Use of cloud contact center results in low cost, increased efficiency and greater flexibility but cost centers need to consider a good cloud connectivity. Businesses generally use public internet to access cloud services which is not reliable. Fast and secure service can be enjoyed with good cloud connectivity and customers will be loyal because complexity will be reduced with a single point of contact for all services. Read more at:
A light-emitting, transparent and flexible paper has been created by Chinese researchers led by Yu-Zhong Wang and Fei Song (material scientists from Sichuan University) which glows and emits light at room temperature. This paper can be used for phones and tablets to make them lighter and eco-friendly. This material can bring a new thinking on future electronic displays and 3D printing papers.?Read more at:http://www.digitaljournal.com/technology/researchers-develop-light-emitting-paper-for-flexible-displays/article/433850
http://searchcrm.techtarget.com/news/4500246053/Contact-center-analytics-still-an-uncharted-frontier
The pursuit of data and analytics is helping companies to venture into new fields, transcending the fine lines between different industries. For example, a well-known sports company has ventured into the market of wearable technology, with the release of its fitness tracker, containing sensors, which automatically collects data regarding one's sleep patterns and the number of steps taken in a day. Consumers must first download the fitness tracker app in their laptops or mobile devices. So, indirectly the company is also involved in the software business. Since the objective involves collection and analysis of data, to get customer feedback, the company is also involved in the analytics business. Cable and satellite suppliers are also using analytic tools to get deeper insights into viewing trends and ideas about more profitable programming opportunities. Read more at:
http://blogs.teradata.com/bill-franks/big-data-blurring-industry-lines-nike/
More and more music companies are turning to data analytics as people are increasingly listening to music online. Social media is providing newer ways to reveal the variety of factors affecting the different artists' sales. Music analytics companies now have access to information regarding the frequency, a song is heard, when it's heard and by whom, which help them in forecasting future hit records. Musicmetric, a music analytics platform, also focuses on gathering customer opinion from social networking sites to gain information regarding different artists' popularity for understanding the best platforms to market them. Even data related to ticket sales to live concerts can help in planning tours. To know more about music analytics, follow:
http://channels.theinnovationenterprise.com/articles/how-is-analytics-changing-the-music-industry
77% of the contact center's cost is associated with employees. Therefore, managing them effectively is the most important task. Workforce management is the process of getting the "just right" number of staff in place every hour to maximize service and minimize cost and it's one of the most important planning and management functions in the call center. It also helps in controlling wait time effectively. We can create schedules while tracking Real-Time Adherence and monitor intra-day change to provide a consistent and superior level of customer service. Tips to enhance the productivity of contact center agents are:
• Use blending approach if you have inbound and outbound operations.
• Provide full access of schedule to staff members.
• Use workforce management software for planning.
• Use automated workforce management to find the skill gap.
• Use adherence to manage contact center agents.
To know more tips and how to use them, please follow this link: http://www.itweb.co.za/index.php?option=com_content&view=article&id=143454
60% of CLOs are dissatisfied with their internal learning analytics capabilities. Most of the CLO are dissatisfied with their traditional organizational approach Kirkpatrick to evaluate learning. They want an analytical enhanced approach in learning. Modern analytical enhanced approach measure overall management and development of a company's employees. Laurie Bassi (CEO of McBassi & Company) and Dan McMurrer (Chief analyst of McBassi & company), talks about how to transform an organization's learning analytics:
1) Create an “authentic” learning impact evaluation by embedding it in a more holistic framework.
2) Stop waiting for the perfect data warehouse. Instead, create a “data hut.”
3) Don’t let the perfect become the enemy of the good.
4) Choose your initial analytics project carefully.
5) Start under the radar.
6) Insightful reporting trumps data dumps.
7) Use learning evaluation to improve the effectiveness of learning.
