Fonolo

FEBRUARY 7, 2013

UPDATED: January 2020. The best way for a call center to stand out as a leader is through the customer experience. It’s no surprise that an exceptional experience leads to more satisfied consumers, who continue to spend more money. Most callers will begin subconsciously rating their customer experience from the beginning of the interaction, regardless of the channel; phone, web, social media, or mobile app.

Call Center 62

Call Center Interactive Voice Response Wait times Abandon rate 62

ClearAction

FEBRUARY 25, 2013

Is Your Marketing Organization Ready to Change its MO? Gary Katz. It can sometimes be difficult to determine whether your company is ready to implement Marketing Operations. As described in 7 Deadly Sins of Marketing (previous blog post), Marketing Operations (MO) is an emerging discipline with the potential to significantly increase performance and accountability in complex marketing organizations.

Marketing 54

Marketing Best practices Government Metrics 54

TRUSTID

FEBRUARY 19, 2013

Prevention vs. clean up. It’s a security question all financial institutions should ask themselves. When it comes to providing a trusted customer environment, banks are typically better at resolving problems stemming from non-predictive authentication and fraud than preventing them. That’s because they continue to allow criminals to get their foot in the door.

Banking 48

Banking Engineering Contact Center Call Center 48

Customer Interactions

FEBRUARY 7, 2013

'When a company invests in a solution such as PSIM the obvious reason is to improve security. But when’s the last time you heard “improved security” mentioned as a source of ROI? Yet, the potential ROI from security improvements can far outweigh any operational cost savings from PSIM. This is especially true in very sensitive industries where the cost of a security breach, the mishandling of a safety malfunction, or failure to comply with regulations can have huge financial imp

Banking 46

Banking Management Personalization 46

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TASKE Technology

FEBRUARY 7, 2013

Last time , we talked about how to increase the visibility of your contact center across the organization as a whole. Essentially, this goal involves educating people who are external to your contact center about its day-to-day activities and how it contributes to the success of the organization. In the article “ Mentoring and e-Learning: Six Simple Rules for Education ”, Paxia Dwyer notes that “As in many other industries, the contact center provides the opportunity for education in two main wa

Education 40

Education Contact Center Consulting Consulting 40

Customer Interactions

FEBRUARY 21, 2013

'It has been over 70 years since the first emergency telephone line was launched in London and 999 is the number we all learn to call from a young age to reach Police, Fire and Ambulance. But in a world where a telephone call is just one of many different ways we communicate with each other could things be about to change? Many local forces are already using social media (Twitter and Facebook in particular) in some rather creative ways, such as West Midlands Police that recently hosted a 24-hour

Accountability 35

Accountability Management 35

Customer Interactions

FEBRUARY 28, 2013

'If there is one truth in life, it’s that very little ever stays the same. Perpetual change is part and parcel of our human existence. Organizations, and the environments in which they thrive and exist, are dynamic as well. Change is at the center of the security universe. Over its lifetime, a command and control center may need to keep pace with all kinds of change: changing roles, changing information sources, changing processes and policies, changing people, changing technology, and so

Banking 30

Banking Technology Analytics Management 30

Customer Interactions

FEBRUARY 14, 2013

'When we think about the necessity of security, banking is an industry that immediately comes to mind. For banks, investing in security is simply a part of day-to-day business. More and more though, smart organizations are discovering that today’s advanced security systems aren’t just about protecting people, assets and infrastructure – they can substantially reduce operational costs as well.

Banking 33

Banking Big data voip Benchmark 33