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Content-Centric Solutions That Transform Your Online Business

June 28, 2007

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Content drives your business. It sharpens your competitive edge. It connects people and opportunities. Harnessed well, it fuels business growth. Unlocking the value of content is what we do better than anyone. Content Drives Your Business Offers on your website, gains posted to an investment portfolio, new product descriptions for the fall catalog, critical client […]

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The Tyranny of Service Level

June 28, 2007

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Figure 1: Industry Categories and Service Level

Figure 1: Industry Categories and Service LevelHow do you run a call center efficiently and effectively to maximize caller satisfaction given the resource and budget constraints that most businesses face? What are the critical variables in providing efficient and effective call center management? Service level is used in virtually every call center (for a solid discussion of what a service level is, see [1]).

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The Intelligent Contact Center: Using Predictive Analytics to Generate Growth

June 28, 2007

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Three customer communications experts discuss analytics for identifying and developing mission-critical customer contact strategies.

Are you under the gun to drive profitable new growth? Are you exploring new ways to meet your revenue targets while at the same time deepening customer relationships and improving loyalty? Are you interested in turning your contact center into a profit center to better leverage this underutilized asset?

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Improve Agility in Contact Centers With Service-Oriented Architecture

June 28, 2007

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Figure 1: Integrated View of the Customer Information and Flow to Agent Desktop Highest Priorities

Providing superior customer service across all interaction channels is essential for all organizations. When a customer contacts the company, the business must manage that customer interaction quickly and accurately across any touch point. A poor service experience will have a negative ripple effect on customer satisfaction. Over time, it could potentially: Increase costs by potentially […]

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CASE STUDY: O.C. Tanner

June 28, 2007

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"With Avanade as our implementation partner we were able to quickly reap the benefits of a truly integrated CRM solution that supports our commitment to customer excellence." Company description For 80 years, O.C. Tanner has been an innovative force helping organizations around the world achieve the business benefits of strategic, high-impact recognition. Customer challenge O.C. […]

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CASE STUDY: Sara Lee

June 28, 2007

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Company Overview Sara Lee International is a global manufacturer and marketer of high-quality, brand-name products for consumers throughout the world. The organization has operations in 58 countries and markets with branded products in nearly 200 languages. Sara Lee International employs 137,000 people worldwide. Challenge In The Netherlands, the Shop Account Managers of Sara Lee International […]

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How Do Your Customers Feel About Customer Service?

June 28, 2007

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Studies reveal that 80 percent of consumers say customer service has a significant influence on consumers’ opinion of a company. Eighty-five percent of consumers said they would stop using a company’s product or service following a bad call center experience. The critical touch point between you and your customer is full of potential. A fully […]

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INTERVIEW: Scott Taylor

June 28, 2007

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CRM: As technology fuels a growth in customer access points – IVR, the Web, interactive kiosks, wireless services, CTI and more – is the contact center’s role in customer care diminishing? Scott Taylor: Even as companies introduce more access points to meet growing consumer demand for convenient 24×7 information access and customer service, the contact […]

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Out of the Woods: Optimizing Service Center Operations

June 28, 2007

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Introduction Businesses have been advised for years to “get closer to the customer,” yet the only part of many businesses that connects directly and regularly with customers is the customer service center. Oddly, these centers have long been stigmatized as mere back-office functions – necessary evils – rather than leveraged as tools for delivering key […]

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