On the 5th December 2013, Intelecom took a trip into the future to look at the trends which will influence our contact centres and the way in which we deliver customer service. Featuring a fascinating key note from Gartner, Intelecom also took the opportunity to dispel some of the myths surrounding Cloud contact centres and highlighted the growing importance of Social Media in customer service.
Customer Contact Market Report
HIGHLIGHTS
Outsourcing still provides meaningful cost savings, representing roughly 20% of the total market with approximately 2.0 million outsourced agents located primarily in India and the Philippines.
Technology developments, vendor pruning, and consumer demand push providers to expand their product, service, and channel offerings.20
M&A activity expected to increase steadily in 2017 as corporate profits and consumer spending increases.
FCC onshoring initiatives continue to create jobs within big industry players via organic growth and acquisitions.19
Steady growth opportunities on a go-forward basis as the global customer contact management market is expected to grow to $81 billion by 2018 representing a CAGR of 6.1%.
U.S. based healthcare legislative changes and requirements will increase costs and complexity of compliance.
2015 YEAR IN REVIEW
Advancing technology and differentiation boost growth rates
2015 was an exciting year for the Customer Contact Management (CCM) industry, with huge strides in technology, automation, differentiation, and omni-channel diversification. Customers want to use the channel that most quickly solves their problems, including voice, chat, text, and social media. Corporate services expanded their technology offerings making large technological advances, as witnessed with Amazon's new Alexa -- a virtual assistant that can answer a wide variety of questions from weather to traffic. These technological advances around automation create a surge of efficiency and growth opportunities for CCM businesses. According to International Customer Management Institute (ICMI), nearly 55% of customers want an automated self-service experience, increasing efficiency and decreasing costs for businesses. In addition, 80% of companies plan to use customer service as a way to differentiate themselves from their competition.4
Why companies should care about e-care, Digital customer service is now a strategic imperative, but its adoption is hampered by weaknesses in delivery strategies and incomplete measurement of its effectiveness
A PRACTICAL APPROACH TO CUSTOMER CENTRIC INTERACTIONSayodahunsi
The digital environment has dramatically changed the way customers expect and demand to engage with brands. It’s a change or die situation for businesses that need to transform quickly to integrate online and offline activities to serve customers 24x7 service in their channels of choice. At the same time, businesses need to balance their own needs for revenue uplift and cost containment within this new digital model. This session provides insight into the current customer service landscape, showcases best practices for customer engagement and provides real-life examples and results from transformative, customer-centric strategies.
Technological Transformation at MF Industry- WhitepaperIndusNetMarketing
Overview
Ever since the global crisis of 2008, the Asset management Industry has adapted transformation. It has re-instill trust and transparency with the changing customer experience. In the last six years we have witnessed many disruptors disrupting the asset management industry. In such unprecedented times, AMCs must equip with the technology to evolve and be sustainable to the near future.
What to expect?
Challenges Mutual Fund Industry Is facing during Pandemic
Trends in expanding digital landscape
Sneak-peek at A-O-S to enhance customer experience
Cloud Enabled Transformation In InsuranceCapgemini
Immature capabilities and growing market disruptors are compelling insurers to act swiftly and become fully customer centric. According to the World Insurance Report 2015 less than 30% of customers are having positive customer experiences globally forcing Insurers to reinvent their ability to deliver positive customer experience across the entire customer journey.
Capgemini's ACEs (All Channel Experience) for Insurance is built on Salesforce the leading CRM platform to help insurers improve their core capabilities and enrich customer experiences regardless of customer channel or device preferences.
Find out how Cloud-Enabled Transformation in Insurance from Capgemini and Salesforce is a faster and less disruptive way for insurers to rapidly evolve digital capabilities to achieve customer experiences that leave your customers wanting more!
On the 5th December 2013, Intelecom took a trip into the future to look at the trends which will influence our contact centres and the way in which we deliver customer service. Featuring a fascinating key note from Gartner, Intelecom also took the opportunity to dispel some of the myths surrounding Cloud contact centres and highlighted the growing importance of Social Media in customer service.
