White Paper Preparing Your Contact Centers for the Customer Experience Tsunami. Transforming Passion into Excellence
|
|
- Rosaline Chase
- 8 years ago
- Views:
Transcription
1 Preparing Your Contact Centers for the Customer Experience Tsunami
2 Executive Summary Recently, Gartner surveyed 315 international companies with revenues of at least $500 million across the financial services, high tech, manufacturing and consumer goods, media, retail, and transportation and hospitality industries. The research firm learned that 89% of the companies surveyed plan to compete on the basis of customer experience by 2016 (a 53% increase since 2012). 1 This marks a dramatic shift in the way companies acquire new customers and keep existing ones a shift that impacts operations, marketing, sales, and customer service departments. Gartner s research confirms that the Age of Customer Experience is already here a growing tsunami of emerging technologies, ever-evolving consumer expectations, and increasing competition have left customer experience as a chief differentiator for companies. This is causing many enterprises to take another look at their customer management functions. One such strategy is the outsourcing of certain customer management. Paired with the right partners and solutions, businesses can tap into their expertise and capital to find a way forward to profits and growth. This requires making smart and strategic changes at organizational and operational levels. This white paper examines how chief customer officers are challenged in today s customer-driven environment, and provides company executives with information on why the time is right to expand their outsourcing partnerships in order to compete and win in the Age of Customer Experience. How Important Is Customer Experience? In today s hypercompetitive business environment, not having a customer experience strategy is simply not an option. Companies need a compelling experience to drive the business outcomes desired, such as shareholder value, market share, and profitability. A strategy is required to ensure that customers have a positive experience with customer service. If a service experience is executed the right way, the percentage of happy and loyal customers exponentially increases. According to the WW Multichannel CX survey, a positive customer service experience might improve on average 33 percentage points the overall perception of a brand and increase approximately 29 percentage points brand loyalty. 2 Excellent customer experiences can pave the way to higher customer satisfaction scores (CSAT); however, as many executives are now learning, customer experience and customer satisfaction are two very different things, although they are related. Customer satisfaction programs can increase customer loyalty but do not necessarily lead to a significant change in the desired consumer behaviors (e.g., increased spending, retention, etc.). Conversely, a compelling customer experience drives customer engagement, which is defined as the emotional connection a customer has with a brand. 2. Teleperformance Customer Experience Lab, WW Multichannel CX Survey: Customer Service Relevance, Gartner, Importance of Customer Experience Is on the Rise; Marketing Is on the Hook, gartner.com,
3 To illustrate these points, let s assume you own a restaurant. By definition, you create loyal customers by keeping your restaurant clean, serving the food hot and in a timely manner, and your servers are polite and fast with serving drinks. That delivers a high CSAT score resulting in a customer who is likely to return under the following circumstances: they are planning to eat out, they happen to be in your neighborhood, and they are in the mood for the type of food you serve. On the other hand, a compelling customer experience results in creating brand advocates who rave to their friends about your restaurant (both online and in person), are willing to go out of their Figure 1: Leading-Edge Companies Outperform on Business Outcomes (Harvard Business Review Analytic Services Study for Customer Experience Management, 2014) Please indicate how successful your company is in the following areas of corporate performance. (TOP BOX 8 10, WHERE 10 = EXTREMELY SUCCESSFUL) 60% 35% 66% 27% 60% LEADING-EDGE COMPANIES 28% way to eat at your restaurant, and frequently bring their friends with them. The restaurant delivering an excellent customer experience is likely to be more successful than the restaurant focused on only improving customer satisfaction, and recent research supports this. Harvard Business Review Analytic Services surveyed more than 400 executives of companies with revenues of $150 million USD or more, on customer experience management. According to the study, leading-edge companies are more likely positioned to excel in customer experience management because they have 54% 29% LAGGING COMPANIES 54% 20% the right organization, skills, tools, and systems in place. 3 The research suggests that these leading-edge companies outperform on key business outcomes such as profitability, revenue, and customer retention (see figure 1). For companies to compete, they need to focus on improving customer experience processes and capabilities in their contact centers, and there are plenty of reasons for doing so. In addition to all the advantages shown in figure 1, companies can benefit with increased CSAT, Net Promoter scores, and stock prices. Having a focus on customer experience can also boost income for many executives that have a portion of their compensation connected to CSAT and other measurable results for customer experience. It is not enough to simply improve existing customer care programs if companies are to compete on the basis of their customer experience, there is a whole new paradigm for customer experience that stems from the customer care function going horizontal. This demands greater attention to the entire customer life cycle from marketing and acquisition to service and support to after-purchase care and retention. Creating a compelling customer experience requires a new procedure with different strategies, resources, technologies, and processes. If business leaders do not have a clear plan for customer experience, then revenues and profits could be at risk. 3. Harvard Business Review Analytic Services, Lessons from the Leading Edge of Customer Experience Management, hbr.org/hbr-analytic-services, Profitability Quality Growth/Revenue Generation Market Share Customer Retention Rate 3
