Customer Relationship Centre: “Contact Center Excellence” Author Shares Insights for Getting to World Class

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Brian recently authored, “Contact Center Excellence: Standing Out From The Crowd,” where he draws on his IBM and Target contact center leadership experience and personal reviews of nearly 300 centers. He writes and speaks frequently on topics such as strategy, contact center maturity, and engagement.

In the radio interview he shares some of his key findings from the best run contact centers. Brian offers a set of principles to guide leaders looking to drive their organizations from “good” to “world class.”

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Banking Section:From Science To Art: Big Data Can Paint A Clear Picture For Banking CMOs, CIOs

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Financial marketers are under immense pressure to manage emerging challenges and lead new strategies that blend branch, online, mobile and social channels for their business. The movement to mobile and digital channels has spurred banks and credit unions to make sense of the vast volumes of information generated by those channels to draw new insights and create new products.

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Auto Section:’Ask Movement’ Helps Launch Electric Car in India

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“Ask” resonates with India’s increasingly bold, assertive and demanding youth. It reflects Mahindra’s commitment to ask tough questions and enable higher standards.

The 90-second film features people asking urgent questions about life, society and the environment, using a “rising hand” as a visual motif to denote questions. It ends with a call to participate in the movement on http://www.mahindrae2o.com

Project Management: Five Ways Gen Y Will Alter Project Management

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The fundamental difference between Gen Y and Gen X is that members of the former have had easy, ready-access to technology for much of their lives. This significantly influenced and changed the generation’s behavior, needs and expectations. It follows that project management in the era of Gen Y will also undergo significant changes.

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Mark Hurd on the Customer Revolution: Oracle’s Top 10 Insights

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The ability to relentlessly deliver connected, personalized and rewarding customer experiences is rapidly becoming one of the primary sources of competitive advantage in today’s dynamic global marketplace. And the inability or unwillingness to realize that the customer is a company’s most important asset will lead, inevitably, to decline and failure.

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Analytics Section: Analytics Is Like Driving

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While we’re all standing around and looking at the trunk of the tree, business intelligence (BI) concerns itself with the roots. BI is all about understanding the complexity of business processes and things that go on behind the scenes (underground).

However, digital analytics, says Stéphane, is about customers – all those green leaves, waving around in the air. Digital analytics is about the complexity of the public and their reactions to breezes and diseases and…well, you get the point.

It’s wonderful when an analogy just puts everything into perspective.

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Bank Section: Five Key Questions about Retail Banking’s Future

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The economy and new regulations have made it increasingly difficult for banks to turn a profit from the old bread-and-butter business of taking deposits and lending money. At the same time, competition for this business is mounting. In recent weeks, banks of all sizes have tried to rethink their branch strategy, their staffing costs, their technology offerings and their alternate sources of consumer banking revenue.

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