It's a shift in the way we go about doing our business. We've gone from seven customer-facing organizations, whether it's Air Force systems, Navy systems, whatever, to a more capabilities-focused organization where you're bringing together ... all of those programs that would create the opportunities for us to improve performance, improve our cost structure and respond to the transforming needs of those customers.
Quotes about customer-facing (7 Quotes)
Profits are related to customer retention. Customer retention is related to employee retention. Employee retention may or may not be related to benefits, but benefits could be part of the package that causes people to stay and -- by the way -- engage in discretionary effort. ... If you go into any organization that's customer-facing, you can tell in five minutes when the employees are feeling abused. They retaliate on the customers.
As our research clearly shows, companies have focused too heavily on technology in their contact centers and haven't paid enough attention to key process and performance measurement changes. Companies need to properly evaluate their customer-facing processes and provide call center representatives with supporting technologies that allow them to execute processes that improve operational effectiveness. Only in this way can they raise customer satisfaction and generate new business opportunities.
The business-intelligence apps, called Siebel Analytics, represent an area Oracle covets--namely, providing closer to real-time visibility into customer-facing business processes. This is another area that's very strategic to us, ... The technology is very impressive.
Siebel's expertise with industry-specific customer-facing applications combined with rich analytics will not only serve as the centerpiece of our CRM strategy for Oracle Fusion Applications, but can also be used to extend our current customers investments today.
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.
One important finding is the emphasis on business skills. There has always been a need for that, but now employers want IT workers to have industry knowledge and business skills from the start. Computer science is very technical by design, but two of the more popular areas in demand are systems analysis and systems design, both of which are customer-facing positions that require user interaction and communications skills.