Newsletters
The Enterprise Security Supersite NewsFactor Sites:       NewsFactor.com     Enterprise Security Today     CRM Daily     Business Report     Sci-Tech Today  
   
This ad will display for the next 20 seconds. Please click for more information, or scroll down to pass the ad, or Close Ad.
Home Network Security Viruses & Malware Hackers Security Solutions More Topics...
EST Press Releases
24/7/365 Network Uptime!
Average Rating:
Rate this article:  
Telcos Up Investment In Web, Social Customer Engagement
Telcos Up Investment In Web, Social Customer Engagement

 
February 27, 2012 9:25AM
New Survey: Putting a Price on Happy Customers; Telcos Up Investment In Web, Social Customer Engagement Channels -- LogMeIn, Ovum Survey Shows Customer Satisfaction Trumping Cost Savings as Telcos Seek to Differentiate on Customer Experience
 


GMSA Mobile World Congress, BARCELONA AND WOBURN, Mass., February 27, 2012 -- A new survey by LogMeIn, Inc. (NASDAQ: LOGM) and leading market research firm, Ovum, reveals a shifting mindset among telecommunications operators when it comes to measuring the success of their contact centers and help desks. Covering large customer care organizations in the US, UK, Canada and Australia, the survey found that customer satisfaction metrics now exceed traditional cost savings and efficiency metrics, like average handle time (AHT) and first call resolution (FCR), as the primary gauge of contact center success. And nearly 70 percent cited investments in online technologies, including live chat and social media, as key contributors to boosting customer satisfaction. The findings come as operators and device manufacturers (OEMs) seek to differentiate themselves in the crowded, rapidly changing mobile market.

A full copy of the survey is available online (http://solutions.logmeinrescue-enterprise.com/ovumsurvey). Key findings include:

- 90 percent of respondents are measuring the success of their service and support organization based on customer satisfaction metrics
- 62 percent cited customer satisfaction as the number one priority for their contact center today, outranking average handle time and first call resolution metrics, with that number expected to grow 11 percentage points to 73 percent within the next two to three years
- 69 percent of organizations cited investments in online customer engagement channels - live chat, social networks, forums, etc. - as key contributors to improving customer satisfaction
- 69 percent of respondents quantify or are actively in the process of quantifying direct financial benefits of improved customer satisfaction
- 30 percent of the organizations surveyed have adopted Net Promoter Score (NPS) as a philosophy - NPS is an industry standard measure around the likelihood of recommending a company, product or service to colleagues or friends

"A couple years ago, virtually every call center and help desk team would ask us to show them how our products could help them control costs and become more efficient. These days, those same people and organizations want to know one thing: Can your products help us increase customer satisfaction?" said Lee Weiner, LogMeIn's VP of Support Products. "This data reinforces what we believe to be a positive and rather remarkable shift in strategy that favors both businesses and consumers - an acknowledgement to the growing power of customer referrals."

"Today's operators and device OEMs are increasingly looking at customer experience as a means of differentiation, and we believe this is changing the way they engage with their customers, from pre-sale service to post-sale support," said Aphrodite Brinsmead, Customer Interaction Analyst at Ovum. "The data suggests that this customer-centric approach will become more prevalent over the next few years, as companies invest in analytics and mobile applications in order to improve service across all devices and touch points."

Survey Details (continued...)

1  |  2  |  Next Page >

 

Tell Us What You Think
Comment:

Name:

Product Information and Resources for Technology You Can Use To Boost Your Business

Network Security Spotlight
Google's Street View Software Unravels CAPTCHAs
The latest software Google uses for its Street View cars to read street numbers in images for Google Maps works so well that it also solves CAPTCHAs, those puzzles designed to defeat bots.
 
Canadian Teen Arrested for Heartbleed Hack
One week after the OpenSSL Heartbleed vulnerability was unveiled, Canadian authorities have made the first arrest -- a London, Ontario teenager -- connected to exploiting the security hole.
 
IBM Offers Security, Disaster Recovery as SoftLayer Service
New disaster recovery and security services for SoftLayer clients are being added by IBM. Big Blue said the new capabilities will speed cloud adoption by alleviating concern over business continuity.
 

Enterprise Hardware Spotlight
Vaio Fit 11A Battery Danger Forces Recall by Sony
Using a Sony Vaio Fit 11A laptop? It's time to send it back to Sony. In fact, Sony is encouraging people to stop using the laptop after several reports of its Panasonic battery overheating.
 
Continued Drop in Global PC Shipments Slows
Worldwide shipments of PCs fell during the first three months of the year, but the global slump in PC demand may be easing, with a considerable slowdown from last year's drops.
 
Google Glass Finds a Home in Medical Education, Practice
Google Glass may find its first markets in verticals in which hands-free access to data is a boon. Medicine is among the most prominent of those, as seen in a number of Glass experiments under way.
 

Mobile Technology Spotlight
Google Releases Chrome Remote Desktop App for Android
You're out on a sales call, and use your Android mobile device to grab a file you have back at the office on your desktop. That's a bit easier now with Google's Chrome Remote Desktop app for Android.
 
Amazon 3D Smartphone Pics Leaked
E-commerce giant Amazon is reportedly set to launch a smartphone after years of development. Photos of the phone, which may feature a unique 3D interface, were leaked by tech pub BGR.
 
Zebra Tech Buys Motorola Enterprise for $3.45B
Weeks after Lenovo bought Motorola Mobility’s assets from Google for $2.91 billion, Zebra Technologies is throwing down $3.45 billion for Motorola’s Enterprise business in an all-cash deal.
 

Navigation
Enterprise Security Today
Home/Top News | Network Security | Viruses & Malware | Hackers | Security Solutions | Mobile Security | Disaster Recovery | Windows Security
Data Security | EST Press Releases
NewsFactor Network Enterprise I.T. Sites
NewsFactor Technology News | Enterprise Security Today | CRM Daily

NewsFactor Business and Innovation Sites
Sci-Tech Today | NewsFactor Business Report

NewsFactor Services
FreeNewsFeed | Free Newsletters | XML/RSS Feed

About NewsFactor Network | How To Contact Us | Article Reprints | Careers @ NewsFactor | Services for PR Pros | Top Tech Wire | How To Advertise

Privacy Policy | Terms of Service
© Copyright 2000-2014 NewsFactor Network. All rights reserved. Article rating technology by Blogowogo. Member of Accuserve Ad Network.