I must confess, every time I am in front of an audience, I get a little nervous. No, I don’t have stage fright, I really do enjoy speaking and that sometimes can become tricky.
Last week I had an opportunity to moderate a discussion at the Nasscom Marketing Open House in Chennai. My job was to uncover the key challenges brand marketers face while driving demand for their products and services.
At the end of my 50-minute discussion, an overwhelming majority of the audience felt ‘picking the right channel’ was their biggest roadblock. Conversely, many of them believed that they really knew their customers very well. When I tried to correlate the two and dig deeper, one person vociferously expressed that I shouldn’t ‘complicate’ a simple channel dilemma by relating everything to the ‘customer’. In her opinion, the channel had nothing to do with the customer.
A few days back, in my previous blog post, I had shared my anxiety over the insurance industry spending more time reaching me through different means, than understanding me as a customer. While I finally did renew my insurance, I chose a person who didn’t bother me too much, someone who respected my preferences and made me feel special. I must confess they weren’t the cheapest.
As I summed up the conversation at the open house, I kept my personal opinion reserved. As marketers, we all just want quick fixes.
Shouldn’t anything and everything we do as marketers circle back to the customer? Shouldn’t we as marketers be more buyer-centric than ever before? To drive demand or to just be an effective marketer, we should first align our marketing strategy, i.e. the people, process, content, technology & data, to the customer.
Marketing offers no jet skis to reach your customer. If you face a campaign effectiveness challenge – the problem is not with the choice of the channel alone, chances are that we haven’t understood our customers as much as we ought to. Like someone once told me, who wants a holistic ayurvedic treatment that takes forever to heal. We all just want a magic pill that kills the pain overnight; and if it causes side effects, we’ll take another pill for it.
Vimal Abraham heads the global marketing team at Servion. He is also an avid traveler, photographer and marathoner.
Follow him @vimalabraham
Connect with him on LinkedIn.
Publish Date: May 18, 2016 5:00 AM
Alvaria Workforce (formerly Aspect Workforce Management) is a high-performance contact center software solution that provides the forecasting, planning, scheduling, employee self-service and real-time agent tracking to ensure that all agents and supervisors are productive, engaged in their work and delivering an exceptional customer experience.
Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.
Calabrio ONE offers contact centres the complete toolset to unlock the tremendous value buried within customer interaction data and use it to transform the entire business. One seamless solution combines a fully integrated workforce optimization suite with powerful voice-of-the-customer analytics tools deployed—in the cloud, on-premises, or in a hybrid environment.
Capture every customer interaction across all channels. Extract predictive and prescriptive insights. Elevate customer experiences, improve employee engagement and increase operational efficiency. Then, extend customer-centric strategies across the business to accelerate sales, drive innovation and move your business forward.
Rated #1 by analysts and trusted by some of the biggest brands in the world, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. You can sell smarter, serve better, and know more.
Eleveo WFM was designed to simplify scheduling, forecasting and adherence for commercial contact centers with 500 agents or less. The product is easy to use for supervisors who are not WFM experts, but provides value for scheduling, shift changes, schedule adherence and supports multi-channel and multi-skill requirements. Eleveo WFM was built using open source, cloud technologies but can be installed on premise, in a hybrid environment or hosted for you in AWS.
ethosIQ’s Business Process Outsourcer (BPO) Optimizer allows clients to manage their vendor contact center resources without requiring manual intervention through our manufacture-agnostic data collector processes. ethosIQ collects schedule and exception data, based on your desired parameters. Collection of data is transparent and doesn’t require intervention from either you or your vendor resource. You know your needs, and now you can manage those needs effectively, efficiently and effortlessly, using ethosIQ’s BPO Optimizer!
|7.)||Lieber & Associates|
Technology Consulting Services
Lieber & Associates provides consulting services to select, contract for, test, implement, and optimize workforce management systems. It's technology consultants have worked with all major systems and many smaller ones. Counsel is informed by several decades of WFM experience.
Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.
SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.
Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.
Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.
*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
Track staff performance, capture meaningful feedback and deliver quality customer experiences using Phonestat. Our cloud based solution allows you to create simple scorecards to provide instant feedback and training to your staff.
There are powerful integrations to source interactions from anywhere and an open API to allow you to build your own.
VADS Workforce Management
VADS Workforme Magaement is a smart tools that gives connectivity to the workers while working remotely. An intelligent workforce management system that aims to improve operation efficiency with the end goal to provide first.
QPC WFM - Calabrio/Teleopti Specialism
QPC has a long and successful history of delivering tried and tested innovative workforce management systems, and the training and consultancy needed to ensure organisations can leverage the customer service and operational efficiency benefits workforce management principles and automated workforce management systems can deliver.
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