New research from Call Centre Helper, run in partnership with NewVoiceMedia, reveals that nearly half of industry professionals (44%) name ‘IT issues’ as a key barrier to running an effective contact centre.
The survey, which asked over 600 members of the contact centre industry ‘what barriers stop you from running your dream contact centre?’ also found that budget (67%), the need for new technology (40%) and technology not being joined up (35%), are all responsible for restricting progress in the contact centre.
Technology is rapidly changing the balance of power between consumers and retailers.
While there are some powerful and amazing up-and-coming, technology-driven applications available to help retailers improve their interactions with shoppers, most organisations seem to view these as merely another opportunity to help themselves rather than help their shoppers have a better experience – continuing to do things to their customers rather than do something for their customers. [more…]
Teradata Marketing Applications today announced that Forrester Research, Inc., a leading independent research firm, has recognised Teradata as a Leader in Real-Time Interaction Management (RTIM) in an new report.
RTIM is a key part of the Teradata Integrated Marketing Cloud, and is what allows marketers to deliver relevant, real-time offers and messages across digital or offline channels to best meet the most current needs of each individual customer.
For a complimentary copy of the Forrester RTIM Wave report, visit the Teradata Marketing Applications website.
CRM agency Amaze One, a collaboration between St Ives Group-owned Occam and Amaze, has significantly expanded its team in response to the rapid growth of the agency. Many of the hires are graduates, counteracting a perceived lack of young talent in the industry.
Lick Creative, part of visual communications specialists The Delta Group, today announces two new appointments.Anthony Earley and David Balko have both been appointed Business Development Directors, with a remit to identify opportunities for collaboration across The Delta Group as a whole, alongside implementing Lick’s creative ideas into new business proposals.