Customer Contact Market Report
HIGHLIGHTS
Outsourcing still provides meaningful cost savings, representing roughly 20% of the total market with approximately 2.0 million outsourced agents located primarily in India and the Philippines.
Technology developments, vendor pruning, and consumer demand push providers to expand their product, service, and channel offerings.20
M&A activity expected to increase steadily in 2017 as corporate profits and consumer spending increases.
FCC onshoring initiatives continue to create jobs within big industry players via organic growth and acquisitions.19
Steady growth opportunities on a go-forward basis as the global customer contact management market is expected to grow to $81 billion by 2018 representing a CAGR of 6.1%.
U.S. based healthcare legislative changes and requirements will increase costs and complexity of compliance.
2015 YEAR IN REVIEW
Advancing technology and differentiation boost growth rates
2015 was an exciting year for the Customer Contact Management (CCM) industry, with huge strides in technology, automation, differentiation, and omni-channel diversification. Customers want to use the channel that most quickly solves their problems, including voice, chat, text, and social media. Corporate services expanded their technology offerings making large technological advances, as witnessed with Amazon's new Alexa -- a virtual assistant that can answer a wide variety of questions from weather to traffic. These technological advances around automation create a surge of efficiency and growth opportunities for CCM businesses. According to International Customer Management Institute (ICMI), nearly 55% of customers want an automated self-service experience, increasing efficiency and decreasing costs for businesses. In addition, 80% of companies plan to use customer service as a way to differentiate themselves from their competition.4
Why companies should care about e-care, Digital customer service is now a strategic imperative, but its adoption is hampered by weaknesses in delivery strategies and incomplete measurement of its effectiveness
A PRACTICAL APPROACH TO CUSTOMER CENTRIC INTERACTIONSayodahunsi
The digital environment has dramatically changed the way customers expect and demand to engage with brands. It’s a change or die situation for businesses that need to transform quickly to integrate online and offline activities to serve customers 24x7 service in their channels of choice. At the same time, businesses need to balance their own needs for revenue uplift and cost containment within this new digital model. This session provides insight into the current customer service landscape, showcases best practices for customer engagement and provides real-life examples and results from transformative, customer-centric strategies.
Technological Transformation at MF Industry- WhitepaperIndusNetMarketing
Overview
Ever since the global crisis of 2008, the Asset management Industry has adapted transformation. It has re-instill trust and transparency with the changing customer experience. In the last six years we have witnessed many disruptors disrupting the asset management industry. In such unprecedented times, AMCs must equip with the technology to evolve and be sustainable to the near future.
What to expect?
Challenges Mutual Fund Industry Is facing during Pandemic
Trends in expanding digital landscape
Sneak-peek at A-O-S to enhance customer experience
Cloud Enabled Transformation In InsuranceCapgemini
Immature capabilities and growing market disruptors are compelling insurers to act swiftly and become fully customer centric. According to the World Insurance Report 2015 less than 30% of customers are having positive customer experiences globally forcing Insurers to reinvent their ability to deliver positive customer experience across the entire customer journey.
Capgemini's ACEs (All Channel Experience) for Insurance is built on Salesforce the leading CRM platform to help insurers improve their core capabilities and enrich customer experiences regardless of customer channel or device preferences.
Find out how Cloud-Enabled Transformation in Insurance from Capgemini and Salesforce is a faster and less disruptive way for insurers to rapidly evolve digital capabilities to achieve customer experiences that leave your customers wanting more!
New Standard for Customer Contact Performance
The world of customer contact was already changing dramatically. New channels were altering the way brands interacted with customers.
Automation was redefining the role of customer
engagement employees.
Cloud solutions and generational shifts were reshaping conceptions
about the traditional contact center environment.
An overview of how digital is transforming the Insurance Industry. With a case study from Nest, the UK Government's pension auto enrolment scheme on how they are embracing digital and innovation to attain strategic objectives.
Our research identified four distinct
CIO Mandates, each reflecting a different way that organisations view
the role of IT in meeting their business goals
Profitability in the Direct-to-Consumer Marketplace: A Playbook for Media and...Cognizant
Amid constant change, industry leaders need an upgraded IT infrastructure capable of adapting to audience expectations while proactively anticipating ever-evolving business requirements.
