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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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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5 Reasons Your Contact Center Needs Speech Analytics

When asked about their experience with the customer service of companies, only seven percent of consumers responded that they have received service that surpassed their expectations. Meanwhile, 26 percent report having had to deal with being passed between agents with ultimately no resolution to their original problem.

That is abysmal.

It is also perilous, considering that it takes 12 positive service experiences to compensate for just one negative experience, and is 6 to 7 times more costly to...

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The 6 commandments of an exceptional customer experience

This post was written by Idit Aloni-Halfon, a passionate Customer Experience professional, at NICE Systems. Idit has spent the last decade consulting and leading CX initiatives in large organizations. As she works with industry influencers, her passion is finding new ways to build exceptional Customer and Employee Experiences.

Managing the customer experience across multiple channels is one of the more complex challenges many companies face. But it’s also the path to customer loyalty and...

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SpeechTEK/CRM Evolution/Customer Service Experience Review: Part 4

In this final wrap-up of the New York events, we review new developments from several key solution providers.

CorvisaCloud is within a few weeks of releasing its cloud contact center platform as a standalone solution. It has been part of the CorvisaOne suite, but will now be available as a “true PaaS (platform as a service) which offers an infrastructure and testing framework that will enable companies that use it to write their own code and be done,” according to Matt Lautz, President and CIO of...

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SpeechTEK/CRM Evolution/Customer Service Experience Review, Part 2

When customers anywhere in the world want to know more about a product or service or are simply seeking general information, they now expect accurate, detailed answers almost instantaneously. Many of the innovative solutions on display on the exhibit floor offered businesses new ways to respond to the non-stop flow of questions without increasing their call volume. In addition, suppliers also provided new tools for better employee communication.

Inbentaoffers semantic search capabilities for...

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SpeechTek/CRM Evolution/Customer Service Experience Review - Part 1

Improving Customer Service by Looking at it From the Customer’s Perspective

At the heart of the customer experience is the actual customer and everything he or she encounters in trying to find information, complete a transaction or resolve an issue. At the 2014 SpeechTEK, CRM Evolution and Customer Service Experience event, which was held in New York August 18-20, one common theme was the need for organizations to better understand the customer journey from the customer’s point of view. Companies...

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Using CRM for Both the Customer and the Employee

Using CRM to benefit both the customer and the employee starts with understanding how both parties view the system. While vendors may have transactions as their priority, customers are usually more concerned with processes - how quickly their inquiries will be handled. Figuring out how to meet the demands of both sides is key.

Meeting Customer Expectations

Let’s say your business has a multi-step process for responding to customer concerns with a 90% success rate. That may be a high percentage...

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Growth Through Customer Service

On my way to meet some friends recently, I was stopped at a traffic light behind a company truck that immediately caught my attention. Written across the tailgate was what I assumed to be the company tagline, ‘Growth Through Customer Service’. While I can’t comment on whether or not this company lives up to that motto (I wasn’t able to catch a glimpse of the company name on the truck), there’s no doubt that this really should be a goal of every company.

I'm sure you've read a lot about customer...

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How to WOW Your Customers

Your Call Center may be the only contact your customers have with your company. Below are six ideas to help ensure customer satisfaction:

Care. Your Contact Center employees care. Their managers care. But what about the rest of the organization?  CEOs, CFOs and others in the organization should  reach out to their Contact Center employees and let them how valuable a part of the organization they are. Set Goals. If you want to improve the customer experience, make it a point to establish... continue reading this post »