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Bettering the Customer Experience . . .
Meet Generation C: The Connected Customer
Marketers, educators, parents, it seems that almost anyone in the Generation X or Boomer demographic is scratching their heads trying to figure out Generation Y aka the Millennial. After all, it’s the first generation to seemingly possess digital prowess as part of their DNA. And, it’s the first generation to receive both a birth certificate and a social profile or presence upon delivery into this world. A study published in 2011 by security company AVG and Research Now surveyed 2,200 mothers from around the world and found that 81% of children under the age of two currently have some type of digital footprint. 92% of U.S. children have an online presence created for them by the time they are 2 years old. . . . read more >>
Customer Experience Makeover: How Banks Can Make You Love Them
Do you love your bank? For most of us the answer will be a resounding ‘No!’ Yet there are a few banks that manage to gain the affection of their customers. We know that trust and affection are key drivers of brand loyalty, so the million-dollar question is how can that be achieved in a sector where trust and affection are rare? Let’s look at some topical examples and see what lessons we can learn from them. . . . read more >>
Voxeo and IVS to Breathe Life into Legacy Voice Applications
Voxeo and Integrated Voice Solutions announced the ability to automate the migration from existing legacy and end-of-life interactive voice response (IVR) systems to the open-standards technology of Voxeo’s communication platforms. Once migrated to the Voxeo platform, users will be able to create just one single application and deploy it across any combination of voice, text or mobile web-based communication channels. IVS uses Arca+ to facilitate these migrations which means businesses no longer have to maintain obsolete technology and pay high support and service fees. . . . read more >>
Salesportal Adds Direct Mail Marketing Service To Ad Network
SalesPortal, a new cloud-based technology that builds marketing partnerships for enterprise contact centers, has added a service that enables companies to generate additional revenue with targeted direct-to-consumer ride-along flyer inserts. With the new service, a company can include flyers from pre-approved advertisers in product shipments it sends to its customers. The ride-along flyer insert uses a targeted approach to match businesses shipping products with advertisers of complementary products and/or a similar target customer demographic. . . . read more >>
Verizon and VHT Help Organizations Dial Down Hold Times
Probably nothing is more frustrating to a caller trying to reach a customer service representative than having to endure a seemingly endless wait on hold. Now, a new service developed by Verizon Enterprise Solutions and Virtual Hold Technology can provide callers with another option: They can skip the wait, hang up and receive a callback. The service, Voice Call Back, is available immediately to businesses and government agencies, and it aims to help organizations with call centers to achieve often competing objectives of higher customer satisfaction and cost management. It uses software from VHT and is an enhancement to Verizon’s cloud-based Hosted Interactive Voice platform in the company’s Contact Center Services portfolio. . . . read more >>
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