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Bettering the Customer Experience . . .
City of Minneapolis Deploys KANA Lagan Open311 in the Cloud
Minneapolis’ newest initiative to improve citizen-focused service uses a mobile application connected to the City’s network over the KANA Lagan Open311 cloud infrastructure. The Minneapolis 311 Mobile App gives Minneapolis citizens the ability to self-report potholes, graffiti, broken street lights and other issues from a variety of smartphone mobile devices. The issues are then logged in the City’s Lagan 311 system and automatically routed to relevant city departments. . . . read more >>
LivePerson Launches Text Analytics Solution, LP Insights
LivePerson, a provider of engagement solutions, announced the launch of LP Insights -- a text analytics solution that transforms "voice of customer" data and content into actionable insights. LP Insights monitors, measures, and makes sense of customers' words, behavior, reasons for contact, buying patterns, and sentiments, delivering turn-key intelligence to any desktop. LP Insights can analyze chat transcript data as well as data from other channels -- e.g. survey results, web analytics, emails, call transcripts, social media -- to deliver actionable insights. . . . read more >>
Research Shows Loyalty Needs More Customer Data and Insight
A recent study, conducted by ICMI surveyed more than 500 contact center professionals and revealed new insights into short- and long-term goals and investment trends, including increasing complexity, agent management attrition and a growing need for customer data. The survey addressed contact center professionals working in centers—both large and small—around the world, including respondents from more than 20 countries. Nearly 70 percent of respondents identified “meeting service level agreements” as a measure of success in a contact center today. More than 40 percent of contact centers indicated they are experiencing agent attrition, and one quarter (25.3 percent) indicated that they were experiencing customer attrition. One major challenge identified in the survey, with 69.8 percent of contact centers, was increased complexity, due to the proliferation of new channels and increasingly multi-channel customers. . . . read more >>
Re-evaluating Your CRM Technology
Customer relationship technologies took root in the early 1980s, with the introduction of personal computers. The launch of ACT! in 1986 was one of the first big milestones in the era of CRM. Not long after, Siebel, Goldmine, and other firms launched their flagship products, thus announcing the birth of enterprise CRM. If you look back 30 years, you will see how CRM technology has transformed to match our understanding of the customer. Today CRM is a mainstream concept across organizations large and small. As the foundational understanding of customer needs is changing in favor of a rich, multichannel experience, companies face the challenge of determining whether their existing technologies and processes can effectively compete. While the market pushes companies to re-invent approaches for managing customer-centric processes, large organizations are often reluctant to change. . . . read more >>
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