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 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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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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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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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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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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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 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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Faster, Smarter, Safer: Revolutionize Service in Real Time

This post was written by Miki Migdal, President, Enterprise Group, at NICE Systems.

If you’re anything like me, you love the way digital technology has made our lives so much easier. Remember the days when you actually had to look in a phone book to get someone’s number? Or even a year or two ago when you had to phone a cab company instead of just pressing a button on a Smart phone app?

The thing is, as technology gets smarter and faster, customers get used to instant services and information....

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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 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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