Using Analytics to Improve Your Interactions with Customers

Size: px
Start display at page:

Download "Using Analytics to Improve Your Interactions with Customers"

Transcription

1 Consulting Using Analytics to Improve Your Interactions with Customers By Mike McGuirk, Consulting Services

2 Using Analytics to Improve Your Interactions with Customers The use of customer analytics across all facets of the business enterprise has begun, and companies are realizing new ways to cut costs and improve relationships with their customers. The success that analytic solutions have provided for sales and marketing functions has caused forward-thinking executives to search for opportunities to leverage customer analytics in other parts of the organization. They think that data and analytics can be leveraged by providing insights to employees in other departments such as: human capital, customer support and product development. They re right. Also fueling the momentum to identify new innovative ways to integrate customer analytics is the heightened emphasis on improving and personalizing the customer experience. The reality is that customers now expect companies to create shopping, purchase and customer support experiences that cater to their individual needs. Customer analytics is often underleveraged in the customer support functions of businesses and therefore represents significant untapped potential for companies. This paper focuses on the use of analytics to help reduce operational costs while improving the customer service and product support interactions you have with your customers. These same principles apply with the delivery of customer support. Not all customers have the same service and support needs. Customers will call for different reasons and require different levels of support, and customer analytics can help companies become better prepared to quickly and accurately address customers unique support needs. In addition, companies that can fully leverage the benefits of technology-enabled analytics will be more successful turning customer support moments-of-truth into brand- and loyalty-building experiences. Successful integration of customer analytics inside an organization is largely dependent on certain factors: Commitment from leadership to adopt a customercentric approach to managing their business units Development of an operational environment that can support large scale data collection, data mining and analytically-driven differentiated customer treatments Incorporating best practices in customer data collection and analytics Customer support operational systems that are capable of acting on real-time insights and decisionmaking rules Differentiated Customer Support Not all customers are the same. If you believe this axiom, then it is easy to understand why marketers have been using customer analytics for years to tailor value propositions and product offers to the unique preferences and needs of different customer segments. The results of this analytically-driven marketing approach have been improved brand and product relevance and significantly better return on marketing expenditures. 2

3 Figure 1 Key Elements of a Customer-Centric Support Operation Data Integration Analytics Integration Differentiated Treatments Data management systems that provide a comprehensive view of the customer (e.g., contact history, account details, customer value, needs and preferences, demographics). Analytic tools and techniques capable of real-time, continuous learning from both structured and unstructured voice of the customer interaction data. Integrated orchestration tools that utilize real-time analytic results and seamlessly deliver highly differentiated, personalized customer support treatments. Figure 1 illustrates several key operational components that enable a customer-focused, analytically-driven customer support environment. Data Integration It all starts with robust data collection. Far too often customer support systems focus almost entirely on collecting information about the reason for the customer inquiry or contact. Although this is extremely important, the data management systems also need to capture, and make easily accessible, critical information about the customer. The combined call reason and customer profile data can be quickly analyzed and delivered to execute customer support treatments that are tailored to the unique characteristics and needs of each customer. Analytics Integration Today, customer support analytics is often performed in an episodic, off-line manner with the goal of identifying process improvements. Analytics has the potential to play a far bigger role. With the right data management strategy and enabling technology in place, analytics becomes an in-line function; supporting continuous learning and informing real-time decisions that can drive superior customer experiences. Differentiated Treatments Once the right data management and analytic tools are in place, it is incumbent upon customer care leadership to utilize the customerlevel insights to develop tailored, impactful service experiences. This will require a mindset shift from process improvements aimed at the masses to process improvements specifically developed for targeted segments of your customer base. Also, as is the case in top performing marketing units, success will require a commitment to a rigorous test and learn mentality, seeking to improve customer service experiences each and every day. 3

4 Putting the Customer Insights to Work There are many opportunities to incorporate analytics for reducing your costs and improving the service experience for your customers. Figure 2 illustrates four distinct areas where customer analytics can be applied. When effectively implemented, these applications of analytics can have a profound impact on both operational (e.g., first call resolution, average handle time, etc.) and customer relationship building (e.g., customer satisfaction, brand loyalty, etc.) business objectives. 1. Proactive Customer Education Use analytics to target product education communications. 2. Intelligent Inbound Contact Routing Select best agent based on real-time analysis of customer profile and call reason Figure 2 Multiple Opportunities to Leverage Customer Support Analytics 4. Personalized Outbound Support Utilize analytics to trigger impactful customer care follow-up communications. Customer-centric analytics can inform the development of personalized customer care interactions 3. Intelligent Agent Enabler Provide agent with actionable insights about customers historical and predicted support needs. 1. Proactive Customer Education By studying the interactions that different types of customers have at different points in their lifecycle, we can accurately predict customer support needs and deliver proactive, targeted communications that improve both your customer service experiences as well as your company s operational effectiveness. Through the use of analytics, these proactive communications can be further fine-tuned to be delivered at the right time and through your customers channel of preference. 2. Intelligent Inbound Contact Routing Analytics are now being used to help match the inbound caller with the right customer support agent. Traditionally, call routing has been driven by agent availability and matching call reasons with agent skills. Analytics has the ability to play a much bigger role in call routing. By capturing and leveraging additional information about the caller such as: age, gender, ethnicity, prior contact history and self-reported or predicted interaction preferences, we can do a much better job pairing callers with the best agent. Intelligent, analytics-assisted routing helps create better customer experiences and more productive outcomes. 3. Intelligent Agent Enabler One of the top goals of customer support organizations is the resolution of customer issues on the first contact first call resolution (FCR). Organizations that can successfully and consistently do this have dramatically lower operating 4

