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.

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

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.

 

More Slideshows

Misc50-290x195 Six Ways File-Sharing Apps Have Failed the Enterprise

Is there a real risk involved with relying on consumer-grade file-sharing and sync solutions in the enterprise, or are CIOs overreacting? ...  More >>

EvolveIPWorkFromHome0x Six Tips for Creating a Productive Work-from-Home Program

Cloud and other advanced technologies are providing organizations with better insight and new options for such things as work-from-home programs. ...  More >>

CallCenter3-190x128 How to Select a Sales Automation Solution

Sales automation solutions streamline the sales process and help sales reps work more efficiently and spend more time selling. ...  More >>

Subscribe to our Newsletters

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