4 Customer Experience Management Is All about People A robust strategy for customer experience management requires people, which is an ongoing critical need for companies that operate contact centers. When these companies want to grow, however, many are limited because they lack the resources and infrastructure to do so. One of the key benefits of companies that handle customer management outsourcing at scale is that fundamentally everything they do in a contact center is about managing human resources. Outsource service companies can essentially be called human resource companies because that is the key asset they manage. Everything they do is to make sure that the right agents are in the right seats, equipped with the right tools so that when they interact with consumers when the moment of truth arrives agents will deliver the right experience. A key element to customer experience is people, whether it is front-line personnel handling voice channel interactions or agents giving backoffice support. All are important and work in concert to provide a consistent experience across the customer life cycle. With 70% of US employees and 84% of Canada employees within some level of disengagement at work (see figure 2), it is clear that many companies are constantly encumbered with finding the right human capital. It takes considerable time and resources for organizations to attract, hire, and retain customer care agents who have the talent to provide the execution companies need. Company leaders should do their best to help their organizations find the most talented customer care agents. When organizations successfully engage their customers and their employees, they experience a 240% boost in performance-related business outcomes. Gallup, State of the Global Workplace, Figure 2: Employee Engagement (Gallup, State of the American Workplace: Employee Engagement Insights for Business Leaders Worldwide, gallup.com, 2013) ENGAGED NOT ENGAGED ACTIVELY DISENGAGED United States Canada Worldwide 30% 52% 18% 16% 70% 14% 13% 63% 24% For results in this table, the margin of sampling error ranges from +/- <1 to +/-3 percentage points. 4
5 Contact center outsourcing partners can help companies offset time and financial costs associated with staffing because they handle the burdens of recruiting, hiring, and layoffs. To avoid a disengaged staff, look for partners that can demonstrate high employee satisfaction through great work environments, job satisfaction, recognition, and development opportunities. Outsourcing Delivers the Best People in the Right Place Differentiated Strategies and Practices Outstanding Results and Benefits Recruitment and Selection Unique selection processes/tools leveraging global best practices Strategically located contact centers Exclusive hiring profile based on statistical profile system Co-developed with client Talent pool for future positions Best possible people recruited Decreased absenteeism and attrition Increased quality and productivity Agility 5 Right compensation package Above market average Recognition programs Indirect and creative compensation Mix of the best ideas from inside and outside the company Increased employee loyalty, efficiency, and quality Policy of retaining all talent from acquisitions 5
6 Keeping Pace with the Rapid Change of Technology Approximately 10% of technologyrelated investments are now going towards enabler technologies associated with analytics, social media, and workflow management. Everest Group Over the last decade, technological innovation (particularly social media) and the increasing popularity of mobile devices have dramatically impacted the way customers want to communicate with companies. These trends have empowered customers with a louder voice in demanding better services and products. Customers now decide how they want to contact companies using not one, but a combination of channels and when they do, contact center agents need to engage and interact in a meaningful way that lets customers know they are valued and appreciated. Today s business environment has transformed in a manner that requires closer attention to improving customer experience. This calls for more sophisticated technological capabilities and process improvements within the contact center environment that will impact customer satisfaction and lead to measurable business outcomes. The acceleration of technological change has created a cycle of ongoing investment. In order to keep current with technology in the contact center, companies must continue to evaluate, select, and invest in technology to remain competitive. It is also imperative for companies to have a clear understanding of technology trends and requirements within contact centers today. For example, approximately 70% of all technologyrelated investments are now going towards enabler technologies associated with analytics, social media, and workflow management, whereas leading up to 2010, CRM and communication technologies commanded the majority of investment. 4 This increasing trend with technology enablers is reflective of companies developing processes and tools to improve their customer experience. Leveraging analytics and data helps companies better assess the customer service needs of their customers. Analyzing key customer experience attributes such as multichannel capabilities, key performance indicators, feedback dimensions, and quality metrics can highlight areas in need of attention and focus. Additionally, numerous industries, such as credit cards, banking, and e-commerce, have stringent regulations and laws for security and consumer protections against fraud and identity theft. Outsourcing partnerships can keep companies abreast of new developments and security requirements, helping them to avoid costly and unending investments for technology and system upgrades. 4. Everest Group, Contact Center Outsourcing Annual Report 2014: Changing Times, Evolving Value Proposition, everestgrp.com, June
