Habits of Companies That Deliver High-Quality Customer Experience

In the midst of analytics and stats, it’s easy to forget that consumers aren't facts and data; they’re people. According to the White House Office of Consumer Affairs, a loyal customer is worth as much as 10x their original purchase. Today, companies that provide humanized customer service surpass the competition. Top companies practice these three habits of customer service.

1. They Combine Online and Offline Customer Experience

According to a Competitive Enterprise Institute survey, 86%...

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2015 is Going to be a Great Year for Contact Centers

The article below is a reprint from the December DMG Consulting, LLC The Real-Time Contact Center Newsletter.

"Here are 4 hot contact center trends that are expected to attract substantial investments during 2015. All of these trends will make substantial contributions to their enterprises, customers and employees.

1.Cloud-based contact center infrastructure solutions - The contact center infrastructure (automatic call distributor (ACD) and dialer) market has changed dramatically. Companies are no...

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Knowledge Management for Customer Service: Get it Right with Unified Search

There’s a major disconnect between the perceived value of knowledge management and the current state of KM at most companies, as evidenced by findings from the annual State of Knowledge Management report from TSIA, an association of support leaders from top-tier companies.

Just take a look at some of the findings from the report:

79% of customer self-service channels don’t recommend help or content 70% of companies have not made their support knowledge mobile-accessible 30-35% of contact center... continue reading this post »

Ovum Report: 2015 CRM Trends to Watch

Jeremy Cox, principal analyst in Ovum’s Customer Engagement practice and author of this report, says that, “underpinning successful CRM is strategy that is informed by deep insights into the customer and all the forces shaping their expectations, behaviors, wants, and needs.”

Successful organizations develop a coherent underlying sense of purpose that has the customer at its heart. This spans and impacts the entire organization, creating and delivering value to customers in order to earn their...

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Tips for Call Center Planning

Creating a schedule for your contact center is akin to putting together a puzzle - if all of the pieces don’t fit perfectly together, scheduling can be thrown off completely. With the following tips, you can create a contact center schedule that has the appropriate number of people on at the right times to handle the workload.

1. Set Service Level Goals

Establish a service level of answering a certain number of calls (X) in a certain number of seconds (Y). High-end contact centers have a 90/15 or...

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Guidelines for Managing Customer Experience

Ad you know, costs more to acquire new customers than to retain the ones you already have. The easier it is to do business with a company, the more likely it is that a customer will stick around. in addition, brands that excel in delivering great customer experience are ones that customers will recommend to their friends and family. The following best practices will help your contact center agents deliver an excellent customer experience every time.

1. Build Relationships, Don’t Just Solve...

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4 Tips for Hiring Contact Center Agents

According to Customer.Think.com, once a job is posted, most responses from job candidates occur within 48 hours. On average, candidates who are qualified for a contact center position receive an average of two job offers and they stay on the job market for a max of five days. Employers have to filter out quality applicants quickly. (If you’re not seeing an influx of candidates, expand your reach - use additional resources to put the job posting in front of a broader audience.) Some people won’t...

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ICMI Contact Center Demo and Conference - Product Review

 

The ICMI Contact Center Demo and Conference, one of the industry’s leading fall events, took place at Chicago’s Hyatt Regency from November 3-5.  The conference included more than 50 sessions with a roster of influential speakers from leading end user companies, as well as analysts and suppliers.  We caught up with a few of the solution providers demonstrating their latest products on the exhibit floor.

acisionoffers a  suite of smart communication solutions designed to help contact centers...

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Tips to Improve First Call Resolution

According to the Service Quality Measurement Group, first call resolution (FCR) has the largest affect on customer satisfaction. FCR should be one of your contact center’s top priorities - according to Customer Relationship Metrics, caller satisfaction rate drops by 35-45% when a second call is made concerning the same problem. These four tips will help your contact center solve each customer’s problem the first time you speak with them.

1. Educate Contact Center Agents

Provide agents with the...

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Contact Center Tips for Working With Cloud Technology

When it comes to choosing the right cloud technology for your contact center, which factors should you take into consideration? The last thing a company wants to do is work with cloud technology that over-promises and under-delivers. In order to choose the best, features and customer experience should be evaluated.

7 Facets to Consider When Looking for a Cloud Provider

1. Does the cloud offer a consolidated, beginning-to-end customer service solution? Which channels are supported? Everything from...

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How to Avoid Repeat Calls: 5 Mistakes That Call Centers Make

Sometimes, repeat phone calls are unavoidable - the customer may have not listened thoroughly to the agent or maybe they didn’t apply the recommended steps in order to solve the problem. Other times, the call center is responsible for repeat calls. Call center agent error that leads to repeat calls can cost a business millions of dollars every year. Limiting the number of repeat calls a center gets can mean huge savings. Which agent errors can be avoided?

1. Improper Transfers

Transferring a...

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Providing a Superior Omnichannel Customer Experience with Virtual Assistant Technology

By Chris Ezekiel, Founder & CEO, Creative Virtual

Happy CX Day! Today we celebrate great customer experience and the professionals who make it happen. A successful omnichannel customer experience strategy requires a combination of a dedicated, knowledgeable team and innovative technology (read more about that here), and it’s great to have a day set aside to bring attention to that.

Last week I presented a webinar titled Providing a Superior Omnichannel Customer Experience with Virtual Assistant...

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Yankee 451 Group Research: How Visual Mobile Interactions Eliminate Customer Frustration

Today’s customers are seeking new forms of interactions, ones that will yield or exceed the same results as talking to a live agent without the frustration of dialing a number, waiting on the line, repeating information, and so forth. Visual mobile interactions such as mobile self-service, mobile click-to-chat and click-to-call offer customers the control and insight into their interactions that are currently missing from traditional channels.

There are more than 195 million smartphone users and...

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Contact Center Metrics That Actually Measure the Right Results

Metrics are an excellent barometer for measuring and monitoring call center results, as well as finding areas for improvement. However, is your contact center measuring the right results? Are you identifying the correct opportunities? Stats are available around-the-clock, offering plenty of chances to waste your time measuring the wrong data. Consider the following common metrics when determining what’s best for your specific contact center.

Average Handle Time

Average Handle Time (AHT) is the...

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7 Best Practices for Contact Centers

There’s a big difference between an average contact center and a world class one, much of which has to do with First Call Resolution (FCR). The following best practices can help take your call center from great to top notch.

1. Return on Investment (ROI) Awareness

What happens if a problem isn’t solved during the customer’s first contact? Not only can this affect operational savings, but the customer could stop doing business with the company altogether. The cost of not effectively managing FCR is...

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