63% of UK adults use their domestic landline at least once a week according to a YouGov survey carried out on behalf of outsourcing company Firstsource Solutions. This is despite 94% of UK adults now owning a mobile phone, according to the Ofcom 2013 Communications report. Continue reading Survey Shows Domestic Landline Has Not Yet Reached the End of the Line
8×8, Inc., a provider of cloud-based unified communication and collaboration solutions, today announced the formal launch of its services in the UK and Europe through recently acquired UK-based Voicenet Solutions, now operating as 8×8 Solutions. Continue reading 8×8 now available in the UK and Europe through 8×8 Solutions, Formerly Voicenet Solutions
Genesys (www.genesys.com), a leading provider of customer experience and contact center solutions, today announced that it has acquired Ventriloquist Voice Solutions International (www.vvsii.com). The Ventriloquist solution brings additional scale and reach to the Genesys cloud-based proactive communications offerings, which help companies to deliver persona-based, branded customer interactions over voice, SMS, email, and mobile to improve the customer experience. Ventriloquist is an existing partner of Genesys with a substantial installed base of customers in Canada and the U.S. Continue reading Genesys Acquires Ventriloquist To Extend Cloud-Based Customer Experience Offerings
Avaya has selected customer contact technology specialist Sabio as its Partner of the Year. Sabio was presented with the award, which recognises the partner organisation that has delivered the greatest, end-to-end contribution over the previous year, at Avaya’s Annual Partner Event held earlier this week at London’s Cumberland Hotel. Continue reading Sabio wins Avaya Partner of the Year award
CallMiner, the leader in speech analytics and compliance solutions for contact centers, and Resurgent Capital Services, a leading manager and servicer of consumer debt portfolios, today announced that Resurgent has implemented the CallMiner Eureka speech analytics solution to ensure continued oversight, compliance and customer satisfaction. Continue reading Resurgent Capital Services Implements CallMiner Speech Analytics to Maintain Compliance
Fonality, the innovative provider of business phone systems and integrated communications solutions designed to reduce the friction that slows business momentum, today announced that it has been issued a US patent for universal queuing of inbound communications. Continue reading Fonality Issued US Patent for Universal Queuing of Inbound Communications
ShoreTel®, the leading provider of brilliantly simple phone systems and unified communications (UC) solutions for the cloud and premises, today launched ShoreTel 14.2 which allows companies of all sizes to deploy a ShoreTel communications system in a virtual environment. Continue reading ShoreTel deliver benefits of customizable virtualization without complexity for all sized businesses
Windstream, a leading provider of advanced network communications, announced today that it has received ShoreTel’s Circle of Excellence Award for the 2013 partner year. The award recognizes Windstream for exceptional achievement in areas including customer satisfaction, revenue growth and proficiency with advanced applications. ShoreTel, Inc. is the leading provider of brilliantly simple phone systems and unified communications solutions. Continue reading Windstream receives 2013 ShoreTel Circle of Excellence Award
Consumers are shying away from providing feedback to companies, just as firms are ramping up their efforts to capture the voice of their customers, a new research study carried out by Verint® Systems Inc. (NASDAQ: VRNT) and the Customer Contact Association (CCA) has found. A recent survey* conducted among nearly 150 senior customer service and contact centre managers at blue chip UK organisations reveals that 95% are investing more in their customers by listening to what they have to say and analysing customer insights.
However, a parallel survey of approximately 1,000 GB consumers carried out by Ipsos MORI** for Verint reveals a neglected nation with only a quarter (24%) believing companies take notice of their views; while just 29% agree they feel valued as a customer. What’s more, it notes that Brits are reluctant to express these feelings. Over half of the consumers surveyed have never made a complaint, and only 16% believe posting about customer service issues on social media helps resolve issues. Despite these perspectives, one in three (33%) believe in the power of social media and how it can make brands more accountable.
