The document discusses using analytics to better understand customer interactions and optimize customer management. It describes mapping interactions based on their complexity and impact to route them to the most appropriate channel or agent. Analyzing data from multiple sources about interactions can provide insights to define optimal strategies for different types of contacts. Outsourcing certain interactions, like using a business process outsourcing partner, can improve efficiency when the analytics show it is suitable.
Thought Paper:Four Strategies to Build the Smarter BankInfosys Finacle
Robert Kiyosaki, American investor and author (of Rich Dad Poor Dad fame), hits the nail on the head when he says, “You have to be smart. The easy days are over.”
As consumers go about trying to manage their money, there is an opportunity for banks to show them that they’re not alone – by being the ideal financial partner that listens, understands needs, shows respect, acts with integrity, serves with a purpose and exceeds expectations through its products, services and financial guidance.
In other words, by becoming a smarter bank.
Changing the ‘experience’ of customer experienceEsteban Kolsky
Slide deck from 07-12-2011 Webinar with SAP and Management IQ. Talks about how to do Customer Service better by focusing customer experience, and how to accommodate the current issues in Customer Service in the design.
Thought Paper:Four Strategies to Build the Smarter BankInfosys Finacle
Robert Kiyosaki, American investor and author (of Rich Dad Poor Dad fame), hits the nail on the head when he says, “You have to be smart. The easy days are over.”
As consumers go about trying to manage their money, there is an opportunity for banks to show them that they’re not alone – by being the ideal financial partner that listens, understands needs, shows respect, acts with integrity, serves with a purpose and exceeds expectations through its products, services and financial guidance.
In other words, by becoming a smarter bank.
Changing the ‘experience’ of customer experienceEsteban Kolsky
Slide deck from 07-12-2011 Webinar with SAP and Management IQ. Talks about how to do Customer Service better by focusing customer experience, and how to accommodate the current issues in Customer Service in the design.
Finacle - Bank Customer Service: Click or Dial versus Branch BankingInfosys Finacle
Finacle paper on bank customer service analyses important factors that impact the adoption of technology on the banking ecosystem and how the effective balancing of the human factor against technology adoption can contribute to a fuller realization of banks goals.
Combining their experience, SAP and Dassian, a certified SAP software and development partner, identified five critical areas of transparency for government contractors to help them in the following ways.
Pivotal CRM for Financial Services offers comprehensive, integrated, industry-specific capabilities that increase insight into operational performance, streamline processes across the firm, and improve responsiveness to client demands
Case Study: More Than Just Facebook for Business: Translating Social Interactions into Actionable Social Intelligence
Presented by: Alan Nugent, CEO, Mzinga
Business is inherently social—and accordingly, many brands around the world have already embraced social technologies as a way to engage customers and raise brand awareness. But social solutions are more than just Facebook for business. A comprehensive, well-planned social ecosystem can provide enormous benefits that span the enterprise—and can help organizations gain valuable insight into meeting customer needs, improving loyalty, and sustaining and growing revenue.
www.bdionline.com
Customer relationship management continues to be a vital strategy for achieving higher profitability, improved productivity, lower costs, stronger customer retention, and greater insight into customer and prospect behavior. CRM technology and outcomes over the past two decades, it is also true that many companies still struggle to implement their CRM system effectively and achieve the results they expect from these powerful information systems. The critical nature of human factors at work in a CRM initiative demands that you focus as much attention on the people using the system as you do on the software.
Slide deck from the Webinar with KANA Software to discuss the rise of knowledge infused processes, evolution of knowledge in the organization, and providing better self-service solutions.
Customer experience is made up of the sum of interactions and touch points with all the people, products and services a company provides to or for them. Customer service experience is a subset of the overall customer experience. Specifically, a customer service experience is the sum of the interactions between you and your customers when they are trying to communicate with or to you, often regarding something that has gone awry. Customers of all types (not just social customers) are emotional and tend to rate experiences based upon the expectations set (either specifically, or ones we set in our mind) – yes, they are often shared. The simple question is: “Is your business organized in such a way to accelerate your company’s ability to deliver a service experience, which meets or better, exceeds customer expectations?”
So if the bank of the future is really the “bank of now”, what does that mean? It means that you have to take action now, today, to create a banking environment that’s capable of taking on the challenges of a rapidly changing marketplace.
Finacle - Bank Customer Service: Click or Dial versus Branch BankingInfosys Finacle
Finacle paper on bank customer service analyses important factors that impact the adoption of technology on the banking ecosystem and how the effective balancing of the human factor against technology adoption can contribute to a fuller realization of banks goals.
Combining their experience, SAP and Dassian, a certified SAP software and development partner, identified five critical areas of transparency for government contractors to help them in the following ways.
Pivotal CRM for Financial Services offers comprehensive, integrated, industry-specific capabilities that increase insight into operational performance, streamline processes across the firm, and improve responsiveness to client demands
Case Study: More Than Just Facebook for Business: Translating Social Interactions into Actionable Social Intelligence
Presented by: Alan Nugent, CEO, Mzinga
Business is inherently social—and accordingly, many brands around the world have already embraced social technologies as a way to engage customers and raise brand awareness. But social solutions are more than just Facebook for business. A comprehensive, well-planned social ecosystem can provide enormous benefits that span the enterprise—and can help organizations gain valuable insight into meeting customer needs, improving loyalty, and sustaining and growing revenue.
www.bdionline.com
Customer relationship management continues to be a vital strategy for achieving higher profitability, improved productivity, lower costs, stronger customer retention, and greater insight into customer and prospect behavior. CRM technology and outcomes over the past two decades, it is also true that many companies still struggle to implement their CRM system effectively and achieve the results they expect from these powerful information systems. The critical nature of human factors at work in a CRM initiative demands that you focus as much attention on the people using the system as you do on the software.
