You will never see your marketing automation ROI if you don’t have a clear understanding of how to harness the power of your technology.
At the start of 2017, automation is more of a mainstream strategy than an upcoming concept and yet there are companies that make no or only partial use of automated marketing because of misconceptions about what it is and what it does. We want to clear up a few myths here, because the question is no longer why use marketing automation, but how to leverage it in the right way for your organization.
The popular perception of ‘outsourcing’ is that of a call center in a high rise building in Mumbai or Manila. While it is true that the industry established itself around call center activities, we are now looking at highly automated business process outsourcing (BPO) companies generating billions in revenue. The environment is quickly changing, so what are the trends?
Did you know that CISCO claimed 281% ROI thanks to social listening via Salesforce.com and Radian6? By effectively listening to social media conversations about their products and brand, they were able to increase their quality, productivity and financial results in less than a year.
What do American Red Cross, Amnesty International Turkey and Lisbon Council have in common? They all use Salesforce.org - the best CRM available!
It’s been a year since Gartner announced the rise of the “Chief Data Officer” and predicted that 25% of large global enterprises will have a CDO by 2015 -sitting next to the traditional CIOs, especially in heavily regulated sectors like Finance, Insurance and Government.[i] The third digital hero is yet another CDO: the “Chief Digital Officer” that will steer the corporate ship through the foggy fjords of digital transformation. The Data Office is mandated by data governance, security and privacy regulations as well as analytics and data science whereas the Digital Office has going-to-market, change management and digital channels on their agenda. All of them relying on SaaS (Software as a Service) paradigm and cloud computing: ERP and CRM solutions are driving the digital enterprise profitability and 2015 is the year of mobile.
Telework is a complex arrangement with a delicate equilibrium based on trust and business integrity. As much as technology allows us to accomplish wondrous tours de force across continents and time zones, the human factor of trust is still valid when it comes to work ethics and professional commitment.
Some companies still battle the need to have all employees at one location, work tensions and differences of opinion notwithstanding. It was only two years ago that former Google executive and current CEO of Yahoo, Marisa Mayer - banned telecommuting.
"To become the absolute best place to work, communication and collaboration will be important, so we need to be working side-by-side. That is why it is critical that we are all present in our offices. Some of the best decisions and insights come from hallway and cafeteria discussions, meeting new people, and impromptu team meetings. Speed and quality are often sacrificed when we work from home. We need to be one Yahoo!, and that starts with physically being together."
“For the first time in history, it will be possible to have the best of both worlds—the economic and scale efficiencies of large organizations, and the human benefits of small ones: freedom, motivation, and flexibility.” - Thomas W. Malone
With the decreasing cost of telecommunications and the arrival of still new technologies we are looking at a shift from “command-and-control” management to “coordinate-and-cultivate” where people continue to develop new skills to follow the trend that democratizes the workplace.
According to the Global Workplace Analytics, telework has grown with nearly 80% since 2005 and while the total workforce decreased during the recession, the number of employees working from home increased and continues to grow.
The typical telecommuter is 45-50 years of age, holds a higher education diploma, earns an average to above average salary in a management position and works for a company with over 100 employees. Yet, we are looking at still newer and more interesting home-based job engagements.
So what benefits are we looking at when we think "working from home"?
Winning businesses conquer markets with innovative service strategies and impeccable customer care. So making use of effective and modern call centres is a significant competitive advantage.
Currently, call centers have an array of possibilities to stay at the forefront of emerging technologies and that influences their market game.
In Q4 of 2014, we can talk about a number of trends that appeared just this year. Let’s look at what developments shook up (and continue to change) the call center world.