All posts tagged automation

Keeping Pace with Changing Expectations – The Ingredient for a Positive Customer Experience

by Mary Cook on March 17, 2011 in Call Centers, Consumer Svcs, Mary Cook with No comments
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Providing a positive experience for customers while also managing costs is one of the most vital, yet biggest challenges for any company. However, driving positive customer interactions and reducing costs do not have to be mutually exclusive goals. It just means communicating with consumers the right way at the right time. By creating a customer experience strategy that leverages consumer preferences, multi-channel communications and automation technologies, you can keep costs down while delivering results to your customers – the ultimate ingredient for a better ROI. Continue reading →

The ROI Behind Automation

by Mary Cook on March 1, 2011 in Airlines, Banks/Finance, Consumer Svcs, Healthcare, Mary Cook, Mobile/Telcom, Retail, Utilities with No comments

Call centers have their challenges like any other operating unit. These challenges have not changed over the last 20 years, but what has changed is the ways we can address these challenges with new processes and technologies. I view the top three ever-lasting top call center challenges as: Continue reading →