As businesses today compete on customer experience (CX), marketers have a tremendous opportunity to leverage effective customer problem resolution to increase loyalty and, potentially, sales. This approach integrates marketing and customer service in the ways that CRM always promised.
Contact centers are not blind to the issues that cause worker discontent, and many are now trying to inject a little fun into the drudgery by incorporating gamification. It's viewed as a natural progression as changing employee expectations increasingly alter the workforce.
Having tons of customer data means nothing unless companies can turn it into actionable intelligence that they can use to influence or alter the bottom line. That translation might not happen immediately, but it has to happen eventually if data projects are to sustain themselves.
Texting is a viable business communications tool, but inefficiencies still abound