::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::
SEARCHCRM.COM This Week - January 07, 2008
A newsletter from TechTarget
::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::
::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::
IN THIS ISSUE:
::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::
> From the Editor: WFO making strides in the call center
> Ask the Experts: Customer experience management
> Learning Center: Customer Loyalty Learning Guide
> Site Highlights: Quiz: 2007 top CRM vendors
> More from SearchCRM.com: Virtual call centers and the 360-degree
view of the customer
::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::
FROM THE EDITOR
::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::
WFO making strides in the call center
by Lauren Hoyt - lhoyt@techtarget.com
This could be a big year for workforce optimization (WFO).
A recent research report from DMG Consulting said the market for WFO
technology is currently worth $2.3 billion. What's more, the report
predicts a 10% increase in 2008. That estimate includes sales of all
products under the WFO umbrella, which include quality monitoring,
liability recording, coaching and eLearning, performance management,
workforce management, surveying and speech analytics.
That's thanks largely to the strides vendors have made in usability,
according to Donna Fluss, president of DMG.
"We're seeing the functionality both within core QA recording as well
as performance management get better and easier," Fluss said when
interviewed for a recent article. "Better in that there's more of the
things we want it to do, and easier in that it's easier to implement
and use."
There's also more demand for WFO technology from small and
medium-sized businesses (SMBs). There is an opportunity for smaller
niche vendors to target call centers with 250 agents or less. In
fact, Fluss said, estimates for WFO in the midmarket sector have been
strongly underestimated by industry observers.
Are you using WFO technology in your call center? Why or why not?
SearchCRM.com is planning an All-in-One Guide on this topic to be
launched this year. I'd like to hear what you'd hope to find in a
guide dedicated to WFO. Send your ideas to lhoyt@techtarget.com.
In the meantime, visit our learning center to find valuable learning
tools on call center topics like VoIP and performance management.
http://go.techtarget.com/r/2837030/6276287
http://go.techtarget.com/r/2837031/6276287
Browse our topic section on call center software for the latest
market news, expert advice and case studies.
http://go.techtarget.com/r/2837032/6276287
Until next time,
Lauren
lhoyt@techtarget.com
Site Editor
::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::
ASK THE EXPERT
::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::
Customer experience management
http://go.techtarget.com/r/2837033/6276287
While every company dreams of customer loyalty, many fail to create
and deliver distinctly different customer experiences that merit the
price and loyalty they are asking for. Expert Lior Arussy's valuable
customer experience management advice will help you learn how to keep
your customers coming back.
*Can we lower AHT and still provide excellent service?
http://go.techtarget.com/r/2837034/6276287
*How are current trends affecting marketing strategies?
http://go.techtarget.com/r/2837035/6276287
Ask Lior a question
http://go.techtarget.com/r/2837036/6276287
::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::
LEARNING CENTER
::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::
Customer Loyalty Learning Guide
http://go.techtarget.com/r/2837037/6276287
Customers have so many choices these days, so it takes a company with
careful mix of loyalty programs, dynamic employees and a sense of
service to lure them away from competitors -- and keep them year
after year. This guide will give you the tools to build successful
customer loyalty programs within your organization or find innovative
ways for improving your current programs.
::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::
SITE HIGHLIGHTS
::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::
Quiz: 2007 top CRM vendors
http://go.techtarget.com/r/2837038/6276287
Have you kept up with the headlines on the top CRM vendors in 2007?
If so, test your knowledge by taking this quick quiz on the most
important CRM news headlines in the past year and get an overview of
the latest products from the top CRM vendors.
Ask the CRM Experts
http://go.techtarget.com/r/2837039/6276287
Take advantage of SearchCRM.com's Ask the Experts section and get
pressing CRM strategy and implementation questions answered by some
of the leading authorities in the field.
::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::
MORE FROM SEARCHCRM.COM
::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::
WORD OF THE WEEK: Virtual call center
http://go.techtarget.com/r/2837040/6276287
The CRM industry is full of buzzwords, and it can be hard to keep
track. Get up to speed with our collection of the hottest CRM
definitions and buzzwords of 2007. This week, learn how virtual call
centers helped some organizations cut costs last year.
QUIZ: 360-degree view of the customer
http://go.techtarget.com/r/2837041/6276287
How much do you know about customer data integration (CDI) and the
360-degree view of the customer? Take this quiz to test your
knowledge and learn how to integrate these ideas into your customer
strategy.
SURVEY: 2008 Priorities and Challenges
http://go.techtarget.com/r/2837042/6276287
In order to better serve your information needs, SearchCRM.com would
like to learn more about your top priorities and challenges for 2008.
Take this five-minute survey and you could win one of four $50
American Express gift cards.
::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::
CONTACT US:
::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::
Sales
For sales inquiries, please contact us at:
mailto:mbolduc@techtarget.com
Editorial
For feedback about any of our articles or to send us your article
ideas, please contact us at:
mailto:kglance@techtarget.com
::::::::::::::::::::: ABOUT THIS E NEWSLETTER ::::::::::::::::::::::
This e-newsletter is published by SearchCRM.com, a targeted Web site
from TechTarget, The IT Media ROI Experts and events company.
TechTarget offers magazines, Web sites, e-newsletters, Webcasts and
conferences for enterprise IT professionals.
Copyright 2008 TechTarget. All rights reserved.
_____________________________________________________________________
To unsubscribe from "Updates on new site content":
Go to unsubscribe: http://SearchCRM.com/u?em=khari.amit.news%40blogger.com&uid=6276287&cid=618723&track=NL-157
Please note, unsubscribe requests may take up to 24 hours to process;
you may receive additional mailings during that time. A confirmation
e-mail will be sent when your request has been successfully
processed.
Contact us:
SearchCRM
Member Services
117 Kendrick Street, Suite 800
Needham, MA 02494
No comments:
Post a Comment