Companies know they must adapt to change in order to compete, but often don’t rely on a wide enough lens into data to drive change. A new study announced, "Business Transformation and Analytics: Driving Change in a Customer-Centric World," reveals 85 percent of executives know that data and analytics are critical to informing sales and marketing changes within the business, yet 39 percent admit to relying too heavily on one data point. What’s more troubling, 68 percent of executives admit to avoiding a major change initiative unless there is a problem.
Commissioned by Calabrio, a provider of customer engagement and analytics software, the study surveyed more than 1,000 C-level business executives in the U.S. and U.K. to explore the factors that compel change, and identify the data sources they use to inform decisions.
Business leaders know transformation is certain as 60 percent of respondents have made a significant sales or marketing change in the past 12 – 18 months, citing fluctuations in revenue (49 percent) and direct feedback from customers (39 percent) as the top initiators of those changes.
However, executives are informing decisions based on a limited set of data points that are often the easiest to derive. While revenue figures (36 percent) and social media (20 percent) are the most influential sources, companies lack the full insight to confidently and effectively drive change.
Despite the heightened focus on customer experience, businesses still ignore sources that deliver the voice of the customer. Instead, executives draw opinions from biased sources such as ratings and reviews (49 percent) and social media (40 percent), while democratized sources such as the contact center remain relatively untapped (12 percent).
"Executives recognize the value of analytics but it’s alarming that so many are underutilizing this powerful tool," said Tom Goodmanson, president and CEO at Calabrio. "When companies have a narrow view of what’s actually happening in the business, they may be skewing decisions and, even worse, making changes that don’t deliver what customers want. Often overlooked, the contact center provides reliable, balanced information that can ensure change initiatives reflect the true needs of the customer and the way to get this information is through analytics."
Calabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) suite—including call recording, quality management, workforce management, voice-of-the-customer analytics, and advanced reporting—that records, captures and analyzes customer interactions to provide a single view of the customer, and improve the overall agent and customer experience.
Published: Monday, March 26, 2018
|1.)||Cloud IT Services GmbH|
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.
You can see the full list of features here:
Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.
|3.)||Connectica Solutions, LLC|
PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.
PH: +1 (346) 444-3555
|4.)||Layer One Technologies|
Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.
PH: (980) 288-4800
Stay in contact quickly and easily with your international offices through Megacall.
Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.
📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions
PH: +34 952 667 511
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.
netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
Build a strong business presence and improve customer relationships!
Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.
Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!
Schedule a live demo or request a quote today!
Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.