Further, the study affirmed that not all consumers fit into one basket. More specifically, it surfaced significant and very different groups of customers. One of which, if properly engaged and incentivised, could act as powerful drivers of loyalty and growth – Brand Champions. In fact, collectively over 33% of customers would, if properly engaged and rewarded, stay loyal for several years and actively endorse the brand to friends, family and social media followers. Today, only 13% of customers in the UK GB could be considered Brand Champions***.
Another group of customers can be defined as “Silent Likers;” 30% of customers fit into this category. Like Brand Champions, they are happy with the service they receive, are brand loyal and don’t complain. However, they are not brand advocates and don’t share their experiences with others.
The study also reveals 24% of consumers are more flippant “Churners,” gravitating towards cheaper deals and typically switching providers within two years. These individuals tend to be least loyal but are among the most likely to receive loyalty-based incentives. The last category of customer is the “Fence Sitter.” Some 16% of customers appear to be ambivalent towards the service they receive. They don’t engage with brands, nor share their experiences.
UK businesses gradually develop ears
Despite the growing investments in “voice of the customer” (VoC) initiatives, professionals admit their companies have some way to go. Though over 80% agree senior management is taking a closer interest in the VoC, they tend not to practice what they preach. Less than a fifth (17%) of respondents said they actually analyse customer feedback every day.
The study further found companies failing to move with the times, for instance, neglecting to track customer discussions on social media in favour of older methods. Almost half (45%) admit they rarely if ever, analyse social media posts, while over 80% use more dated feedback surveys and complaints analysis. Almost three quarters of service leaders (71%) agree they could do more to thank their best customers, and almost half think that offering more one-off benefits could lead to a 10% increase in how much customers spend.
Nancy Dalton, Global Head of Barclaycard Learning and Quality Assurance, comments, “Our core strategy is anchored in service and creating an emotional connection with our customers. This requires that we listen to and act on all of their channels of feedback. Several aspects of these research findings really resonate as fundamentally it shows that any changes and actions taken need to be communicated back to the customer to ensure they know their voice is heard and see the value in their relationship with us. In addition, we want to not only engage with and reward our Brand Champions, but also expand this group further by understanding and responding to the feedback provided by Silent Likers and Fence-Sitters as well. This can really impact how our customers are talking about us.”
Claire Richardson, VP at Verint notes, “For those who believe social media could be the great leveller between businesses and consumers, our study’s findings may come as a surprise. The research has shown evidence of large swathes of valuable customers being overlooked and a high degree of cynicism about companies’ attitudes towards them.”
She adds, “It’s pleasing though to see companies gradually recognising that talking to customers, and expressing gratitude for their loyalty, can deliver real dividends. Organisations need to unify their initiatives within a single Voice of the Customer Analytics strategy, which encompasses contact centre, social, in-store and surveys. The customer service function can be more effective than any other part of the business in gathering customer insights and making them actionable. And, they should be doing all they can to inform customers that they are acting on what they say.”
About the Research
*The research was conducted via Verint and the Contact Centre Association among 143 contact centre professionals in the UK during September and October 2013. Positions of respondents varied from director to management, middle management, team leaders and team members. The research explores focus on businesses’ attention on customer retention versus acquisition, attitudes towards customer loyalty, customer communication channels and customer insight strategies.
** The research was conducted on i:omnibus, Ipsos MORI’s online panel omnibus, in two waves. In wave 1, a nationally representative sample of 1,000 British adults aged 16-75 was interviewed over 3-5 September. In wave 2, a nationally representative sample of 1,002 British adults aged 16-75 was interviewed over 26-28 November 2013. Questions focusing on the industries specified below received c500 responses per wave (i.e. c1,000 in total). Questions without industry focus received 1,000 responses in the first wave only. The survey data has been weighted by age, gender and region to ensure it represents a national mix of respondents.
The research explores attitudes towards services provided by organisations in nine sectors (mobile phone, home telephone/landline, home broadband; banks; credit card providers; insurance; high street retailers; supermarkets and utilities).
