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There's no question about it: 'Big Data' has become one of the marketing industry's biggest buzzwords for 2014. As the scale of big data sets becomes even bigger, companies must continue to evaluate how they can make sure that they are using big data to make a big impact. For marketers, that means focusing on how big data can be used to improve customer experience. There is an enormous wealth of knowledge that can be drawn from big data and applied to customer experience.
A recent study polled 4,000 consumers in the U.S. and the U.K and discovered that nearly three-quarters preferred to speak with a contact center agent before making a purchase online.
Back in October, we heard some start to express the idea that telemarketing might be dead, but quickly heard several reasons why the demise of telemarketing was a point that had been, as the quotes often suggest, greatly exaggerated. Now there are some mutterings that the call center may be next to go, swept aside by technology, self-service and other moves. But as reports from Rappler suggest, the call of death on the call center may prove to be the next premature toe-tagging.
It is the art of marketing that has made Got Milk? and Just Do It among some of the most recognizable campaigns of our time. Why? Because we related to them in the way we live our everyday lives. But as much as art and creativity remains an important factor for CMOs - and great brands will always remain fresh in our minds - the line between marketing art and marketing science are quickly blurring. Being the Don Draper of marketing is no longer the most revered marketing talent. Top leaders in marketing are good at both the art and the science of marketing. They deploy powerful technologies, like analytics, to build long-term strategies, deliver value to their business and ultimately guide them toward marketing success.
With 2014 now in it its closing weeks, it's not surprising to see firms looking at 2015 and wondering just what's to come of it all. Oracle, meanwhile, recently brought out word of just what's to come, and the word of the day seemed to revolve around big data. Indeed, Oracle offered up a list of seven predictions in 2015, and big data figured into most of these, in one way or another.
As has been noted in several postings in TMCnet's contact center solutions community, being able to offer multi-lingual, but importantly in the U.S. bi-lingual customer care with Spanish as the second language, has become critical in almost every vertical market. Indicative of this is the announcement from TMC's home state, dominant service provider Frontier Communications has announced it will add 25 employees to its Connecticut contact center. The reason for the expansion is to provide support for Frontier residential products and services, handling calls primarily from Spanish-speaking customers across the country as well as calls in English.
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