That’s right. TechTarget has released its annual survey about all things CRM to better understand its readers.
The 2012 SearchCRM.com Reader Challenges and Priorities Survey attempts to get a sense of the staffing and operational challenges facing CRM professionals this year.
Answering the questions will enable the editors of SearchCRM.com to write articles and create online resources that are targeted to your CRM needs.
For instance, the survey asks what CRM system your call center uses, how your organization will approach customer experience management and what kind of analytics technology your CRM, sales and marketing departments use.
Additionally, survey respondents will receive copies of the results and get a chance to benchmark CRM initiatives against their peers.
All survey responses will remain anonymous, and no personal information will be shared with advertisers or other third parties. TechTarget simply wants to better understand your role as a CRM professional.
So don’t hesitate. If you complete the survey and provide your email address, you’ll be entered into a drawing for a special gift.
Click here to take the CRM survey.]]>
Ombud is still in beta form, but registered users can already submit reviews, statistics and more about anything and everything in the social CRM field.
Ombud intends to eventually cover other fields in the IT industry. But for now, it hopes its user-driven offering will become the go-to venue for advice and observations, supplanting the thoughts of paid analysts like those at Gartner.
The product review section at Ombud already features 366 products, with most of them related to social CRM, including software suites and services such as Salesforce’s Radian6. Most of the products haven’t been reviewed yet, but web pages already illustrate how users can provide details on a product’s strengths and weaknesses.
Ombud takes a poke at research companies by remarking on its site how its industry research is “transparent.” Computerworld is even wondering if Ombud could one day take down Gartner.
Users of Ombud must use real names and their accounts can be tied to their LinkedIn profiles. The site promises to vet its user community with the hope of keeping commentary pure.]]>
More than 1,100 call center agents have gathered at the annual ACCE conference and expo to review trends, learn new tricks and share ideas on how to deal with the never-ending task of helping customers.
On Monday, the opening day, former ICMI President Brad Cleveland led a workshop overviewing basic strategies to make contact centers effective. Cleveland’s session focused on contact centers, and not call centers, for a simple reason. More than half of the 60 people at the session identified themselves as contact center employees. With social media and email, they’re not just answering telephone calls.
But no matter the means of contact, Cleveland reminded the audience they work for time-driven organizations that can’t keep customers waiting.
Customers have by now established patterns, or set times, with which they reach out to contact centers, Cleveland said. An efficient center should break down to the half hour when the most and best agents should be available.
No agent has a 100%-occupancy time, Cleveland noted. Calls come in randomly, he said, and companies need to accept that and prepare for it.
Veteran agents picking plum hours can help morale, but that doesn’t mean new hires should work peak calling hours late in the evening, Cleveland suggested. He also urged the audience to handle customer interactions as they arrive and not to delay communication.
Cleveland also warned those not yet handling social media to get ready. “Social media will begin to work (its) way into your environment. Be prepared and start following the patterns you follow now for calls,” he said.
“It’s a crazy level of dialogue. People are using all kinds of language…You’ve got to meet them with quiet and confident service. There’s no alternative.”
Janea Janke is attending the conference in only her third month managing a 100-employee contact center in South Jordan, Utah.
Her company, MonaVie, sees very little social media contacts; mostly the organization gets calls, and all at random times. She hopes to learn some call center basics, such as what to track and how to coach.
When Janke returns home, she’ll have an opportunity to use some new knowledge. As she attended the conference, MonaVie was installing a new call copy system that will record agents calls and screen interactions from start to finish.]]>