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Analytics News & Analysis

What Customers Want from Contact Centers - and How to Deliver It

When speaking with a customer service agent on the phone, most customers want swift, accurate answers and a human experience. These are the findings of a new online survey conducted by Harris Poll on behalf of NICE.

According to the poll, 59 percent of respondents say they most value having issues resolved efficiently and correctly when contacting a company via phone. The poll also uncovered that 23 percent of customers would rather have a real conversation with a person rather than listening to an agent reciting a script.

Surprisingly, being put on hold and waiting to transfer to another representative were of significantly less importance, with 6 percent citing hold time as most important, and 3 percent citing transfers – as long as the customer received a quick, correct answer to their problem.

In short, the survey reveals that what customers really want from your contact center is excellent customer service – and they want it fast.

Social, Analytics and Smartphones Driving IT Spending Growth

While smartphones remain the top dogs in IT spending, the research firm IDC reports analytics, collaborative applications and data management will help drive stronger spending through the end of 2014.

The firm forecasts worldwide IT growth of 4.1 percent in US dollars. It notes that without smartphones, the number would be just 2.8 percent (in US dollars).

"Aside from smartphones, the strongest growth will come from software, including rapidly expanding markets such as data analytics, data management and collaborative applications including enterprise social networks," the firm noted.

Q3/Q4 Planning: Top Marketing Technology, Social Business Conferences & Events (6-Aug-14)

Our industry event planner gives you the heads-up on what key industry events are coming around the corner. If we've missed something, don't hesitate to add your event to the list. (You can also view the full calendar here.)

You're Invited: How to Personalize Website Content

Join CMSWire and Clickability on August 21. In this one-hour webinar, learn how to take effective steps to target content to individual website visitors.
 

> Register Now

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Big Data is Here: How About Actionable Insights? [Infographic]

By now everyone from your kid’s baseball coach to the Avon lady representative can give you an earful about how (big) data and analytics lead to better decisions. But if that’s the case, why are so many of us seeing so many lousy offers?

A few years ago we might have been able to argue that retailers, and other marketers, thought that big data was just a bunch of hype that didn’t actually lead to better returns. But we’ve come a long way since then.

IBM Focuses on 'Talent and Change'

Tools or no tools, we've been talking about people and talent being a hot commodity. IBM believes it has tools that can lead to the right people -- and keep those people happy

The Armonk, N.Y.-based software giant just released cloud-based software and a new "talent and change" consulting practice. IBM's goal is to help organizations use analytics and behavioral science to identify top talent.  

Part of the IBM Kenexa software offering, it is delivered through the IBM Smarter Workforce initiative.

"The offering bundles bring together new and existing software and services from across IBM's Smarter Workforce portfolio including our social collaboration, analytics, workforce science, digital experience, consulting and of course Kenexa's talent assessment and recruitment capabilities," said Zahir Ladhani, ‎IBM's vice president of its Smarter Workforce. "Delivered through the cloud and supported by the new Talent and Change consulting practice, they're designed to make it faster and easier for clients to implement and scale workforce solutions across the organization."

Salesforce Adds Mapping and Data Features to Journey Builder

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Salesforce announced plans for a new drag-and-drop mapping option to Journey Builder today, one of several new features that should make the tool more user friendly for marketers.

The new tool gives users a canvas that they can use to map the customer journey across channels such as social media, web, mobile and desktop devices.

Salesforce also added a Journey Triggers function based on predictive analytics that can automatically send special offers and other content based on shifts in customer behavior. The idea is to nudge consumers back onto the purchase path if they abandon a shopping cart, leave a web page or indicate a change in product affinity.

Getting Big Data Smart with Nara Logics, Solix, Actian

“Big Data” and “Small Returns” are two labels you won’t find together in marketing literature all that often. But the reality is that’s exactly what many companies are finding as they venture onto the pastures of computing’s third platform.

The role of technology companies -- when they're not innovating -- is to make their clients’ journeys less painful and more valuable. We’re spotlighting three very different companies, Solix, Nara Logics and Actian, that seem to be rising to that challenge.

Q3/Q4 Planning: Top Marketing Technology, Social Business Conferences & Events (30-July-14)

Our industry event planner gives you the heads-up on what key industry events are coming around the corner. If we've missed something, don't hesitate to add your event to the list. (You can also view the full calendar here.)

