Very wise in the development and manufacture of software released in Indonesia.With
that said, it is worth considering a bit of data in a report issued
this week by Dimension Data, a provider of IT services in Johannesburg,
South Africa. The report said that contact centers do not measure the cost-effectiveness of social and mobile channels.Citing
data from 637 contact centers across the globe, Dimension Data first
offered assessment shared by virtually anyone cables: the rapid adoption
of mobile devices and smartphones has changed the business.But
it was followed by a surprising bit of information: The report claims
the organization does not measure the cost of a new contact center
option, usually a non-agent, self-help channels are connected to mobile
and social channels."The lack of activity on each channel measurement cost beyond the telephone shocking," the report said.Only
27.9% of the Internet, 19.4% of the Web chat, 9.9% of social media, and
6.1% of the smartphone application contacts are being measured, the
report said. What's more: Although not measure cost effectiveness, only 14.6% of contact centers surveyed have plans to use measurement."This
is contrary to the emerging practices that link customer satisfaction
scores directly to profitability, such as tracking the share price
performance of the voice of the customer - a growing trend among
forward-thinking organization," the report said.It will be interesting to see if there is follow-up think tank report Dimension Data.Almost every expert CRM speaks to the need to integrate social and mobile channels to connect with customers. If
organizations do not measure the cost and ROI of non-telephone lines,
they will not understand how to make the most of their connections.PTVanWellis Indonesia : IT Solution Providers remained the focus of integrated services and provide Crm
Solutions in serving the needs of companies - big companies in Indonesia
