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News Bites: Google Smart Lists, Contact Center Tips, & More

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And now, the news. Google gets Smart Lists, Sysomos integrates with Clarabridge, Bulldog gets Boosted, and 3CLogic goes 5.0.

Also in the headlines: multichannel contact centers get tips, addresses get corrected, reps need to know what they need to know, and Clari offers a new mobile sales productivity platform.

Google Analytics' Smart Lists

Google Analytics announced this week an automatically managed remarketing list. This comes in response to marketers who say hundreds of dimensions can be overwhelming. The tech giant defines remarketing as "a feature that lets you reach people who have previously visited your site, and show them relevant ads across the web or when they search on Google."

This is done through the option of allowing "Google to manage my list for me," as a Smart List. The company said that Smart Lists are built from anonymized data, using such metrics as visit duration, page depth, location, device, referrer and browser to determine which users are most likely to convert.

Sysomos Partners with Clarabridge

Social analytics provider Sysomos is busy in the partnering department. In March, the company announced an integration that added its social data for customer segments and brand reputation to Tickr's real-time data platform for enterprise metrics.

Now, Marketwired-owned Sysomos is launching a partnership with Clarabridge, a customer experience management vendor. The combination provides customer feedback from such channels as surveys, call center notes, emails, chat and social conversations to help brands manage customer engagement by providing a more complete picture.

A Boost for a Bulldog

In February, Bulldog Solutions, a B2B marketing tech company, released a software-as-a-service application called Bulldog Gameplan for the creation of integrated B2B marketing plans.

Now, the company is feeding the Bulldog with Boost, a marketing mix optimization feature that provides benchmarks for marketing plans and recommends specific marketing mix improvements. The optimization uses propriety algorithms based on Bulldog's experience in marketing campaigns.

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Bulldog Gameplan, now with Boost

3CLogic Adds Reporting Framework

In the contact center arena, 3CLogic has unveiled version 5.0 of its cloud-based contact center. It features a new Athena Reporting framework, Iris scripting engine and other product upgrades for reporting analytics based on call data and other inputs.

The new release adds customizable tools and real-time scripts for adaptation. Other enhancements include improved dashboards, call conferencing and transfer functionalities, as well as the ability to preview incoming caller information in a separate pop-up screen and improved "whisper" communication for private interaction between supervisors and agents.

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A report screen from 3CLogic

Tips for Multichannel Contact Centers

Speaking of contact centers, DMG Consulting looked at do's and don'ts for multichannel contact centers where all interactions are queued, routed, handled and recorded centrally.

The study, "Cloud-Based Contact Center Infrastructure Market Report," includes 11 tips. In the compensation category, the report recommends that companies not "have different pay scales for each channel and underpay phone agents."

Instead: "Use one pay scale; pay all agents fairly and competitively based on their knowledge, experience and competency." Other covered practices include hiring, staffing, performance goals, quality assurance evaluations, training, coaching, policies and procedures, organization structure, service/CRM application and knowledge base.

Getting the Address Correct

The wrong address, because of a mistyped online entry or a call center operator's mistake, can throw customer service for a loop. This week, address verification provider Loqate announced its new Address Powersearch, available in both cloud or on-premises versions.

 

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