Companies need to start with the existing customer experience on their systems and build back the tools, technologies, and processes that will help them communicate better with their customers. Technology can only support a process that works. If the process is broken, technology cannot solve the problem.
More Quotes from Elizabeth Herrell:
If companies work with outsourcers to build a structure that requires accent neutralization, cultural affinity, and a company product background -- if it makes the investment in their people -- then the performance could be good. But if they are merely going to a lowest-cost location, to an area that has already been mined for agents with English proficiency, then their customer service will falter.Elizabeth Herrell
It's the business or marketing unit that wants intelligence on the customers. There are still a lot of contact centers that are not integrated with the business unit. It's still considered an expense.
Elizabeth Herrell
They want a common platform, but I'm not sure all the applications on that platform will be theirs.
Elizabeth Herrell
Unified messaging is really an old architecture. It has been around since the mid-'90s. There is a shift happening, because Microsoft is getting into the business. Still, you can't really say that things will change overnight.
Elizabeth Herrell
Initially, the contact center was considered a service organization and was asked to do that as efficiently as possible. Quality monitoring as a contact center application is still very much involved in the initial goal of improving customer-facing processes. But importantly, it now has higher value for deriving customer intelligence.
Elizabeth Herrell
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Based on Topics: Computers & Technology Quotes, Work & Career QuotesMan lives for science as well as bread.
William James
I think it was when I ran into Kerouac and Burroughs - when I was 17 - that I realized I was talking through an empty skull... I wasn't thinking my own thoughts or saying my own thoughts.
Allen Ginsberg
Most people would sooner die than think; in fact, they do so.
Bertrand Russell