| Experts Corner |  Communicating intelligently with existing customers is critical, and marketing spend is heavily weighted towards this pool. But businesses cannot afford to neglect prospecting activity. So, what techniques can businesses adopt to ensure that the search for new customers is both targeted and cost-efficient ?
David Jefferies, Marketing Director, Pitney Bowes
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| Highlights |
 Getting Off on the Right Foot: Avoiding Common Master Data Management False Starts
Companies wishing to start a master data management (MDM) project may be unsure where and how to begin. After all, MDM is a journey and success or failure at the first step either defines or dooms the further evolution of the project.
by Ravi Shankar, Director of Product Marketing
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| Abstract: David Williams, CEO of How to Experience, considers the importance of brand advertising against detailed experience design. Will customers promote your brand? It all depends on how they feel about their various interactions — and how memorable they are…. |
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| Author: By Ravi Shankar, Director Product Marketing |
| Company: Siperian |
| Doc Type: Article |
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Format: HTML |
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| Abstract: Critical master data management (MDM) functionality can be easily overlooked when request for proposals (RFP) are narrowly focused on a single business data type–such as customer (Customer Data Integration) or product (Product Information Management) – or on near-term requirements within a single business function. Consequently, IT teams and systems integrators alike run the risk of selecting and investing in technologies that may be difficult to extend to other data types or difficult to scale across the organization. |
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| Abstract: Once agents, supervisors and managers are dispersed across an enterprise traditional quality management techniques become difficult to adequately adapt and scale. As a result, quality management in a virtual environment requires a new approach that keeps everyone connected to the organization. This requires precise planning and design, from both location-to-location and-person-to-person perspectives.
For contact center supervisors, virtualization necessitates a management framework to monitor, coach and train teams. A full-featured supervisor cockpit is essential in the virtual customer interaction environment. This cockpit, which offers a "bird's eye view" into contact center operations, provides immediate access to key supervisory tools, including real-time reports of customer contact center metrics, as well as call monitoring and recording technology.
To ensure quality in a virtual world, supervisors require the following functionality:
· Real-time reports of key contact center metrics
· Alerts when events occur that exceed defined thresholds
· Ability to monitor and record agent calls
· Real-time agent status (logged in/out, available, talking) and the ability to remotely change agent status
· Real-time chat capabilities for questioning and coaching
· Intervention tools (barge in/intercept) for assisting agents in meeting customer needs and call center objectives
· Ability to push valuable information to agents during training or live call sessions
· On-demand agent re-skilling, whichgives mangers the power to respond to changing environments and reassign contact center resources where and when they are needed
In conclusion, reporting, monitoring, recording and coaching tools enable agents and supervisors to collaborate and solve customer problems instantly when they are not co-located. These capabilities will increase operating efficiency in a virtual environment and ensure quality customer interactions for optimal contact center performance.
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| Abstract: Today’s converged telecoms market is an increasingly challenging environment for operators featuring greater diversity than ever before in services, providers and pricing. Mobile operators’ portfolios often include 2G GSM, SMS, MMS, GPRS, 3G and HSPA basic services, not to mention a plethora of additional value-added services, content and applications on top. Further, there may be slightly different versions of some services, depending on the user’s handset capabilities, and these, in turn, can mean alternate pricing plans. |
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| Author: By Abhishek Joshi, CRM Consultant |
| Company: Accenture |
| Doc Type: Article |
| Pages: 7 |
Format: PDF |
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| Abstract: Web analytics is the technical term for measuring and evaluating website traffic, and in effect is a study of the impact of website on its users. The use of web analytics helps organizations maximize the value of their Internet marketing efforts. By understanding visitor behavior, organizations can tailor their marketing efforts to attract, retain, and grow the value of customers. |
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