5 costs and significantly higher customer satisfaction scores. Real-time predictive analytics can be used to drive higher FCR rates. By quickly gathering analytically-driven insight about the customer and the reason for the call, information can be retrieved and delivered to the agents desktop to help them more completely resolve customers issues, thus reducing the number of repeat calls. In addition, the customer interaction data can be mined to predict other reported issues and questions that are often associated with the primary reason for the customer contact. The result can be a rank-ordered list of related issues and topics that can be displayed on the desktop and used by the agent to further educate the customer and reduce the likelihood of repeat calls in the near future. 4. Personalized Outbound Support Marketers have been relying on the use of automated, analytically-triggered outbound communications for over two decades. These practices have been proven to significantly increase marketing effectiveness and produce exceptional return on investments. Similar types of outbound, analytically-driven communications can also produce powerful results in customer support organizations. Analytic models can be developed to comprehend the interaction data, predict customer behaviors and trigger targeted outbound treatments. For example, in cases where customers do not complete post-interaction satisfaction surveys, a model can be developed to predict each customer s net promoter scores (NPS). Customers predicted to have low NPS scores (i.e., detractors) can be sent offers or service treatments aimed at building goodwill. In addition, speech analytics can be performed on call recordings to identify top reasons for negative customer sentiment so that remedial actions can be deployed. Summary Customer analytics has been widely adopted by marketing professionals for many years and has become a crucial component of customer relationship marketing practices. As business executives become increasingly focused on differentiating their brands by improving the experiences their customers have across all sales and non-sales touchpoints, customer analytics will be more heavily relied upon across a broader cross-section of the business. Customer support is one of the business functions that has a tremendous amount to gain by exploring new innovative ways to integrate customer analytics. The integration of analytics in customer support operations will require data management systems and technology platforms that enable real-time analysis of structured and unstructured customer interaction data. The resulting analytics will make it possible to develop and deliver game-changing, personalized service treatments that significantly improve the customer experience and help to reduce service costs. Customer support is a complex, multi-faceted process and analytics can be applied in many different areas of this process to improve the interactions you have with your customers. Analytics is the engine that can deliver more targeted customer support communications, execute more intelligent call routing and provide invaluable insights and issue resolution recommendations to the agent. The end-result of deeper analytic integration is more efficient processing of customer support incidents, better equipped agents and more satisfied customers. That is a win for the business, a win for the employees and most importantly, a win for your customers. 5

6 About TeleTech: TeleTech, founded in 1982, is a leading global provider of analytics-driven, technology-enabled services that puts customer engagement at the core of business success. The Company offers an integrated platform that combines analytics, strategy, process, systems integration, technology and operations to simplify the delivery of the customer experience for Global 1000 clients and their customers. This holistic multichannel approach improves customer satisfaction, increases customer loyalty and drives long-term profitability and growth. From strategic consulting to operational execution, TeleTech s over 40,000 employees speaking over 50 languages deliver results for clients in the automotive, communications and media, financial services, government, healthcare, technology, transportation and retail industries. Contact TeleTech: TELETECH (outside the U.S.) teletech.com /14

Technology-Enabled Analytics: The Key to Improving Operational Effectiveness and Customer Experience in Today s Contact Center

Technology-Enabled Analytics: The Key to Improving Operational Effectiveness and Customer Experience in Today s Contact Center Technology-Enabled Analytics: The Key to Improving Operational Effectiveness and Customer Experience in Niren Sirohi, Ph.D. Vice President, Predictive Analytics PAGE 2 Have you ever felt that you are usually

More information

The Power of Personalizing the Customer Experience

The Power of Personalizing the Customer Experience The Power of Personalizing the Customer Experience Creating a Relevant Customer Experience from Real-Time, Cross-Channel Interaction WHITE PAPER SAS White Paper Table of Contents The Marketplace Today....1

More information

Continuous Customer Dialogues

Continuous Customer Dialogues Continuous Customer Dialogues STRATEGIES FOR GROWTH AND LOYALTY IN MULTI-CHANNEL CUSTOMER-ORIENTED ORGANIZATIONS whitepaper TABLE OF CONTENTS: PAGE Overview...3 The Continuous Customer Dialogue Vision...4

More information

The Customer Experience:

The Customer Experience: The Customer Experience: The Holy Grail of Competitive Advantage. 1 A great customer experience has emerged as the holy grail of competitive advantage. Providing a great customer experience has emerged

More information

Better Sales Leads and Conversion Rates in a 360-Degree World

Better Sales Leads and Conversion Rates in a 360-Degree World Growth Services Selling Power: Better Sales Leads and Conversion Rates in a 360-Degree World Better Sales Leads and Conversion Rates in a 360-Degree World THE LEADERSHIP CHALLENGE: A WEALTH OF DATA Today,

More information

Shell CRM 2020. October 2014

Shell CRM 2020. October 2014 Shell CRM 2020 October 2014 MOST CONFIDENTIAL 2 2 THE SITE OF THE FUTURE RETAIL VISION Experience Role in Retail Strategy BEST FUELS RETAILER IN THE WORLD Accelerate Future Heartlands Defend and Grow the

