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My company has been focusing a lot of effort on developing an integration, multi-channel communications strategy for 2010. We firmly believe that our marketplace consists of individuals who each may prefer IM, web searching, social media, blog, email, telephone and in-person communications.
There has been much discussion lately about which is more important. I am preaching that each is most important, depending upon the individual who is communicating with us.
Some people believe phone calls carry the highest urgency and drive the fastest response. Others prefer social media and IM because it is what they are most comfortable with.
The company implemented a call recording solution to capture "voice signatures," eliminating the need for paper forms to be sent in. The results include a faster sales process, an immediate increase in monthly sales of 74% and approx. $1.8M in additional revenues. Continue Reading...
Our healthcare system has too many competing interests and the power is in the hands of the payers. Simply using electronic records for health management will not change the situation. Medical providers must be vigilant documenting their communications in a manner that makes it easy to rapidly provide documentation when necessary to speed access to payments and externally provided services.
Voice documentation has a lot of promise in this field to streamline the flow of money and remove some of the operational inefficiencies plaguing the system.
I constantly feel tension between the sophisticated needs of the contact center and the demand for simplicity from the rest of the business in this sector. It's easy to be pulled too far in either direction and leave a significant portion of the user base dissatisfied.
Today I got to spend time using the Alpha-release of our forthcoming software version. It really got me thinking about how much room there is for us to make easier the job of contact center management. Our industry has done much to capture and aggregate information but not nearly as much to identify singular instances of success or issues whenever that may be convenient.
The good news is my time away has me refocused and charged up. I spent time last week at Mitel's business partner forum showing some of our recent innovations. Continue Reading...
Social media in business has been my pet topic of late. I believe network convergence has matured and is driving very creative application development focused on combining people and ideas rather than forms of communication. As these apps take root latency in decisions becomes less and less and organizations become smarter due to the network effect. It's the virtual equivalent of putting everyone in one room until a given problem is solved.Continue Reading...
I think call recording can be a critical link between voice communications and these social media applications. Creating digital media out of voice communications that is indexed and automatically associated with the proper topic threads with the necessary layer of access permissions would streamline business communications by speeding information sharing and reducing miscommunications in an asynchronous way that works better in today's ever-more-busy lifestyle.
What do you think? Would you want to have some or all telephone conversations automatically published to subject-appropriate portals? Continue Reading...
I also know this is not easy. Many customers do not want to take the time to tell me how to improve my business. Many contacts within my customers are content but somewhat disconnected from day to day use of our products. Continue Reading...
Per research conducted a few years ago by the American Medical Association it is quite common for insurers to reduce, delay and deny claims that should be authorized. Continue Reading...
Maintaining high customer satisfaction levels in consumer services can be quite daunting. The first experience is typically a phone call to check prices, determine availability and schedule service. Then, an employee with little or no direct supervision will go onsite with a mission to deliver the service to the customer's satisfaction and collect payment, often after attempting an upsell to a premium service or to include an add-on.
Take for example, carpet cleaning. When scheduled, the consumer is usually thinking "I just want a clean, comfortable home for my family." But there are so many options and the prices can vary substantially.
We recently documented the case of a Stanley Steemer franchise in San Diego, CA, who uses our recording technology to ensure proper customer communications and immediately resolve any disputes over included services, schedules and pricing.
End users need solutions to real problems around customer retention, business protection and cost reduction. Channel partners and VAR's are a sharp bunch; they want to sell what customers want.
So I am excited about our present opportunities. I'm interested to know what others think. Continue Reading...