7 Financial and Operational Efficiencies Although the US economy is showing signs of recovery, brittle budgets continue to be the norm for many organizations. Companies that manage their contact centers in-house are challenged in a number of ways, such as with fixed costs related to captive infrastructure, securing additional capital expenditure, and inflexible service (staffing) models. Issues with Flexibility and Scalability When managing and operating their own contact centers, large organizations spread across multiple locations (and geographies) are constantly faced with easily, adequately, and efficiently scaling up or down to respond to seasonal, after-hours, overflow volumes or simply growth. Moreover, an in-house contact center operation is further challenged in its ability to scale quickly because it is limited to using locations owned by the organization. As outsourcers have access to thousands of seats across multiple sites and geographies, they can provide flexibility with ramping quickly in order to meet volume spikes. The Need for New Products and Services With competing priorities within a company for capital expenditure, there are fewer funds available for new customer management strategies infrastructure, people, and technology. Working with an outsourcing service provider not only frees up cap ex, it turns fixed costs into variable costs. Additionally, companies can leverage the knowledge and resources of outsourcers to grow new lines of products and services. Rather than paying for a service operation up-front and then waiting for results, companies that utilize an outsourced service delivery model only pay for what they use. Outsourcers typically deflect the need for an up-front investment and flex and scale as required. Operational Inefficiencies Unfortunately, operational inefficiencies plague organizations of every size. Company leadership is constantly challenged to identify and eliminate issues that threaten productivity and waste resources. For example, departmental silos result in both cost and effort redundancies, and companies weakened by silos need a resource that can redesign and optimize business processes and workflows. Outsourcing offers solutions to help eliminate silos so company operations are streamlined and departments can cooperate and work towards meeting the same goals. Using an outsourcing model, initial improvements to operational efficiencies alone can enable a greater ROI. 7 7
8 Centralization and Standardization For companies that have customer care employees operating in contact centers in different locations and sometimes geographies, having consistency with processes and operations across all channels and locations should be a chief concern. The complexity of this issue becomes even greater when taking into account the diverse and multiple customer segments, demographics, and languages that need to be considered within an efficient multichannel service delivery. When sites do not function according to a set of standards, they will naturally create their own processes and operations that may work for their specific contact center but not for others. When this happens, company operations are fragmented, which in turn leads to contact center agents delivering a fragmented customer experience. Bringing consistency to disparate operations for a company; i.e., centralizing and standardizing operations and processes as if all locations were under one roof, is a core function and strength of outsource service providers. Highly ranked and experienced outsourcers will offer a primary system that underpins the management of all contact centers, keeping track of all employees and projects at all times. The system should integrate data from multiple sources into one web-based resource for a comprehensive view of real-time performance at every level. Utilizing this type of setup can optimize contact center results through increased quality levels, reduced handle time, reduced FCR, increased CSAT, and an improved customer experience. Quality Monitoring CONSISTENT PERFORMANCE DRIVERS Performance Visibility and Accountability PRIMARY MANAGEMENT SYSTEM Automated Reporting Communication Streamlined HR Functions *Illustration represents a sampling of performance drivers 8 8
9 Closing Thoughts Company executives can be sure of one thing today: customer experience management is not an option for organizations that want to compete and win in the Age of Customer Experience. Companies need to have a compelling experience to drive profitability, shareholder value, market share, customer retention, and other preferred business outcomes. A successful approach requires making smart and tactical changes at organizational and operational levels, utilizing different strategies, resources, technologies, and processes. Given the challenges and costs associated with creating an engaging customer experience, many companies are broadening their current outsourcing partnerships or choosing to outsource for the first time. This allows them to tap into the expertise outsourcers offer in the areas of customer experience management. A partnership with Teleperformance can help companies compete and win on an excellent customer experience, while providing cost savings to companies and added value for companies, shareholders, and customers. CATEGORY IN-HOUSE CONTACT CENTER CONTACT CENTER PROVIDER VALUE OF OUTSOURCING Human capital management Fixed (usually based on trends in volumes; if volumes dip or spike, costly layoffs/recruiting occurs to support volumes) Variable (staffing based on client s forecasted volumes; HR costs such as payroll, benefits, office space, etc., assumed by outsourcer since all agents are contact center employees) Minimizes labor costs and provides ability to ramp quickly to support volume spikes; removes recruiting, hiring, and layoff burdens 9 Contact center technology systems, CRM licensing, and maintenance Capital expense (switches, servers, databases, license, and maintenance fees) Assumed by outsourcing service provider through outsourcing agreement Removes capital burden to support in-house operation and management of technology; leverages latest tech systems for security and enablers (analytics and social media) Financial and operational efficiencies At in-house standards (requires up-front investment for service operation; weakened by silos and burdened by fixed costs related to cap ex) Variable (improves flexibility and scalability; frees up cap ex and turns fixed costs into variable) Optimizes business processes and workflows by avoiding cost and effort redundancies; enables greater ROI Centralization and Standardization In-house managment system (site-level operations function independently of each other, resulting in fragmented customer experience delivery) Primary managment system (provides consistency with processes and operations across all channels, locations, and geos) Centralizes and standardizes processes and operations via a primary management system; all sites operate as if under the same roof 9
10 About Telepeformance Worldwide Leader in Multichannel Customer Experience We are a People company with a people-centric strategy, interacting with people all over the world. It s all about People. They are part of who we are and what we do. We analyze their behaviors. We understand their wants and needs. That s why we deliver outstanding customer experiences through integrated multichannel solutions to enhance customer experience results for our clients
11 For more information: Follow us:
Top 5 Reasons to Outsource MORE!
