How to Deliver Proactive Customer Service

When contact center agents are proactive about the customer experience, customer loyalty increases while support calls decrease. By identifying and solving small problems before they become larger, contact centers receive fewer inquiries overall. Additionally, proactive customer service is a way to control word-of-mouth. Customers routinely discuss service experiences with friends, family and social media networks. By being proactive, brands are better able to frame those conversations and...

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An Overview of the Proactive Customer Experience

Contact center agents strive to make a positive impact on customers. Today’s agents need to seek, meet and exceed customer needs. Being proactive will satisfy customers and employees.

Customer Support: Proactive vs. Reactive

Proactive customer support means not waiting until the last minute to offer a solution. While reactive support is the standard for most businesses, due to lack of knowledge or lack of resources, agents only take action when there’s a problem. Proactive service, on the other...

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Virtual Agents and Human Agents Join Forces for Customer Service in 2016

The New Year is here, and with it the much anticipated 2016 predictions, outlooks and trends for just about every industry and field, including customer service. With customer service a key part of the overall customer experience, every organization should be keeping an eye on developments in the space and evaluating which can help improve support for their existing and potential customers.

Analyst Kate Leggett shared five of her top trends to watch this year in her blog post Forrester’s Top...

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Bringing Engagement Back To Customer Relationship Management

The blog is contributed by Genesys CEO Paul Segre

Every New Year ushers in the opportunity for industry pundits and analysts to predict key trends shaping the market, and 2016 is no exception. If 2015 was any indication, our global customer and partner ecosystem has validated that the demand for better CX is a growing worldwide trend. We see this at Genesys in the form of new business, re-purchase, cloud revenue and partnerships, and we are drawing our own conclusions from our recent business...

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How Speech Analytics Benefit the Contact Center

Speech analytics tools help companies understand more about their customers so that contact center agents can act on unstructured customer data collected during interactions. Today, speech analytics software goes beyond quality assurance to measure deeper, undisclosed customer information. When used correctly, speech analytics can give companies a competitive edge.

Identifying Customer Emotions with Speech Analytics

There’s a bright side to negative emotions like frustration and anger. When...

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6 Tips for Contact Center Workforce Scheduling

Contact center workforce scheduling is one of the most complex tasks a manager faces. In order to make the most optimized schedule, multiple details must be taken into account, including team preferences, number of agents, communication channels, call volume variations and customer expectations. Poor scheduling can have a negative impact on team performance as well as contact center costs. While challenging, managers must find the best way to optimize contact center workforce scheduling. Below...

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3 Customer Experience Predictions for 2016

by Merijn te Booij, Executive Vice President, Product and Solution Strategy at Genesys

It’s that time of year again, when the nostalgic look back with a wistful sigh and the prognosticators leap at the chance to share exciting predictions about the year ahead. 

I admit I’m in the latter camp, especially when it comes to talking about my field of expertise: the use of technology to improve the customer experience.  We’ve seen some interesting developments in 2015, including the rise of smart...

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4 Omnichannel Experience Considerations

The modern customer experience is about omnichannel, which is more than simply having a presence on multiple channels. The omnichannel experience ensures that all channels work together seamlessly. Customers think of a brand’s support channels as a whole and they should function the same way.

1. Are you offering the support channels that your customers want? According to CustomerThink.com, the average American is highly active on text messaging and Twitter, so most businesses will want those...

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The State of Customer Service

A new Xerox report, The State of Customer Service 2015, reveals that over half (54%) of consumers would pay more money for better customer care from their preferred brands.

The report, which surveyed 6,000 consumers in France, Germany, the Netherlands, the United Kingdom and the United States, found that the importance consumers placed on a quality customer care experience was significant amongst all sectors, countries and age groups. The survey showed seven in 10 of those aged over 71, and even...

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Customer Journey Mapping Techniques: Research and Behavioral

There are several different approaches to mapping the customer journey. Two popular techniques are research mapping, which involves voice of the customer data, and behavioral mapping, which determines the customer’s underlying reasons for taking certain actions.

In general, improving the current customer journey map follows four main stages. First, it’s necessary to create a framework that includes the standard stages of the journey that practically any customer and persona will go through, like...

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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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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.

1....

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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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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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