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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6 Customer Journey Map Requirements

Customer journey maps help contact centers understand and improve the customer experience by planning and documenting the journey through the eyes of the customer. This helps companies understand how customers are interacting with the brand and where there’s room for improvement. No two maps are the same and each brand has to create their own way to chart the customer experience.

There are a lot of ways to build a customer journey map; there’s no leading standard or master model to replicate....

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The Importance of Spanish-Speaking Agents in the Contact Center

According to the U.S. Census Bureau, more than 17% of the U.S. population is Hispanic. There’s a great demand for contact centers that employ bilingual agents, and that demand is only going to grow.

5 Reasons Why You Should Hire Bilingual Agents

1. The public may view a contact center that doesn’t employ Spanish speaking agents as one without cultural sensitivity.

2. Contact centers that have agents who can handle all types of customer inquiries are able to provide guidance immediately....

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4 Best Practices for Contact Center Workforce Management

Workforce Management (WFM) in the contact center means giving employees the jobs that best match their skillset while taking scheduling and timing into account. The main goal of WFM is to benefit contact center operations, including customer service. Ideally, contact center WFM will be fluid, allowing management to continually evolve techniques and consistently achieve excellent results.

1. Automate Shift Bidding

Tools are available to automate shift bidding, eliminating the confusion that comes...

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8 Tips for Enabling Contact Center Agents

The role of the contact center agent may seem straightforward at first: to field customer communication and resolve issues as quickly as possible. For the enabled agent, though, the job is more extensive than that. Additional trust and responsibility means a more substantial role for the agent and better service for the customer.

1. Allow agents to set their own goals, which will make them feel more invested in their job. This doesn’t have to be a replacement for goals set by the contact center,...

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First Contact Resolution Best Practices

First contact resolution (FCR) is one of the key performance metrics of any contact center. FCR is an integral performance indicator, for both the customer experience and for determining the operational efficiency of the contact center. Several factors are responsible for FCR, including complexity of transactions, agent experience, quality of agent training and the tools that the contact center uses. Consider incorporating the following FCR best practices into your strategy.

1. Analyze the repeat...

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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...

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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...

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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...

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Workforce Management Software for Contact Center Productivity

Workforce Management (WFM) software got its start in contact centers and is also used in other service businesses that employ a large number of hourly wage workers. The main goal of WFM is to view business metrics that will help contact centers schedule the right number of agents needed.

WFM software is crucial to the productivity of contact centers. It allows managers to forecast transaction volume and schedule the right number of agents while accounting for breaks, training, vacations and...

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7 Benefits of Using IVR Systems at Contact Centers

Interactive Voice Response (IVR), are used for a multitude of services, including remote banking, survey and poll taking, call routing and forwarding, order transactions, marketing and information lookup. The system can accept and understand a variety of voice and button input selections. IVR systems have pre-recorded responses for multiple situations, access to data and voice recording abilities. Contact centers benefit in the following ways when using IVR.

1. Empowered Customers

Self-service...

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Why Every Brand Should Enable Customer Service Agents

Most brands have a clear vision of how their business should be presented to the outside world. Rules and guidelines dictate how contact center agents should communicate with customers. Customer service training is meant to ensure that agents are in-line with a certain level of quality. Unfortunately, customers don’t always have their expectations met. When rules are too rigid, employees aren’t allowed to go above and beyond what’s expected in order to satisfy a customer.

Enabled agents have both...

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