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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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Putting the Customer Back Into Customer Relationship Management

June 28, 2007

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Figure 1: Speech Intelligence Methodology

Recorded calls between the agent and customer are the definitive representation of how business is being handled in the organization. Although hours and hours of these customer calls are being recorded, very few companies are leveraging the vast amount of business intelligence hidden in these audio files. Not making the most of this intelligence can […]

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The Customer Service Challenge: Creating the ‘Perfect’ Customer Call

June 28, 2007

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Figure 1: Satisfaction Rate With Types of Customer Service

For many companies, seizing growth opportunities hinges on becoming more customer-centric while continuing to hold down operational costs. Unfortunately, achieving both goals simultaneously often proves difficult. Actions intended to lower service costs can severely compromise service quality, while high-quality, high-touch service may please customers but wreak havoc with the bottom line. In our experience, most […]

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