More information

WHITE PAPER Turning Insight Into Action. The Journey to Social Media Intelligence

WHITE PAPER Turning Insight Into Action. The Journey to Social Media Intelligence WHITE PAPER Turning Insight Into Action The Journey to Social Media Intelligence Turning Insight Into Action The Journey to Social Media Intelligence From Data to Decisions Social media generates an enormous

More information

Technological Tools Trends:

Technological Tools Trends: Technological Tools Trends: Prediction Models, Business Intelligence, Big Data and Multichannel Communications James Grace, Contact Center Consultant What is Big Data? Tema según el cronograma What is

More information

Measure the Value of Customer Experience Improvements

Measure the Value of Customer Experience Improvements WHITE PAPER Measure the Value of Customer Experience Improvements Customer Experience Value Analysis connects customer initiatives to tangible financial impact. A TeleTech Company Table of Contents Key

More information

An Expert Workforce Breeds Best-in-Class Service

An Expert Workforce Breeds Best-in-Class Service HEALTHCARE An Expert Workforce Breeds Best-in-Class Service Five ways next-gen learning and development tools create a more effective health insurance contact center An Expert Workforce Breeds Best-in-Class

More information

Five steps to improving the customer service experience

Five steps to improving the customer service experience Five steps to improving the customer service experience Metrics, tips, and tools for utilizing customer feedback An Ovum White Paper Sponsored by Publication Date: January 2012 INTRODUCTION As the use

More information

Genesys Notification Center

Genesys Notification Center Genesys Notification Center Benefits Optimize Campaign Results: Increase contact and response rates Decrease inbound call volumes Drive high-value inbound calls Simplify Compliance: Self-service rules

More information

TEXT ANALYTICS INTEGRATION

TEXT ANALYTICS INTEGRATION TEXT ANALYTICS INTEGRATION A TELECOMMUNICATIONS BEST PRACTICES CASE STUDY VISION COMMON ANALYTICAL ENVIRONMENT Structured Unstructured Analytical Mining Text Discovery Text Categorization Text Sentiment

More information

Title. The Customer Experience Imperative

Title. The Customer Experience Imperative Delivering Positive Student Experiences Daniel Harrison Director, Higher Education - Australia Title 2007 RightNow Technologies, Inc. The Customer Experience Imperative 99% are likely to recommend your

More information

Connecting the Dots on the Omnichannel Customer Journey

Connecting the Dots on the Omnichannel Customer Journey A new e-book from TeleTech for sales, marketing, and customer care leaders. Connecting the Dots on the Omnichannel Customer Journey Everybody s talking about omnichannel these days. But what is omnichannel

More information

Genesys Outbound Engagement Center

Genesys Outbound Engagement Center Genesys Outbound Engagement Center Benefits Optimize Campaign Results: Increase contact and response rates Decrease inbound call volumes Drive high-value inbound calls Maximize Agent Productivity: Increase

More information

SOLUTION BRIEF: Insurance Give Policyholders Seamless Experiences Provide the Right Help for Satisfying Outcomes

SOLUTION BRIEF: Insurance Give Policyholders Seamless Experiences Provide the Right Help for Satisfying Outcomes SOLUTION BRIEF: Insurance Give Policyholders Seamless Experiences Provide the Right Help for Satisfying Outcomes Global economic uncertainty, new regulations and growth of digital technologies have created

More information

customer interaction solutions Contact Centres that Enhance Customer Engagement

customer interaction solutions Contact Centres that Enhance Customer Engagement customer interaction solutions Contact Centres that Enhance Customer Engagement The opportunities for companies to gather and process information can influence reputation and brand, as well as drive sales.

More information

Uniphore Software Systems Contact: info@uniphore.com Website: www.uniphore.com 1

Uniphore Software Systems Contact: info@uniphore.com Website: www.uniphore.com 1 Uniphore Software Systems Contact: info@uniphore.com Website: www.uniphore.com 1 Table of Contents Introduction... 3 Problem... 3 Solution... 5 Speech Analytics... 5 Effectiveness of speech analytics...

More information

Strategies to Improve the Customer Experience 3eBook

Strategies to Improve the Customer Experience 3eBook Strategies to Improve the Customer Experience 3eBook 2 Three Strategies to Improve the End-to-End Customer Experience (CX) Focus on the following areas to take your customer experience to the next level:

More information

Delivering the right contact center solution for your business

Delivering the right contact center solution for your business Delivering the right contact center solution for your business G ENESYS AN ALCATEL LUCENT COMPANY ACCESS GROUP About Access Access Group is a name that is synonymous with great service offerings. Be it

More information

An Oracle White Paper October 2010. Siebel Financial Services Customer Relationship Management for Banking

An Oracle White Paper October 2010. Siebel Financial Services Customer Relationship Management for Banking An Oracle White Paper October 2010 Siebel Financial Services Customer Relationship Management for Banking Executive Overview Banks are in constant interaction with customers. A winning and proven strategy

More information

Creating the customer experience

Creating the customer experience Creating the customer experience INSIGHT. EXECUTION. ADVANTAGE. Customer experience outsourcing that transforms business performance 3 Your customer management future 5 The Webhelp difference 8 Services

