Genesys, a provider of customer experience and contact center solutions, has entered into an agreement with Zendesk, a software development company, to integrate Genesys cloud contact center solution with Zendesk customer service platform.The partnership will help both companies to deliver a powerful cloud-based customer experience solution and will help to expand market opportunities globally.

To read more, visit the following link:http://www.infotechlead.com/2014/05/13/genesys-integrates-cloud-contact-center-zendesk-platform-22652

One important call center metric is that you should pay attention to abandon rates. An abandon rate is the percentage of calls that people disconnects before an agent can take a call. To keep your customers satisfied with your service, it is important that you should keep your abandon rate to as low as possible because, if a customer hangs up a lot, they may not like the speed of your service. The longer it takes to answer a call, the higher is the abandon rate. High abandon rate can cause a much bigger problem - they can inflate future call volumes which resonates to even higher call abandon rates. Inflating call volume means that the same caller tries to call your call center agent for second or third time.

So, how will you progress to reduce your call abandon rates? Read at http://www.callcentrehelper.com/how-to-bring-down-your-call-abandon-rates-50805.htm  to get some guidelines.

Amazon Simple Email Service is a cost effective outbound email sending service built on the reliable and scalable infrastructure that Amazon.com has developed to serve its own customer base. With Amazon SES, it is possible to send transactional emails, marketing messages, or any other type of high-quality content. Amazon offers “pay as you go” plan flexibility. Along with high deliverability, Amazon SES provides easy, real-time access to statistics and built-in notifications for bounces and complaints to help fine-tuning email-sending strategy. Each AWS account is independent in its sending procedure and can be treated as a separate entity. SES is structured around this idea. But there can be situations compelling to send contents from multiple AWS accounts.

Sam Minter, Expert, AWS, speaks about how to send contents successfully with SES through multiple AWS accounts. To read more, visit:

https://sesblog.amazon.com/post/Tx1KQ7HH36OTFW7/Can-I-use-multiple-AWS-Accounts-with-SES

Making your customers happy over calls is an arduous task, but it is the most important thing you should look over. A survey done by Five9, a call center software provider, shows that to get their service seventy percent of U.S. adults use phone as their first choice to contact a company. But, if they receive bad support eighty five percent of the aggrieved customers resort to take inverse actions. Of them, forty nine percent do the worst thing – they prefer to stop dealing with the company. Not only that, if the customers are within the age group of 18 to 34 years, they do not hesitate to create adverse publicity about the company in the social network. Now surely, you do not want your call center business to be tarnished in this way.

So, what are the ways you should follow to ensure that your customers do not have a harrowing experience? Transera, a customer engagement software provider gives you some tips on how to prepare for customer service disasters before they actually take place. Read more at: http://www.businessnewsdaily.com/6164-call-center-tips.html .

Laura Noonan, Marketing team lead at CallFinder, talks about how important  it is to monitor the call center agents for providing customer satisfaction. She also emphasized that the companies must also provide equal priority to employees, ensuring the satisfaction with their role. She also speaks about the different advantages of monitoring calls between the customers and agents.

For more information follow

http://www.callcentertimes.com/Home/tabid/37/ctl/NewsArticle/mid/395/CategoryID/1/NewsID/723/Default.aspx

Imagine, in this IT enabled world, different departments of a bank are operating on a standalone framework, managing millions of customer data. So it’s obvious that they will not have a clear picture about customers’ demographic pattern, their preferences and their account usage patterns.

Thanks to Analytics, these problems are now being solved. Omar Sohail, Principal, Deloitte Consulting LLP and Banking & Securities, Business Analytics & Information Management Leader, writes how structured, unstructured and semi-structured data can help the banks in reaping benefits by getting more insights about customer data.

For detailed information please go to http://www.baselinemag.com/analytics-big-data/banking-on-big-data-and-analytics.html .

