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.


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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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5 Essential Metrics Making Call Centers Successful

The abundance of information we are experiencing in society actually makes it hard to winnow what’s useful and important from what's not. Thanks to call centers. They keep fetching a vast range of data through calls. However, some of that proves helpful in finding out what will improve their service quality for better customer satisfaction.

Five key benchmarks for information processing were identified in a study conducted by a group – ICMI, top-performing contact centers and top industry...

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How to Improve the Customer Experience with Optimal IVR Systems

According to, customers are four times more likely to go to a competitor because of poor customer service than because of product features or price. Companies that want to set themselves apart from the competition will improve the customer experience by reducing wait times and solving problems faster. Contact centers are utilizing IVR systems to streamline customer-to-brand correspondence.

What is IVR?

IVR stands for “interactive voice response.” These automated systems have...

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Intelligent Virtual Assistant Software in the Contact Center

Companies have moved past traditional forms of self-service, like knowledge bases and forums, to more enhanced and intelligent applications, like intelligent virtual assistant (IVA) software. Opus predicts that companies will invest approximately $700 million in IVA technology by 2016. While IVAs are not intended to replace human agents, they can take some of the pressure off the contact center by gathering in-depth information about the customer and transaction.

In the past, IVA software users...

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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,...

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An Overview of Modern Outbound Communications

 A contact center’s priorities should include staying in touch with customers and personalizing messages to meet individual needs.

Originally, outbound communications were used mainly for collections and emergency announcements. A new goal is to provide valuable messages to customers about things they’re interested in or would want to know. Outbound communications include:

• Change notifications

• Cross-sell and up-sell offers

• Customer support

• Marketing campaigns and promotions

• Service alerts...

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How to Map and Understand Customer Context

Customer context refers to a set of factors that allow agents to understand a customer need. Brands need to know how customers will use their products in order to provide the best customer service possible. Businesses have to answer questions like: Who will our customers be? What barriers will they face? Why will people want to use our products? How can we help them meet their goals?

Sometimes, customers don’t completely understand the problem they’re facing and they find it difficult to...

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Why Is Customer Context Important?

Have you ever called a customer service line and been asked to explain the problem several times as you’re shuttled from rep to rep? Or have you ever entered your account information into a web chat form, but when the agent is ready to take your inquiry, you’re asked for the account information again? When customers interact on various channels over the course of days or weeks and they’re asked to explain the issue and previous interactions each time they connect with an agent, a lot of time is...

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5 Key Metrics for Contact Centers

Every contact center has two primary goals at the top of their list: maximizing efficiency and offering positive customer experiences on a consistent basis. While there’s a lot of data to measure, it’s difficult to determine the most important metrics. Read on for five key metrics for contact centers.

1. Contact Volume

Contact volume allows you to see queue volume across channels in real-time. Contact volume can then be monitored and managed. Real-time queue visibility for calls is the standard,...

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Development and Directions: SpeechTek - CRMEvolution - Customer Service Experience

The trio of annual events, SpeechTEK, CRM Evolution and Customer Service Experience, covered a broad range of information in three co-located conference programs. On the Customer Solutions Expo exhibit floor, suppliers demonstrated offerings designed to help organizations stay a step ahead of the rapidly evolving needs of their customers, ensured that their systems are operating efficiently on all touchpoints, and took ideas that started in the contact center to new horizons.

CRMXchange met with...

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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...

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