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Bettering the Customer Experience . . .
Giving a Voice to the Contact Center
The traditional view of the contact center (and that of customer service in general) has been as a mission-critical operational department: When it's working properly, no one should notice it, much less involve its managers in questions of corporate strategy. Though this attitude may be quite shortsighted, there's no denying that it remains widely held. With customer culture changing so radically, it's more important than ever for people with visibility into the customer experience to have a voice at corporate strategy sessions. Their point of view is relevant to the C-suite: They have custody of the customer across multiple interaction channels, and they own the data and systems that run those interactions. . . . read more >>
Lithium Delivers Next-Generation Solution For Social Marketing
Lithium Technologies announced its next-generation social marketing solution designed to help brands deepen engagement with customers. The new Lithium Social Marketing Solution adds new features to its platform, including media interactions, ad hoc groups, streaming conversations, and a new ratings and reviews module. The solution helps brands like Sephora, Aruba Networks and Fox Networks host and capture social conversations that grow website traffic and increase conversion rates by 25 percent or more. . . . read more >>
Managing the Mobile Customer Experience in the Contact Center’
VoltDelta OnDemand Solutions announced a customer care solution that automates N11 phone-based services to provide callers with interactive and intuitive voice self service. A large US state is already using the VoltDelta solution to automate 511 calls with engaging voice self-service. Callers can get travel advisory information on traffic conditions, find alternative routes around construction or congestion and hear public transport updates by simply asking questions and conversing with the automated 511 system. A second state will be implementing the VoltDelta 511 solution over the next 12 months. . . . read more >>
Are CRM Systems Failing to Manage the Customer Experience?
There was a coffee distributor who had a customer phone up one day to buy some Colombian coffee. The distributor put her on hold, opened up his stock management system and discovered that they were out of Colombian coffee. Before giving the customer this bad news he checked in his delivery management database and saw that some Colombian coffee was due in the following day. When he told the customer this, the customer explained that was no good, as she really needed some coffee for her café that day. So, the distributor put her back on hold, went into his customer management database to check what types of coffee he was authorized to sell her. . . . read more >>