As a service provider, it is true that if you see your customer churn rate is reducing, then you are satisfied the most. Reason? A small reduction in customer churn rate can improve your profitability by millions.

Studies reveal that if you acquire new customers, it can cost you up to more than five times than to satisfy and retain your existing customers. After all, your existing customers who are like gems to your company,  provide treasures – you can gain deeper insights that will enable you to render better customer service which will create a favorable impact on your revenues. 

For this, you have to study your customers’ behavior. In the past, when technology and data were limited, knowing their behaviors was difficult. But now, with a handful of technologies and big data, you can analyze their behavior easily – even to the extent like at what time do they leave for work, how long it takes them to reach there, etc. By leveraging big data analytics, you can extract information on different metrics, based on which you can fine tune your service offerings according to your customers’ willing.

Read more at: http://economictimes.indiatimes.com/articles/how-big-data-smart-analytics-is-reducing-subscribers-churn/ericssonarticleshow/34166759.cms  to know how big data can help you to reduce your customer churn rate smartly.

What many social and marketing professionals fail to acknowledge is the reality of what can be called the coherent customer. As lines in between marketing and IT merge, the consumer has a huge head start in their daily lives. While device adaptation is a fairly blunt tool to gauge new coherent customer, studying consumer trends increasingly points to not only cohesive elements but to stratification as well. Marketing needs to play a bigger role in harnessing all that data and determining how to use it to drive customers through the purchasing life cycle.

To know more read the article by Phil Butler, editor-in-chief of Everything PR, follow http://socialmediatoday.com/philbutler/2368211/new-marketing-paradigm-coherent-customer-satisfaction

Customer contact centers fulfil different functions according to the organization they serve and the industry that they function in. Regardless of their objectives, the focus should be on the customer - meeting expectations, enhancing service levels and improving satisfaction. Contact centers are finding it necessary to add more communication channels to their platforms in order to get in touch as easily as possible. Customer satisfaction and performance levels remain among the most important tenets of any call center and the market is changing to address customer communication needs. Technologies like unified communications will be playing a greater role in going forward.

 To know more about this aspect, read the article by Mike England, content director of Imago Techmedia, follow http://www.callcentrehelper.com/customers-driving-unified-communications-55759.htm

A successful human capital management plays a significant role in achieving organizational goals. Nowadays, information technology plays an important role in human resource management, evolving from the automation of repetitive tasks such as payroll, to bottom-line driven processes aimed at aligning human capital with corporate strategy. Human capital management (HCM) software solutions offer a framework to manage the abilities, skills and experience of employees. Studies have shown that human capital management (HCM) practices explain over 50 percent of job satisfaction levels. Ultimately, the effects of HCM solution will extend beyond job satisfaction to customer satisfaction and revenue.

Read more to know the factors and elements of a high performing HCM system, at http://www.cmicglobal.com/human-capital-management.html

Nowadays businesses are adopting cloud computing technology to enhance customer satisfaction in call centers. This technology helps the employees by providing updated information about the customers which allow them to easily manage customer needs. A cloud based call center also offers better return on investment. The employees can access the cloud from anywhere with an internet connection which helps in reducing costly on-site installations.
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For more information follow

https://www.fonality.com/industry-news/what-are-benefits-moving-call-center-cloud