Innovation Showcase to Feature Knowledge Management and Virtual Assistant Technology

As new customer contact channels (such as mobile and social media) gain popularity and traditional channels (such as phone) continue to remain key to customer engagement, organisations are faced with a challenge of providing consistent, accurate and personalised information to customers across the growing range of channels. The 2015 Global Customer Support Outlook Surveyrevealed that when it comes to managing and delivering relevant content, the top obstacle is creating and maintaining...

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Using Speech Analytics for Root Cause Analysis

Solving a problem only to have it come back time and time again isn’t truly solving it. Addressing the symptoms of an issue doesn’t change the root cause. Contact centers must utilize problem solving tools to determine the origin of a problem. With root cause analysis, contact centers search backwards from an unwanted effect to the cause in order to address the root of the problem. Reasons for certain events - like contract cancellations - are identified, giving management an opportunity to...

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The Link Between Customer Satisfaction and Customer Loyalty

Twice a year the Institute of Customer Services releases their UK Customer Satisfaction Index (UKCSI) report which rates customer satisfaction across 13 industry sectors and the UK as a whole. Their most recent report, published in July 2015, shows that after two years of decline, overall customer satisfaction in the UK appears to have stabilised – a good sign for UK consumers and organisations.

In addition to just looking at satisfaction ratings, the index has also been tracking the relationship...

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6 Customer Journey Map Requirements

Customer journey maps help contact centers understand and improve the customer experience by planning and documenting the journey through the eyes of the customer. This helps companies understand how customers are interacting with the brand and where there’s room for improvement. No two maps are the same and each brand has to create their own way to chart the customer experience.

There are a lot of ways to build a customer journey map; there’s no leading standard or master model to replicate....

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The Importance of Spanish-Speaking Agents in the Contact Center

According to the U.S. Census Bureau, more than 17% of the U.S. population is Hispanic. There’s a great demand for contact centers that employ bilingual agents, and that demand is only going to grow.

5 Reasons Why You Should Hire Bilingual Agents

1. The public may view a contact center that doesn’t employ Spanish speaking agents as one without cultural sensitivity.

2. Contact centers that have agents who can handle all types of customer inquiries are able to provide guidance immediately....

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4 Best Practices for Contact Center Workforce Management

Workforce Management (WFM) in the contact center means giving employees the jobs that best match their skillset while taking scheduling and timing into account. The main goal of WFM is to benefit contact center operations, including customer service. Ideally, contact center WFM will be fluid, allowing management to continually evolve techniques and consistently achieve excellent results.

1. Automate Shift Bidding

Tools are available to automate shift bidding, eliminating the confusion that comes...

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Four Common Mistakes the Call Centre Agents Do While Answering the Calls of Your Customers

While there are multiple channels available for customers with a wide variety of opportunities for customers to get in touch with your organization be it email, social media, web chat and text messages, voice has continued to be on top of your customer’s interaction. One of the biggest challenge of your customer experience comes back down to the people who could deliver the best practices to your agents.

In a recent study conducted by Zendesk Study founded that the customers who have had a bad...

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8 Tips for Enabling Contact Center Agents

The role of the contact center agent may seem straightforward at first: to field customer communication and resolve issues as quickly as possible. For the enabled agent, though, the job is more extensive than that. Additional trust and responsibility means a more substantial role for the agent and better service for the customer.

1. Allow agents to set their own goals, which will make them feel more invested in their job. This doesn’t have to be a replacement for goals set by the contact center,...

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First Contact Resolution Best Practices

First contact resolution (FCR) is one of the key performance metrics of any contact center. FCR is an integral performance indicator, for both the customer experience and for determining the operational efficiency of the contact center. Several factors are responsible for FCR, including complexity of transactions, agent experience, quality of agent training and the tools that the contact center uses. Consider incorporating the following FCR best practices into your strategy.

1. Analyze the repeat...

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Increasing Customer Satisfaction with Multi-Channel Strategies

Today’s customers are using multiple devices and platforms, and requiring multi-channel service. While you can’t control their expectations, you can control a large part of their experience, which is important because customer satisfaction impacts both current and future behavior. When customers are satisfied, they’re more likely to perform the behaviors you want them to – such as making a purchase and recommending your product or service to others. Below are three ways to increase customer...

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This Way for Self-Service

Every organization faces obstacles when it comes to customer support management. Customer expectations are high and customer experience budgets are low. Many companies are turning to self-service options that not only fit with busy customer lifestyles, but also help to significantly reduce support costs. At the end of Creative Virtual’s 2015 Global Customer Support Outlook Survey, participants were given a chance to share the biggest problem in customer support management they hoped to solve...

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Benefits of Speech Analytics for Contact Centers

Analytics software lets companies get unstructured data following customer interactions. This is one of the best ways to gain insight about the customer. The software also leads to a better customer experience as well as gives the brand more of a competitive advantage. Contact center management can understand what their customers are thinking and find out how well their agents are performing.

Improving the Customer Experience

Software will mine and analyze audio data to detect emotion and stress...

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Survey Says: Current Budgets are a Barrier to CX Program Development

 

‘We’re in the money, We’re in the money; We’ve got a lot of what it takes to get along!’ sang the cast of the musical 42nd Street. But based on the recently released results of the 2015 Global Customer Support Outlook Survey, that’s not exactly the tune most customer experience professionals are singing today.

Survey participants were asked to share whether their 2015 customer support budgets had increased, decreased or remained the same. In EMEA, 35% reported increases and 38% said...

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New Survey Report: 2015 Global Customer Support Outlook Survey Results

By Chris Ezekiel, Founder & CEO, Creative Virtual

This week Creative Virtual released the results of our 2015 Global Customer Support Outlook Survey. This survey is a follow-up to the one we conducted in 2013 and solicited input from customer experience professionals via an online questionnaire fielded between April and May of this year. Not surprisingly, a majority of participants from around the world said that improving their overall customer experience is extremely important to them this...

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Quality Assurance in the Contact Center

As customers become more educated and informed, it’s becoming increasingly important to monitor and measure quality assurance in relation to the customer experience. Listening to the way the customer is greeted and parted with; finding out how the agent responds to the customer’s needs; and preventing duplicate records are three ways to oversee quality assurance.

1. Greeting the Customer and Closing the Conversation

The way the agent answers a customer call, e-mail, text message or social media...

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