How To Provide Technical Support Without Engaging Live Help & By Using Your IVR?

For most web, mobile, TV and cable users, encountering the “No reception – please contact your service provider for further assistance” message or having to reset a model or configure a product is a matter of contacting tech support. 

More frustrating than being deprived of your favorite TV show or social media is the daunting experience of trying to reach the technical support department via the company’s IVR system. Listening to multiple and confusing options, and finally, after pressing the...

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Offering Mobile and Social Support for Increased Customer Engagement

By Chris Ezekiel, Founder & CEO

It’s impossible to have a comprehensive discussion about customer engagement without raising the topics of mobile and social. Customers are on the go and expect in-the-moment service, literally at their fingertips. They are increasingly taking to social platforms such as Facebook, Twitter and community forums to seek support and air their complaints. Organizations that ignore these channels are missing out on prime opportunities to engage with customers and risk...

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How to Eliminate Hold Time

Ask someone what they hate the most about call centers and their answer could very well be this: holding. Waiting on the phone wastes the caller’s valuable time! Other grievances could include navigating unclear, lengthy phone menus and having to constantly repeat information to agents. Many call centers have unnecessarily complicated practices, which takes a major toll on customer service. Varying communication options, like call-back technology and live chat, provides a better call center...

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Call Center Week - Reviews and Interviews - Part VI

For most businesses that haven’t already migrated their contact center to the cloud, the ultimate decision that needs to be made is not “whether” to take the step, but “why” and “when.” While continuing to acknowledge the cost and productivity benefits of making the transition, solution providers can also provide a plethora of additional incentives, including dramatically enhanced flexibility, creating a competitive advantage and increased functionality. As always, cloud solutions were plentiful...

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Call Center Week - Reviews and Interviews - Part V

With customer expectations constantly rising, companies are seeking service options that allow people to get information, resolve issues and complete transactions more quickly and efficiently.  Innovative solutions abounded at Call Center Week with enhanced chat, co-browsing, click-to-call and IVR front and center. In this report, we review a few of the more interesting products presented on the exhibit floor.

Connect First From the customer perspective, the ongoing issue with IVR systems is that...

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Call Center Week - Reviews and Interviews- Part IV

Businesses are seeking innovative contact center solutions that enable them to engage customers via an expanded range of functionalities. Companies want their multichannel campaigns to deliver a consistent yet individualized message across every touch point, and even have the capability to bridge the gap between digital and print media.  Organizations also wish to be able to track calls, send out SMS and voice broadcast messages and deploy predictive dialing solutions that offer...

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Call Center Week - Reviews and Interviews Part III

Keeping employees engaged and motivated are the most important factors in establishing and maintaining a productive, effective contact center workforce.  Intelligent onboarding and consistent leadership are critical elements in the process. Some people in the industry also think of gamification as a powerful set of solutions to decrease turnover and improve productivity while others remain skeptical. In the next in our series of reports from Call Center Week, we offer perspectives from a pioneer...

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Call Center Week - Reviews and Interviews - Part II

One of the key measurements of success in any contact center environment is achieving a higher level of customer satisfaction. Businesses are increasing their use of sophisticated knowledge management tools, behavioral analytics, and contact center technologies to better engage their customers while improving agent performance and productivity.  Companies are seeking solutions that offer ease of implementation, flexibility and the potential for rapid ROI.  In this report on emerging...

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Call Center Week - Review and Interviews - Part 1

Call Center Week, widely recognized as one of the industry’s most comprehensive educational and product information events, continued its pattern of growth in 2014.  The event took place in Las Vegas June 9-13, with approximately 1,500 call center professionals, including experts from more than 150 exhibitors gathering at the Mandalay Bay Resort and Casino to exchange ideas, explore emerging technologies, hear from leading authorities, and discuss what’s working in contact centers across a broad...

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4 Benefits of Cloud Contact Center Solutions

If you use a premise-based system at your contact center, you  may have any of the following problems: hiring limitations, extra expenses to upgrade, and customers who have a bad impression of your services. The solution may be a cloud-based contact center. Both inbound and outbound customer service will become easier and most cost effective, and compromising high quality service will be a thing of the past. Benefits of a cloud call center include:

1. Affordability without Limitation

The cloud may...

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4 Mistakes Call Centers Make

The knowledgeable customer expects the best - and if they don’t get it, they’ll take their business elsewhere. It may be time to re-think your customer service strategies in an effort to avoid these four mistakes that many call centers make.

1. Transferring the Caller

Sometimes, phone options (press 1 for Department A, press 2 for Department B) aren’t clear enough for the caller. It’s normal to finally get somebody on the phone and then find out you’re in the wrong place - in these circumstances,...

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3 Technologies to Improve the Call Center

Accomplishing more with less - both less time and less money - is the key to running a successful call center. Fortunately, there are many technologies that can help your call center to achieve more productivity in a reduced amount of time while costing less money overall. There are two steps to this process: utilizing your current tools smarter, and investing in technologies that will improve service.

1. Call-Back

Decreasing or even eliminating hold times is on every call center’s list of high...

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4 Contact Center Myths

Misconceptions about contact centers can get in the way of customer experience. In order to deliver the best service possible, management has to be clear about the benefits of call centers while dispelling these four common myths.

Myth #1: Contact Center Agents Don’t Actually Care About Customer Service

Since agents are the first people who customers talk to when they have a problem, it’s understandable that they’re also the first blamed. In truth, contact center reps are just as invested in the...

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Automation and the Human Touch

A common criticism of automated systems, including intelligent virtual agents, is that they remove human interaction and provide a cold, robot-like experience. So when I came across an article titled The Human Touch of Automation: A Customer Experience Experience, it immediately caught my eye.

In the article, the author shares his experience with a table-top kiosk at a chain restaurant that gave diners the option to order beverages and appetizers, play games and listen to music, and pay their...

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inContact Ups the Game in Contact Center WFO with Acquisition of Uptivity

In a bold move to increase its already substantial presence in the marketplace, contact center software/agent optimization tools provider inContact has announced the acquisition of WFO specialist Uptivity. Based in Columbus, OH, Uptivity (formerly known by its still-official business name CallCopy Inc.) provides a complete mid-market WFO suite which encompasses speech and desktop analytics, agent coaching, call and desktop recording, as well as quality, performance, workforce management and...

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