The Digital Divide in Utilities; the growing gap between customers and UtilitiesBen Gilchriest
Surveys show that utilities have realized the need for enhancing customer experience in response to increasing customer dissatisfaction (only 29% of customers trust their retailers). However, the industry’s best efforts to rebuild confidence and trust could in fact be undermined by a growing digital divide, with consumers demanding a digital experience that the industry has so far been unable to meet.
This paper explores the challenges for utilities and how they can learn from other industries, like telco, to respond.
B2B decision-maker preferences and behaviors have shifted dramatically since the onset of COVID. The GTM revolution is here and B2B sales is forever changed.
Contact centres have undergone an irreversible evolution over the last decade. Digital has changed everything. The traditional models cannot deliver omnichannel.
Customer experience is now the number one priority for businesses and your success depends on creating a differentiated customer experience across a multitude of channels.
The world renowned, 19-year-old, Dimension Data Global Contact Centre Benchmarking Report has tracked this revolution and we’ve used it to adapt our own approach. Our new Customer experience (CX) business unit has been set up with the objective of helping our clients deliver customer journeys designed for great customer experience.
http://dimensiondatacx.com/
The quarterly voice and speech technology newsletter from Business Systems, offering you the latest news and insights on call recording, quality montioring, speech analytics, PCI Compliance and much more. Featuring our latest case studies, webinars (including our latest one 'What are the most successful contact centres doing right?') and sponsored guides.
Legacy HR systems & processes have a significant impact on Diversity Hiring. Headstart & Accenture are bring a new proposition to market focused on significantly improving Diversity Hiring.
Rail Revenue World Congress brings together experts implementing the most innovative projects, new revenue strategies and business plans that are helping to grow revenue and increase customer engagement.
No matter where your interest lies, we have content, networking and new partners for you to meet.
By bringing four events together under one roof, you get to choose the sessions most relevant for you to help your business grow revenues and implement new technologies and strategies to bring real innovation to your organisation.
#SaaS is proving to be a game-changer with its cost-saving advantages for businesses of all sizes. But that's not it. Watch on to explore the possibilities.
Mr Omkar Malage, Senior Industry Analyst, Frost & Sullivan, tells us how #SaaS is shaping businesses by making technology more affordable, accessible, secure, and adaptable.
Tata Tele Business Services has a wide range of SaaS. Be technology ready with our state-of-the-art solutions:
1. Hosted IVR - https://bit.ly/2ZqjQI5
2. Hosted OBD - https://bit.ly/2YmTCKb
3. Digital Survey - https://bit.ly/2YEBJG4
4. Live Chat - https://bit.ly/2SZlvlL
5. Document Management System - https://bit.ly/2HmVCbP
Visit our website to know more about our Connectivity, Collaboration, Security, Cloud-and-SaaS, IoT and Marketing Solutions: https://www.tatateleservices.com/
Like. Comment. Share.
Place your business enquiries here: http://bit.do/eN9Tj
Follow us on social media:
Facebook: http://bit.do/eHacx
LinkedIn: http://bit.do/eHacN
Twitter: http://bit.do/eHacP
Instagram: http://bit.do/eHacT
YouTube: https://bit.ly/31nHxS9
Critical Channels of Engagement: What Consumers WantPrecisely
After this session, you’ll be able to:
- Understand the key channels of engagement for consumers
- Explore how different demographics – Generation Z, Millennials, Generation X, Baby Boomers, and the Silent Generation – wish to engage with companies
- Outperform your competitors by better engaging clients through THEIR channels of choice
Options for Customer Service Call CenterBill Kohnen
Sample Decision Process Template for US Based Company Considered Moving Customer Support Outside of the US. Assumes Company has some non call center presence outside of the US. Ultimate conclusion of this analysis was PI was best option compared to India and Ireland
New Standard for Customer Contact Performance
The world of customer contact was already changing dramatically. New channels were altering the way brands interacted with customers.
Automation was redefining the role of customer
engagement employees.
Cloud solutions and generational shifts were reshaping conceptions
about the traditional contact center environment.