Top 5 Reasons to Outsource MORE! This report is available for download on Teleperformance s website. For more information about articles and white papers, go to: www.teleperformance.com Why Companies Are
More informationReport. Top 5 Reasons to Outsource
Top 5 Reasons to Outsource Executive Summary Today s consumers expect to interact with their chosen brands at whatever time and in whatever manner they choose. In order to improve customer satisfaction,
More informationGlobal Insights on Succeeding in the Customer Experience Era. Copyright 2013, Oracle and/or its affiliates. All rights reserved.
Global Insights on Succeeding in the Customer Experience Era 1 Contents Introduction 3 Methodology 4 Executive Summary 6 Findings 7 Our Take 16 Industry & Regional Appendix 18 2 Introduction Today s consumers
More informationKEY 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 informationEmployee Engagement Drives Client Satisfaction and Employee Success in Professional Services
Employee Engagement Drives Client Satisfaction and Employee Success in In professional services, business success is achieved through employee success. Organizations that prioritize top talent gain competitive
More informationTalent DNA that drives your business
Talent DNA that drives your business Align your talent DNA and business strategy to achieve real success Accelerate your business with a strategic HCM solution that turns your human capital investment
More informationInfor Human Capital Management Talent DNA that drives your business
Infor Human Capital Management Talent DNA that drives your business 1 Infor Human Capital Management Align your talent DNA and business strategy to achieve real success Accelerate your business with a
More informationImprove customer experience with your call center
Improve customer experience with your call center 1 Table of Contents Welcome to the Age of the Unloyal Customer Superior Service Is More Difficult Than It Looks Segmented customer touchpoints Who is responsible
More informationS T R A T E G I C P A R T N E R S H I P D A T A, N E T O W R K S P E O P L E, P R O C E S S, T E C H N O L O G Y, Europe
S T R A T E G I C P A R T N E R S H I P WHERE INNOVATION BEGINS Web-enabled, transparent, optimized business processes, extensive data analytics, continuously innovated business solution for the P&C /
More informationRecruitment Process Outsourcing:
Recruitment Process Outsourcing: What You Should Look for in an RPO Provider James F. McCoy Vice President & RPO Practice Lead It used to be that companies looked exclusively at cost and process to identify
More informationThe Case for Business Analytics in Midsize Firms
The Case for Business Analytics in Midsize Firms Affordable solutions and easy implementation put the transformational power of business analytics within reach of almost any organization Featuring John
More informationPrimed for Growth: Midsize Companies Embrace Modern HR in the Cloud. The Winning Strategy for Hiring, Engaging, and Keeping the Right People
Primed for Growth: Midsize Companies Embrace Modern HR in the Cloud The Winning Strategy for Hiring, Engaging, and Keeping the Right People CEOs spend their time ensuring they have practices and processes
More informationHR - A STRATEGIC PARTNER Evolution in the adoption of Human Capital Management systems
www.wipro.com HR - A STRATEGIC PARTNER Evolution in the adoption of Human Capital Management systems FUTURE READY SYSTEM FOR AN INSPIRED WORKFORCE Anand Gupta, Director, Oracle Cloud Services, Wipro Table
More informationA 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[ know me ] A Strategic Approach to Customer Engagement Optimization
[ know me ] A Strategic Approach to Customer Engagement Optimization A Verint and KANA White Paper Table of contents Introduction... 1 What is customer engagement?... 2 Why is customer engagement critical
More informationA REPORT BY HARVARD BUSINESS REVIEW ANALYTIC SERVICES The Age of Modern HR. Sponsored by
A REPORT BY HARVARD BUSINESS REVIEW ANALYTIC SERVICES The Age of Modern HR Sponsored by The Age of Modern HR Building human resources management systems that deliver ACROSS THE GLOBE, human resources
More informationJust-in-Time Marketing: Lessons from the Masters
Just-in-Time Marketing: Lessons from the Masters Marketers have changed the way they engage consumers, but have their changes taken them all the way back to the factory floor where marketing is produced?
More informationIndustry models for insurance. The IBM Insurance Application Architecture: A blueprint for success
Industry models for insurance The IBM Insurance Application Architecture: A blueprint for success Executive summary An ongoing transfer of financial responsibility to end customers has created a whole
More informationBest Practices Brochure. Best Practices for Optimizing Social CRM Maximizing the Value of Customer Relationships. Customer Care
Best Practices Brochure Best Practices for Optimizing Social CRM Maximizing the Value of Customer Relationships Customer Care Social CRM Companies must do more than participate in today s social environment.