Banks are the backbone of every economy. With the help of data analytics, banks are defining the modern age of customer retention & services through out the world. However, the Indian BFSI sector is yet to implement data analytics in their day-to-day operations. Mohan Jayaraman, Experian Credit Information Company of India, explains how Indian banks can improve their customer lifecycle by using data analytics. To read about his views visit:

http://www.informationweek.in/informationweek/perspective/287791/indian-banks-improve-customer-lifecycle-analytics

Working at a stretch of 8 hours is tiresome and that too sitting at the same desk. So, TIBCO Software Inc., a US based company, developed TIBCO Spotfire Mobile Metrics, a highly accessible and user-friendly Business Intelligence tool. With the help of this tool, employees can monitor the pulse of the business instantly and business leaders can act on business opportunities and problems using personalized key performance indicators.

Social media plays an important role in searching information  and decision-making behavior of consumers.  A country like India, where 65% of population is youth, uses laptop, tab, Smartphone etc to be socially connected.  Therefore the Brands have realized the importance of social media to reach today’s young generation. For example, if we go to Nike’s Facebook page the entire focus is on fitness and athleticism rather than their products. Another way to connect with consumers is to know the importance of real time marketing which focuses on real time incident. Social media has also molded the consumers to reviewers. 

To read more- visit the following link:

http://www.mbaskool.com/business-articles/marketing/9150-consumer-behaviour-in-the-age-of-social-media.html

Well, nowadays retail banks are more focused in implementing data analytics techniques and models into their day to day decision making processes. Data analytics not only provide solutions to attract and retain profitable customers but also by the help of various tools and techniques like data discovery and visualization, it is possible to analyze the various aspects which are associated with customers. Retail bankers are trying to discover the relationships and correlations in large amounts of data using customer intelligence derived from analytics. Big data analytic enable them to track customer behavior and preferences to achieve higher level of customer satisfaction which definitely helps to achieve stakeholder’s wealth maximization. For more information, please go through the link: http://spotfire.tibco.com/blog/?p=22990

Philip Kotler, an American author, consultant and professor, defines Marketing 3.0 as values driven marketing – covering the customers’ mind, heart and spirit. The new model for marketing (Marketing 3.0) treats customers not as mere consumers but as complex & multi dimensional human beings that they naturally are.  Customers, in turn, are choosing companies and products that satisfy deeper needs for participation, creativity, community, and idealism.

For more information follow : http://www.mbaskool.com/business-articles/marketing/9010-marketing-30-values-driven-marketing.html

Outsourcing is an important dimension in this modern era of business, which is responsible for the execution and the handling of specific operational tasks. It allows an organization to allocate its full resources to its core area of interest, instead of deploying a substantial amount of resources in order to achieve specific operational tasks. Outsourcing provides strategic flexibility to an organization, apart from enabling it with a sense of concentrated focus towards its core playing field. 

With the Cloud services in offer, Globalization as its advantage, with competitive offerings from various outsourcing vendor organizations, Outsourcing is the taste of the time we are currently living in.

It is a bulls-eye strategy from an organizational perspective. 

Follow this link for a complete view on this aspect

https://www.google.co.in/url?sa=t&rct=j&q=&esrc=s&source=web&cd=6&cad=rja&ved=0CFAQFjAF&url=http%3A%2F%2Fast.umich.edu%2Fpdfs%2FWhat-is-shared-services-102811.pdf&ei=8ewMU4GJNYazrgfetIDICQ&usg=AFQjCNFMU-Vool8nS2YKrDuPULXGevM80w&bvm=bv.61965928,d.bmk

Seeking customer feedback is an important part of any company or organization to ensure that their products remain in line with what the customer wants. Its nothing but adhering to 'Customer Is King' principle. As business world is becoming bigger and bigger, companies are coming out with more and more new products, it is very important to hear the 'voice of the customers (VoC)' to stay ahead of the competition. Not only this, by gathering customer feedback, companies can bring in new innovations in their products.

Tom Christenson, President of Contact Center Solutions, CGS (a global provider of technology-enabled business solutions), talks about why and how social media can be used with call centers to improve customer services.