Clik here to view.
Gr8 Times Ahead in October at the 2013 CSO Summit
The Customer Experience and Service Management team are extremely excited to announce the theme for the 2013 Chief Service Officer Summit – Gr8 Service and the Customer Experience (October 22-23 in...
View ArticleClik here to view.
M2M in Service. The Evolution, Not a Revolution
This year’s Mobile World Congress featured a variety of announcements around the M2M space. On an annual basis, M2M gets tagged as the next big thing and then almost nothing happens until the next year...
View ArticleClik here to view.
CRM in Customer Service: Unlock Data and Ignite Action
Communication and the connected nature of the world has seemingly exploded in the past few years (decades). Just 15 years ago, I wouldn’t have so easily (and cheaply) been able to play video games on...
View ArticleClik here to view.
No Fooling Customers, They Want Service Issues Resolved on a First-Time Basis
There are numerous internet gags making the rounds to celebrate or mark April Fool’s Day. A few of interest (Google Nose, Twitter charging for vowels, Virgin Atlantic glass-bottom plane) can be found...
View ArticleClik here to view.
The Cost and Benefit of Call Recording
Findings from Aberdeen Group’s November 2012 Multi-Channel Contact Center study, “Multi-Channel Contact Center: Delight Customers where they Live“ reveal that 98% of companies currently use voice to...
View ArticleClik here to view.
The Role of Call Recording in Improving Agent Productivity and Performance
Findings from Aberdeen’s “Workforce Management in the Contact Center: Optimizing Agent Scheduling and Productivity to Improve Customer Experience Results” study reveal that call recording is one of the...
View ArticleClik here to view.
It’s Time to Listen to Your (Empowered) Customers
Every day, as a customer, I have the often unused power to impact my relationship with the organizations with which I do business with; whether it’s my cable company, pizza restaurant, or electronics...
View ArticleClik here to view.
Field Service Impact in Every Day Life
Recently, I took a look at my cable bill and was shocked to see the actual cost in relation to the ‘value’ I felt like I was receiving. So that evening I called my cable company and discussed my...
View ArticleClik here to view.
Social Customer Care Gone Wrong: A Case Study
Social media is no longer a new territory for most businesses. In fact, Aberdeen’s “Next-Generation Customer Experience Management” research shows that it is used by 66% of all businesses to listen and...
View ArticleClik here to view.
Customer Analytics – Upcoming Research
Aberdeen Group’s recent research on “Next-Generation Customer Experience Management” validates that the nature of customer/company relations have changed drastically over the past decade. The top...
View ArticleClik here to view.
The Insight of the Customer: Transform from “the King” to “a Partner”
I recently attended a user conference and it was quite interesting to hear one common theme; the customer is still king! This mantra is often stated in order to scare or challenge organizations to...
View ArticleClik here to view.
Catching-up with the Best-in-Class through Customer Analytics
My recent post provided an overview of several trends that impact organizations’ ability to utilize customer data effectively. In particular, it noted that only 7% of companies are extremely satisfied...
View ArticleClik here to view.
How to Ensure PCI Compliance while Call Recording in the Contact Center
Consumer buying habits have evolved rapidly with the emergence of new technologies over the past few decades. Indeed, research shows that 66% of all in-person sales today are completed using plastic...
View ArticleClik here to view.
Your Customers Expect Gr8 Service, Join the Discussion at CSO 2013
Can you afford to lose customers as a result of unmet expectations? I say no! However, every day we encounter missed opportunities in service where we either don’t deliver or fail to go above and...
View ArticleClik here to view.
Mobile Field Service: More than Just another Tool in the Kit
Mobility in field service has transcended buzzword status. This technology trend has moved beyond our consumer world to impact the service business. As seen in my recent report “Mobile Field Service...
View ArticleClik here to view.
June CEM and Contact Center Research Recap
The world of customer experience management (CEM) is one with constant change. In this environment, the ability to retain clients and grow their value for the businesses requires firms to deploy the...
View ArticleClik here to view.
Best-in-Class Practices: Transitioning Contact Center from On-Premise to the...
Contact centers today are increasing activities to optimize customer experience results delivered across multiple channels. However, this is no easy endeavor. Successful customer care teams are the...
View ArticleClik here to view.
Aspect Acquires Voxeo to Address the Needs of Empowered Customers
The growing focus and importance of customer experience management (CEM) is rapidly changing the contact center marketplace. Businesses see a tectonic shift in who controls today’s buyers-seller...
View ArticleClik here to view.
PTC Acquires Enigma, Inc.
On July 16, 2013 PTC announced its intentions to acquire Engima, Inc. (further details to follow). This acquisition, in the advent of previous service purchases of 4CS and Servigistics, further...
View ArticleClik here to view.
Lean into Service Excellence: Continuous Improvement at the Heart of Service...
When you hear terms like continuous process improvement, Six Sigma, and lean tools, what comes to mind? Manufacturing operations? Black belts? Kaizen projects? Probably all of these. But what if I...
View Article