An overview of how digital is transforming the Insurance Industry. With a case study from Nest, the UK Government's pension auto enrolment scheme on how they are embracing digital and innovation to attain strategic objectives.
Our research identified four distinct
CIO Mandates, each reflecting a different way that organisations view
the role of IT in meeting their business goals
Profitability in the Direct-to-Consumer Marketplace: A Playbook for Media and...Cognizant
Amid constant change, industry leaders need an upgraded IT infrastructure capable of adapting to audience expectations while proactively anticipating ever-evolving business requirements.
The Digital Divide in Utilities; the growing gap between customers and UtilitiesBen Gilchriest
Surveys show that utilities have realized the need for enhancing customer experience in response to increasing customer dissatisfaction (only 29% of customers trust their retailers). However, the industry’s best efforts to rebuild confidence and trust could in fact be undermined by a growing digital divide, with consumers demanding a digital experience that the industry has so far been unable to meet.
This paper explores the challenges for utilities and how they can learn from other industries, like telco, to respond.
B2B decision-maker preferences and behaviors have shifted dramatically since the onset of COVID. The GTM revolution is here and B2B sales is forever changed.
Contact centres have undergone an irreversible evolution over the last decade. Digital has changed everything. The traditional models cannot deliver omnichannel.
Customer experience is now the number one priority for businesses and your success depends on creating a differentiated customer experience across a multitude of channels.
The world renowned, 19-year-old, Dimension Data Global Contact Centre Benchmarking Report has tracked this revolution and we’ve used it to adapt our own approach. Our new Customer experience (CX) business unit has been set up with the objective of helping our clients deliver customer journeys designed for great customer experience.
http://dimensiondatacx.com/
The quarterly voice and speech technology newsletter from Business Systems, offering you the latest news and insights on call recording, quality montioring, speech analytics, PCI Compliance and much more. Featuring our latest case studies, webinars (including our latest one 'What are the most successful contact centres doing right?') and sponsored guides.
Legacy HR systems & processes have a significant impact on Diversity Hiring. Headstart & Accenture are bring a new proposition to market focused on significantly improving Diversity Hiring.
Rail Revenue World Congress brings together experts implementing the most innovative projects, new revenue strategies and business plans that are helping to grow revenue and increase customer engagement.
No matter where your interest lies, we have content, networking and new partners for you to meet.
By bringing four events together under one roof, you get to choose the sessions most relevant for you to help your business grow revenues and implement new technologies and strategies to bring real innovation to your organisation.
#SaaS is proving to be a game-changer with its cost-saving advantages for businesses of all sizes. But that's not it. Watch on to explore the possibilities.
Mr Omkar Malage, Senior Industry Analyst, Frost & Sullivan, tells us how #SaaS is shaping businesses by making technology more affordable, accessible, secure, and adaptable.
Tata Tele Business Services has a wide range of SaaS. Be technology ready with our state-of-the-art solutions:
1. Hosted IVR - https://bit.ly/2ZqjQI5
2. Hosted OBD - https://bit.ly/2YmTCKb
3. Digital Survey - https://bit.ly/2YEBJG4
4. Live Chat - https://bit.ly/2SZlvlL
5. Document Management System - https://bit.ly/2HmVCbP
Visit our website to know more about our Connectivity, Collaboration, Security, Cloud-and-SaaS, IoT and Marketing Solutions: https://www.tatateleservices.com/
Like. Comment. Share.
Place your business enquiries here: http://bit.do/eN9Tj
Follow us on social media:
Facebook: http://bit.do/eHacx
LinkedIn: http://bit.do/eHacN
Twitter: http://bit.do/eHacP
Instagram: http://bit.do/eHacT
YouTube: https://bit.ly/31nHxS9
Critical Channels of Engagement: What Consumers WantPrecisely
After this session, you’ll be able to:
- Understand the key channels of engagement for consumers
- Explore how different demographics – Generation Z, Millennials, Generation X, Baby Boomers, and the Silent Generation – wish to engage with companies
- Outperform your competitors by better engaging clients through THEIR channels of choice
Options for Customer Service Call CenterBill Kohnen
Sample Decision Process Template for US Based Company Considered Moving Customer Support Outside of the US. Assumes Company has some non call center presence outside of the US. Ultimate conclusion of this analysis was PI was best option compared to India and Ireland
Conferencia impartida durante el Congreso CRM + Social Media + Centros de Contato México 2011 organizado por Mundo Contact a cargo de Pedro Gomez, Senior Solution Manager de Huawei
Introduction to Medical Imaging, Basics of Medical Imaging, Fundamentals of Digital Image Processing, First chapter of Digital Image Processing Book by Rafael C. Gonzalez.
