How to Use Voice of the Customer Technology

Voice of the customer tools are most effective when they consider the entire customer journey and all of the interactions that take place throughout. Before a voice of the customer program can be implemented, the contact center needs to determine what they’re going to measure and how the insight will result in improvements. Focus should be on easy-to-measure data that will drive benefits for the business. At the start of a new voice of the customer program, a baseline measurement should be...

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Millennials Reshaping Holiday Shopping - Their Demands for Digital Performance Skyrocket in 2015

The results of a five country survey on mobile shopping for the 2015 holiday by Dynatrace  reveals that Millennials age 18 to 34 are driving a new era of demand for digital performance excellence.  81% of Millennial-aged smartphone and/or tablet owners across all countries say they will abandon transactions and shop elsewhere if a mobile site or mobile app is buggy, slow or prone to crashes – and over half (51%) are likely to broadcast their complaints about poor online shopping experiences on...

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Loyalty360 Report Reveals Challenges of Listening to Customers

In its latest CMO Challenge report, Loyalty360 partnered with Genesys to explore the challenges and opportunities of listening to customers. The research discovered that the use of customer feedback to improve customer experience is pervasive, yet as marketers increasingly tap into emerging technologies and channels as a Voice of the Customer data source, taking action on the feedback is not without challenges. In fact, four distinct challenges related to listening to customers and surveys...

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How to Calm an Angry Customer and Use Complaints to Your Advantage

Difficult customers have a way of discouraging customer service reps from doing their job. When contact center agents feel like they can’t please a customer, it’s difficult to stay positive. Taking on the challenge, though, and finding ways to calm a customer while meeting their expectations improves the customer experience and salvages the business-customer relationship. Before you can offer a refund, freebie or other kind of help, you have to work with the customer to settle them down.


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Majority of Marketers Aren’t Targeting Multilingual Audiences

Translation management software provider, Smartling, released the results of a study that exposes the current state of multilingual marketing. The  company polled more than 150 marketers at INBOUND 2015 to learn where their organizations stand in terms of targeting prospects and customers who don’t speak English as their native language – both in and outside of the U.S.

Key findings of the survey revealed:

Content is king – but the multilingual marketing coffers are empty

A low percentage of the...

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Workforce Optimization and Scheduling Tips for the Contact Center

Workforce optimization in the contact center refers to the integrated software, technology and solutions that help with a variety of operations, including strategic planning, agent recruitment and monitoring. Scheduling plays a big role in customer satisfaction, and agent schedules are based on demand forecasting and service level goals. Workforce optimization also takes more into account than just technology.

Ask the following questions to determine if your workforce management software needs to...

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ACD Technology and Benefits

Automatic Call Distributor (ACD) technology answers incoming phone calls and uses pre-defined information to route them to the appropriate department or agent.

5 Types of Call Distribution

1. Linear: Call distribution is based on a pre-determined list, starting with the same agent each time.

2. Circular: Calls are distributed based on a pre-determined list, starting with the agent following the last agent who handled a call. This process goes along a continual loop.

3. Uniform: Calls are...

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Hilton, FedEx, Allstate Among Finalists in Loyalty360 Customer Experience Awards

 A field of 21 brands, representing those that are truly putting the customer at the center of their respective companies, is set to compete in the second annual Loyalty360 CX Awards. The awards will be presented during a special luncheon at the 5th annual Engagement & Experience Expo set for Nov. 9 – 11 in Dallas.   The 2015 Loyalty360 CX Awards come at a time when brands are increasing their focus on customer experience as a critical strategy for overall growth and profitability. According to...

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Digital Chat Agents: Workflow Automation and Constructive Insights

Today’s consumers use online self-service more often than they use voice channels. Digital chat agents are a major part of the online experience, coming in to help midway through the customer journey and quickly picking up where customers left off. Web chats help automate workflow and they provide useful insights for the contact center.

Automating Workflow with Digital Chat Agents

Auto-initiated chats and canned replies can begin the customer-agent conversation without using up much of the...

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5 Essential Metrics Making Call Centers Successful

The abundance of information we are experiencing in society actually makes it hard to winnow what’s useful and important from what's not. Thanks to call centers. They keep fetching a vast range of data through calls. However, some of that proves helpful in finding out what will improve their service quality for better customer satisfaction.

Five key benchmarks for information processing were identified in a study conducted by a group – ICMI, top-performing contact centers and top industry...

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How to Improve the Customer Experience with Optimal IVR Systems

According to, customers are four times more likely to go to a competitor because of poor customer service than because of product features or price. Companies that want to set themselves apart from the competition will improve the customer experience by reducing wait times and solving problems faster. Contact centers are utilizing IVR systems to streamline customer-to-brand correspondence.

What is IVR?

IVR stands for “interactive voice response.” These automated systems have...

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Quotes to Inspire You on CX Day and Beyond

Happy CX Day! CX Day is a global celebration of the companies and professionals that create great experiences for their customers. Consistently delivering an exceptional customer experience is no easy feat and, in today’s digital world, requires a combination of expert people and flexible technology.

In honour of CX Day, I’ve compiled some great quotes that will not only get you in the spirit of today’s celebrations, but also hopefully lend some inspiration to your customer experience strategy...

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Intelligent Virtual Assistant Software in the Contact Center

Companies have moved past traditional forms of self-service, like knowledge bases and forums, to more enhanced and intelligent applications, like intelligent virtual assistant (IVA) software. Opus predicts that companies will invest approximately $700 million in IVA technology by 2016. While IVAs are not intended to replace human agents, they can take some of the pressure off the contact center by gathering in-depth information about the customer and transaction.

In the past, IVA software users...

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How Contact Centers Benefit from Quality Assurance Programs

Contact center quality assurance (QA) programs are designed to give customers consistently superior service when they contact an agent or when an agent contacts them. These programs assess the agent and spot trends in contact center performance. Since customers use a wide range of channels to contact businesses, QA programs have to monitor performance across all of those channels.

Quality Assurance Software and Agent Monitoring

QA software can capture information including time and date,...

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Virtual Assistants and Knowledge Management: your complementary customer engagement solution

By Chris Ezekiel, Founder & CEO, Creative Virtual

My favourite webinar to present is the Technology Innovation Showcase that Creative Virtual has done for three consecutive years with CRMXchange. Why? Most other webinars require me to stick to just presenting slides, but the Tech Showcase gives me the opportunity to give live demos of some of our current implementations. The best way to truly showcase our Smart Help solutions – and for you to understand how they work – is to show them in action....

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