More informationLawson Healthcare Solutions Optimization of Key Resources Forms a Foundation for Excellent Patient Care
Lawson Healthcare Solutions Optimization of Key Resources Forms a Foundation for Excellent Patient Care Healthcare organizations continue to experience an alarming erosion of their operational foundation,
More informationRIGHTNOW CLOUD SERVICE SERVE YOUR CUSTOMERS ANYWHERE MULTI-CHANNEL SERVICE
RIGHTNOW CLOUD SERVICE SERVE YOUR CUSTOMERS ANYWHERE MULTI-CHANNEL SERVICE See what our customers have achieved with the Oracle Service Solution. 03 Introduction Serve Your Customers Anywhere - Multi-Channel
More informationTwelve Initiatives of World-Class Sales Organizations
Twelve Initiatives of World-Class Sales Organizations If the economy were a season, we are looking at an early spring after a long, hard winter. There is still uncertainty that it is here to stay, but
More informationNew World of Customer Expectations
New World of Customer Expectations The Agile Enterprise The Agile Enterprise Jerry Gregoire, the CIO of Dell Computers, said it best Customer Service is the next competitive battleground. We have entered
More informationDigital content is emerging as the newest strategic
For Building the B2B Sales Pipeline One of the biggest challenges facing B2B organizations is how to efficiently scale digital content production to reach and engage prospective new buyers. Savvy marketing
More informationOperational Streamlining in Insurance Industry
www.niit-tech.com Operational Streamlining in Insurance Industry Surekha Sugandhi Insurance Practice - Solution Architect NIIT Technologies White Paper CONTENTS Introduction 3 Digitalization in Insurance
More informationSUSTAINING 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 informationManaging Talent in the Flat World
Managing Talent in the Flat World An Infosys Perspective As Practitioner & Consultant Nandish Patil Background In the globalized business environment, historical sources of advantage have diminished in
More informationManagement Update: The Eight Building Blocks of CRM
IGG-06252003-01 S. Nelson Article 25 June 2003 Management Update: The Eight Building Blocks of CRM Customer relationship management (CRM) represents the key business strategy that will determine successful
More informationManaged Solution. for Staffing Industry
Managed Solution for Staffing Industry Abstract As staffing industries are being challenged with revenue growth, the focus area for them is to reduce their back office costs continually, streamline the
More informationOptimize data management for. smarter banking and financial markets
Optimize data management for smarter banking and financial markets 2 Flexibility, transparency, quick response times: Are you ready for the new financial environment? 1 2 and profitability Meeting customer
More informationUnlocking the opportunity with Decision Analytics
Unlocking the opportunity with Decision Analytics Not so long ago, most companies could be successful by simply focusing on fundamentals: building a loyal customer base through superior products and services.
More informationIT & Management Consulting Services
2008 Microsoft Corporation. All rights reserved. This document is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY. Microsoft, Excel, Microsoft Dynamics,
More informationDriving Customer Experience Excellence
Driving Customer Experience Excellence with Your Contact Center Bucher + Suter AG www.bucher-suter.com info@bucher-suter.com Bucher + Suter AG www.bucher-suter.com info@bucher-suter.com 55 It s increasingly
More informationTHE NEXT GENERATION OF HR SHARED SERVICES SUBHEADLINE RUNS HERE AND HERE AND HERE AND HERE
THE NEXT GENERATION OF HR SHARED SERVICES SUBHEADLINE RUNS HERE AND HERE AND HERE AND HERE SAP Executive Insight It s no secret that implementing HR shared services can help organizations generate significant
More informationOperations Excellence in Professional Services Firms
Operations Excellence in Professional Services Firms Published by KENNEDY KENNEDY Consulting Research Consulting Research & Advisory & Advisory Sponsored by Table of Contents Introduction... 3 Market Challenges
More informationImproving customer relationships
White paper Customer Engagement Improving customer relationships How top companies maximize lifetime value through effective customer engagement Page 2 Customer experiences help drive long-term profits.
More informationORACLE HUMAN RESOURCES ANALYTICS
ORACLE HUMAN RESOURCES ANALYTICS KEY FEATURES & BENEFITS FOR BUSINESS USERS Oracle Human Resources Analytics intelligence dashboards provide strategic workforce performance information. Determine key factors
More informationDelivering information-driven excellence
Delivering information-driven excellence UNLOCKING THE BENEFITS OF Multi-domain Master Data Management In a highly competitive, global economy where data is now a core enabler, industry leaders are increasingly
More informationHow To Create A Social Media Management System
Best Practices Brochure Best Practices for Optimizing Social CRM Maximizing the Value of Customer Relationships Social CRM Companies must do more than participate in today s social environment. They must
More informationImproving Inside Sales Production with Automation
Improving Inside Sales Production with Automation Improving Inside Sales Production with Automation A recent Noble Systems survey of Inside Sales Teams revealed that while one-half of the organizations
More informationSelf-driving ERP TM. Experience the power of people-centric ERP solutions designed for the speed of business. In business for people.
