How to Deliver Proactive Customer Service

When contact center agents are proactive about the customer experience, customer loyalty increases while support calls decrease. By identifying and solving small problems before they become larger, contact centers receive fewer inquiries overall. Additionally, proactive customer service is a way to control word-of-mouth. Customers routinely discuss service experiences with friends, family and social media networks. By being proactive, brands are better able to frame those conversations and...

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An Overview of the Proactive Customer Experience

Contact center agents strive to make a positive impact on customers. Today’s agents need to seek, meet and exceed customer needs. Being proactive will satisfy customers and employees.

Customer Support: Proactive vs. Reactive

Proactive customer support means not waiting until the last minute to offer a solution. While reactive support is the standard for most businesses, due to lack of knowledge or lack of resources, agents only take action when there’s a problem. Proactive service, on the other...

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Virtual Agents and Human Agents Join Forces for Customer Service in 2016

The New Year is here, and with it the much anticipated 2016 predictions, outlooks and trends for just about every industry and field, including customer service. With customer service a key part of the overall customer experience, every organization should be keeping an eye on developments in the space and evaluating which can help improve support for their existing and potential customers.

Analyst Kate Leggett shared five of her top trends to watch this year in her blog post Forrester’s Top...

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Bringing Engagement Back To Customer Relationship Management

The blog is contributed by Genesys CEO Paul Segre

Every New Year ushers in the opportunity for industry pundits and analysts to predict key trends shaping the market, and 2016 is no exception. If 2015 was any indication, our global customer and partner ecosystem has validated that the demand for better CX is a growing worldwide trend. We see this at Genesys in the form of new business, re-purchase, cloud revenue and partnerships, and we are drawing our own conclusions from our recent business...

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3 Customer Experience Predictions for 2016

by Merijn te Booij, Executive Vice President, Product and Solution Strategy at Genesys

It’s that time of year again, when the nostalgic look back with a wistful sigh and the prognosticators leap at the chance to share exciting predictions about the year ahead. 

I admit I’m in the latter camp, especially when it comes to talking about my field of expertise: the use of technology to improve the customer experience.  We’ve seen some interesting developments in 2015, including the rise of smart...

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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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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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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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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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ICMI Contact Center Expo and Conference Summary (Part 4)

With expectations constantly rising, companies are seeking service options that allow companies to learn more about their customers to help them resolve issues and complete transactions quickly and efficiently.  Innovative solutions abounded at ICMI Contact Center Expo with updated multichannel customer experience measurement tools, versatile contact center management solutions and advanced support applications. In this final report, we review some products presented on the exhibit floor.

Dialoga ...

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ICMI Contact Center Expo and Conference Summary (Part 3)

Beyond the opportunity to get product information from approximately 70 suppliers, professionals at the ICMI Contact Center Expo in Orlando, FL (May 4-7) were able to take advantage of a number of educational and social events in and out of the exhibit hall. The show floor included book signings, Solution Spotlight sessions focusing on the benefits of specific products, an opening night reception, an Awards Party, as well as external site tours of the Disney World Reservations Center, Jet Blue...

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ICMI Contact Center Expo and Conference Summary (Part 2)

There was a buzz on the show floor during exhibit hall hours at the ICMI Contact Center Expo and Conference. The organizers kept the hall open during times when there weren’t any formal conference sessions scheduled. This concentrated timeframe gave exhibitors greater access to the contact center professionals in attendance, keeping them constantly busy discussing their solutions. In this second part of our coverage, we examined the perspectives of PSS Help, Salesforce Service Cloud and TCN.

In...

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ICMI Contact Center Expo and Conference Summary (Part 1)

The 2015 ICMI Contact Center Expo and Conference brought executives,  managers and supervisors together at the Walt Disney World Dolphin Resort in Orlando, FL from May 4-7. The event provided diverse educational and networking opportunities, a comprehensive exhibit hall displaying the latest products and services, case studies, and site tours.

After an opening night reception on Monday, ICMI Contact Center Expo kicked off with a Tuesday keynote address by Dennis Snow, a long-time Disney executive...

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WFO Can Be More than the Sum of its Parts: Don’t Forget the Human Side

As a frequent keynote speaker on workforce optimization at tradeshows and conferences, Roger Lee (AKA Dr. WFO) is always a little surprised when some of the contact center professionals in the audience don’t know what the acronym “WFO” means.

Most people are more familiar with the term Workforce Management (WFM), which is actually a component of WFO. Workforce optimization is a more inclusive technology that not only incorporates staffing requirements, but usually includes tools for strategic...

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