Slide deck from the Webinar with KANA Software to discuss the rise of knowledge infused processes, evolution of knowledge in the organization, and providing better self-service solutions.
Customer experience is made up of the sum of interactions and touch points with all the people, products and services a company provides to or for them. Customer service experience is a subset of the overall customer experience. Specifically, a customer service experience is the sum of the interactions between you and your customers when they are trying to communicate with or to you, often regarding something that has gone awry. Customers of all types (not just social customers) are emotional and tend to rate experiences based upon the expectations set (either specifically, or ones we set in our mind) – yes, they are often shared. The simple question is: “Is your business organized in such a way to accelerate your company’s ability to deliver a service experience, which meets or better, exceeds customer expectations?”
So if the bank of the future is really the “bank of now”, what does that mean? It means that you have to take action now, today, to create a banking environment that’s capable of taking on the challenges of a rapidly changing marketplace.
New Sourcing Strategies: The role of Outsourcing and Homeshoring in Contact C...EightyTwenty Insight
Are Mixed Model Operations an opportunity for contact centres to access skills,
capabilities and lower costs in harsh times? Or an overly complex solution which risks
damaging service and brand?
The challenges faced by organisations with large-scale contact centre operations have
recently become more acute and complex and the balance between cost containment
and customer needs has never been more difficult to achieve. Web 2.0 (consumer to
consume) behaviours will reduce the amount of contact and make the remaining quality
of interactions even more vital to customer retention. More radical thinking is required to
achieve this balance. The Contact Centre has to have Board level support and
organisations have to think more like their customers. Alternative Sourcing Models and
new technology (often hosted) will need to be embraced to keep pace.
Even the largest companies will benefit from partnering with external providers as
technology becomes the key driver of value and savings. Outsourcing, Shared Services
and Homeshoring pose less risk and offer real value and will continue to grow but
companies must get smarter about how to exploit them to their full potential. Sourcing
strategies need to be better thought through and become more sophisticated if these
alternative models are to be fully exploited.
This paper provides an informed and independent view on the evolution and value of Outsourcing and the Mixed Sourcing Model in contact centre operations, particularly in light of the current, urgent need to reduce costs and the rapidly changing consumer demands. It further highlights many of the current Contact Centre trends and issues, both strategic and operational, and focuses on the use of Alternative Service Delivery Models (ASDM’s) such as outsourcing and home-shoring in meeting these challenges.
How important is customer satisfaction for your business today? Meeting the needs of the customer through business process outsourcing is the new lynchpin for organizations when it comes to determining their profits. Customer service outsourcing is no longer a novelty. It is a necessity. There is now an increasing need to strike a balance between customers and shareholders. Is your organization equipped to address this need?
Making Analytics Actionable for Financial Institutions (Part I of III)Cognizant
To maximize ROI from their analytics platforms, financial institutions must build solutions that explicitly, visibly and sustainably enable real-time translation of data into meaningful and continuous improvements in their products, services, operating models and supporting infrastructures.
VINVOX’s telematics applications help automotive industry clients secure customer loyalty, win new business, and make informed strategic decisions based on accurate real-time data.
VPN as the Key for a Successful MSP BusinessSafar Safarov
“VPN as the Key for a Successful MSP Business” is a Tactical eHandbook that reveals Virtual Private Networks as the tactics of a successful delivering of managed services and presupposes that you are an IT Services Provider whose strategy is delivering of managed services already. Please be aware that Virtual Private Networks are considered in the eHandbook as a way of delivering of managed services, but not as a service itself.
Designing The User Experience In The Contact CenterRobert Schumacher
This paper describes some principles for designing user experiences in contact centers. Some of the issues of the environment, tasks, and user characteristics make user interface design in the contact center more challenging.
Transforming the Contact Center in a Multi-Channel Banking OrganizationSimon Angove
In a rapid changing multi-channel banking industry contact centers must transform their operation or face obsolescence. Those that do can play a critical role in improving customer satisfaction and loyalty and generating revenue.
Customer centric digital platform for utilities: Process to valueCapgemini
New digital technologies like smart metering and smart
homes, together with the rise of mobile connectivity and
social media, are playing a major role in transforming
how utilities and customers interact
Telecom Customer Experience Management - An Analytical Approach for Simplific...Communications 2025
Authors: Amresh Nandan, Tony Hines
Abstract: Customer Experience Management (CEM) can be a highly complex, resource intensive, and at times, a ‘leading to no-where’ program. However, it is imperative for Communication Service Providers (CSPs) who are deeply affected by value-chain shifts, disruptive innovations, and the inherent complexity of their operations. While there are some genuine efforts, there exists a significant amount of cosmetic effort in the name of CEM, evident in global survey reports. This has resulted in the perception that CEM is merely a buzzword. One of the reasons behind this lies in the inherent complexity of the subject. A constructive way to address this is by simplifying the approach. This would ensure a scientific and analytical step-by-step process that may be monitored, controlled and tailored, to suit organizational goals and next financial year’s strategy. This paper discusses an analytical approach towards a CEM construct which can be designed, developed and executed as an eight-stage program by CSPs.
How To Improve Your Bottom-Line Through Better Agent ExperienceLiveops
The connection between agent experience and customer experience and its bottom-line impact has been inferred over the years, but a new study conducted by Liveops & Dr. Natalie Petouho's Customer Experience Research Group looked more closely at this impact on both operational costs and revenue generation in the contact center.