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July 2011

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Customer Satisfaction IVR and Profit, ERP Growth by Gartner, Live Chat Translation, CRM and Spanish Call Centers

July 22, 2011

David Toliver, the director of Corporate Marketing for Angel, recently wrote a blog post noting that Palo Alto Networks’ senior director of Global Customer Support gave a webinar on how they achieved next-gen customer support by “rolling out a new, cloud-based IVR and call center and integrated it with their CRM system.”

 

Of course if you’re not integrating your CRM system with your IVR or call center, one may wonders why to bother having a CRM system in the first place. Chances are you could be doing a better job of it too, as the video can probably demonstrate.

Five9 On Demand Call Center, Real-Time Billing Platform, Efficient Remote Call Centers, Spanish Call Centers Expanding

July 20, 2011

Five9, who sell on-demand call center software, recently released a video explaining their offerings. They also offer hosted call center services, with thousands of agents serving over 1,000 clients, according to the video presentation.

 

Last year TMC’s Kelly McGuire spoke with M.J.

Cloud CRM Myths, More Call Center Benefit, Enterprise Password Management, Teen Social Media Usage

July 20, 2011

What would your biggest customer service myth be? Is it one of these three decisively refuted by officials of Soffront on their blog? Chances are it is.

“Price trumps quality.” Oh man, if we had a dollar for every time we’ve heard this one... Soffront officials cite a recent article in Business Insider, where Shep Hyken referenced two studies showing that “regardless of the industry, customers are willing to pay more for what they believe to be a better customer service experience.” You’d think there wouldn’t be any need to keep proving this, over and over, but hey, old myths die hard --  ask yourself, do you buy brand name products over lower-priced generic alternatives.

Quality of service, as the Soffront blog concludes, is not the only factor customers and businesses use in making purchasing decisions, but “it cannot be ignored.



Social CRM, Performance Management, Array Networks, Tom Sawyer Software

July 20, 2011

Dr. Harish Kotadia CRM Consulting Lead for Infosys Technologies, certainly knows his stuff when it comes to Social CRM. He’s recently posted a list of what he considers to be five key technological trends driving Social CRM, excerpted here: Cloud Computing/SaaS CRM.

Social Media channels (like Twitter and Facebook) generate tremendous volume of user generated content created by millions of users. It’s not possible for CRM system to import/store the data locally, unlike traditional CRM, where data was generated by few users and stored in local database.

Important Call Center Metrics, Simplifying Call Centers, Reduce Call Center Shrinkage, Telx's Brown Interviewed

July 11, 2011

One call center metric you probably want to be paying attention to is abandon rates. Abandon rate is the percentage of calls that hang up before an agent could take the call (and did not get a busy signal).

As officials of call center software vendor Monet Software say, this can mean a few things, but probably most likely is that it could be a measure of customer satisfaction -- “If customers hang up a lot, they might not like the speed of service.”

Company officials note that the longer it takes to answer a call, the higher are abandon rates. Okay, stands to reason.



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