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...

continue reading this post »

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.


continue reading this post »

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...

continue reading this post »

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,...

continue reading this post »

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...

continue reading this post »

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...

continue reading this post »

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...

continue reading this post »

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...

continue reading this post »

ICMI Contact Center Expo and Conference Summary (Part 4)

With expectations constantly rising, companies are seeking service options that allow companies to learn more about their customers to help them resolve issues and complete transactions quickly and efficiently.  Innovative solutions abounded at ICMI Contact Center Expo with updated multichannel customer experience measurement tools, versatile contact center management solutions and advanced support applications. In this final report, we review some products presented on the exhibit floor.

Dialoga ...

continue reading this post »

How Contact Centers Use Interaction Analytics [infographic]

 Interaction Analytics

continue reading this post »

ICMI Contact Center Expo and Conference Summary (Part 2)

There was a buzz on the show floor during exhibit hall hours at the ICMI Contact Center Expo and Conference. The organizers kept the hall open during times when there weren’t any formal conference sessions scheduled. This concentrated timeframe gave exhibitors greater access to the contact center professionals in attendance, keeping them constantly busy discussing their solutions. In this second part of our coverage, we examined the perspectives of PSS Help, Salesforce Service Cloud and TCN.


continue reading this post »

ICMI Contact Center Expo and Conference Summary (Part 1)

The 2015 ICMI Contact Center Expo and Conference brought executives,  managers and supervisors together at the Walt Disney World Dolphin Resort in Orlando, FL from May 4-7. The event provided diverse educational and networking opportunities, a comprehensive exhibit hall displaying the latest products and services, case studies, and site tours.

After an opening night reception on Monday, ICMI Contact Center Expo kicked off with a Tuesday keynote address by Dennis Snow, a long-time Disney executive...

continue reading this post »

WFO Can Be More than the Sum of its Parts: Don’t Forget the Human Side

As a frequent keynote speaker on workforce optimization at tradeshows and conferences, Roger Lee (AKA Dr. WFO) is always a little surprised when some of the contact center professionals in the audience don’t know what the acronym “WFO” means.

Most people are more familiar with the term Workforce Management (WFM), which is actually a component of WFO. Workforce optimization is a more inclusive technology that not only incorporates staffing requirements, but usually includes tools for strategic...

continue reading this post »

PACE National Convention & Expo Summary

PACE, the Professional Association for Customer Engagement, is a non-profit industry trade organization dedicated to helping companies that take a multi-channel approach in engaging their B-to-B and B-to-C customers. PACE held its annual national convention and expo at the Atlanta  Marriott Marquis from April 19-22, 2015. Delegates from the full spectrum of contact center operations and businesses turned out to gain insight on the latest evolving technologies, and to stay on top of...

continue reading this post »

Top Enterprise Servicing Goals for 2015

In January 2015, DMG Consulting conducted a worldwide survey of enterprise and contact center executives and managers. The goal of this survey was to identify the top servicing goals for enterprises during 2015. Participants were asked to select from a detailed list of servicing initiatives. 311 individuals from companies around the world elected to participate in this study. This broad level of participation reflects companies' growing focus on improving service, a trend that is expected to...

continue reading this post »