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

infra21-190x128 What International Conferencing Trends Tell Us About the World

The conference call is a common business practice across the globe. But can conferencing usage help us learn about cultural trends? ...  More >>

Social5-290x195 Four Ways to Unlock Value from the Internet of Things

IoT examples can be categorized into four basic usage scenarios, each of which presents clear business opportunities for end-user organizations. ...  More >>

Analytics7-290x195 Six Big Business Intelligence Mistakes

If you are planning a BI investment in the near future, here are six common mistakes that you need to avoid to ensure your investment is an effective one. ...  More >>

Subscribe to our Newsletters

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