Join Bill Durr at the CC Demo Dallas event in the InterContinental Dallas Hotel as he discusses how cross-channel analytics can help provide insight into customer behavior.  Click here for more details.

Join Wendy Kimball of VSP Customer Care for “West for Embracing the  New Voice of the Customer: One Voice, Many Channels” http://ow.ly/65sgy

Presented by: Verint^® Witness Actionable Solutions^® and CRMXchange

Presenter: Diego Lomanto, Principal, Solutions Marketing - Analytics, Verint

Date: Thursday, September 23 – 1 p.m. ET

Register

Getting ahead of your customers’ expectations, and even reactions to doing business with your organization, can present great challenges. Coupled with the breadth of multichannel service and communications media, it begs the question: “How well are you equipped to anticipate, analyze, and act on customers’ requirements and their experiences with your organization?”

Join this session to discover the power of Customer Interaction Analytics—solutions that include speech, data and text analytics, along with customer survey feedback—and how arming your business with an “early internal warning system” can advance your organization through a proactive, customer-centric approach to sales, service, and deeper customer relationships.

Learn how Customer Interaction Analytics can help your business:

·         Gain a better understanding of customers’ wants, needs, expectations, and your ability to deliver.

·         Develop an early warning system that mines customer interactions and feedback to surface emerging trends, and areas of opportunity and improvement.

·         Anticipate sources of customer frustration in order to take proactive, corrective action.

·         Improve business insight and decision making by combining intelligence from multiple sales/service channels—including phone, email, chat, web self-service, and social media—for a more complete view of your customers.

Register

The social media phenomenon is proving to be one of the most powerful forms of communication impacting brands. Customers are sharing thoughts on products and services, good and bad service experiences, and much more. This new social “word of mouth” is the number one decision factor of 20-50 percent of all customer decisions. Furthermore, social networking is most influential for first time buyers or when products are relatively expensive-the most important transactions for most organizations.

Facebook has more than 500 million global users, and Twitter has seen over 20 billion “tweets” of which 20 percent are estimated to be related to product and services requests. There is a shear mass of consumer-generated information that transpires and increasingly influences buying decisions. Marketing departments no longer own their corporate brands… the customers do!

This can pose a threat especially for organizations that have spent years building their brand. For a customer-centric enterprise, capturing and mining this new social voice of the customer is critical, yet separating the insights from the ‘noise” may be a daunting task. Once something goes social, it’s very hard to control.  See the full article here.

If you view your customer service and contact center as an inevitable cost of doing business , you’ve apparently not been swayed by repeated studies that show:

• Satisfied customers spend more (with you).
• Dissatisfied customers not only spend elsewhere but spread negative word-of-mouth about your company.
• Consumers reward outstanding customer service with larger purchases, loyalty, and even a willingness to pay a premium.

Part of the problem may be that contact centers have historically tracked internal productivity measures that fail to show the value the center provides to the enterprise.

Today, metrics are more business-centric, capturing the Voice of the Customer—feedback on how well your products perform and how easy or difficult your organization is to do business with.

Today’s analytics produce new information and insights that can be used to improve processes, products, and performance, drive revenue, and build competitive differentiation in a highly competitive market.  Customer interaction data captured in your contact centers becomes  intelligence that can be acted on immediately.

You tell us:  What information would you like to capture in your call center that’s not currently being measured?  Please leave a comment and join the conversation.