Call Center - Determining the ROI for contact center technologies can be a challenging task, particularly since it's so difficult to map direct correlations between a software implementation and intangible performance gains. In the paper, Richard Bucci, Associate Consultant, the Pelorus Group, interviews etalk customers to uncover tangible productivity gains specifically associated with the use of quality monitoring and recording products. (etalk)
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Skype Slips Into Business - Users of Skype and other consumer-focused peer-to-peer VoIP networks are bringing the tools to work. But rather than banning the technology, some companies have embraced it. Here's why.(ComputerWorld)
| | | 6 Mobile Innovations That Will Change Your Life - New mobile technologies are emerging that can change--and even save--our lives. Expect to see these six breakthrough applications in the next year or two.(InformationWeek)
| | | The High Cost of Getting Close to Your Customers - The results of a study by George Day of Wharton School of Business suggest that the fortunes of market-driven companies may not always be worth the sacrifices that need to be made to get there.(CIO)
| | | Make marketing measurement count: Easier said than done - A very large company formed a task force to identify the value gained from the obscene amounts of money it spent on customer information, marketing analytics and reporting. No marketing representative was on the task force, even though marketing knew about the initiative and was consulted during deliberations. The person running the task force? An IT executive.(CMO Magazine)
| | | How important are consumer and/or customer demographics in shaping a company or organization's CRM strategy, particularly in the retail sector? - This is a really important question in a world of marketing where it seems that data is only valued when it has been collected yesterday.(CRM2day)
| | | Salesforce.com Connects with SAP - "A few years ago, integration was said to be the Achilles' heel of on-demand software," says Kendall Collins, vice president of product marketing at Salesforce.com. "That has not been the case," because Salesforce.com partners have built connectors between the vendor's CRM offerings and third-party products, he adds.(CRMDaily)
| | | Microsoft Talks Up Vista Speech Recognition - "Today, the Speech Server platform is trusted by a number of major Microsoft customers to successfully answer millions of customer calls," said Anoop Gupta, corporate vice president of the Unified Communications Group at Microsoft. He added that integrating this technology into Office Communications Server further demonstrates Microsoft's aims of providing a unified communications platform.(CRMDaily)
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 Case Studies (more)
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DoubleClick Increases Customer Satisfaction with Service Strategies - DoubleClick needed a way to quantify their stance as the industry leader with hard facts. DoubleClick's key vision is to differentiate from their competition through world class service. By adapting their organization to industry best practices they insure that they can leverage their unparalleled global support infrastructure to deliver customer driven, one-on-one service.(Service Strategies Corporation)
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August 14-16, 2006: ICCM 2006 - Find the customer contact management solutions and strategies to align your service center and business objectives to drive performance at ICCM 2006! Successful contact center professionals share two common traits: they drive performance excellence and they strive to be the 'best they've ever been'. Top performers constantly look for ways to meet and exceed the expectations of their customers, their staff, and their management. And they constantly look for new professional development opportunities.
| | | September 11th-13th, 2006: Gartner Customer Relationship Management Summit 2006 - Gartner Customer Relationship Management Summit 2006 - September 11-13 - Announcing the 7th Annual Gartner CRM Excellence Awards
| | | September 11th-13th, 2006: Annual Call Center Exhibition (ACCE) featuring the ICMI Knowledge Exchange - Annual Call Center Exhibition - The Global Gathering Place - Sept. 11-13, 2006 - Washington State Convention Center, Seattle, WA - $200 Early Bird savings through July 28, 2006 - For event details, or to register visit: http://www.ACCEicmi.com
| | | September 17-20: AFSM International's 2006 World Conference - AFSM International's World Conference brings together top-level corporate leaders in the technology services management industry. For over 30 years, this event has remained the largest gathering of technology services professionals from around the world. This is the only global event where you will find vast opportunities for learning, sharing and advancing your career as well as progressing your organization's ultimate goals and successes. For more information or to register, please visit www.afsmi.org or call 239 275-7887, ext 35.
| | | September 25th-27th, 2006: The 8th Annual Conference for Help Desk Professionals - Would you like to learn how to transform your Help Desk into a Service Desk, gain skills that will contribute to both your personal and professional development, and hear proven case studies that put theory in practice, AND do all this at a fabulous hotel on the Riverwalk in San Antonio? The 8th Annual Conference for Help Desk Professionals September 25-27 is where you can do all that and more. For more information, please visit our website at www.helpdeskconference.com or call us at 425-398-9292.
| | October 3rd-5th, 2006: Marketing Mobile Services - Targeting, marketing and delivering consistent customer experience to maximize AR
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| CRMAdvocate Stock Index |
| CRMSI | 45.75 |  | 1.36% |
| Dow Jones | 11,124.37 | | 0.43% |
| Nasdaq | 2,071.74 | | 0.55% |
| S&P 500 | 1,271.81 | | 0.46% |
| Top Gainers |
| Verint | 28.76 | | 2.26 |
| salesforce.com | 26.53 | | 1.63 |
| SPSS | 24.24 | | 1.41 |
| Top Losers |
| Sykes | 18.5 |  | -0.76 |
| Interact Intell | 12.06 | | -0.60 |
| Sitel | 2.39 | | -0.51 |
| Complete Stock Index |
| As of close 08/10/06 | |
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