Consulting & S1 Software Services OVERVIEW Unit4 Business World Self-driving ERP TM Experience the power of people-centric ERP solutions designed for the speed of business. In business for people. The
More informationHuman Capital Management: Leveraging Your Human Assets
Human Capital Management: Leveraging Your Human Assets Executive Summary Managers have always intuitively believed that their employees generate value for the organization but today, intuition is no longer
More informationSAP ERP HUMAN CAPITAL MANAGEMENT SOLUTION OVERVIEW
SAP ERP HUMAN CAPITAL MANAGEMENT SOLUTION OVERVIEW HUMAN CAPITAL ASSETS ARE VITAL With SAP E-Recruiting, we can improve personnel selection while maintaining a high level of efficiency in our back-office
More informationBranch Staffing: Everything has ALREADY changed and this is only. the beginning. CloudCords Forecaster. Save up to $20,000 per branch per year
Branch Staffing: Everything has ALREADY changed and this is only the beginning. CloudCords Forecaster Get out in front of the dramatic changes in customer behavior to align your staff and your budget to
More informationCincom 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 informationBUSINESS CONSULTING SERVICES Comprehensive practice management solutions for independent investment advisors
BUSINESS CONSULTING SERVICES Comprehensive practice management solutions for independent investment advisors Insights, tools and resources to help you Accelerate Your Growth, Scale Your Business and Elevate
More informationMARKET I NSIGHT. Cloud-Based Agent Performance Optimization Applications: The Last Great Shift to the Cloud. Sponsored by Genesys
MARKET I NSIGHT Cloud-Based Agent Performance Optimization Applications: The Last Great Shift to the Cloud Frost & Sullivan Market Insight EXECUTIVE SUMMARY Cloud deployment has become the preferred method
More informationFive Strategies for Increasing the ROI of Marketing Events
Five Strategies for Increasing the ROI of Marketing Events Introduction Why Hold Marketing Events? Events, especially marketing events, are a critical tool in any marketer s playbook. According to Forrester
More informationQ4 2013 WORKFORCE PERFORMANCE REPORT
1 Q4 2013 WORKFORCE PERFORMANCE REPORT Key factors impacting the performance and profitability of customer facing workforces Table of Contents Evolv is one of the very few companies that produces rigorous
More informationRegional Grocers Gain a Fast, Differentiating Competitive Edge with SaaS
Regional Grocers Gain a Fast, Differentiating Competitive Edge with SaaS Contents 03 04 07 10 Introduction What CMOs Want What CIOs Want Key Considerations with Cloud Based Strategies Introduction Today
More informationEffective Utilization of SAP ERP HCM as an Efficient & Cost Saving Tool in Business
Session Effective Utilization of SAP ERP HCM as an Efficient & Cost Saving Tool in Business Janardhan N Lead CoE-SAP HCM Wipro Coverage 1 HR Deliverables Generic View 2 SAP Technology Vital Elements 3
More informationNPS2. Reaching the Next Level of Customer Experience Leadership. By Deborah Eastman
NPS2 Reaching the Next Level of Customer Experience Leadership By Deborah Eastman Overview Get an introduction to NPS2, the next generation of the groundbreaking Net Promoter methodology. Find out how
More informationAgenda Overview for Multichannel Marketing, 2015
G00271717 Agenda Overview for Multichannel Marketing, 2015 Published: 19 December 2014 Analyst(s): Adam Sarner, Jennifer S. Beck Multichannel marketing is where content and context meet and where brand
More informationSample Strategy Maps. Best Practice Strategy Maps
Sample Strategy Maps Best Practice Strategy Maps Software Company Strategy Map Increased Shareholder Value Leader in Strategic Markets Diversify Revenue Streams Predictable Profitability Intimacy ebusiness
More informationBUSINESS INTELLIGENCE: IT'S TIME TO TAKE PRIVATE EQUITY TO THE NEXT LEVEL. by John Stiffler
IT'S TIME TO TAKE PRIVATE EQUITY TO by John Stiffler In a challenging economic environment, portfolio management has taken on greater importance. Private equity firms must look at every possible avenue
More informationSeven 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 informationCUSTOMER-CENTRIC ERP: INTEGRATED SYSTEMS FOR CUSTOMER SATISFACTION
CUSTOMER-CENTRIC ERP: INTEGRATED SYSTEMS FOR CUSTOMER SATISFACTION December, 2014 Nick Castellina, Research Director, Business Planning & Execution Omer Minkara, Research Director, Contact Center & Customer
More informationSAP CUSTOMER RELATIONSHIP MANAGEMENT. Solution Overview
Solution Overview SAP CUSTOMER RELATIONSHIP MANAGEMENT CUSTOMER RELATIONSHIP MANAGEMENT AS A BUSINESS STRATEGY IS CHANGING 2 With SAP CRM, we optimized our sales resources, reduced administrative costs,
More informationBuild a World-Class Human Resources Department with Document Management Software
Build a World-Class Human Resources Department with Document Management Software Are your HR professionals doing the job they were hired to do? The fundamental mission of any human resources department
More informationTechnology-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 informationLeadership Framework for Strategic Management of Recognition and Reward Programs. SodexoMotivation.com
Leadership Framework for Strategic Management of Recognition and Reward Programs A Leadership Framework for Strategic Management of Recognition and Reward Programs Rachel S. Permuth, PhD, MSPH - Sodexo
More informationOn Your Mark, Get Set, Go! ebook
On Your Mark, Get Set, Go! ebook Order Management Best Practices for Sporting Goods Retailers Technology levels the playing field to allow small to medium-sized sporting goods retailers to compete with
