“The customer is king” was a phrase first used in retail
environments, but has become common parlance in most customer-facing
organizations -including those that have not traditionally referred to their
users as ' customers' , such as the public sector- thanks to the importance
businesses now place on their customers. The Future Customer-Centric
Organization: Best practice and new strategies for improving customer service
is a new report published by Business Insights that examines the applications
and services that have evolved to support organizations' customer service
efforts. This report analyses the drivers behind the growing emphasis on
customer service and the emergence of the customer-centric enterprise model.
It also explores developments in contact center technology designed to assist
customer service initiatives and opportunities for making outsourcing contact
centers a success. Drive loyalty and revenue by understanding and fulfilling
your customer' s needs more effectively by developing a more customer-centric
organization with the help of this new report.
Table of Contents
Executive summary
The importance of customer satisfaction
The role of IT in improving customer service
Know your market
The IP platform
Mobility
Virtual contact centers
Making outsourcing a success
The vendor landscape
Chapter 1 - Introduction
What is this report about?
Who is this report for?
Definitions
Computer Telephony Integration (CTI)
Customer service automation
Fixed Mobile Convergence (FMC)
Hosted applications
IP-PBX
IP telephone
Mobility
On-demand applications
Service-oriented architecture (SOA)
Software as a service (SaaS)
Unified communications
Voice/data convergence
Chapter 2 - The importance of customer satisfaction
Summary
Why customer service matters
Customer service in the utilities market
Understanding customer satisfaction in this market
Measuring customer satisfaction
Customer service in financial services
The key goal of the financial services provider is to meet or exceed its
customers' expectations
Customer service initiatives play a crucial role in maintaining customer
loyalty
Measuring customer satisfaction
The customer-centric enterprise
Evolution of the customer-centric enterprise
IP-based communciations
Contact center virtualization
Multi-channel communications
Selling solutions to the contact center market
Short term challenges
Medium term challenges
The end game
Chapter 3 - The role of IT in improving customer service
Summary
Introduction
Drivers behind the CRM market
Contact center optimization technologies
Improving customer satisfaction is a top priority
Supporting the customer-centric enterprise
Barriers to the deployment of customer-centric technology
Scheduling and forecasting in a distributed environment
Monitoring agents anywhere
Providing performance management irrespective of location
The role of workforce optimization
WFM vendors extend their reach into the enterprise
Speech analytics and quality monitoring
eCoaching modules help to eliminate customer frustration
Contact center analytics
Unified agent desktop applications
Efficient and effective interactions lead to greater customer
satisfaction
