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Transform Customer Data Into Profit

June 28, 2007

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Customer-first. Customer-focused. Customer- driven. Customer-centric. Customerobsessed. The words have been bandied about in the management lexicon in the last few decades as though each new wave of strategists were the first to realize that revenue comes … from customers. That fact seems self-evident, but what has been less clear is how to fully capitalize on […]

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Transforming Contact Centers Through Intelligent Communications

June 28, 2007

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Avaya is a leading global provider of business communications applications, systems and services focused entirely on serving the needs of businesses large to small. Our unique combination of communications applications, systems and services help simplify complex communications and work with existing technologies from other vendors, enabling customers to unlock value and potential from their network. […]

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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 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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