Wednesday, May 18, 2011

Fortune 500 companies still challenged in customer care operations

At the SOCAP International 2011 Symposium I met with several Fortune 500 companies. Despite the fact that these are some of the best-resourced companies on the planet, they are still struggling with accurate and timely analysis and reporting for their customer service operations.

Based on what I heard during our conversations, they aren't able to drill down and gather historical data or measure performance by individuals, groups, or across the enterprise.

The home-grown tools or Excel spreadsheets they are using today are just not delivering the capabilities they need to capture data from disparate sources and platforms, and measure operational performance.

So they're at SOCAP pounding the pavement for solutions that have domain expertise in consumer affairs and call center-driven environments. I also got wind of the exhaustion companies are feeling from taking on massive development projects to build a business intelligence solution.

That's why I didn't get a chance to make some bets in Vegas. I was at our booth telling them how HardMetrics can make these challenges disappear, and at a fraction of the cost they'd pay for other solutions.

It was a great few days in Las Vegas, and hopefully I helped plenty of people realize that these challenges can be overcome. Are there any other challenges being faced in customer service operations? Let me know what you think they are in a comment on this post.

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