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Learn Three Key Elements of Data Quality Excellence

Do you know how much bad data is costing your company? According to the Data Warehouse Institute, bad data costs US businesses over $611 BILLION annually. The reality is that no matter how contact data is generated and entered, some of it will be inaccurate, incomplete or fraudulent.

If dealing with bad contact data is one of the challenges your IT organization is facing today, download the white paper Hitting the Data Trifecta: Three Key Elements of Data Quality Excellence and learn the essential components of data quality and the direct impact bad data has on your organization.

Get your copy of the white paper today!

Large Global Retailer Selects Interactive Intelligence Customer Engagement Software Suite
A large global retail company has selected Interactive Intelligence Group Inc.'s omnichannel customer engagement software suite, Customer Interaction Centerâ„¢ (CIC), to support more than 1,000 contact center agents worldwide. These agents collectively manage approximately 14,000 inbound interactions and 225,000 outbound calls per day from both the company's customer care and accounts receivable departments. The deal, valued at more than $12.5 million, was closed by Interactive Intelligence channel partner, Automated Voice & Data Solutions (AVDS), a leading communications solutions provider based in Houston, Texas.

New Fenero Web Phone Puts Call Centers in the Cloud
Fenero, a contact center software platform provider, announced the release of its newest feature, the Web Phone, a cloud-based SaaS communication and telephony application that operates inside a browser. Using the Web Phone, contact centers will save 70 percent of contact center software, hardware and telephony costs, compared to alternative providers, according to information provided by the company. It will also help businesses set up contact centers faster. Because it’s in the cloud, the Web Phone removes the necessity for expensive IT hardware setup, support, maintenance and licensing fees typically associated with more traditional PBX systems, the company says.

Free Report: Tiered Support is Dead!

Managing customer support using tiers, or levels, is not good business. In today’s customer-centric marketplace there is a better way to differentiate and improve the customer experience.

Get your copy of the full report here!

Gartner Says by 2020 "Cloud Shift" Will Affect More Than $1 Trillion in IT Spending

More than $1 trillion in IT spending will be directly or indirectly affected by the shift to cloud during the next five years, said Gartner, Inc. This will make cloud computing one of the most disruptive forces of IT spending since the early days of the digital age.

IT spending is steadily shifting from traditional IT offerings to cloud services (cloud shift). The aggregate amount of cloud shift in 2016 is estimated to reach $111 billion, increasing to $216 billion in 2020. Cloud shift rates are determined by comparing IT spending on cloud services with traditional noncloud services in the same market categories.

In addition to the direct effects of cloud shift, many markets will be affected indirectly. Identifying indirect effects can help IT asset and purchasing managers ensure they are getting the best value out of new expenditure and are protected against risk, as well as assisting them to exploit the new opportunities caused by cloud shift.



Report: 2016 State of IT
This annual report by SpiceWorks presents the latest IT trends in budgets, technology and general state of IT. Over 800 IT pros responded.

Key takeaways include;

  • Though IT spending is relatively flat, more than half (56%) of IT pros surveyed expect their company's annual revenue to continue increasing in 2016. What's the disconnect? Management is laser-focused on keeping costs low, but doesn't quite get IT's importance to the company... until something breaks.

  • Almost 60% of IT pros surveyed don't expect their IT staff to increase in 2016. This means they'll need to continue making IT work... minus the extra hands.

  • Security attacks are rising, but budgets aren't. 59% of IT pros say their companies don't invest enough in security.

  • Technology end-of-life (EOL) is expected to strongly influence investment in 2016.


Personalization of Customer Experience Is Top Goal

Personalizing the customer experience is the most important goal for 70 percent of data-driven marketing strategies, according to new survey results from Ascend2.
Acquiring new customers (43 percent) and measuring data-driven marketing ROI (40 percent) round out the top three priorities for data-driven marketing.

The survey results show marketers are feeling positive about the current state of their data-driven marketing efforts; 37 percent consider their data-driven strategy to be “best-in-class” and 44 percent called their current strategy “above average” when compared to the competition.

Half of the survey respondents named both integrating data across platforms and enriching data quality and completeness as the two most significant barriers to achieving data-driven marketing success.

When it comes to analyzing the most effective data-driven tactics, topping the list is email message personalization (47 percent), targeted landing pages (43 percent) and contact data segmentation (38 percent).

However, marketers are still struggling to master many of the most effective data-driven marketing personalization tactics, including lead intelligence collection (50 percent), web content personalization (48 percent) and contact data segmentation (41 percent).

To handle the more difficult tactics, many marketing departments are seeking outside expertise. Eighty-five percent of respondents, which included a mix of B2B and B2C marketing professionals, said their company outsourced all or part of the data-driven personalization tactics.


Click here for more Industry Stats

What To Do When the CEO Says “No” to Your CX Business Case
Customer experience requires funding and funding requires a strong business case. So how do you draw a direct connection between your efforts and the business resources needed to sustain them? By asking a few pivotal questions and remembering several key points, you can build a business case that is effective and convincing.

5G, IoT, Big Data: Everything to Do with Customer Service
Progressive companies are already revving up their traditional contact center capabilities with these new must-haves.

Why You Need to Establish Your Company Core Values List
When working with companies on developing customer-focused growth cultures, I often get asked about this idea of a company core values list. It seems that every company has a core values list, but oftentimes the words used are similar -- and they can be words that mean many different things to different people. Does a company core values list even matter, then? Will it drive your growth in some way? Absolutely it matters -- and yes, it drives growth.

Avoiding Burnout Through Games, Scoreboards and Empowerment in Your Contact Center
Even in the most positive settings, we only have so much we can give to our work week. And for many of us working in the world of contact centers, we give a lot. Luckily, companies are starting to notice employee workloads and other factors that lead to churn or efficiency collapse.

When Business and IT Align -- A Recipe for Agility
Reducing the schism between business and IT is paramount if the organization is to gain agility. Put differently, the more business and IT converge, the better chance an organization has to be innovative and fleet-footed.

Storytelling with Data: A Data Visualization Guide for Business Professionals
by Cole Nussbaumer Knaflic

Storytelling with Data teaches you the fundamentals of data visualization and how to communicate effectively with data. You'll discover the power of storytelling and the way to make data a pivotal point in your story. The lessons in this illuminative text are grounded in theory, but made accessible through numerous real-world examples -- ready for immediate application to your next graph or presentation.

This book demonstrates how to go beyond conventional tools to reach the root of your data, and how to use your data to create an engaging, informative, compelling story.

Click here for more information!

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Carolyn Healey, Editor - chealey@supportindustry.com

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