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23 May, 2013
Published by John M Perez in Blog, Contact Center
IBM’s cognitive supercomputer Watson will soon be helping several of the company’s most important customers, who will have the opportunity to ask for his assistance via web chats, email, SMS and smartphone apps. Watson’s new role, called “Ask Watson,” will be available to big IBM clients like Australia’s ANZ Bank, Nielsen, Celcom, IHS and Royal [...]
3 October, 2012
Published by John M Perez in Blog, Contact Center
17 September, 2012
Published by John M Perez in Contact Center, Mobile Customer Experience
If you are in a strange city and want to find a good local restaurant, the easiest way is to ask your hotel concierge. But for how much longer? The advances we have seen in mobile technology in recent years, particularly in areas such as natural language intelligence and location-based services, mean that mobile search [...]
3 July, 2012
Published by John M Perez in Contact Center
Customer service is a cornerstone of an organization’s customer experience strategy. Organizations must pay attention to their customer service strategy because: Read more Categories: Customer Service; CRM customer experience; business process; cxm
27 June, 2012
Published by John M Perez in Contact Center
Causal Relationship: Hold Times and Abandon RatesI had an inquiry this week on hold times, asking what a good target would be. According to our benchmark data, the average hold time is under 2 minutes, which definitely shows our B2B technology support slant-I assume the consumer numbers would be much higher. Or maybe I’m still [...]
4 May, 2012
Published by John M Perez in Contact Center
This article was reposted from Gartners Website. Market Definition/Description The customer service contact center refers to a logical set of technologies and processes that are engineered to support the customer, regardless of the channel. It is built in five logical groupings (the first of which is the focus of this Magic Quadrant). CRM Business Applications [...]
28 March, 2012
Published by Lauren Carlson in Contact Center, CRM
A recent report from Call Center Times showed that 78 percent of people are seeking customer support via their mobile devices. Our iPhones, Blackberry’s, iPads, etc. have become an extension of the self, turning us into a mass of digital natives. A group of people that are constantly plugged in. A group of people that [...]
16 March, 2012
Published by John M Perez in Blog, Contact Center, Infographics, Social CRM Solutions
An excellent info graphic released today by Our Social Times. Some key data points from the study are: 15 percent of 16-24 year olds prefer to interact with customer service on social media instead of any other method? 71 percent say that the first thing they do when they have a problem with a product [...]
8 March, 2012
Published by John M Perez in Blog, Contact Center, Events
I am excited to announce that I will be representing RightNow/Oracle and speaking among a panel of great thought leaders at the eCRM Events Virtual Conference on March 21st through the 22nd. A special thanks to Lara Valverde, and Courtney Wiley for making it all happen. To sign up or join, goto their site at eCRM Events Multichannel [...]
28 February, 2012
Published by John M Perez in Blog, Contact Center, Customer Experience Research
Today Logmein.Com and Ovum, released a report that reveals a shifting mindset among telecommunications operators when it comes to measuring the success of their contact centers and help desks. Quite often, contact centers are challenged with reducing customer service costs in their organizations. Covering large customer care organizations in the US, UK, Canada and Australia, [...]
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Great list. IKEA has begun to publish videos to aid frustrated home-furniture bu...
Great post here!...
This is a very interesting concept. If companies aren't doing so already, they ...
Sounds great. I'd be really interested in the social media presentation as I thi...
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