Institute associates are available to deliver in-depth leading-edge keynote presentations at conferences and company meetings on a variety of Customer Care topics.
"Epiphenomena" is a name that our VP of Analytics came up with to describe a set of problems in web analytics that are becoming increasingly central and are especially important to understanding the analysis of ad-based content.
Many people don't realize that a revolution is taking place in the contact center as a result of self-service. Interactions that require standard scripting and basic answers are now being handled as self-service via the Web, or speech-enabled interactive voice response systems (IVRs).
While larger businesses often conduct detailed TCO studies to evaluate their purchases -- leveraging data from high-priced market research firms -- SMBs often do not have that luxury.
Most consumers who use the phone to communicate and have contacted a company via their contact center have probably heard the recorded message that their call may be monitored for training purposes.
Online surveys are becoming more popular and easier to use, and while their ability to find out exactly what customers want promises a goldmine for CRM, their real potential is not always tapped.
Today, more and more IT departments consider on-demand technology both as a viable alternative to premise-based solutions and an important tool to gain competitive advantage.
Today’s leading companies are looking to technology to help engage customers and enhance the customer experience. The problem is too many companies start with the technology first.
