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Bettering the Customer Experience . . .
Unlocking Customer Satisfaction: 5 Key Performance Indicators
Tech issues, even small ones, can have an enormous impact on customer experience. Today’s contact centers are extremely complex, featuring multiple communication channels, self-service applications, routing schemes, agent groups and vendor equipment. Often times, companies may not even know there is an issue until it is reported by a customer. Frustrated customers today have no problem taking their business elsewhere, and they’re likely to tell others about their experience. A complaint that a few years ago would have been aired to a small circle of family and friends can now easily reach thousands, potentially even millions, via social media. To illustrate this point, consider the global retailer attempting to provide better service with a CTI screen pop via its newly deployed CRM system. . . . read more >>
Microsoft and 24/7 Join Forces for Customer Service
Microsoft and 24/7 entered an agreement whereby Microsoft will merge its interactive self-service assets (clients, people and technologies) into 24/7. With this agreement, Microsoft and 24/7 are combining technologies that span interactive self-service across mobile, Web and voice channels, Big Data analytics, and speech and conversational interfaces to create a next-generation cloud platform for customer service. The combined Predictive Experience (PX) platform will manage more than 2.5 billion speech and online self-service interactions annually, enabling large businesses to derive and apply insight and intelligence across these customer service interactions and delivery channels. The agreement also includes an R&D partnership, long-term IP licensing and Microsoft taking an equity stake in 24/7. . . . read more >>
Deloitte Announces salesforce.com Global Alliance
Deloitte is entering into an alliance with salesforce.com to provide multinational and international companies with the software, mobile and open cloud computing technologies for the social enterprise. . . . read more >>
LivePerson Introduces Enhancements in Online Engagement
LivePerson announced several new innovations in online engagement. These new capabilities enhance the intelligence, extend the reach, and improve the efficiency of online chat. Shown to increase online sales by up to 20 percent, and average order size by up to 35 percent in many use-cases, LP Chat allows online businesses to have proactive, personalized chats with prospects and customers across multiple channels, including websites, social media and mobile devices. . . . read more >>
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