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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Top Enterprise Servicing Goals for 2015

In January 2015, DMG Consulting conducted a worldwide survey of enterprise and contact center executives and managers. The goal of this survey was to identify the top servicing goals for enterprises during 2015. Participants were asked to select from a detailed list of servicing initiatives. 311 individuals from companies around the world elected to participate in this study. This broad level of participation reflects companies' growing focus on improving service, a trend that is expected to...

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Contact Center Software Features to Improve the Customer Experience

Contact center software should offer features that enrich the customer experience.  The following features should be considered.  

Callback or Voicemail from Queue

Instead of waiting for the next available agent, many customers are happy with opting to have an agent call them back when it would normally be their turn in the queue. Once a caller is placed in the queue, they are given an option to continue waiting or to be called by an agent. If the caller also wants to leave a message for a...

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Contact Center Dashboard and Metrics

Software is an essential component of a high-volume contact center. From being an important element of sales to managing complex tickets, CRM dashboards and metrics play a vital role in your contact center.

3 Important Types of CRM Dashboards

1. Key Performance Indicators Dashboard

The KPI dashboard allows the contact center to identify trends using data that’s been collected over a long period of time. Relevant metrics include average seconds to answer, call resolution, cost per contact, and...

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CRM Software and Workforce Optimization

The more efficient a workforce, the better customer relationships will be managed and the more profitable the company will be. According to Forrester Research, just 31% of brands carefully monitor customer interactions for quality. In 2015, contact centers will see better CRM software with features that will enable the brand to target, observe, and improve key performance indicators (KPIs), while also letting companies watch metrics in real time. Collected data will show companies where there...

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When is it Time to Ditch the Old Contact Center Forecast?

This blog is contributed by Ric Kosiba, Interactive Intelligence

My last post discussed the attributes of a good contact center resource plan. We hinted at another aspect of contact center planning—that it truly is itself a process—and I wanted to elaborate here.  In the 1990’s, a company would put together a plan and a budget for January and use it to restrict all additional resources and spending for the next twelve months-- which is why “The Budget” was so important.

Over the last 10 years...

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Multi-Channel and Omni-Channel Contact Centers

 Contact centers are evolving constantly, challenging management to come up with more efficient strategies. A majority of CRM technologies strive for the same goal: to provide as much intelligence as possible so that the customer can be given a solution without requiring a live agent.

According to Gartner Inc., over the next few years customers will begin managing up to 85% of their brand relationships without interacting with people. To help with this change, contact centers are adopting...

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10 Tips to Improve Your Contact Center Sales Contests

Examining data from their most recent 164 games, FantasySalesTeam uncovered interesting trends.  Below are 10 tips for increasing results and engagement through your sales incentive programs.  You can also read the full analysis ,including data.

• Leverage Team Competition: Games/incentives which use teams and get players (reps) pushing and relying on each other, are  more effective than individual-based contests.

• Create Multiple Ways to Win: When you only have one way to win the incentive,...

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Habits of Companies That Deliver High-Quality Customer Experience

In the midst of analytics and stats, it’s easy to forget that consumers aren't facts and data; they’re people. According to the White House Office of Consumer Affairs, a loyal customer is worth as much as 10x their original purchase. Today, companies that provide humanized customer service surpass the competition. Top companies practice these three habits of customer service.

1. They Combine Online and Offline Customer Experience

According to a Competitive Enterprise Institute survey, 86%...

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2015 is Going to be a Great Year for Contact Centers

The article below is a reprint from the December DMG Consulting, LLC The Real-Time Contact Center Newsletter.

"Here are 4 hot contact center trends that are expected to attract substantial investments during 2015. All of these trends will make substantial contributions to their enterprises, customers and employees.

1.Cloud-based contact center infrastructure solutions - The contact center infrastructure (automatic call distributor (ACD) and dialer) market has changed dramatically. Companies are no...

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Knowledge Management for Customer Service: Get it Right with Unified Search

There’s a major disconnect between the perceived value of knowledge management and the current state of KM at most companies, as evidenced by findings from the annual State of Knowledge Management report from TSIA, an association of support leaders from top-tier companies.

Just take a look at some of the findings from the report:

79% of customer self-service channels don’t recommend help or content 70% of companies have not made their support knowledge mobile-accessible 30-35% of contact center... continue reading this post »

Tips for Call Center Planning

Creating a schedule for your contact center is akin to putting together a puzzle - if all of the pieces don’t fit perfectly together, scheduling can be thrown off completely. With the following tips, you can create a contact center schedule that has the appropriate number of people on at the right times to handle the workload.

1. Set Service Level Goals

Establish a service level of answering a certain number of calls (X) in a certain number of seconds (Y). High-end contact centers have a 90/15 or...

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Guidelines for Managing Customer Experience

Ad you know, costs more to acquire new customers than to retain the ones you already have. The easier it is to do business with a company, the more likely it is that a customer will stick around. in addition, brands that excel in delivering great customer experience are ones that customers will recommend to their friends and family. The following best practices will help your contact center agents deliver an excellent customer experience every time.

1. Build Relationships, Don’t Just Solve...

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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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