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Bettering the Customer Experience . . .
Redefining IVR's Role Pays Off
At American Express, the IVR helps customers quickly resolve basic inquiries, such as applying for a card, checking the status of an application, making a payment, checking balances and available credit lines, activating and replacing cards, changing PINs, verifying charges, receiving member rewards balances and information about promotions, and checking due dates of bills. But that still puts the onus on agents to handle 5.5 million calls a year. . . . read more >>
Are You Willing to Socialize With Your Customers?
Typically, if a customer gets too vocal, the service organization goes into crisis mode to try to quiet the situation. That approach is being implemented by many organizations in the evolving social media channel—and, yes, it is a channel. Lior Arussy finds that organizations are treating their customers like children. The dominant interaction is fun and entertaining and comes with cheap offers. There is no real dialogue. Social media specialists, many of whom come from public relations backgrounds, are crafting entertainment toys as a way to expose customers to their chosen brands. If a customer screams, quiet him through bribery and attention. . . . read more >>
Visit our At-Home Workforce Library
An at-home workforce definitely has its advantages - lower costs, higher quality reps, flexibility, environmental benefits and more. If you are interested in learning more about the pros and cons of an at-home workforce as well as real-world strategies that work, visit our complimentary At-Home Workforce Library full of valuable resources including:|
- The Work-At-Home Agent Model for Improved Customer Loyalty whitepaper
- A case study from SUPPORT.COM
- Videos from Recyclebank, FamilySearch, and Frontline Call Center
B2B Lead Generation – How Much Information Should You Capture?
David Meerman Scott revisits that often-debated topic of whether it is better to collect opt-in data before allowing people to download your content, or to make that content available without requiring anything from the website visitor. As Scott explains, “There are those who believe in making content like white papers totally free without registration in order to spread the information as far as possible. For these folks, value comes from many more people being exposed to the content and spreading the free content via social networks. . . . read more >>
Harnessing Customer Experience Management Solutions
Opportunities to drive more profitable customer relationships exist within the growing number of touch points organizations use to interact with consumers. But the mountain of data, digital content, products, and offers on which companies sit creates both execution and technology challenges, inhibiting effective customer interaction. Amid growing channel complexity, a class of software solutions is emerging to enable the management and delivery of targeted, consistent content, offers, products, and interactions across digitally enabled consumer touch points. Forrester calls this grouping of technologies Customer Experience Management (CXM) solutions. . . . read more >>
The Pedowitz Group Announces New Online Self-Assessment Tool
Tthe Revenue Marketing Index (RMI) is based on analysis of the 2011 Lead Generation Marketing ROI Study by Lenskold Group. RMI is intended for performance-driven marketers who use measurements, metrics and automation to deliver revenue and ROI. Based on the findings of the study, the self-assessment provides a baseline for organizations to compare how they rank against those classified as “Revenue Marketers”, which are an elite class of marketer who has accountability for generating and forecasting marketing-sourced B2B revenue. . . . read more >>