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Customer contact in education? You bet
There’s something about early September that takes me back to the carefree days of being in college, especially when there were no exams till mid-October. I better move on before I digress too far. So...
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Want Deeper Customer Engagement? Let’s Talk Speech Analytics
What you can learn through your recordings is a huge, untapped amount of customer understanding. When you can integrate that data with your overall analytical plan, you get deeper, holistic view into...
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Building a “Fair, Innovative, Respectful, Sincere and Trustworthy” Solution
So rarely in business are we given the opportunity to build anything from scratch. In fact, the luxury of a blank slate is almost nonexistent in the IT world, where legacy systems are regularly...
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Diapers and Dialers: What Contact Centers Can Learn from Target’s Pregnancy...
Last week, Mitch Wagner, editor in Chief at The CMO Site put out a blog post on how Target Knows You’re Pregnant Before the Stork Does that I thought had some interesting relevancies to the contact...
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Social Business Part II: From Sociability to Reality
In my last post on social business, I talked about social business being a powerful global conversation: a conversation that allows us to share information at blinding speed. I mentioned one example of...
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Bridging the Gap between Social CRM and the Enterprise
Any casual observer can see the impact social media has had on the way we as consumers create, retrieve, and share information in our day-to-day lives. Companies enthusiastically jumped into social...
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Better, Usable Data Key to Effective Social CRM Measurement
Last week, ChannelBiz posted an article noting that about half of the Fortune 1,000 companies will not experience an ROI on their social CRM investment by the end of 2012. The author noted a lack of...
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Building Student Relationships: A Customer Experience Model for Recruiting...
High-school seniors get a lot of mail. That means that sending a really stand-out brochure into a mail drop of ten others much like it reduces your chances of standing out much at all. When email...
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WFO Outlook Part II: The Shoulds and Shouldn’ts of Implementation
In my earlier post, I looked at what growth trends are driving workforce optimization expansion. In this post I’ll point to some things to look for when implementing a WFO solution. The first bit of...
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ERP, CRM and BPM vs. Business Process Optimization
When I speak to customers about business process optimization many have the initial reaction of, “isn’t this part of ERP or CRM?” or, “how does this differ from BPM?” They may be surprised to learn...
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Using CRM to its Fullest Extent: Experience Growth and Reduce Costs
Recently, Demand Engine (an enrollment consulting, marketing software, and digital marketing services company) completed research on how colleges and universities are using customer relationship...
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Unleash your CRM Software to Be at the Heart of Total Customer Care
With the explosion of connectivity, mobile device usage and social platform proliferation, it has become easier than ever for consumers to engage in dialogs about your organization, your brand and your...
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Sweet! Contact Center Technologies that Drive Success [Infographic]
Next week we’ll be attending the 10th Anniversary of Frost & Sullivan’s Customer Contact East. And not only that, Aspect is pleased to be sponsoring one of the “sweetest” spots at the event – the...
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The Dawn of the Era of “Human-assisted Machine Service” in Customer Care
For the longest time, we have looked at how to complement human labor in the contact center with computer programs – to reduce costs, provide 24×7 service, and offer quicker access to basic...
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Experience Continuity: How to Define an Exit Strategy for Your Self-Service
Self-service is on the rise. And with the mobility revolution started by Apple’s introduction of the iPhone, consumers around the world have realized the potential of finding answers to their business...
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Infographic: Achieving Total Customer Care Using CRM and Omni-Channel Contact
Two questions, one answer. Do you want to get more value out of your CRM system? Do you want to get more value out of your Contact Center solutions? If the answer to either question is “yes” then...
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Interaction Management Meets Relationship Management
I just finished reading the book “The ONE Thing” by Gary Keller. It got me thinking about how to apply that One Thing thinking in my career. Currently my “ONE thing” is to tell the story of how...
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Customer Experience Boot Camp: Basic Training for Superior Omni-Channel...
Fitness boot camps often promise fast results. What if you could apply that same intensity to other parts of your life? What if you could spend just 10-minutes once a week for five weeks and be...
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WFO Outlook Part II: The Shoulds and Shouldn’ts of Implementation
In my earlier post, I looked at what growth trends are driving workforce optimization expansion. In this post I’ll point to some things to look for when implementing a WFO solution. The first bit of...
View ArticleClik here to view.
ERP, CRM and BPM vs. Business Process Optimization
When I speak to customers about business process optimization many have the initial reaction of, “isn’t this part of ERP or CRM?” or, “how does this differ from BPM?” They may be surprised to learn...
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