We use cookies and other similar technologies (Cookies) to enhance your experience and to provide you with relevant content and ads. By using our website, you are agreeing to the use of Cookies. You can change your settings at any time. Cookie Policy.

Untitled Document We have entered a nasty recession, and no one knows how deep or long it will be. Retaining existing customers is never more valuable than in an economic slowdown, when it is really hard to acquire new ones. The customer retention imperative, combined with cost reduction pressure, will drive customer service and knowledge management adoption trends in 2009.

Business drivers

Most business leaders in global enterprises are pulling together long lists of action items to reduce costs to balance lower revenue or stalled growth. At the same time, they want to keep customers happy and preserve their long-term business value. In customer care groups and contact center operations, this pressure to reduce costs will translate into the following drivers:

  • Reduced contact center inquiry volume
  • Enhanced agent productivity/cost
  • Improved first-time-resolution
  • Customer satisfaction monitoring
  • Reduced infrastructure costs

Cost cutting does not have to be boring -- it can be done innovatively. The opportunity to meet these challenges with proven technology solutions, in our opinion, has never been better! We predict increased adoption of the following eight technologies and approaches in 2009 for customer service CRM:

1. Multi-modal web self-service for new levels of adoption

Web self-service has been touted as a quick fix for reducing contact center volumes for a very long time. Unfortunately, poorly executed self-service strategies can do much more harm than good. Customers are known to vote with their wallet when they get stuck with poor self-service. Therefore, it is important to opt for flexible tools that offer multi-modal self-service capability.

For instance, industry research shows that search, while a popular access method for finding content on the internet, does not do a good job when it comes to customer service content. Best practice suggests that businesses use solutions that support a Swiss Army knife multi-modal access approach, including FAQ, search, browse, guide help, and chatbot as options to improve information findability in a knowledge base. Appropriate access methods can be exposed to customers depending on their profile and inquiry type.


1  2  3  

   Next Page

Explore Our Topics

  • Virtual Conferences
  • Webinars
  • Roundtables

BPM in Action

March 10, 2011

The sixth annual BPM in Action 2011 Virtual Conference will explore cutting-edge market developments in BPM and describe how to leverage them for improved business operation and performance. More

View All Virtual Conferences

Smart Case Management: Why It's So Smart.

Date:Nov 05, 2009
Time:12:00 PM ET- (17:00 GMT)


Date:Oct 29, 2009
Time:15:00 PM ET- (19:00 GMT)

View All Roundtables
  • Research Library
  • Podcasts
  • News

Joe McKendrick: Part II of II: Designing Evolve-ability into SOA and IT Systems

In part two of Joe McKendrick's recent podcast with Miko Matsumura, chief strategist for Software AG, they talk about how SOA and IT systems need to change and grow and adapt with the organization around it.

Listen Now

Phil Wainewright: Helping Brands Engage with Social Media

Phil Wainewright interviews David Vap, VP of products at RightNow Technologies, and finds out how sharing best practices can help businesses understand how best to engage with online communities.

Listen Now

Peter Schooff: Making Every IT Dollar Result in a Desired Business Outcome: Scott Hebner of IBM Rati

Scott Hebner, Vice President of Marketing and Strategy for IBM Rational, discusses a topic on the top of every company's mind today: getting the most from IT investments.

Listen Now

Jessica Ann Mola: Where Will BI Fit In? Lyndsay Wise Explains

In BI, this tough economy and the increasing role of Web 2.0 and MDM are certainly topics on people's minds today. WiseAnalytics' Lyndsay Wise addresses each of them in this informative podcast.

Listen Now

Dennis Byron: Talking with...Deepak Singh of BPM Provider Adeptia

Deepak Singh, President and CTO of Adeptia, joins ebizQ's Dennis Byron in a podcast that gets its hand around the trend of industry-specific BPM.

Listen Now
More Podcasts
  • Most Popular
  • Quick Guide
  • Most Discussed

Quick Guide: What is BPM?

Learn More

Quick Guide: What is Event Processing?

Smart event processing can help your company run smarter and faster. This comprehensive guide helps you research the basics of complex event processing (CEP) and learn how to get started on the right foot with your CEP project using EDA, RFID, SOA, SCADA and other relevant technologies. Learn More

Quick Guide: What is Enterprise 2.0?

A lot of people are talking about Enterprise 2.0 as being the business application of Web 2.0 technology. However, there's still some debate on exactly what this technology entails, how it applies to today's business models, and which components bring true value. Some use the term Enterprise 2.0 exclusively to describe the use of social networking technologies in the enterprise, while others use it to describe a web economy platform, or the technological framework behind such a platform. Still others say that Enterprise 2.0 is all of these things. Learn More