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Survey Reveals Voice Still Leads All Customer Communication Channels

Noble Systems Corporation, a provider of unified contact center technology solutions, announced the results of its latest survey, revealing that phone calls continue to represent the majority of customer service traffic. More than 70 percent of respondents from more than 500 North American contact center operations surveyed indicated that voice service is still the main channel of communications with their customers.

Featuring responses from 556 contact centers across North America, the survey aligns with recent research demonstrating consumers’ continued reliance on phone calls. For example, the American Express 2011 Global Customer Service Barometer found that more than 90 percent of U.S. consumers prefer to resolve their customer service issues using the telephone. Moreover, 70 percent of respondents to the Noble Systems survey went on to indicate that they expect telephone communications to remain the primary customer contact channel for the foreseeable future.
[Full Article]   Sep-09-2012


Top 10 Things That a CIO Must Do To Advance

What does the CIO have to do to be viewed as a business person versus a technologist? There are many strategies that CIOs have followed that work. Janco Associates found some sure fired ways to have the CIO be a driver in the alignment of strategic business objectives with IT initiatives.

  • Look and be an executive – That not only includes speaking in business terms but all dressing and looking like the other executives. The key is to ensure the IT results are business focused and that both the CIO presents the big picture in terms of company strategy and ensuring IT and strategic business direction are aligned to it. It is much easier to do when the CIO looks and talks the part.

  • Have an opinion and present it – Do not go with what you think everyone wants. Be brave and present ideas that will help the business to expand and grow. If the CIO does not have an opinion what value are they in the executive suite?

  • Check the ego at the door – No one wants to hear how great the CIO is. It is much better if the other executives voice that and the CIO is humble in accepting praise.

  • Get out of the detail – The CIO has a staff and they are the ones who do the programming and analysis. CIOs need to focus on the big picture.

  • Manage by mingling outside of IT – Get out of the “ivory tower” of IT. Meet with other executives and operational staff frequently. Invest at least 50% of the day to deal with business issues and become a key member of the executive management team and sounding board for where the organization is going.

  • Stay within dollar and time budgets – CIO that are successful are the ones whose organizations deliver what they say, when they say it, and within budget. That adds to creditability and makes it easier the next time around.

  • Present a positive can do attitude – Focus on what can be done within what time frame. CIOs who say why something cannot happen often pushed aside by those how say what can be done. It is better to implement part of a concept than say why the grand solution cannot be implemented.

  • Management at the executive level is about selling and implementing ideas – It is not enough to present an idea, rather the CIO has to become a champion of an idea and transfer that role to the other executives in the organization.

  • Take ownership – Not only when something succeeds, but also when it fails accept the results. CIOs that come up with excuses and blame others do not last long in the executive suite.

  • Innovation leads to success – CIOs who embrace new approaches gain a lot of creditability. CIOs that hinder the use of new technologies are viewed as obstructionist and are bypassed in key decisions because they are viewed as some that the not accept change.

  • [Full Article]   Sep-09-2012


    61% of Customer Experience Leaders Cite Customer Experience Management as Their Greatest Challenge

    To better understand where the customer management market is headed, the Customer Management Exchange Network - a division of IQPC Exchange - examined the primary challenges facing Chief Customer Officers, VPs and Directors of Customer Experience from across the UK, US & Europe.

    According to the research study, the greatest challenge is Customer Experience Management, with 61% of respondents stating it as a current area of focus within their organization. As businesses look to meet growing customer demands, robust and effective CEM strategies are pivotal to the success of these goals. By combining process excellence and CEM initiatives, an organization can successfully meet the needs of the individual customer, as well as business stakeholders.

    Key challenges highlighted by the respondents include questions such as "How do we develop an effective customer experience framework?" and "How do we listen to customers voices and prioritize this to develop and enhance customer experience management?"

    Cultural change & centricity has been one of the most widely debated topics in recent years, yet 50% of all respondents still highlight this area as one of their 3 greatest challenges. The most likely explanation cited by those interviewed is that it is not simply an issue of integrating cultural change; but rather all business units need to embrace the customer and align business strategies to move into a customer centric environment.
    [Full Article]   Aug-26-2012


    Study Explores Security Risks for Work Laptops

    How secure is your information at work? Of the 26 percent of workers who reported having office laptops, 61 percent said they have critical, sensitive information stored on them. According to CareerBuilder's latest nationwide study, a significant number of workers may be putting their company or themselves at risk by failing to secure their laptop, sharing passwords or clicking on links from unknown sources.

    What type of proprietary information is stored on laptops?

    In addition to office-related data and documents, a notable percentage of workers said their laptops currently house a variety of personal files. When asked to identify the type of sensitive information that can be found on their office computers, workers with laptops pointed to:

  • Company information – 48 percent

  • Client information – 27 percent

  • Personal financial information – 18 percent

  • Other personal information – 18 percent

  • How many workers leave their laptops unguarded?

    The survey found most workers don't always leave critical information under lock and key.

  • 57 percent of workers don't have a laptop security device.

  • 52 percent don't lock their computer when they're away from their desk.

  • 25 percent have left their laptop unsecured overnight.

  • Higher theft rates were reported among workers ages 18 to 24. Thirteen percent said they have had a work laptop stolen compared to 5 percent of all workers.

    What others ways do workers put their companies and themselves at risk?

    As malware and other types of fraudulent activity become more pervasive, a seemingly benign interaction can have serious consequences. Some risky behaviors include:
  • 9 percent of workers have downloaded a virus on their computer at work.

  • 18 percent of workers have opened an attachment or clicked on a link from a sender they didn't know.

  • 18 percent have looked at a website that they knew wasn't secure while at work.

  • How accessible are passwords?

    While half of workers reported they memorize their passwords, 12 percent keep their passwords at their desk, written on their laptop or in their computer case or purse/wallet. Others have openly discussed their passwords with fellow workers.

  • 27 percent of workers reported that a co-worker gave them their password.

  • 15 percent have shared their password with a co-worker. Those age 55+ were the most likely to share passwords, while those 18 to 24 were the least likely.

  • What about mobile devices?

    Eighteen percent of workers access corporate email through a smart phone; 5 percent have lost their smart phone or had it stolen.
    [Full Article]   Aug-26-2012


    Engaging the Always Addressable Customer

    Nearly one-third of US online adults accessed the Internet multiple times per day and from multiple physical locations last year, according to a recent Forrester survey of 8,400 respondents, and that number is only going to go up. This data represents advances in both technology and user behavior that have ushered in a new era of interactivity, where marketers have a brand-new consumer to reach: the always addressable customer. This evolved consumer owns and uses three or more connected devices, goes online multiple times per day on any device, and goes online from many away-from-home locations.

    For the always addressable customer, active engagement in advanced social media and mobile technology is a matter of fact, not an exception to the rule. And it's not just the younger generations displaying this integrated advanced behavior -- 38% of all US online adults can be defined as an always addressable customer.

    So what does this mean for marketers? It means that buzzwords like "SoLoMo" aren't enough to account for what customers truly want and need. The bar has been raised for marketers when it comes to offering value and service, rather than just messages, to the majority of brands' audiences. But there is good news for marketers: The opportunity now exists to be able to address customers' needs wherever and whenever they crop up.
    [Full Article]   Aug-19-2012


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