Read more at: https://www.td.org/Publications/Blogs/Learning-Executive-Blog/2015/05/7-Steps-to-Using-Analytics-to-Improve-the-Evaluation-of-Learning
In an age, where a large proportion of email opens are done via mobile devices, marketers should consider responsive design, which allows them to control the email display, according to the size of the viewer's screen, adding flexibility to the content display of the mail. Email marketing solution providers are there to help. Pre-send testing is important, which makes sure that the messages look as good as desired across all devices ranging from tablets, mobile phones and desktops. To know more, please follow the article by Akin Arikan (Contributing Author) at:http://www.cmswire.com/cms/digital-marketing/the-age-of-mobile-moves-from-static-to-dynamic-029255.php
The business world is eager to choose the right Digital Access Management (DAM) system so that vendors can provide the necessary technology to meet key business needs. Selection of a vendor can be a complex process and focusing on key elements will lead you to take a right decision. A successful implementation of DAM depends not only on new technology but also on sound digital strategy. This in turn ensures that assets generate revenues, increase efficiency and remain updated with emerging market trends. Digital strategy should be given the most importance. Strategy should be based on a well-established foundation. This foundation should include rich media collections, metadata, taxonomy and governance among other things. To know more, please follow the link:
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http://www.cmswire.com/cms/digital-asset-management/making-a-dam-decision-029041.php
It has been documented that traffic can change for a certain website or app while reviewing analytics report. It is difficult to prepare an analysis as most often it is not clear from where to start the diagnosis. There is no best way to start the analytical reporting, the key being finding the exact reason behind the traffic drop; whether technical or marketing influence. Traffic declines can be categorized into two category i.e. sharp declines or gradual decreases. Sharp declines over short stretches can point to technical issues while gradual declines may be inclined towards marketing and digital influences. Various solutions are available for change in traffic due to technical issues. To know more, follow:
"Your strategies and budget on business technology agenda-technologies, systems, and processes to win, serve and retain customers"- Kyle McNabb (Vice President of Research Strategy at Forrester Research). In the age of customer era, all B2C organizations need to find ways to meet the needs of the customers. They are also forming customer-obsessed operating model which focuses on customer loyalty, innovation and growth.
In his article “Building A Customer-Obsessed Operating Model,” suggested some ways to make a customer obsessed operating model:
• Investment in new skills like analytics and big data.
• Rethink your process and try to apply agile in your entire organization.
• Re-engineer your systems.
• Modify governance.
• Transformation of organizational culture into more customer-oriented culture.
Read more at: http://www.forbes.com/sites/forrester/2015/05/26/building-a-customer-obsessed-operating-model/
Big data combines unstructured data with structured data to produce a report which provides a complete view of the organization. This report helps in decision making. Big data provide real time or near real time data. According to Mark Shacklett (President of Transworld Data), big data analytics results have impacted corporate revenues, expenditure and customer satisfaction. Web-based analytics on e-tail users helps in generating more sales by assessing customer preferences. Network diagnostics toolset analyze network and machine-generated data and produce predictive reports. This tool set gives a real-time view of network traffic. Sensors placed on railways and tram tracks, help crew members to proactively repair or replace equipment and railway tracks before they fail. Read more at: http://www.techrepublic.com/article/4-ways-real-time-analytics-lead-to-competitive-advantages/
According to James Heskett, Predictive analytics have the potential power to produce remarkable services and longer lives. Now, predictive analytics is also applied on humans. Recently, companies are sending information to target customers about products of their interest. With the advancements in big data and cloud computing, the accuracy of this science is improving now. Predictive analysis is also essential for organizations focusing on customer satisfaction in delivery time. Read More at:http://hbswk.hbs.edu/item/7527.html
Are you a seasoned investor and yet you regret making decisions on certain investments? In other words, have you ever thought about going back in time and "do-over" some of your investment decisions? There was never an investor who didn't want to do this. Yes this is a common trait in most of the investors. What makes us stick to some of these decisions which turn out to be worthless with the passage of time while other decisions might be the reason you become a billionaire. The answer lies in this article: http://blogs.wsj.com/experts/2015/05/05/in-investing-and-in-business-dont-trust-your-feelings/
We have come across the word "Smart city" frequently in recent times and we will see it more frequently in coming years. What exactly is a Smart City and how is it created? The idea of smart City is to embed the technologically advanced devices which are making the Internet of things a reality into our surroundings. Once the technology is hard wired with the infrastructure, we can interact with these devices using our smart phones or computers and also devices can interact among themselves. For example, a car will be guided to an empty parking space without any human intervention.
