Leslie Ament
Leslie Ament
analyzing applying believe continue customer empower focus forward goal growing increasing intelligence invest millions performance process profitable select services spent strategy support technology thinking towards
Organizations have spent millions capturing, analyzing and applying customer intelligence with the goal of growing revenues by increasing focus on customer-centric strategy and execution. We believe forward thinking organizations will continue to invest in select technology enablers, process development, performance measurement capabilities and services that empower them to apply customer intelligence towards better decision-making in support of more profitable growth.
agent automation balance becomes companies cost dictate financial furniture margins products profit realistic retail services total venue web
For low-priced, commodity-type products, automation is the most realistic venue as profit margins dictate that companies deploy LTC (lowest total cost of ownership) options, which are typically voice-automated, Web self-service, or offshore. For higher-priced products or consultative services such as furniture or retail financial services, the right balance between automation and live agent becomes more complex.
based build customer decision develop handle likely occur previous probable processes situations trees
Organizations would do well to build decision trees and develop workflow processes to handle probable escalations or situations likely to occur based on previous customer interactions.
boost choices customer customers empowers global grow higher increase investing less levels pressured provide reduce service time
Organizations are pressured to grow revenues, reduce costs, and provide higher levels of customer service in a global marketplace where purchasers have more choices and less time than ever before. Selectively investing in high-value customers empowers organizations to boost revenues, reduce operational costs, and to increase customer retention/acquisition rates.