History of Computer, History of Computing, Evolution of Computer, Generations of Computer, Past Present and Future of Computer, Abacus, Differential Engine, Analytical Engine
Nationaal Benchmark en Trendonderzoek Klantinteractie 2016Ivo Heijtel
Het rapport bevat kengetallen gebaseerd op gegevens van grote en kleine contact centers, uit allerlei sectoren en regio’s. De reeks kengetallen heeft betrekking op uiteenlopende aspecten van klantinteractie, zoals performance management, financieel management, HRM, kwaliteitsmanagement e.d. Tevens komen belangrijke onderwerpen aan de orde zoals de effectiviteit van ICT-middelen, trends en uitdagingen voor de toekomst.
Centros de contacto: las demandas y requerimientos del mercadoMundo Contact
Conferencia impartida durante el Congreso CRM + Social Media + Centros de Contato México 2011 organizado por Mundo Contact a cargo de Rafael Chaparro, Account Manager de Huawei
2015 Global Contact Centre Benchmarking Report key findingsAndrew McNair
Frequently cited by industry analysts and quoted by the media, the Dimension Data Global Contact Centre Benchmarking Report is widely acknowledged as the most useful, authoritative and comprehensive report of its kind. It's designed to provide a single point of reference on key aspects affecting customer
management in today's contact centres.
2015 Global Contact Centre Benchmarking Report key findingsDImension Data
Key findings from the 2015 Global Contact Centre Benchmarking Report. Based on data collected from 901 organisations from 72 countries, this report presents a comprehensive global overview of the state of multichannel interactions, and customer management in contact centres.
For further information, and to get your copy of the Report, visit: www.dimensiondata.com/ccbenchmarking
Mobile VAS and Multimedia Ecosystem and Value‐Chain over 4G and 4.5G Network ...Ali Saghaeian
The slides cover a broad range of topics, including:
4G and 4.5G as the Next Uplift of Growth
The Evolution of Mobile Operators' Business Model
Possible Changes in the Value Chain
How to take the Smart Pipe VAS Strategy
Data as the key to create Competing Value
Key Drivers and Success Factors in Future Networks
Operators' Strategies in the Value Chain
Digital Economy and the Evolving Ecosystem
The pervasiveness of digital technologies is reshaping aftermarket. e-tailing is gnawing away the market for spare parts as more people are buying online, social media is influencing the consumption of aftermarket services and customers are demanding deeper 24*7 experiences. In this article Browne & Mohan consultants showcase the drivers of digital transformation and adoption for aftermarket.
Going Digital: A guide for Service Providers – The Executive EditionAmdocs
This recap of the "Going Digital - A guide for service providers" webinar looks at some of the findings presented to service providers around the topic of digital transformation
Digital customer experience report 2020Duy, Vo Hoang
Digital customer experience report 2020.
Bernard Slowey, worldwide lead for digital customer
support at Microsoft, maintains one of the biggest
mistakes in digital CX is not having a dedicated team.
“A lot of companies have teams of people focused on
call centers, as well as improving minutes-per-incident
and handle times for voice calls with customers, but
then digital is merely treated as a bolt-on to support
organizations,” says Slowey.
More than a third of our research group (36 per cent) is
seemingly making this mistake. For these brands
digital experiences are supported by multiple
functions, potentially between marketing, CX and
customer service departments. This dispersed setup
can result in customers receiving conflicting and
disjointed digital experiences.
However, the majority of the respondents (64 per cent)
recognize the value of dedicated digital experience
teams, which is an 18 per cent year-on-year increase.