More informationCUSTOMER ENGAGEMENT 2014. Rosetta Consulting s Customer Engagement Survey Part 1: The Marketer s Perspective
CUSTOMER ENGAGEMENT 2014 Rosetta Consulting s Customer Engagement Survey Part 1: The Marketer s Perspective WELCOME TO THE EMPOWERED AGE Welcome to the first in a series of three white papers on Customer
More informationDelivering 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 informationMaintaining a Competitive Edge with Interaction Analysis
Explore Maintaining a Competitive Edge with Interaction Analysis Winner of the Frost & Sullivan 2007 Product Innovation Award Autonomy etalk White Paper Maintaining a Competitive Edge with Interaction
More informationCustomer 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 informationA 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 informationA HOLISTIC VIEW OF TALENT How to enhance recruiting by building a talent supply chain. JOHN HEALY
A HOLISTIC VIEW OF TALENT How to enhance recruiting by building a talent supply chain. JOHN HEALY CONTENTS p3 p4 p6 Introduction The problems with forecasts Accessing just-in-time talent p10 Beware the
More informationAgenda Overview for Digital Commerce, 2015
G00270685 Agenda Overview for Digital Commerce, 2015 Published: 18 December 2014 Analyst(s): Jennifer Polk Marketing is making a greater impact on, and taking more responsibility for, digital commerce.
More informationCustomer Engagement What s Your Engagement Ratio?
Customer Engagement What s Your Engagement Ratio? Copyright 2009 Gallup, Inc. All rights reserved. Gallup, CE 11, Q 12, Performance Optimization TM, The Gallup Path, Gallup Poll, Gallup University, Gallup
More informationWWW.WIPRO.COM. LEAP AHEAD FROM INSIGHT TO FORESIGHT Consumer & Retail Insights
WWW.WIPRO.COM LEAP AHEAD FROM INSIGHT TO FORESIGHT Consumer & Retail Insights WIPRO CONSUMER GOODS DO BUSINESS BETTER PROVIDING MARKETERS WITH THE BEST-IN-CLASS PLATFORM TO DEPLOY DIGITAL MARKETING CAPABILITIES
More informationBuilding the Digital HR Organization. Accenture and SuccessFactors on the changing nature of HR
Building the Digital HR Organization Accenture and SuccessFactors on the changing nature of HR More than ever, HR has to contend with changing business demands and an evolving workforce. At the same time,
More informationHow To Get Rid Of A Collection Of Disparate Systems
WHITE PAPER The Strategic Value of an Integrated HCM Platform There are many sound reasons why HR departments implement point solutions. In most cases, it s because they want a best-of-breed solution with
More informationOvercoming Barriers to Cross-Channel Success: Optimizing the Marketing Technology Stack
Overcoming Barriers to Cross-Channel Success: Optimizing the Marketing Technology Stack Signal Cross-Channel Marketing and Technology Survey September 2014 Page 3 Page 4 Page 5 Page 6 Page 15 Page 18 Page
More informationNew business intake services Application processing
Xerox in Insurance Insurers around the globe are striving to achieve competitive advantage and sustainable success in an ever challenging marketplace. Using innovation to grow business, develop new products
More informationThe 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 informationRedefining RPO: Comprehensive Talent Solutions Changing the Employment Landscape
Redefining RPO: Comprehensive Talent Solutions Changing the Employment Landscape EXECUTIVE SUMMARY Recruitment process outsourcing (RPO) has undergone a transformation. What once was a function focused
More informationWHITE PAPER A companion piece to IBM s white paper: The Customer-Focused Contact Center
Delivering Superior Customer Experiences in the Contact Center How Cincom Synchrony addresses six impact points of customer experience in the contact center WHITE PAPER A companion piece to IBM s white
More informationThe SAS Transformation Project Deploying SAS Customer Intelligence for a Single View of the Customer
Paper 3353-2015 The SAS Transformation Project Deploying SAS Customer Intelligence for a Single View of the Customer ABSTRACT Pallavi Tyagi, Jack Miller and Navneet Tuteja, Slalom Consulting. Building
More information4How Marketing Leaders Can Take Control of Data for Better
Steps to Achieve Better Marketing Results 4How Marketing Leaders Can Take Control of Data for Better Marketing Performance and Customer Interactions As a marketing leader, you rely heavily on data to inform
More informationOracle Business Intelligence Applications Overview. An Oracle White Paper March 2007
Oracle Business Intelligence Applications Overview An Oracle White Paper March 2007 Note: The following is intended to outline our general product direction. It is intended for information purposes only,
More informationWorkforce Management: Controlling Costs, Delivering Results
Workforce Management: Controlling Costs, Delivering Results Organizations today must balance the need to run an efficient and costeffective operation while remaining agile and flexible to meet both customer
More information5 Ways to Simplify Your Human Capital Management System
5 Ways to Simplify Your Human Capital Management System 1 Most business leaders will say that their employees are the company s most valuable asset, but are they handling them as such? Human capital management
More informationAgenda Overview for Marketing Management, 2015
G00270720 Agenda Overview for Marketing Management, 2015 Published: 18 December 2014 Analyst(s): Richard Fouts Increased participation in strategic business decisions and an evolving organization put new
More informationWant to free up your time and resources so you can focus on driving customer loyalty and growing your business?
