Contact Centers: Why Customer Engagement Initiatives Fail

Share  
1 | 2 | 3 | 4 | 5 | 6 | 7
Previous Next

Click through for five reasons why customer engagement efforts are unsuccessful, as identified by Transera.

Organizations across a wide range of industries are making significant investments in technology to improve their engagement with customers and the overall customer experience. In fact, the global customer experience management (CEM) market is expected to grow from $2.68 billion in 2012 to $6.61 billion by 2017 (Markets & Markets, 2012).

Yet, many contact centers today still take customer calls with little understanding of the business value customers represent to the larger company. And even with access to a treasure trove of data, most contact centers have a hard time seeing patterns in customer interactions that can drive the business forward, leading to mediocre business results. 

If managing customer interactions is so critical to success that the industry has built a library’s worth of best practices and an entire sub-industry of technologies and software to support them, why do companies fail so miserably at it?

Transera outlines five reasons why customer engagement programs are unsuccessful, and some recommendations on how companies can turn customer engagement into real business value.

 

Related Topics : Vulnerabilities and Patches, Resellers, Broadcom, Broadband Services, Supercomputing

 
More Slideshows

IT_Man55-290x195 Cost, Price, Quote (CPQ) -- How to Get It Right

CPQ is a sales tool designed to help companies produce accurate and highly configured quotes. It centralizes all complex product, pricing and business rules, making them automatic and available in real time. ...  More >>

mobile70-190x128 How to Build Business Value with a Digital Supply Chain

Embracing a digital supply chain not only drives greater agility, efficiency and innovation, it also creates business advantage for companies. ...  More >>

DataM38-290x195 Beware the Data Collectors for They Are Us: Privacy and Big Data

In our enthusiasm for all things "Big Data," are we abetting the data collectors in something that might be bad for society's (and our own) best interest? ...  More >>

Subscribe to our Newsletters

Sign up now and get the best business technology insights direct to your inbox.


 
Thanks for your registration, follow us on our social networks to keep up-to-date