CUSTOMER — April 2015

What's Next in Customer Experience

The preoccupation with improving the customer experience by C-levels around the world has been a trend for several years. In fact, the fastest growing C-level position is customer experience management officer or some variation on the title. And, as CX becomes ever more important as the means to provide differentiated value, the preoccupation with this focus will only grow more intense in 2015...Read More >>>

How IoT Will Impact Product Design, Marketplace Expectations
The rise of the Internet of Things will require businesses to fundamentally rethink how they design, engineer, manage, and operate their products and organizations. - 04/14/2015

What's Next in Customer Experience
The preoccupation with improving the customer experience by C-levels around the world has been a trend for several years. In fact, the fastest growing C-level position is customer experience management officer or some variation on the title. And, as CX becomes ever more important as the means to provide differentiated value, the preoccupation with this focus will only grow more intense in 2015, as so will the investments in technology that help enable organizations to move the needle on customer satisfaction. - 04/14/2015

TMC Names CUSTOMER Top 50 Teleservices Outsourcing Award Winners
Each spring for three decades, TMC has delivered via CUSTOMER magazine rankings of teleservices and business process outsourcing providers. True to form, we now present the 30th anniversary edition of this program. - 04/14/2015

Six Things Inside Sales Teams Can Learn from Call Centers
I have spent a large part of my career working in the call center industry. I started out working for Accenture in the early 90s implementing call center technology for Fortune 500s, then transitioning to a managerial role at Genesys before starting two successful businesses that provided software to contact centers. - 04/14/2015

Building the Best Contact Center Experience in 2015
Businesses are competing more than ever to achieve customer loyalty given the many options available to today's consumer. With increasing stakes and multiple channels available to reach a business, a sophisticated quality assurance program is essential to understanding customer preferences. - 04/14/2015

Outsourced Call Center Solutions
Whether they ship them overseas or keep them onshore, many companies opt to outsource their call centers to other organizations that specialize in this kind of thing. Here's a sampling of what a few companies in the outsourced call center solutions space have to offer. - 04/14/2015

TMC Labs Deems TeamSupport Enterprise a Solid Value
The goal of TeamSupport Enterprise is to allow organizations to holistically help customers by interconnecting support tickets in a manner that gives businesses high-level visibility with regards to customer interactions. The company believes this is the best way to ensure customer patterns can be recognized in order to speed resolution times and eliminate redundant support costs. - 04/14/2015

Amping Up Website Search: Inbenta Leader Says AI-Based Solution is in Tune with Market Needs
The words artificial intelligence send up red flags with some people, evoking images of robots gone haywire trying to take over the human race, Inbenta CEO Jordi Torras noted during a recent conversation with CUSTOMER magazine. That's not the case at all, he said, explaining that AI is just a computer technique to make life more efficient. And that's exactly how Torras set out to use it when he founded Inbenta. - 04/14/2015

How to Improve Your Net Promoter Score By Addressing Customer Effort
Net Promoter Score, one of the most closely watched and enduring measures of customer satisfaction, provides a strong indicator of customer loyalty by assessing customer willingness to recommend a company and its products to others. But there's another important metric businesses should consider as well: Customer Effort Score. - 04/14/2015

Real-Time Results: Intraday Automation Reduces Costs and Keeps Customers Coming Back
Nobody likes to wait. Yet both customers and employees are frequently put "on hold" by businesses, which could eliminate these delays - and deliver better customer experience -if only they could take advantage of the many optimization opportunities that exist throughout the day. - 04/14/2015

Why Your Business Should Value Customer Service
Good customer service is the oil that allows your business to function properly. But delivering a consistently superior customer service experience does much more. It provides an unbeatable competitive advantage, no matter what industry you're in. To gain a better understanding of why customer experience management (CEM) is so essential, I've comprised a list of four reasons that will catapult customer service to the top of your to-do list. - 04/10/2015