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