You're Invited: How to Personalize Website Content

Join CMSWire and Clickability on August 21st. In this one hour webinar, learn how to take effective steps to target content to individual website visitors.
 

> Register Now

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Top 5 Internet of Things Security Concerns

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Security concerns are developing faster than the Internet of Things (IoT). But HP claims it is tackling IoT related concerns head on and has identified what it describes as the top five issues for businesses to consider.

The research, carried out by Fortify, part of HP Enterprise Security Products, confirms those security concerns. It shows 70 percent of the most commonly used IoT devices contain vulnerabilities, including password security, encryption and general lack of granular user access permissions.

Qlik Ready for Battle in Data Visualization

Qlik Technologies last week took a major step to boost its positioning against key competitor Tableau Software. It introduced Qlik Sense Desktop, an application targeted at the fast-growing, self-serve data visualization market.

Qlik Sense is the initial piece of Qlik’s .Next offering (the main Server edition is scheduled for a September launch), which aims to make tools for business intelligence (BI) easier to use for a wider variety of enterprise employees. The Server edition will feature server-side deployment, a mobile-first focus,  collaboration and expanded enterprise capabilities.

Big Data Bits: Big Data Empowered

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The analysts say that big data is maturing, that we’re no longer in an investigative mode and that instead we’re getting busy. Big vendors are buying start-ups to extend capabilities to their customers, we’re starting to run Hadoop on the Cloud, we’re using new databases to power activities we wouldn’t have dreamed of in the past, and so on. Want to know more? Read on … 

BlueConic Reemerges

Some spinoffs come off as a desperate ploy to hold onto audiences. Did we really need The Golden Palace after The Golden Girls finished?

Others hold their own next to the original. The Mary Tyler Moore Show came from Lou Grant. The Daily Show begat both The Daily Show with Jon Stewart and The Colbert Report.

BlueConic falls into the latter category. Four years ago, web CMS provider GX Software introduced it as a complimentary web engagement solution. In the years that followed, BlueConic broke off as an independent entity, received $3 million in Series A funding from Boston-based Sigma Prime Ventures, moved its headquarters and two of its chief executives to Boston.

So why don't we hear more about it?

OKCupid's Secret Formula for Finding Love Revealed

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“We experiment on human beings,” so said Christian Rudder, co-founder and president of matchmaking site OKCupid in a blog post.

You might have thought that he and his colleagues work tirelessly as data scientists trying to help Romeos of this world find their Juliets … and sometimes, they do.

But they’ve done other things, too. Like tell their customers that they’re 90 percent matches when, in truth, the likelihood was closer to 30 percent.

Why’d they do that, you may be wondering. To test the power of suggestion is the short answer. And it turns out that it’s pretty powerful.

People who were told they should like each other did, even though statistically, that shouldn’t have been the case. “The mere myth of compatibility works just as well as the truth,” Rudder wrote.

Pivotal, Hortonworks and a New Hadoop Management Standard?

Gartner analyst Merv Adrian wrote an interesting blog post earlier this year titled “Hadoop is in the Eye of the Beholder.” In it, he posed an interesting question. What is Hadoop?

We’re not going to rehash his argument.  It’s a fine and even funny post. You should read it. But if you don’t, suffice it to say that he concluded that it’s not a question that’s easily answered. As a result, if you’re an enterprise that is “doing Hadoop,” “buying Hadoop,” or “shopping for Hadoop,” what exactly are you talking about?

Discussion Point: How Will the IoT Change Our Lives?

Thumbnail image for discussion-pointYou can't escape the buzz about the Internet of Things (IoT). From ubiquitous sensors and constant connectivity to wearable tech and appliances that seemingly think autonomously, the potential is limitless.

We're rapidly developing a digital nerve system as sophisticated and complex as anything in the human body.

Proponents boast that the IoT will shape our futures and transform the ways we work, live and play. But will it — and, if so, how? To find out, we turned to four industry experts, including two that rank on Appinions list of the IoT's top 10 movers and shakers. (Appinions is an influence marketing platform designed to help B2B businesses identify, manage and measure the people and ideas that impact companies and their products.)

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