More information

Creating Brand Loyalty with Your Online Customers

Creating Brand Loyalty with Your Online Customers Retail Services Branding Excellence Series Creating Brand Loyalty with Your Online Customers Table of Contents Foreword... 2 Creating Brand Loyalty... 3 The Shift to Personalized Engagement... 3 Creating

More information

The Three Waves of Customer Care

The Three Waves of Customer Care White Paper The Three Waves of Customer Care What You Will Learn This white paper, intended for business decision makers, describes the three major waves of innovation experienced in the customer care

More information

Transform Customer Experience through Contact Center Modernization

Transform Customer Experience through Contact Center Modernization Cognizant Healthcare Solution Overview Transform Customer Experience through Contact Center Modernization Improve customer experience and reduce costs with next-generation contact center services Health

More information

The Next Generation of Retail Customer Interaction

The Next Generation of Retail Customer Interaction RETAIL The Next Generation of Retail Customer Interaction Strategies and Technologies for Meeting the Evolving Needs of Retail Customers The Next Generation of Retail Customer Interaction Strategies and

More information

Cross Sell. Unlocking the value from your customer relationships. < PREVIOUS NEXT > CLOSE x PRINT. Visit our website: www.lbm.co.

Cross Sell. Unlocking the value from your customer relationships. < PREVIOUS NEXT > CLOSE x PRINT. Visit our website: www.lbm.co. Unlocking the value from your customer relationships < PREVIOUS NEXT > CLOSE x PRINT Call us: 0161 616 Call 0599 us: 0161 616 0599 When cross and up-selling to your customers you tread a fine-line. Get

More information

NEC Contact Centres (Genesys)

NEC Contact Centres (Genesys) Customisable and scalable solutions with enhanced functionality NEC Contact Centres (Genesys) On-premise or Cloud Solutions NEC Australia nec.com.au NEC supports more than 10,000 Genesys-based agent seats

More information

Module. Aperio TM Call Center For Signature A Component of Aperio Operational CRM Platform

Module. Aperio TM Call Center For Signature A Component of Aperio Operational CRM Platform Module Aperio TM Call Center For Signature A Component of Aperio Operational CRM Platform Delight your customers by providing them with highly effective and consistent call center experiences. Your customers

More information

Target and Acquire the Multichannel Insurance Consumer

Target and Acquire the Multichannel Insurance Consumer Neustar Insights Whitepaper Target and Acquire the Multichannel Insurance Consumer Increase Conversion by Applying Real-Time Data Across Channels Contents Executive Summary 2 Are You Losing Hot Leads?

More information

GENERATE REVENUES WITH AN EFFECTIVE PARTS WHOLESALE STRATEGY.

GENERATE REVENUES WITH AN EFFECTIVE PARTS WHOLESALE STRATEGY. GENERATE REVENUES WITH AN EFFECTIVE PARTS WHOLESALE STRATEGY. fueled by challenge. powering success. sm 1,500 dealer programs in 27 markets Parts wholesale has the potential to significantly contribute

More information

Customer Analytics: A Powerful Source of Competitive Advantage for Midsize Organizations

Customer Analytics: A Powerful Source of Competitive Advantage for Midsize Organizations Issue 2 Customer Analytics: A Powerful Source of Competitive Advantage for Midsize Organizations 1 Introduction 2 Finding the Value in Customer Data 4 From the Gartner Files: A Customer Service Analytics

More information

DATA-ENHANCED CUSTOMER EXPERIENCE

DATA-ENHANCED CUSTOMER EXPERIENCE DATA-ENHANCED CUSTOMER EXPERIENCE Using big data analytics to gather essential insight into user behaviors ACTIONABLE INTELLIGENCE Ericsson is driving the development of actionable intelligence within

More information

Webtrends for Retail

Webtrends for Retail Webtrends for Retail Revolutionize Your Customers End-To-End Experiences Across Digital Channels solution brief JAN 2013 2013 Webtrends, Inc. www.webtrends.com. Webtrends for Retail Revolutionize Your

More information

Delivering the Ideal Customer Experience. Pega CRM Solutions for Financial Services Institutions

Delivering the Ideal Customer Experience. Pega CRM Solutions for Financial Services Institutions Delivering the Ideal Customer Experience Pega CRM Solutions for Financial Services Institutions Gartner and Forrester rank Pegasystems as a leader in CRM for one very good reason Pega delivers the most

More information

Engage your customers

Engage your customers Business white paper Engage your customers HP Autonomy s Customer Experience Management market offering Table of contents 3 Introduction 3 The customer experience includes every interaction 3 Leveraging

More information

How successful is your campaign and promotion management? Towards best-practice campaign management strategies

How successful is your campaign and promotion management? Towards best-practice campaign management strategies How successful is your campaign and promotion management? Towards best-practice campaign management strategies Welcome to the new normal Businesses today are under unprecedented pressure to increase spending

More information

Improve Satisfaction, Loyalty and Retention. Identify and Optimize Factors that Drive Satisfaction for Real Business Impact

Improve Satisfaction, Loyalty and Retention. Identify and Optimize Factors that Drive Satisfaction for Real Business Impact Improve Satisfaction, Loyalty and Retention Identify and Optimize Factors that Drive Satisfaction for Real Business Impact Key Benefits Improve customer service and experience Measure and improve NPS Measure

More information

HOW CLOSE ARE YOU TO YOUR CUSTOMERS?