In order to realize these smart cities, software and hardware applications for the internet of things are being encouraged. Some of the applications planned for smart cities are intelligent street lighting systems to conserve energy, mapping energy use around the city to understand demand and mapping how people maximize use of bicycle and foot paths. People are also raising caution over this new technology as it will hurt privacy.Read more at:http://www.forbes.com/sites/bernardmarr/2015/05/19/how-big-data-and-the-internet-of-things-create-smarter-cities/2/
In the age of Big Data, the data tables are going to grow enormously in size. Millions of rows of data will be obtained. Computational techniques available now will no longer be efficient in analyzing and interpreting the data. Enter this June; MIT researchers will present a new algorithm that will reduce the size of the data tables by leaving out bunch of rows. The data/rows remaining will be the representative ones of the total data. This is called condensed data/matrix of original data/matrix. To know more about how to handle Big Data, follow:https://newsoffice.mit.edu/2015/algorithm-shrinks-big-data-0520
Companies are recognizing the need of contact center analytics to gain more consumer awareness but problems like cost of hiring new staff and procurement of new equipment are holding back contact centers from investing in analytics. Other factors like funding and prioritization are to be blamed as contact centers are now seen as cost centers but terms like customer experience and customer journey are gaining exposure. Read more at:
http://searchcrm.techtarget.com/news/4500246053/Contact-center-analytics-still-an-uncharted-frontier
Thanks to enhanced campaigns, the role of paid search has been changing. Paid search helps to expand company's footprint on a search engine result pages and increases visibility as consumers often cast their eye towards the largest visual element when we go through a website. With new technology and devices like laptops, tablets and smartphones marketers must plan ads in a way that it reaches the consumers in the search context that the they prefer. Users set ads to appear according to three general events:
The benefit is streamlining campaign so that ads that used to require separate campaigns, can now be handled in a single campaign. Marketers can increase campaign bids during the times of day when customers are more likely to search for a product. Enhanced campaigns has not only benefitted marketers but also the customer as their convenience is taken into account. Read more at:
http://www.cmswire.com/cms/analytics/maximizing-your-enhanced-marketing-campaigns-029244.php
In this competitive world, advertising is very important for getting customer’s attention. But, a small industry has limited budget and they need to develop a successful marketing campaign, which creates revenue for them without expending too much. Here are some tips to grow business with limited budget:
• Make an interesting and short elevator pitch.
• Try to think locally because it can really pay off.
• Collaborate with local business.
• Networking is the best way to grow your business.
• Presenting speeches full of information about the product and benefits, in conference and events can be helpful.
• Try to build relationships with customers.
• Offer incentives and coupons to customers.
To know more tips and benefits of all these tips, please follow this link: http://www.entrepreneur.com/article/246528
According to Nitin Mehta (CIO of IT Enterprise Transforming India), Indian industries are going through technology transformation phase. Social, mobility, analytics and cloud (SMAC) are changing the way the organizations run. According to the Enterprise IT trends and investments 2015 survey report:
• 64% of the Indian CIO plan to increase their IT spending over 2014.
• Three in ten CIOs are planning to increase their IT spending by 10%.
• 25% of the IT budget is allocated to SMAC technologies.
• 50% of the respondents believe that social media is very effective in engaging customers.
• 57% of the respondents believe that cloud is being every significant.
Some observations are found, they are:
• CIO’s, IT agenda is mainly driven by internal factors, such as maturity and organization size.
• Companies IT spending is increasing.
• Social media is becoming an integral part of marketing strategy.
• Social media is transforming the relationship between stakeholders.
• Increasing usage of smartphones and internet, helping organizations in creating digital data.
• Prescriptive analytics is helping organizations in understanding the need of the customers.
Read more at: http://www.moneycontrol.com/news/technology/indian-companies-to-spend-moredisruptive-technology-ey_1391213.html?utm_source=ref_article