Contact center capacity is going up as voice becomes “sexy” again driven by mobile adoption. This is both good and bad news for enterprises. It’s good news because the contact center is becoming an increasingly important channel for managing the customer experience. Being able to have a one-on-one interaction over the voice channel can have a much greater and lasting impact on a customer and the customer experience than most other channels, both online and offline. It’s a channel that the competition can’t duplicate or infringe upon meaning your customer experience remains uniquely your own. The bad news is that as contact center capacity is going up so too are sales and service costs. Higher call volumes means enterprises need more resources to keep things working smoothly—more agents, better technology, and more overhead. The challenge moving forward then is how can a contact center offset their operating costs without sacrificing the customer experience? One solution? Marketing partnerships. Read the rest of this entry »
Whether companies are willing to admit it or not, their customers are not willing to engage and interact with their brand in one channel and one channel only. Nor do customers’ expectations of your brand promise stay tied to a single channel. The customer has needs and wants that transcend a solitary customer engagement channel and, depending on those needs and wants, they may attempt to interact with your brand through the voice channel, online forums, FAQs and live-chats, social networking websites, mobile technologies and more. Everyday customers are attempting to engage your brand through these various channels, sometimes using multiple channels within a single transaction. Read the rest of this entry »
SalesPortal today announced it has won the Red Herring’s 2012 Top 100 Global Award, a prestigious recognition honoring the year’s most audacious and far-reaching private technology companies and entrepreneurs from across the globe.
Red Herring’s editorial staff evaluated award contenders on quantitative and qualitative criteria such as financial performance, technological innovation, management strength, business strategy, customer acquisition, and market penetration. SalesPortal was selected from more than a thousand of the most cutting edge private technology companies in North America, Europe and Asia. Read the rest of this entry »