Richard Snow's Analyst Perspectives

CallCopy Continues To Refine Agent Performance Management

Posted by Richard Snow on Jul 29, 2011 11:20:35 AM

About a year ago I wrote that CallCopy had emerged as a major vendor of agent performance management (APM) software. Ventana Research has updated its definition of APM to mean the people, processes, information and systems involved in effectively managing the entire workforce that handles customer interactions, and this includes interaction recording, quality monitoring, workforce management, training, coaching, incentive management , agent-related analytics and performance management. Our revised definition recognizes that companies now have to manage more channels of communication and that more people, including home workers, are engaged in handling interactions. 

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Topics: Predictive Analytics, Customer Analytics, Customer Data Management, Customer Experience Management, Customer Feedback Management, Operational Performance Management (OPM), Social CRM, Speech Analytics, Voice of the Customer, CallCopy, Cloud Computing, Customer Service, 360-degree view of the Customer, Agent Performance Management, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Text Analytics, Unified Communications, Workforce Management

Verint Expands Feedback Management with Vovici

Posted by Richard Snow on Jul 28, 2011 11:25:39 AM

Verint recently announced that it has acquired Vovici,a vendor of enterprise feedback management systems. In light of the fact that Verint was recently rated the top vendor in the Ventana Research Value Index for Customer Feedback Management, at first it seemed odd that the company would buy another that offers a very similar product. In this situation the business driver often is to gain market share, with the net effect being that customers are left with fewer choices. Looking deeper reveals that is not so in this case; comparing the two product sets and target markets you can see benefits for current and future customers. Verint has positioned itself in the customer feedback market and has mainly focused on collecting customer feedback through IVR surveys. In contrast, Vovici has been in the enterprise feedback market and has capabilities for collecting feedback through channels other than IVR, and it also collects employee feedback as well as customer feedback. Thus the combination of the two product sets now enables Verint to offer survey collection and analysis across all channels, both for customers and employees. The Vovici product set also has capabilities to create and run social media-based groups, which provide another avenue for communicating with customers. 

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Topics: Predictive Analytics, Social Media, Customer Analytics, Customer Experience Management, Customer Feedback Management, Operational Performance Management (OPM), Speech Analytics, Voice of the Customer, Call Cente, rCustomer Service, Cloud Computing, 360-degree view of the Customer, Contact Center, Contact Center Analytics, Customer Performance Management (CPM), Desktop Analytics, Text Analytics, Verint, Vovici

Optimizing the Customer Experience Requires Dedication

Posted by Richard Snow on Jul 18, 2011 12:25:42 PM

In my research area, a lot is said and written these days about optimizing the customer experience. Some say it is done by improving key performance metrics such as customer satisfaction (CSAT), net promoter score (NPS) and customer effort score (CES). Others say customer experience management (CEM) is the “new CRM”; some think it is part of a multichannel service strategy, and for others it is as simple as managing social media. In my view it takes all of these, and other efforts, to optimize the customer experience, and thus it is difficult for companies to achieve. Customer experience management is the practice of managing the effectiveness of customer interactions so the outcome meets the customer’s and the company’s expectations. In any case, the key question is how companies achieve this goal. 

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Topics: Predictive Analytics, Social Media, Customer Analytics, Customer Experience Management, Operational Performance Management (OPM), Social CRM, Speech Analytics, Voice of the Customer, Cicero, Cincom, MarketTools, ResponseTek, Cloud Computing, Customer Service, 360-degree view of the Customer, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Text Analytics, Confirmit, OpenSpan, UpstreamWorks, Verint

SAS Helps Optimize Key Business Processes

Posted by Richard Snow on Jul 7, 2011 1:20:00 PM

If you look at the SAS Institute home page it appears easy to identify what it does – “the leader in business analytics software and services, and the largest independent vendor in the business intelligence market.” My colleague recently assessed them as the multi-billion dollar business analytics supplier which I would agree. However, at the company’s recent analyst event I learned that this description only skims the surface of what it really does; even SAS CMO Jim Davis said he couldn’t be sure of the exact number of products it has (more than 200). Some things, however, are more evident: SAS is successful, with revenues up 6.7% on a like-by-like basis from last year; staff numbers continue to grow (up 2.4% from 2010 and 2011 already showing a 4.9% growth); Fortune named it one of the best places to work; customer satisfaction scores are at an all-time high; and it has enough cash in the bank to be self-funding and able to execute an extensive acquisition program, including companies such as DataFlux, which specializes in data management.

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Topics: Predictive Analytics, SAS, Social Media, Customer Analytics, Customer Data Management, Customer Experience Management, Operational Performance Management (OPM), Social CRM, Speech Analytics, Voice of the Customer, Business Mobility, Cloud Computing, Customer Service, 360-degree view of the Customer, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Text Analytics

Managing Customer Communications in a Multichannel World

Posted by Richard Snow on Jul 1, 2011 12:53:31 PM

In the customer service and contact center markets we used to talk about phone calls, letters, faxes and email; now we talk about “communications,” “interactions,” “contacts” and “touch points.”These four terms are used almost interchangeably to talk generally about actions involving customers and can include all forms of communication – calls, documents (letters, email, forms and surveys), website visits, text messages, instant message (chat) sessions and social media – over all types of channels – fixed and mobile phones, in person and the Web. This proliferation of forms and channels of communication has caused various issues for companies.

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Topics: Predictive Analytics, Social Media, Customer Analytics, Customer Experience Management, Customer Feedback Management, Operational Performance Management (OPM), Social CRM, Speech Analytics, Voice of the Customer, Customer Service, 360-degree view of the Customer, Call Center, Contact Center, Contact Center Analytics, CRM, Desktop Analytics, Text Analytics