Want to free up your time and resources so you can focus on driving customer loyalty and growing your business? Addressing self-service channel challenges with managed services and outsourcing An NCR White
More informationAgenda Overview for Customer Experience, 2015
G00270544 Agenda Overview for Customer Experience, 2015 Published: 22 December 2014 Analyst(s): Jake Sorofman Customer experience has emerged as a top priority for marketers. This overview summarizes how
More informationOVERVIEW OPTUS CONTACT CENTRE AS A SERVICE (CCaaS) CUSTOMER SERVICE, DELIVERED. With Optus Contact Centre As a Service (CCaaS)
OVERVIEW OPTUS CONTACT CENTRE AS A SERVICE (CCaaS) CUSTOMER SERVICE, DELIVERED With Optus Contact Centre As a Service (CCaaS) CONTENTS ARE YOU READY FOR YOUR CUSTOMERS? 02 THERE S A BETTER WAY 02 HOW CCaaS
More informationCognos e-applications Fast Time to Success. Immediate Business Results.
Cognos e-applications Fast Time to Success. Immediate Business Results. www.cognos.com Cognos e-applications transform business-critical data into a readily available global view of our customers and our
More informationSMART SOURCING A MARKET FOCUSSED RECRUITMENT SOURCING STRATEGY
SMART SOURCING A MARKET FOCUSSED RECRUITMENT SOURCING STRATEGY EXECUTIVE SUMMARY The key drivers that drive talent acquisition in good times and bad times, in tight labor markets or soft ones largely remain
More informationActively Engage with Energy Utility Customers to Build Loyalty and Drive Retention
Kampyle for Utilities Industry Actively Engage with Energy Utility Customers to Build Loyalty and Drive Retention Layer qualitative data on analytics to better understand and address customer needs and
More informationA Quick Guide to Social Customer Service: Measure, Refine & Scale
A Quick Guide to Social Customer Service: Measure, Refine & Scale Measuring how well your Social Customer Service program is working for both your customers and your business is not easy. For the last
More informationStrategic Employee Onboarding: First Impressions Are Everything
ONBOARDING Strategic Employee Onboarding: First Impressions Are Everything Cornerstone OnDemand Whitepaper Series 2007 Cornerstone OnDemand, Inc. All Rights Reserved. Table of Contents Onboarding: More
More informationThe new revenue cycle imperative: A data-driven approach to minimizing risk and optimizing performance
The new revenue cycle imperative: A data-driven approach to minimizing risk and optimizing performance An Experian Healthcare white paper Shifting reimbursement, evolving payment models and growing regulatory
More informationBETTER HIRING, BETTER SERVICE. How an ATS Saves Service-Industry Employers Time and Money
BETTER HIRING, BETTER SERVICE How an ATS Saves Service-Industry Employers Time and Money BETTER HIRING, BETTER SERVICE How an ATS Saves Service-Industry Employers Time and Money INTRODUCTION In any service
More informationof interaction. Operate with Efficiency. Manage the Operation. Connect with Customers. Enhance with Mobility. For Table Service Restaurants
Experience a new world of interaction. Operate with Efficiency. Manage the Operation. Connect with Customers. Enhance with Mobility. For Table Service Restaurants 02 Experience a new world of interaction
More informationCustomer Experience Audit
SOLUTION OVERVIEW Customer Experience Audit Understanding customer experience is vital Developed in partnership with Customer Experience Foundation The Customer Experience Audit provides a fast, independent
More informationHow To Select Differently From The Standard
Want to Change the Game with Contact Center Vendors? Select Them Differently. The Accenture Vendor Management Framework In today s marketplace, companies in a wide range of industries rely on outsourcing
More informationHow To Use Big Data To Help A Retailer
IBM Software Big Data Retail Capitalizing on the power of big data for retail Adopt new approaches to keep customers engaged, maintain a competitive edge and maximize profitability 2 Capitalizing on the
More information