Great Service, Great Business
Gary Lemke, Chief Customer Advocate
(April 24, 2012)
Are contact centers transaction-based or relationship-based? OK, it's a trick question. More precisely, it's a tricky answer.
Most organizations have finely honed measurements, business processes, and incentives to make the transaction as efficient as possible. The shorter, the better. Hey, time is money. But Jim Bush, Customer Service Czar at American Express has systematically transformed the focus away from productivity towards the relationship.
He got rid of all the scripts. He changed agent training. He implemented the Net Promoter Score. He lets the customer determine how much time they want to engage.
But it's not about the warm and fuzzy. He has been able to show that increased satisfaction drives increased engagements with American Express products. And he tracks the benefits all the way to shareholder value. He claims that a positive promoter will increase spending 10% to 15% with a four to five times increase in retention. (Read More: Can I Help You)
Voxeo Integrates Location-Based Intelligence With Voice Self-Service Voxeo has taken the mobile customer experience one step farther by incorporating location-based services (LBS) into its interactive voice response (IVR) platform for voice, text and mobile web interactions. Voxeo LBS identifies a caller's exact location, making it easier for mobile customers to access location-based information and services, such as finding a retailer's nearest store, obtaining traffic information or requesting roadside assistance without entering a location or downloading an app. Voxeo's cloud-based solution works with all major wireless carriers nationwide. . . .read more >>
American Home Mortgage Servicing Implementing Verint Verint Systems announced that American Home Mortgage Servicing - the 13th largest mortgage servicer in the country - is implementing its Impact 360 Quality Monitoring software across the company’s Coppell, Texas and Jacksonville, Florida customer service centers. The Verint solution will provide AHMSI access to advanced QM, speech analytics, desktop analytics, scorecards, lesson management and coaching to help ensure high levels of customer service. AHMSI also plans to take advantage of Impact 360’s built-in coaching functionality, which is integrated with individual quality monitoring evaluation scores and KPIs. . . .read more >>
KnoahSoft and Esnatech Partner KnoahSoft and Esna Technologies (Esnatech) formed a partnership to offer a suite of UC and contact center tools. By pairing Esnatech's UC services through its Office-LinX platform with the call recording and analytical tools in KnoahSoft's Harmony solution, the companies offer small- to medium-sized business an end-to-end solution to help increase worker productivity and reduce enterprise risk. . . .read more >>
Infusionsoft Offers New Version of All-in-One Sales and Marketing Infusionsoft announced the Spring 2012 Release of its all-in-one sales and marketing software for small businesses. The Spring Release combines CRM, email marketing, e-commerce and marketing automation into one system that addresses the entire customer lifecycle. The updated version walks small business owners through the process of selling and marketing. . . .read more >>
Avidian Takes Outlook-Based CRM to the Cloud Avidian Technologies announced the addition of Prophet Ultimate OnDemand Edition to the company’s line of Microsoft Outlook-based customer relationship management (CRM) software. As a Software-as-a-Service (SaaS) offering, companies can leverage Prophet Ultimate OnDemand to now manage customer relationships across all departments without having to purchase or maintain server software. . . .read more >>