Within 18 months of building its dedicated digital
customer support department, Microsoft’s digital team
achieved a 3× ROI (return on investment). This result was
obtained by solving customer issues digitally and so
reducing the volumes shouldered by more expensive
support channels such as voice.
Fuji Xerox 10 Hottest Trends in Corporate DigitilisationCassandra Powell
In this Slideshare we cover the hottest key market trends that are shaping the future for any organisations actively seeking to achieve better business outcomes through digital transformation.
In this Slideshare, Fuji Xerox covers the hottest trends for any organisations actively seeking to achieve a more efficient business workflow through digitalisation.
This presentation provides an overview of the collaboration program underway at TM Forum, where over 70 companies are coming together to address industry-level challenges in adopting Artificial Intelligence by the telecom industry.
Learn how the shift of back office systems to new cloud-based digital platforms is transforming how insurance and other financial products are administered and customers are handled.
Similar to Global Contact Centre Benchmarking Report 2015 CCW Berlin (20)
Implicitly or explicitly all competing businesses employ a strategy to select a mix
of marketing resources. Formulating such competitive strategies fundamentally
involves recognizing relationships between elements of the marketing mix (e.g.,
price and product quality), as well as assessing competitive and market conditions
(i.e., industry structure in the language of economics).
Company Valuation webinar series - Tuesday, 4 June 2024FelixPerez547899
This session provided an update as to the latest valuation data in the UK and then delved into a discussion on the upcoming election and the impacts on valuation. We finished, as always with a Q&A
Digital Transformation and IT Strategy Toolkit and TemplatesAurelien Domont, MBA
This Digital Transformation and IT Strategy Toolkit was created by ex-McKinsey, Deloitte and BCG Management Consultants, after more than 5,000 hours of work. It is considered the world's best & most comprehensive Digital Transformation and IT Strategy Toolkit. It includes all the Frameworks, Best Practices & Templates required to successfully undertake the Digital Transformation of your organization and define a robust IT Strategy.
Editable Toolkit to help you reuse our content: 700 Powerpoint slides | 35 Excel sheets | 84 minutes of Video training
This PowerPoint presentation is only a small preview of our Toolkits. For more details, visit www.domontconsulting.com
Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
How to Implement a Real Estate CRM SoftwareSalesTown
To implement a CRM for real estate, set clear goals, choose a CRM with key real estate features, and customize it to your needs. Migrate your data, train your team, and use automation to save time. Monitor performance, ensure data security, and use the CRM to enhance marketing. Regularly check its effectiveness to improve your business.
In the Adani-Hindenburg case, what is SEBI investigating.pptxAdani case
Adani SEBI investigation revealed that the latter had sought information from five foreign jurisdictions concerning the holdings of the firm’s foreign portfolio investors (FPIs) in relation to the alleged violations of the MPS Regulations. Nevertheless, the economic interest of the twelve FPIs based in tax haven jurisdictions still needs to be determined. The Adani Group firms classed these FPIs as public shareholders. According to Hindenburg, FPIs were used to get around regulatory standards.
An introduction to the cryptocurrency investment platform Binance Savings.Any kyc Account
Learn how to use Binance Savings to expand your bitcoin holdings. Discover how to maximize your earnings on one of the most reliable cryptocurrency exchange platforms, as well as how to earn interest on your cryptocurrency holdings and the various savings choices available.
LA HUG - Video Testimonials with Chynna Morgan - June 2024Lital Barkan
Have you ever heard that user-generated content or video testimonials can take your brand to the next level? We will explore how you can effectively use video testimonials to leverage and boost your sales, content strategy, and increase your CRM data.🤯
We will dig deeper into:
1. How to capture video testimonials that convert from your audience 🎥
2. How to leverage your testimonials to boost your sales 💲
3. How you can capture more CRM data to understand your audience better through video testimonials. 📊
Personal Brand Statement:
As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
Top mailing list providers in the USA.pptxJeremyPeirce1
Discover the top mailing list providers in the USA, offering targeted lists, segmentation, and analytics to optimize your marketing campaigns and drive engagement.