| 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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| Author: Mark Hammond & Stephanie McReynolds |
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Doc Type: White Paper
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| Industry: Telco |
| Pages: 12 | Format:
PDF
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Size: 596 Kb |
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| Abstract: In a perfect world, customers would never call to complain.They would never dispute a bill, ask questions about how your product works, or cancel their service. When they wanted to order a new product, they’d do it at your web site. If they had a question, they’d read your Frequently Asked Questions document.Your contact center agents would spend more time turning positive customer service interactions into sales opportunities. |
| Topics:
Customer Analytics |
Customer Service |
Call Centers |
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| Author: Jim Quiggins, Vice President of Global Sales & Marketing & Nathan Stearns, Director of Training and Consulting Services |
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Doc Type: White Paper
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| Industry: Telco |
| Pages: 5 | Format:
HTML
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Size: 356 Kb |
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| Abstract: Contact center managers are hearing a great deal from vendors and analysts about optimization. The definition of optimization varies depending on who is discussing it, but most approaches tend to focus on improving agent performance. |
| Topics:
Call Centers |
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| Abstract: Traditional reports are at best clumsy mechanisms for improving contact center performance. They flood contact center staff with unsorted detail, much of which has little relevance to effective operations, and supervisors and managers spend far too much time using spreadsheets and other ad hoc tools to turn data into actionable information—information that usually arrives too late to be useful. |
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Employee Relationship Management |
Call Centers |
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| Author: Dr. Jodie Monger, PhD, President |
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Doc Type: Article
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| Industry: Telco |
| Pages: 2 | Format:
HTML
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Size: 32 Kb |
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| Abstract: We are never at a loss for numbers. We live by our center’s statistics – we continuously post the numbers, report our operational metrics, worry or feel elated by these numbers and even benchmark our operational metrics against other call centers. |
| Topics:
Call Centers |
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| Author: Cristian Parrino, VP of Strategic Alliances |
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Doc Type: Article
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| Industry: Telco |
| Industry: Utilities |
| Pages: 3 | Format:
HTML
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Size: 60 Kb |
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| Abstract: The price war is over, yet the competitive pressures remain. With the economic demands as high as ever, telcos and utilities are being forced to look inwards at their customer service and support strategies to find ways of improving customer loyalty in order to gain that competitive edge. |
| Topics:
Customer Service |
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