HOW CLOSE ARE YOU TO YOUR CUSTOMERS? HOW CLOSE ARE YOU TO YOUR CUSTOMERS? You know what kind of people your customers are. You likely even know their names, how often they shop with you and what they ve bought recently. But can you say which

More information

Minimize customer churn with analytics

Minimize customer churn with analytics IBM Software Business Analytics Telecommunications Minimize customer churn with analytics Understand who s likely to churn and take action with IBM software 2 Minimize customer churn with analytics Contents

More information

5 tips to engage your customers with event-based marketing

5 tips to engage your customers with event-based marketing IBM Software Thought Leadership White Paper IBM ExperienceOne 5 tips to engage your customers with event-based marketing Take advantage of moments that matter with in-depth insight into customer behavior

More information

CUSTOMER RELATIONSHIP MANAGEMENT CONCEPTS AND TECHNOLOGIES

CUSTOMER RELATIONSHIP MANAGEMENT CONCEPTS AND TECHNOLOGIES CUSTOMER RELATIONSHIP MANAGEMENT CONCEPTS AND TECHNOLOGIES Chapter 1: Introduction to CRM Selected definitions of CRM 1 CRM is an information industry term for methodologies, software, and usually Internet

More information

Customer Care Analytics: Analyzing Data to Improve Customer Relationships and Identify New Business Opportunities

Customer Care Analytics: Analyzing Data to Improve Customer Relationships and Identify New Business Opportunities Customer Care Analytics: Analyzing Data to Improve Customer Relationships and Identify New Business Opportunities Analyzing Data to Improve Customer Relationships and Identify New Business Opportunities

More information

Patient Relationship Management

Patient Relationship Management Solution in Detail Healthcare Executive Summary Contact Us Patient Relationship Management 2013 2014 SAP AG or an SAP affiliate company. Attract and Delight the Empowered Patient Engaged Consumers Information

More information

Cincom Synchrony. Cincom Synchrony. Multi-channel customer experience management SIMPLIFICATION THROUGH INNOVATION TM

Cincom Synchrony. Cincom Synchrony. Multi-channel customer experience management SIMPLIFICATION THROUGH INNOVATION TM Cincom Synchrony Cincom Synchrony Multi-channel customer experience management SIMPLIFICATION THROUGH INNOVATION TM Restore the intimacy Today s customers are more sophisticated and demanding than ever,

More information

THE PATH TOWARDS AN EXCEPTIONAL CUSTOMER EXPERIENCE

THE PATH TOWARDS AN EXCEPTIONAL CUSTOMER EXPERIENCE THE PATH TOWARDS AN EXCEPTIONAL CUSTOMER EXPERIENCE CREATE DEEPER AND MORE VALUABLE CUSTOMER RELATIONSHIPS TO IMPROVE SALES Vaia Tziagka Customer Intelligence Domain Expert SAS Greece, Cyprus, Bulgaria

More information

Moving the NPS Needle - How to Use Customer Feedback to Drive Improvement

Moving the NPS Needle - How to Use Customer Feedback to Drive Improvement Moving the NPS Needle - How to Use Customer Feedback to Drive Improvement Content Introduction: NPS for the Digital Enterprise 3 Chapter Three: Taking Action with Net Promoter Online 12 Chapter One: Vanity

More information

Using Voice Self-Service to Enhance the Customer Experience for Health Care Insurance Companies

Using Voice Self-Service to Enhance the Customer Experience for Health Care Insurance Companies Using Voice Self-Service to Enhance the Customer Experience for Health Care Insurance Companies Table of Contents I. Executive Summary...1 II. Building a Culture Dedicated to Providing an Outstanding Customer

More information

Multichannel Customer Care

Multichannel Customer Care Multichannel Customer Care The changing landscape in customer communication provides a unique opportunity to combine the assets of our outsource services division (call center and network) with our social

More information

Avaya Users Deploy Best-in-Class Practices to Improve Contact Center Performance

Avaya Users Deploy Best-in-Class Practices to Improve Contact Center Performance Avaya Users Deploy Best-in-Class Practices to Improve Contact Center Between March and July of 2012, Aberdeen surveyed 478 customer care executives regarding their contact center activities. Findings from

More information

KEY BENEFITS OF CONTACT CENTER AUTOMATION

KEY BENEFITS OF CONTACT CENTER AUTOMATION VIRTUAL CONTACT CENTERS DRIVE COST REDUCTIONS, STRATEGIC FLEXIBILITY An ever-present requirement to cut the costs and complexity of disparate telephony platforms, combined with a desire to meld integrated

More information

7 Best Practices for Speech Analytics. Autonomy White Paper

7 Best Practices for Speech Analytics. Autonomy White Paper 7 Best Practices for Speech Analytics Autonomy White Paper Index Executive Summary 1 Best Practice #1: Prioritize Efforts 1 Best Practice #2: Think Contextually to Get to the Root Cause 1 Best Practice

More information

NOUS CREATING POSITIVE CUSTOMER EXPERIENCE IN BANKING INFOSYSTEMS LEVERAGING INTELLECT

NOUS CREATING POSITIVE CUSTOMER EXPERIENCE IN BANKING INFOSYSTEMS LEVERAGING INTELLECT NOUS INFOSYSTEMS LEVERAGING INTELLECT CREATING POSITIVE CUSTOMER EXPERIENCE IN BANKING Abstract Understanding the customer experience is the key in today s highly competitive and changing banking industry.

