Leslie Ament

Organizations would do well to build decision trees and develop workflow processes to handle probable escalations or situations likely to read more

Organizations would do well to build decision trees and develop workflow processes to handle probable escalations or situations likely to occur based on previous customer interactions.

There is more communication within smaller organizations.

There is more communication within smaller organizations.

For low-priced, commodity-type products, automation is the most realistic venue as profit margins dictate that companies deploy LTC (lowest total read more

For low-priced, commodity-type products, automation is the most realistic venue as profit margins dictate that companies deploy LTC (lowest total cost of ownership) options, which are typically voice-automated, Web self-service, or offshore. For higher-priced products or consultative services such as furniture or retail financial services, the right balance between automation and live agent becomes more complex.

Aberdeen research revealed that a majority of enterprises cited customer data integration and quality issues as top challenges to effective read more

Aberdeen research revealed that a majority of enterprises cited customer data integration and quality issues as top challenges to effective customer intelligence management. According to our research, companies that exemplify Best-in-Class customer intelligence management practices reported greater than 20 percent year-over-year improvement in each of these key performance metrics: annual revenues, customer acquisition, and customer retention rates.

Whether [CDC is] acquiring the right companies or not, the strategy makes sense.

Whether [CDC is] acquiring the right companies or not, the strategy makes sense.