“ If companies mined the data that they were sitting on in all those megabytes of recorded customer calls, they would have a much clearer idea of what problems were costing them precious dollars in customer service. They could focus future development efforts on fixing those issues and reduce the volume of costly customer support contacts.”
Ian Jacobs, Senior Analyst, Datamonitor (DestinationCRM, June 13, 2009)
Voice of the (Social) Customer Source: Donna Fluss, DMG Consulting, March 2007 Key Speech Analytics Benefits re: Customers Savings & Benefits of Speech Analytics Hard $$ Soft $$ Staff Reduction in agents X X Reduction in QA staff X Increased supervisory efficiency X Cost Reduction in call volume x Increased FCR x Reduction in agent talktime x Reduction in hold time x Reduction in line charges x Reduction in agent turnover x Revenue Increased sales x Decreased cost of sales x Increased campaign conversion rate x Corporate Improved regulatory compliance x x Improved customer experience x Improved customer loyalty and branding x Timely competitive information x
The social customer controls the conversation, but not your business
With all the transformation going on, the use of technologies like speech analysis supports insight, it doesn’t substitute for it.
Be smart in how you interact and with the tools you use to enhance the interaction and you will benefit
Don’t change and your business will suffer
Voice of the (Social) Customer Chances are good you are a social customer. So think like one. Please.
Author: CRM at the Speed of Light (4th Edition, November, 2009) President: The 56 Group, LLC Managing Partner/CCO: BPT Partners, EVP: National CRM Assn. Co-Chair: Rutgers CRM Research Center Named #1 CRM Influencer (Non Vendor) by InsideCRM 2007 Named #1 CRM Blogger 2005, twice in 2007 by TechTarget and InsideCRM & InsideCRM 2008 CRM Magazine 2008 Top Influencer PGreenblog: http://the56group.typepad.com Social CRM: The Conversation (ZDNET): http://blogs.zdnet.com/crm Email: [email_address] Twitter: http://www.twitter.com/pgreenbe Facebook: http://www.facebook.com/pgreenbe Cell phone: 703-551-2337 THANK YOU Voice of the (Social) Customer