Why You Should Make It Easy for Customers to Complain

Every contact center needs a complaint management strategy. The truth is that you have fewer satisfied clients than you may think. Many of those customers are keeping quiet despite having something to say, which is troublesome for everyone. If you don’t hear the complaint, there’s no way you can fix it; if customers aren’t satisfied, they’ll take their business elsewhere.

According to Entrepreneur, there’s a simple reason why many customers don’t complain: griping is hard on everyone,...

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Understanding Empathy and Your Brand

Today, many businesses operate under the “If we build it, they will come” marketing strategy. Although this may have worked in the past, the most successful business are those who are actively engaged with their customers. At InMoment, a customer service software provider, they believe the key to developing strong relationships with customers is through empathy.

Not to be mistaken with sympathy, empathy is described as the act of projecting one’s self into another’s point of view to gain greater...

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Handling Customer Complaints

Customer complaints are par for the course when you run a business. Though it may sound bad, this can be good news. Ultimately, customers understand that mistakes are inevitable. Every complaint is a key to creating a better way to do things.

According to SalesVantage.com, companies without quality customer service skills will sometimes focus too much on the process. The complaint is pushed through quickly so that the next complaint can be heard. However, the customer never feels that their...

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New Survey: Calling All Customer Experience Professionals!

Are you involved in the research, development, implementation or maintenance of your organization’s customer support strategy? Is your business focused on improving customer interactions through contact center communications, customer service inquiries, social media or mobile? Then we’d love to hear from you!

Creative Virtual has created our 2015 Customer Support Outlook Survey to better understand how corporations are creating successful customer experiences. The survey takes only about 5-8...

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7 Questions to Ask Yourself About Touchpoint Effectiveness

After you’ve mapped the customer journey, look closely at each touchpoint. Mastering each touchpoint makes a brand a great competitor while improving customer loyalty and enthusiasm. Ask the following questions to make sure you’re being as efficient as possible.

1. What specifics are occurring at each touchpoint? What are both the brand and the customer doing at each touchpoint?

2. Are the touchpoints addressing the customer’s needs and concerns? Are questions being answered?

3. Are the touchpoints...

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5 Best Voice of the Customer Best Practices

Voice of the Customer (VOC) programs are an asset to contact centers. According to CRMSearch.com, when VoC isn’t correctly taken into account, customer experience goals, as well as marketing and sales objectives, suffer. Below are five VOC best practices.

 

1. Add VOC data collection to the customer experience strategy.

 

According to the American Marketing Association, customer-focused organizations routinely conduct surveys and hold focus group sessions; ask for comments, including complaints;...

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How Creating Value and the Customer Experience Affect Business Outcomes

Often, people confuse the customer journey with the selling process. While the sales process is focused on how to get a buyer to purchase a product or service, the customer journey provides value and takes into account all of the questions and needs that must be answered and met along the way. According to Forrester, 21% of businesses base how well they’re handling customer experience on the business outcome (if they make a sale, for example). However, customers have to go through their journey...

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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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How To Execute A Turnaround

By Gabriel Bristol

Here’s the truth: most businesses, at one time or another, falter. There’s no one single reason why this happens but it does. Different kinds of companies in different kinds of industries with different kinds of leaders will all experience different challenges to their bottom lines.

Also true is that there’s no one single thing you can do to fix it. There’s no silver bullet. If there was, think about how hot that managerial book would be!

While there may not be any one single...

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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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4 Tips for Mapping Customer Touchpoints

In order to achieve business outcomes, successful brands understand that they have to develop a customer-centric outlook on the customer experience. Throughout the journey, touchpoints must be matched with breakpoints, which are the interactions that decide whether or not the customer becomes loyal or maintains loyalty. These four tips can be applied to customer journey mapping, with importance paid to touchpoints. 

1. Universal Touchpoints: At first, map out universal touchpoints, which are ones...

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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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