More information

2014-2015 Outbound Solutions Product and Market Report

2014-2015 Outbound Solutions Product and Market Report ABSTRACT 2014-2015 Outbound Solutions Product and Market Report This is the second edition of DMG s Outbound Solutions Product and Market Report (formerly known as the Outbound Dialing Market Report).

More information

How2Guide. How Marketers Can Tap into Customer Data to Improve Customer Profitability and Campaign Effectiveness

How2Guide. How Marketers Can Tap into Customer Data to Improve Customer Profitability and Campaign Effectiveness How2Guide How Marketers Can Tap into Customer Data to Improve Customer Profitability and Campaign Effectiveness How Marketers Can Tap into Customer Data to Improve Customer Profitability and Campaign Effectiveness

More information

IBM Unica and Cincom Synchrony : A Smarter Partnership

IBM Unica and Cincom Synchrony : A Smarter Partnership DATA SHEET Smarter Commerce for Smarter Customers Today s customers are deciding when and where the buying process begins, when it ends, who will be part of it, what order it will follow and how all elements

More information

5 Steps to Building a Customer Experience Driven Contact Center ebook

5 Steps to Building a Customer Experience Driven Contact Center ebook 5 Steps to Building a Customer Experience Driven Contact Center ebook WE VE ENTERED THE AGE OF THE CUSTOMER Empowered buyers demand a new level of customer obsession Technology has evolved through a set

More information

PREDICTIVE MARKETING, DIGITAL ATTRIBUTION, OPTIMIZATION, AND DATA-DRIVEN PERSONALIZATION

PREDICTIVE MARKETING, DIGITAL ATTRIBUTION, OPTIMIZATION, AND DATA-DRIVEN PERSONALIZATION PREDICTIVE MARKETING, DIGITAL ATTRIBUTION, OPTIMIZATION, AND DATA-DRIVEN PERSONALIZATION A m a r t y a B h a t t a c h a r j y a & S u n e e l G r o v e r P r i n c i p a l S o l u t i o n A r c h i t

More information

Delivering a Superior Customer Experience

Delivering a Superior Customer Experience An excerpt from the 2013 Customer Experience Management Guide Delivering a Superior Customer Experience IT S IMPORTANT TO EMPOWER YOUR AGENTS TO DO THE RIGHT THING FOR THE CUSTOMER. THEY ARE, AFTER ALL,

More information

CUSTOMER EXPERIENCE MANAGEMENT. enabled by. www.infonova.com

CUSTOMER EXPERIENCE MANAGEMENT. enabled by. www.infonova.com CUSTOMER EXPERIENCE MANAGEMENT enabled by www.infonova.com CEM TURN YOUR CUSTOMERS INTO FANS In the changing and highly competitive business environment of the Telecommunication and Digital Services marketplace,

More information

Advancing Loyalty and CRM WHAT WE DO. HOW WE DO IT.

Advancing Loyalty and CRM WHAT WE DO. HOW WE DO IT. Advancing Loyalty and CRM WHAT WE DO. HOW WE DO IT. Dramatically profitable customer relationships At Brierley+Partners we share a single mission: Making our clients customer relationships dramatically

More information

Business Process Services. White Paper. Managing Customer Experience: Strategies for Success

Business Process Services. White Paper. Managing Customer Experience: Strategies for Success Business Process Services White Paper Managing Customer Experience: Strategies for Success About the Author Ashwin Fernandes, Assistant Manager, TCS Ashwin is a practice consultant in the Innovation and

More information

NICE MULTI-CHANNEL INTERACTION ANALYTICS

NICE MULTI-CHANNEL INTERACTION ANALYTICS NICE MULTI-CHANNEL INTERACTION ANALYTICS Revealing Customer Intent in Contact Center Communications CUSTOMER INTERACTIONS: The LIVE Voice of the Customer Every day, customer service departments handle

More information

Portrait Interaction Optimizer TM. Convert inbound interactions into revenue and retention opportunities

Portrait Interaction Optimizer TM. Convert inbound interactions into revenue and retention opportunities Portrait Interaction Optimizer TM Convert inbound interactions into revenue and retention opportunities Deliver real-time best-next-action recommendations to each customer, wherever and whenever they choose

More information

Taking A Proactive Approach To Loyalty & Retention

Taking A Proactive Approach To Loyalty & Retention THE STATE OF Customer Analytics Taking A Proactive Approach To Loyalty & Retention By Kerry Doyle An Exclusive Research Report UBM TechWeb research conducted an online study of 339 marketing professionals

More information

DEVELOP INSIGHT DRIVEN CUSTOMER EXPERIENCES USING BIG DATA AND ADAVANCED ANALYTICS

DEVELOP INSIGHT DRIVEN CUSTOMER EXPERIENCES USING BIG DATA AND ADAVANCED ANALYTICS DEVELOP INSIGHT DRIVEN CUSTOMER EXPERIENCES USING BIG DATA AND ADAVANCED ANALYTICS by Dave Nash and Mazen Ghalayini; Contributions by Valentin Grasparil This whitepaper is the second in a 3-part series

More information

A Customer Centric Digital Platform For Utilities. A Joint Capgemini and Pegasystems Solution

