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Championing the Case for Contact Center Analytics!

Contact centers have always been awash in data and data crunchers. But based on progress in data science, there is a renewed focus on analytics and how you can use it to differentiate your customer engagement strategy. When competitors offer similar products and use comparable technologies, your customer service strategy can offer meaningful advantage to your brand.

Using analytics appropriately, forward-looking companies can wring every last drop of value from their contact center processes.

Traditionally contact centers have used metrics like Average Hold Time (AHT), First Call Resolution (FCR), Abandon Rate, Occupancy, Adherence to manage the operation.

However, now they want to leverage additional data; what are the upsell opportunity, how much customers will pay; how many items each will buy in a lifetime; and what triggers will make people buy more.

Many contact centers now want to use additional data to answer more strategic questions, such as:  Read More »

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The Information Driven Enterprise in a Connected World

Join me at the ARC Industry Forum Europe 2015 –  March 4-5, Amsterdam, The Netherlands – where this year the theme is ‘The Information Driven Enterprise in a Connected World’.

“New and emerging technologies such as the Internet of Things, predictive analytics, wireless, additive manufacturing, modular and mobile production, cloud computing, mobility, and 3D visualization are beginning to disrupt and radically change the way industrial enterprises do business.  Departing from the characteristic industry prudent innovation, leading companies now recognize that they must embrace new information, automation, production, and supply chain technologies to maintain a competitive edge.” (Arc Forum Executive Team)

The Forum is aimed at CEOs, COOs, and Presidents, CIOs and CTOs, and I shall be hosting a couple of sessions on the agenda:

The first day I’ll be driving a session on Collaboration and Organization, and the second day a plenary workshop on Industry 4.0, Industrial IoT, Dig Data, Analytics and the cloud:

ARC Forum 2015 Ams

Join me if you can. If you have a good case study from your company I’d be happy to buy you one of our great beers brewed in the Netherlands so that I can listen!

Registration Methods
Please use one of the following methods to register for the Forum:

Call +49-(0)2104-28698 (ext. 87 or 89), fax +49-(0)2104-542013, or e-mail ablech@arcweb.com or  rkilies@arcweb.com.

Register On-line

Read More »

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IoE and the Shape of Things to Come

“May you live in interesting times,” the old saying goes. With its explosion in intelligent connections, the Internet of Everything makes this one of the most exciting times to be alive — ever.

But you already knew that.

The real fun begins when we consider that as dynamic as technology change appears to be in 2015, this is only the beginning. Mobility, video, analytics, and other technologies have already transformed our jobs, our home lives, the ways we socialize, access entertainment, you name it. But now IoE is accelerating change at an even faster rate as people, culture, innovation, technology, get added to the mix.

With that in mind, let’s explore some key predictions to see where I believe IoE will take us in the next ten years or so.

The way I see it, IoE will drive an unparalleled level of social and business consciousness, as the Internet evolves far beyond its current state and limitations. This transformation will center on three core capabilities to be Hyperaware, Predictive, and Agile.

Top Predictions for the Internet of Everything Era from Joseph M Bradley

Hyperaware Read More »

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Cisco Mobility IQ Turns Stadiums into Marquee Digital Data Collectors

Normally the site of rival match-ups, Cisco’s cloud-hosted, analytics solution Mobility IQ is turning stadium environments into the newest place to gain visibility into mobile traffic like never before.

With advanced insight into Wi-Fi, 3G and LTE network activity – all in real-time – service provider customers can reach attendees faster than you can yell “score!”

Make all their searches end with you.

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Ready for new business outcomes? Use Cisco’s Mobility IQ for real-time insight into what your attendees want. Read More »

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Cisco Mobility IQ Ushers in New Era of Retail Engagement and Outreach

With Cisco’s cloud-hosted, analytics solution Mobility IQ, retailers and their partners can now gain invaluable insight into their customers’ “showrooming” habits, understanding more about why customers browse in-store – but buy online. This breakthrough solution is making it easier to capitalize on untapped business opportunities and create impressive customer-focused campaigns.

Wouldn’t it be great to show her your in-store item (with a price match!) for that online deal she’s browsing? With Mobility IQ, you can do it right now.

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She’s here already. Now’s the time to let them know you’ll match that online price. Read More »

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