The Case for Interaction Analytics in B2B Selling

Most businesses know how to leverage Interaction Analytics within the call center, but do you know how to leverage it in the B2B field sales environment?

While marketing, purchasing, and other strategic departments know how to take the insights from Interaction Analytics and apply it to decision making, we find most customers miss taking the same insights into the B2B sales field for that added competitive edge.

Here are the top 3 ways to leverage Interaction Analytics in an RFP situation:

Drill...

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Lose a Customer, Keep a Customer - Real Life Experiences with Good and Bad Customer Service

The difference between losing a customer forever and gaining their loyalty can be as simple as the service they receive. Within just a few days, I experienced both terrible and stellar customer service. Here are three examples of extreme customer service.

How to Lose a Customer

Reports about poor airline service aren't rare. I'm generally of the mind that a flight that gets you from point A to point B safely is a good flight. However, a couple of recent experiences with United and Frontier made me...

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Creative Virtual Wins Two Silver Stevie® Awards in 2014 Stevie Awards for Sales & Customer Service

Creative Virtual, a leader in customer experience self-service solutions for global enterprises, was presented with two Stevie® Awards as part of the eighth annual Stevie Awards for Sales & Customer ServiceSM. The company was recognised with Silver Stevie Awards in the categories of ‘New IVR or Web Service Solution’ and ‘Sales or Customer Service Solutions Technology Partner of the Year’.

The Stevie Awards for Sales & Customer Service are the world’s top sales awards, contact centre awards, and...

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What Drives an Exceptional Customer Experience?

Leading customer feedback insights analyst firm, CFI Group, recently published its Contact Center Satisfaction Index (CSSI) for 2013 (download the report here).  The results should be a wake-up call for call centers everywhere.  2013 saw an 8-point drop in the CSSI from its high of 77 in 2012 to a record low of 69 in 2013.  While there's probably no need to hit the panic switch just yet, it's equally clear that consumers' expectations of call center services have outpaced their ability to...

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Contact Center Workforce Management

Maintaining a consistent working environment helps to provide dependable service to customers while supporting a stronger productive attitude. Managing your workforce uses key fundamental principles that other human resource programs utilize; however, these principles have been adjusted to apply better in scenarios specific for contact centers. Identifying employee challenges provides key information for building a strong, grounded strategy for unexpected situations.

Employee Talents

It is...

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The C-SAT Paradox

What Customer Satisfaction Scores Really Mean in a Self-Service Focused World

 

As websites become more sophisticated and self-service options are continually improved upon, the idea is that fewer customers will need to call, chat or email in for assistance.  We know that consumers, particularly in younger generations, prefer to do things on their own, to find their own answers and solve their own problems using online resources on their own time.  Companies have focused a great deal on optimizing...

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Solution Providers Take a Closer Look at the Key Factors Governing the Adoption of Cloud Contact Center Technology

For most organizations, the key questions about moving their contact centers to the cloud are “When can we do it?” and “How can it best be accomplished?” as opposed to “Is it the right step?” But even in a business environment where companies are striving to meet rising customer expectations for responsive service on any channel they choose and looking to increase flexibility and agility, practical questions on logistics, costs and capabilities must be addressed before organizations make a...

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Tools for Improving Workforce Optimization

In order to achieve and take your business to higher levels, you need to improve workforce optimization. What is workforce optimization? It is the compilation of workforce management, quality, and performance using management tools to benefit your business. So how do you do this within your business? Here are a few ways to start:

Gamification-  the use of games and a "fun environment" to create an atmosphere of fun and enthusiasm among workers. Google does this best. They have an environment that... continue reading this post »

Your Personal Interaction Analytics Dictionary

Have you ever needed to buy a new computer, and thought you were pretty confident you could select one because you knew you wanted a 17” laptop, preferred a PC over a Mac, needed it to be compatible with a certain type external hard drive and would use it to suit your work and your kid’s gaming needs? So you march into your nearest electronics store sure that information would be enough to make the choice clear. However, when you get there, that isn’t the case. No problem, you’ll seek out the...

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Why doing Performance Management without Interaction Analytics Feels like a Wild Goose Chase

It’s Not an Exact Science

Measuring agent performance has never been an exact science. I should know. I spent years managing agents, attempting to provide the constructive coaching my agents needed to meet their goals and provide the best possible service to our customers. Unfortunately, not having the information needed to do so often proved to be a nearly insurmountable challenge.

Here’s how this process always worked for me -  I suspect many of you reading this will be nodding your head as...

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SpeechTEK/CRM Evolution/Customer Service Experience Review- Part IV

In this final wrap-up of the New York events, we look at important product upgrades, find out how the latest co-browsing technology is impacting contact center efficiency and customer satisfaction, explore evolving customer preferences in mobile customer service and virtual assistants and delve into the latest progress in knowledge base solutions.

Infor announced its next-generation Infor Epiphany Digital Multi-channel Marketing Solutions 10.0.3.  The business application software supplier is...

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SpeechTEK/CRM Evolution/Customer Service Experience Review - Part III

Are businesses doing all they can to ensure that their technology investment is well spent? How can virtual agents become important contributors to voice-of-the customer feedback? Is visual IVR the future of customer engagement? What speech, language and voice technology solutions are making a difference in the marketplace? Find out answers to these questions as we continue to review companies who were making news at the New York event.

Empirix At a time where companies are making major...

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SpeechTEK/CRMEvolution/Customer Service Experience Review - Part II

While some companies made major product announcements during the event, some made announcements prior to the conference, while others are waiting until Fall before rolling out new platforms, fine-tuning their brands and making internal changes.

Several conference sponsors discussed their plans and reported on their progress:

Five9 is coming off a record second quarter in 2013, having raised $34.5 in private funding and increasing revenue to new levels. The high-profile cloud contact center...

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Helping Companies Meet the Challenge of Providing New Ways to Connect with Customers

SpeechTEK/CRMEvolution/Customer Service Experience Review #1

In an effort to better communicate with attendees of their multifaceted event held August 19-21, 2013 in New York, InfoToday took a new direction to summarize the diverse products and services being showcased on the exhibit floor. While SpeechTEK, CRM Evolution and Customer Service Experience retained their identities as separate educational programs, the organizers rebranded the exhibit hall under the umbrella title “Customer...

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Six Steps to Speech Analytics Success

As organizations with contact centers face increasing competition and impacts of market forces, they need to find new and better ways to improve their customers’ experience and satisfaction that strengthens loyalty and promotes their continued success in the marketplace.

Applying speech analytics increases multifold the ability to quickly uncover customer insights and identify at-risk customer issues and complaints, prevent costly high-impact incidents, such as defective or infectious product...

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