Enterprise Call Recording, Oz Banking Customer Service Improvements, Social Media and Customers, India Turning From Call Centers?

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Enterprise Call Recording, Oz Banking Customer Service Improvements, Social Media and Customers, India Turning From Call Centers?

 

You probably don’t think of yourself first and foremost as a customer when you show up for a dental appointment, but in reality that’s what you are. So there’s no reason why dentists shouldn’t get in on all the fun of customer marketing leads and enterprise call recording just like the rest of us.

In fact, officials of the Internet Dental Alliance have announced Total Lead & Call Tracking, what they’re calling a “core feature” of the alliance’s New Patient Marketing Machine and based on its LeadFire technology.

Not what you normally think of when you think of dentists, but they’re trying to run a business as well, so why not? Jim Du Molin, founder of Internet Dental Alliance, says the LeadFire technology “lets you compare your different websites side-by-side,” to see things like “which cities and market segments are producing the most new patients for your practice.”

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Jyothi Shanbhag noted recently that Australia’s ME Bank deployed BMC Control-M Workload Automation, in the words of company officials, to “ensure it meets and exceeds customers’ expectations regarding any technology-related services.”

ME Bank is described as a banking “alternative” for industry super funds and unions.

“In 2010, the IT team ran a project to implement BMC Control-M and transform the way we do batch processing across our systems,” Shanbhag quoted Kathryn Hawkins, CIO of ME Bank as saying. ME Bank officials said the project has been a success, as they’ve seen “significant improvements” and are more proactive than reactive.

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Richard McCrossan, Strategic Business Director, Genesys, recently noted that a lot of businesses still aren’t using social media services as a customer service channel.

TMC’s Chris Freeburn wrote that McCrossan pointed to a recent study of contact centers showing that a mere 16 percent of contact center organizations thought social media was important for customer care, and few have the tools necessary to use social media as a significant customer care help, even if they wanted to.

Freeburn wrote about the “myths” McCrossan identified as keeping businesses from plunging more deeply into social media for the customer experience, such as “Oh, it’s only for kids.” In fact, McCrossan said, “Companies must understand and act on the fact that it could be the over 30s – those who are the most important to the majority of businesses – that are the most active in social media.

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TMC’s Jordan Eggers recently noted an article from The Economic Times showing that India e taking a recent anti-call center outsourcing bill from United States as a wake-up call (sorry) to look to a future de-emphasizing the call center industry.

President Obama’s State of the Union speech in January included the line that “It’s time to stop rewarding businesses that ship jobs overseas, and start rewarding the companies that create jobs right here in America.”

Of course the reference to the thousands of call center jobs American companies find can be done more economically in India, keeping costs lower for American consumers, wasn’t lost on India. The country’s Finance Minister, Pranab Mukherjee, noted correctly that “Protectionism ultimately does not help the country that resorts to protectionism.”

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