Richard Snow's Analyst Perspectives

Companies Need Effective Contact Center Analytics

Posted by Richard Snow on Mar 27, 2013 8:27:37 AM

I began my involvement with contact centers – actually they were called call centers in those days -more than 20 years ago. I quickly learned that almost everyone involved in running a contact center is obsessed with metrics: queue times, average call handling times, agent utilization, average length of after-call work – the list seemed to be endless. Since joining Ventana Research I have carried out numerous benchmark studies into customer and contact center performance, and found things haven’t changed a great deal. The number of metrics has increased and old favorites are still high up on the list.

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Topics: Customer Analytics, Customer Experience, Speech Analytics, Voice of the Customer, Analytics, Business Analytics, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Text Analytics

IBM Launches Customer Experience Lab

Posted by Richard Snow on Mar 18, 2013 8:51:28 AM

IBM recently announced its new Customer Experience Lab. During a briefing I learned that the lab is a response to what IBM discovered by interviewing more than a thousand CMOs, who are concerned about the explosion of data companies collect about their customers. This explosion is being driven by changing customer communication preferences and the way customers now interact with organizations, which I recently highlighted in my post about the 2.0 world. My research into the contact center in the cloud shows a similar trend; although traditional channels such as telephone calls and email are still the most popular, channels such as social media, instant messaging, text messaging and video are fast catching up.

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Topics: Social Media, Customer Analytics, Customer Experience, Customer Feedback Management, Social CRM, Speech Analytics, Voice of the Customer, Mobile Apps, Self-service, Analytics, Business Analytics, Business Collaboration, Cloud Computing, Collaboration, Customer Service, IBM, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Text Analytics, Unified Communications, Workforce Force Optimization

Taking Advantage of a New Generation of Customer Analytics Using Big Data

Posted by Richard Snow on Mar 13, 2013 10:18:02 AM

Organizations have been talking about how to effectively analyze customer data for more than three decades. This has evolved into a desire for a “360-degree view of the customer” - a comprehensive picture drawn from all available data. As yet, not many organizations have achieved it. Our recent research into customer relationship maturity shows that fewer than one-third (31%) of organizations produce a single set of reports and analysis that the whole organization uses to support customer-related activities. Even those that do produce such a set of reports and analysis lack some critical information, such as customer interactions and social media comments.

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Topics: Social Media, Customer Analytics, Customer Experience, Speech Analytics, Voice of the Customer, Analytics, Business Analytics, Cloud Computing, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Text Analytics

Salesforce.com Helping Organizations Achieve Customer Excellence

Posted by Richard Snow on Mar 12, 2013 10:46:04 AM

I recently wrote that Salesforce.com was a vendor to watch during 2013, and during a recent briefing I heard more messages that support this view. First there was confirmation about financials. Even though the company is only 14 years old and the overall economy is not exactly booming, revenues for 2012 were up 35 percent to $3.05 billion, with Europe matching this with a 37 percent year-on-year growth. This not only shows the company is here to stay, but that the cloud is now well and truly established as a delivery model.

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Topics: Salesforce.com, Social Media, Customer Analytics, Customer Experience, Operational Performance Management (OPM), Social CRM, Speech Analytics, Voice of the Customer, Analytics, Cloud Computing, Collaboration, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Sales Performance Management (SPM), Text Analytics

Clarabridge Operationalizes Text Analytics for Better Customer Experience

Posted by Richard Snow on Mar 11, 2013 9:52:47 AM

Clarabridge is a well-known text analytics vendor that markets its products under the banner of customer experience management. As I wrote last year, its products allow organizations to take a closed-loop approach by capturing all forms of text data, analyzing it, categorizing it, understanding root causes of customer issues and raising alerts so that action including collaboration can be taken based on these insights. Such a process is supportive of customer experience management, but for me the missing link is using these insights in real time to actively influence customer interactions.

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Topics: Social Media, Customer Analytics, Customer Experience, Speech Analytics, Clarabridge, Mobile Apps, Collaboration, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Text Analytics, Unified Communications

Welcome to the 2.0 World of Technology Marketing

Posted by Richard Snow on Mar 8, 2013 10:01:53 AM

Like me, you have no doubt spotted the propensity for software vendors and consultants to call anything new “2.0”; for example, we have ERP 2.0 and CRM 2.0. Just recently during a joint Aspect and Microsoft presentation, the companies went one step further and introduced the concept of the 2.0 customer meeting the 2.0 company. My first reaction was one of horror, but as I thought about it, it became clear that customers have changed and so companies need to change to keep up – welcome to the 2.0 world.

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Topics: Social Media, Customer Analytics, Customer Experience, Customer Feedback Management, Social CRM, Speech Analytics, Voice of the Customer, Mobile Apps, Self-service, Analytics, Business Analytics, Business Collaboration, Cloud Computing, Collaboration, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Text Analytics, Unified Communications, Vendor(s), Workforce Force Optimization

Three Unified Communications Trends in Evidence at UCExpo 2013

Posted by Richard Snow on Mar 7, 2013 8:03:13 AM

I recently attended the Unified Communication Expo exhibition and conference in London to find out how much communications has been changing. As I entered the exhibition center the first thing I noticed was the huge variety of vendors on show, everything from major brands in the telecommunications industry (Aspect, AT&T, BT, Cisco, Mitel, Nokia and Siemens Enterprise Communications) to some major brands perhaps not so associated with telecommunications (Dell, Citrix, Google and Microsoft), to several niche players with products such as mobility management, IP-based voice and data networks, audio/web/streaming/video conferencing, email/chat/text messaging and unified communications (presence and collaboration), to suppliers of audio equipment (Dell, Jabra, Logitech, Plantronics and Sennheiser). For me the most disappointing thing was the lack of vendors focused on the contact center, with only Aspect, Enghouse Interactive, Microsoft (in partnership with Aspect), Noble Systems and ShoreTel in evidence.

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Topics: Social Media, Customer Analytics, Customer Experience, Customer Feedback Management, Social CRM, Speech Analytics, Voice of the Customer, Mobile Apps, Self-service, Analytics, Business Collaboration, Cloud Computing, Collaboration, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Text Analytics, Unified Communications, Vendor(s), Workforce Force Optimization

Genesys Acquires Angel.com to Advance Contact Centers

Posted by Richard Snow on Mar 1, 2013 9:52:15 AM

The first positive signs for the “the new Genesys” emerged just 100 days after its sale by Alcatel was completed last year, and those positive signs have continued. The company has not only maintained strong development of its core products but has also made an aggressive move into the contact center mid-market, the contact center in the cloud market, and the multichannel communications management market. It strengthens its position now with the announcement of its acquisition of Angel.com.

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Topics: Social Media, Customer Analytics, Customer Experience, Customer Feedback Management, Social CRM, Speech Analytics, Voice of the Customer, Genesys, Mobile Apps, Self-service, Analytics, Business Analytics, Cloud Computing, Collaboration, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Text Analytics, Unified Communications, Workforce Force Optimization