A Customer Centric Digital Platform For Utilities. A Joint Capgemini and Pegasystems Solution A Customer Centric Digital Platform For Utilities A Joint Capgemini and Pegasystems Solution 2 A Customer Centric Digital Platform For Utilities Utilities the way we see it Utilities in a changing world

More information

Salmat Customer Engagement Solutions

Salmat Customer Engagement Solutions Salmat Customer Engagement Solutions The leader in multi-channel communication solutions 5.2 billion direct mail 130 17 million Lasoo visits 1 billion email million voice & automated interactions 168 million

More information

The case for Centralized Customer Decisioning

The case for Centralized Customer Decisioning IBM Software Thought Leadership White Paper July 2011 The case for Centralized Customer Decisioning A white paper written by James Taylor, Decision Management Solutions. This paper was produced in part

More information

Making Multi-Channel Work For You

Making Multi-Channel Work For You Making Multi-Channel Work For You Stephen Walter Solutions Consultant 1 Today s Reality 2 Social Technologies Can Bring People and Information Together "Deployed effectively, social media unleashes the

More information

Customer Experience Analytics

Customer Experience Analytics Customer Experience Analytics By eloyalty s Marketing Solutions Service Line 9.16.2003 OPTIMIZING CUSTOMER INTERACTIONS Customer Experience Analytics Abstract This paper will describe a method of quantifying

More information

Customer Experience in a Relationship Economy. Frank Sherlock Senior Vice President and Managing Director Convergys

Customer Experience in a Relationship Economy. Frank Sherlock Senior Vice President and Managing Director Convergys Customer Experience in a Relationship Economy Frank Sherlock Senior Vice President and Managing Director Convergys Convergys Corporation A Global Leader in Relationship Management Worldwide Capabilities

More information

Voice. listen, understand and respond. enherent. wish, choice, or opinion. openly or formally expressed. May 2010. - Merriam Webster. www.enherent.

Voice. listen, understand and respond. enherent. wish, choice, or opinion. openly or formally expressed. May 2010. - Merriam Webster. www.enherent. Voice wish, choice, or opinion openly or formally expressed - Merriam Webster listen, understand and respond May 2010 2010 Corp. All rights reserved. www..com Overwhelming Dialog Consumers are leading

More information

SUSTAINING COMPETITIVE DIFFERENTIATION

SUSTAINING COMPETITIVE DIFFERENTIATION SUSTAINING COMPETITIVE DIFFERENTIATION Maintaining a competitive edge in customer experience requires proactive vigilance and the ability to take quick, effective, and unified action E M C P e r s pec

More information

Enhancing Business Performance Through Innovative Technology Solutions

Enhancing Business Performance Through Innovative Technology Solutions Enhancing Business Performance Through Innovative Technology Solutions Contact Center = Customer Experience FIELD SERVICE Customer Service BACK OFFICE CONTACT CENTER BRANCH OFFICE Help Desk HR Finance

More information

Transform your Contact Center into a Relationship Platform with PositiveEdge Solutions

Transform your Contact Center into a Relationship Platform with PositiveEdge Solutions Transform your Contact Center into a Relationship Platform with PositiveEdge Solutions NEXT GENERATION MULTI CHANNEL CONTACT CENTER PLATFORM Being a vital link to the customers they serve, Contact Centers

More information

Get the Real Pulse on your Customers Thinking with Predictive Analytics

Get the Real Pulse on your Customers Thinking with Predictive Analytics Catherine Frye Business Analytics Solutions Manager, IBM Joseph Mahoney Client Technical Professional, Business Analytics, IBM Get the Real Pulse on your Customers Thinking with Predictive Analytics Today

More information

A Strategic Approach to Customer Engagement Optimization. A Verint Systems White Paper

A Strategic Approach to Customer Engagement Optimization. A Verint Systems White Paper A Strategic Approach to Customer Engagement Optimization A Verint Systems White Paper Table of Contents Introduction... 1 What is customer engagement?... 2 Why is customer engagement critical for business

More information

Achieving high performance with Accenture Utilities Business Process Outsourcing Services

Achieving high performance with Accenture Utilities Business Process Outsourcing Services Achieving high performance with Accenture Utilities Business Process Outsourcing Services Introduction Utility companies around the world are looking for ways to respond to industry and market changes,

More information

Making Self-Service Work: the Critical Role of Content

Making Self-Service Work: the Critical Role of Content Allen Bonde Group White Paper A Management Consulting and Strategic Advisory Firm March 2005 Making Self-Service Work: the Critical Role of Content This ABG White Paper has been developed with RightAnswers,

More information

Customer Experience Management

Customer Experience Management Customer Experience Management Best Practices for Voice of the Customer (VoC) Programmes Jörg Höhner Senior Vice President Global Head of Automotive SPA Future Thinking The Evolution of Customer Satisfaction

More information

BEST PRACTICES FOR A SEAMLESS OMNICHANNEL CUSTOMER EXPERIENCE ebook

BEST PRACTICES FOR A SEAMLESS OMNICHANNEL CUSTOMER EXPERIENCE ebook BEST PRACTICES FOR A SEAMLESS OMNICHANNEL CUSTOMER EXPERIENCE ebook BEST PRACTICES FOR A SEAMLESS OMNICHANNEL CUSTOMER EXPERIENCE It s natural to start designing an omnichannel customer experience (CX)

More information

TOP 10. Strategies for Modernizing Workforce Optimization. ebook

TOP 10. Strategies for Modernizing Workforce Optimization. ebook TOP 10 Strategies for Modernizing Workforce Optimization ebook CONTACT CENTER OPERATIONAL CHALLENGES All over the world, contact center managers and operations teams face a number of challenges that can

More information

What really drives customer satisfaction during the insurance claims process?

