5 Fresh Customer Service Strategies

Do you want your customers to think of your business as a breath of fresh air? The trick to providing “original” customer service is upgrading 'older' ideas and actually carrying through on them.

1. Resolve Customer Problems at Their First Point of Contact

In theory, a chain of command makes sense, but being passed along to various representatives is frustrating to say the least. Authorize your customer service reps to solve problems. Live chat, virtual characters, and virtual call-back support is...

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Four Key Attributes of Successful Call Center Agents

Despite dire predictions that self-service will render the call center agent obsolete, the opposite is true.  Call center employment continues to grow at a healthy clip.  According to recent research published by leading industry thinker Paul Stockford of Saddletree Research, the U.S. call center industry added nearly 52,000 new jobs.  Some of this growth is attributable to the staffing of health insurance exchange contact centers as a result of the Affordable Care Act, but much of it is...

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Virtual Assistants and Call Killing

By Erik Braun, Director, Creative Virtual Netherlands

Recently, we shared the customer story of our first Dutch Virtual Assistant with readers of the Creative Virtual blog. This Virtual Assistant is called Sabine and ‘works’ for NIBC Direct, a Dutch online bank. Sabine was introduced on 17 December of 2012 and went live on the newly launched NIBC Direct website.

NIBC Direct's Sabine

Recently, NIBC Direct shared statistics with us on the effects of ‘Sabine’ on call and email volume. In short:

The number of emails in... continue reading this post »

What Drives an Exceptional Customer Experience?

Leading customer feedback insights analyst firm, CFI Group, recently published its Contact Center Satisfaction Index (CSSI) for 2013 (download the report here).  The results should be a wake-up call for call centers everywhere.  2013 saw an 8-point drop in the CSSI from its high of 77 in 2012 to a record low of 69 in 2013.  While there's probably no need to hit the panic switch just yet, it's equally clear that consumers' expectations of call center services have outpaced their ability to...

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Contact Center Workforce Management

Maintaining a consistent working environment helps to provide dependable service to customers while supporting a stronger productive attitude. Managing your workforce uses key fundamental principles that other human resource programs utilize; however, these principles have been adjusted to apply better in scenarios specific for contact centers. Identifying employee challenges provides key information for building a strong, grounded strategy for unexpected situations.

Employee Talents

It is...

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The C-SAT Paradox

What Customer Satisfaction Scores Really Mean in a Self-Service Focused World

 

As websites become more sophisticated and self-service options are continually improved upon, the idea is that fewer customers will need to call, chat or email in for assistance.  We know that consumers, particularly in younger generations, prefer to do things on their own, to find their own answers and solve their own problems using online resources on their own time.  Companies have focused a great deal on optimizing...

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Solution Providers Take a Closer Look at the Key Factors Governing the Adoption of Cloud Contact Center Technology

For most organizations, the key questions about moving their contact centers to the cloud are “When can we do it?” and “How can it best be accomplished?” as opposed to “Is it the right step?” But even in a business environment where companies are striving to meet rising customer expectations for responsive service on any channel they choose and looking to increase flexibility and agility, practical questions on logistics, costs and capabilities must be addressed before organizations make a...

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Your Personal Interaction Analytics Dictionary

Have you ever needed to buy a new computer, and thought you were pretty confident you could select one because you knew you wanted a 17” laptop, preferred a PC over a Mac, needed it to be compatible with a certain type external hard drive and would use it to suit your work and your kid’s gaming needs? So you march into your nearest electronics store sure that information would be enough to make the choice clear. However, when you get there, that isn’t the case. No problem, you’ll seek out the...

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NewVoiceMedia to deliver service excellence at Dreamforce

By Tim Pickard, NewVoiceMedia’s SVP Marketing       

We’re pleased to report that NewVoiceMedia has been selected to provide the service telephony at salesforce.com’s Dreamforce conference, the world’s largest vendor-led technology event.

Our market-leading cloud contact centre solutions, which integrate seamlessly with Salesforce to deliver a personalised and unique customer experience, will be used by Salesforce support agents in Dreamforce’s Live Customer Engagement Centre, located in the Expo...

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SpeechTEK/CRM Evolution/Customer Service Experience Review- Part IV

In this final wrap-up of the New York events, we look at important product upgrades, find out how the latest co-browsing technology is impacting contact center efficiency and customer satisfaction, explore evolving customer preferences in mobile customer service and virtual assistants and delve into the latest progress in knowledge base solutions.

Infor announced its next-generation Infor Epiphany Digital Multi-channel Marketing Solutions 10.0.3.  The business application software supplier is...

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SpeechTEK/CRM Evolution/Customer Service Experience Review - Part III

Are businesses doing all they can to ensure that their technology investment is well spent? How can virtual agents become important contributors to voice-of-the customer feedback? Is visual IVR the future of customer engagement? What speech, language and voice technology solutions are making a difference in the marketplace? Find out answers to these questions as we continue to review companies who were making news at the New York event.

Empirix At a time where companies are making major...

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SpeechTEK/CRMEvolution/Customer Service Experience Review - Part II

While some companies made major product announcements during the event, some made announcements prior to the conference, while others are waiting until Fall before rolling out new platforms, fine-tuning their brands and making internal changes.

Several conference sponsors discussed their plans and reported on their progress:

Five9 is coming off a record second quarter in 2013, having raised $34.5 in private funding and increasing revenue to new levels. The high-profile cloud contact center...

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Helping Companies Meet the Challenge of Providing New Ways to Connect with Customers

SpeechTEK/CRMEvolution/Customer Service Experience Review #1

In an effort to better communicate with attendees of their multifaceted event held August 19-21, 2013 in New York, InfoToday took a new direction to summarize the diverse products and services being showcased on the exhibit floor. While SpeechTEK, CRM Evolution and Customer Service Experience retained their identities as separate educational programs, the organizers rebranded the exhibit hall under the umbrella title “Customer...

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How Cloud Technology Facilitates Communication During a Disaster

 

August 13, 2013

Disasters can arise anywhere, at any time. And now, we are now in the middle of hurricane season—with an estimated 20 storms predicted to pummel the Atlantic states throughout the summer and fall.

Most executives shudder at the thought of what would happen in the event that a data center shuts down for even a few seconds because of a natural disaster; that’s because during these critical times your customers often depend on you the most to be available whenever and wherever they...

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Large Enterprises May Have Most to Gain From The Cloud

 

July 19, 2013

While we can appreciate conclusions from various consultants and bloggers on No Jitter that many cloud-based vendors have an “emerging-technology premium price” for their services, we think the hypothesis that all cloud services have a higher TCO is far too broad (see Total Cost of Ownership in 2013). Dave Michaels recently followed up and does an admirable job of addressing many of the issues with TCO comparisons (The Pitfalls of TCO).  While UCaaS and disparate configurations...

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