***Additional analysis and segmentation of the research was carried out by Brands2Life to formulate the consumer groups during December 2013.
About Verint Enterprise Intelligence Solutions
Verint® Enterprise Intelligence Solutions™ help organisations of all sizes capture and analyse customer interactions, sentiments and trends across multiple channels, improve performance and optimise the customer experience. The solution portfolio includes the Impact 360® Workforce Optimisation™ suite and Voice of the Customer software, which serve as strategic enterprise assets for increasing customer satisfaction and loyalty, enhancing products and services, reducing operating costs and driving revenue.
About Verint Systems
Verint® (NASDAQ: VRNT) is a global leader in Actionable Intelligence® solutions. Its portfolio of Enterprise Intelligence Solutions™ and Security Intelligence Solutions™ helps organisations Make Big Data Actionable™ through the ability to capture, analyse and act on large volumes of rich, complex and often underused information sources—such as voice, video and unstructured text. With Verint solutions and value-added services, organisations of all sizes can make more timely and effective decisions. Today, more than 10,000 organisations in over 150 countries, including over 80 percent of the Fortune 100, count on Verint solutions to improve enterprise performance and make the world a safer place. Headquartered in NY, Verint has offices worldwide and an extensive global partner network. Learn more at www.verint.com.
Adyen, the global provider of international and omni-channel payment solutions, today announced findings from its third Adyen Mobile Payments Index covering the period September to December 2013. The Index shows mobile payments accounted for 19.5% of all transactions worldwide in December, a growth of 55% year-over-year, up from 12.6% the previous December. New to this Index, Adyen has pulled out data showing not only the volume of transactions made per type of mobile device, but also the average transaction value across a selection of industry sectors. This data shows tablets to be the preferred device for higher value transactions over smartphones and even PCs in some cases. Continue reading Adyen Mobile Payment Index Reveals Mobile Payments Climb To 19.5% Of Transactions Globally
Market Force Information, a worldwide leader in customer intelligence solutions, today announced the official launch and general availability of KnowledgeForceSM, a customer intelligence platform that empowers consumer-facing businesses (retailers, grocers, restaurant chains, petrol stations, etc.) to spend more time fixing problems and less time finding them. Continue reading Market Force Launches Global KnowledgeForce Customer Intelligence Platform
For 20 years, TantaComm has been providing interaction recording, security and regulatory compliance, and performance management solutions for contact centers globally. While Screen Recording has been available from TantaComm for years, today’s release of TantaComm’s native Screen Recording solution more effectively aligns with the company’s open architecture while delivering superior functionality and scale. Continue reading TantaComm Enhances Screen Recording Capabilities with Native Screen Capture Module
Interactive Intelligence Group Inc. (Nasdaq: ININ), a global provider of software and services designed to improve the customer experience, has announced financial results for the fourth quarter and full year ended Dec. 31, 2013. Continue reading Interactive Intelligence Reports Fourth-Quarter and Full Year 2013 Financial Results
Global multichannel customer interaction software company Eptica today announced record financial results. 2013 saw turnover increase by 18% to $10.6m (£6.5m), underpinned by growing demand for its innovative, linguistic-powered customer interaction software. This is significantly higher than the overall global software market, which had a predicted 2013 growth rate of just 5.7%, according to analysts IDC. Available in 26 languages, Eptica’s Enterprise Suite transforms customer service by applying linguistics and natural language processing across all digital channels. Continue reading Eptica grows global sales to $10.6m and increases revenues by 18% in 2013
Sitel, a leading global customer care provider, today announced it has been positioned by Gartner, Inc. in the Leaders quadrant of Gartner’s 2013 Customer Management (CM) Contact Centre BPO report. The report evaluates vendors through a series of stringent criteria related to the ability to execute and completeness of vision. Continue reading Sitel positioned as leaders of the Gartner Magic Quadrant