What really drives customer satisfaction during the insurance claims process? Research report: What really drives customer satisfaction during the insurance claims process? TeleTech research quantifies the importance of acting in customers best interests when customers file a property

More information

Module. Aperio TM Branch Platform For Signature A Component of Aperio Operational CRM Platform

Module. Aperio TM Branch Platform For Signature A Component of Aperio Operational CRM Platform Module Aperio TM Branch Platform For Signature A Component of Aperio Operational CRM Platform Now you can exceed customer expectation and remove process roadblocks to focus on profit, while accelerating

More information

Transforming customer service with business analytics

Transforming customer service with business analytics IBM Software Business Analytics Customer Service Transforming customer service with business analytics 2 Transforming customer service with business analytics Contents 2 Overview 2 Customer service is

More information

hybris Solution Brief Hybris Marketing Market to an Audience of One

hybris Solution Brief Hybris Marketing Market to an Audience of One hybris Solution Brief Hybris Marketing Market to an Audience of One People are intuitive. A shop owner can meet a customer and immediately pick up on explicit and implicit cues that signal intent: What

More information

The Customer Experience: the Journey from Good to Great

The Customer Experience: the Journey from Good to Great The Customer Experience: the Journey from Good to Great Richard Snow VP & Research Director Customer Engagement Ventana Research Karina Howell Solutions Marketing Manager Interactive Intelligence, Inc.

More information

Increase the Efficiency and Value of Healthcare Contact Centers

Increase the Efficiency and Value of Healthcare Contact Centers SAP Brief SAP Customer Relationship Management SAP Business Communications Management Objectives Increase the Efficiency and Value of Healthcare Contact Centers Better patient care through better communication

More information

Data Products and Services. The one-stop-shop for all your business-to-consumer data requirements

Data Products and Services. The one-stop-shop for all your business-to-consumer data requirements Data Products and Services The one-stop-shop for all your business-to-consumer data requirements Put data and insight back at the heart of your marketing Knowing who to target, when, via what channel and

More information

Multi-channel Marketing

Multi-channel Marketing RIGHT TIME REVENUE OPTIMIZATION How To Get Started RIGHT TIME REVENUE OPTIMIZATION How To Get Started Summary: The Short List Here s our suggested short list from this paper: Multi-channel marketing is

More information

Informatics For Business Administration

Informatics For Business Administration Informatics For Business Administration 3.1 Definition 3.2 Operational and Analytical CRM 3.3 Marketing the source of valuable customer data 3.4 The core processes CRM 3.5 CRM software 3.6 A CRM Implementation

More information

Managing the customer experience across channels -- a manager's guide

Managing the customer experience across channels -- a manager's guide E-Book Managing the customer experience across channels -- a manager's guide With numerous customer touchpoints -- including email, customer communities and other social media, text and chat -- it s crucial

More information

Investing in Success Pega Solutions for Financial Service Institutions

Investing in Success Pega Solutions for Financial Service Institutions Investing in Success Pega Solutions for Financial Service Institutions Join many of the industry s largest and most influential financial services institutions including HSBC, JP Morgan Chase, Lloyds Banking

More information

A LEADER IN BEHAVIORAL ANALYTICS AND PIONEER IN PERSONALITY-BASED SOFTWARE APPLICATIONS

A LEADER IN BEHAVIORAL ANALYTICS AND PIONEER IN PERSONALITY-BASED SOFTWARE APPLICATIONS A LEADER IN BEHAVIORAL ANALYTICS AND PIONEER IN PERSONALITY-BASED SOFTWARE APPLICATIONS The Chemistry of Conversation Updated June 2015 www. mattersight.com Driving Significant Business Value Every time

More information

How marketing is taking charge: leading the customer experience. Insights from the IBM State of Marketing 2013 survey

How marketing is taking charge: leading the customer experience. Insights from the IBM State of Marketing 2013 survey How marketing is taking charge: leading the customer experience Insights from the IBM State of Marketing 2013 survey 2 How marketing is taking charge: leading the customer experience In the United States

More information

Transforming the Way to Market, Sell and Service

Transforming the Way to Market, Sell and Service Customer Relationship Management (CRM) Transforming the Way to Market, Sell and Service Agenda I. CRM definition and overview II. Getting started with CRM Initiatives 2 1 What is CRM? Customer Relationship

More information

Service Strategy Maturity: A Model for Business Performance

Service Strategy Maturity: A Model for Business Performance Service Strategy Maturity: A Model for Business Performance A White Paper Written by callcentres.net Commissioned by IBM Published: June 2011 Contents 1. Introduction... 1 2. Executive Summary... 2 3.

More information

Seven ways to boost customer loyalty and profitability through an empowered contact center

Seven ways to boost customer loyalty and profitability through an empowered contact center Seven ways to boost customer loyalty and profitability through an empowered contact center Is your bank using today s communications technology to its full potential? The financial services industry as

More information