An Overview of Modern Outbound Communications

 A contact center’s priorities should include staying in touch with customers and personalizing messages to meet individual needs.

Originally, outbound communications were used mainly for collections and emergency announcements. A new goal is to provide valuable messages to customers about things they’re interested in or would want to know. Outbound communications include:

• Change notifications

• Cross-sell and up-sell offers

• Customer support

• Marketing campaigns and promotions

• Service alerts...

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How to Map and Understand Customer Context

Customer context refers to a set of factors that allow agents to understand a customer need. Brands need to know how customers will use their products in order to provide the best customer service possible. Businesses have to answer questions like: Who will our customers be? What barriers will they face? Why will people want to use our products? How can we help them meet their goals?

Sometimes, customers don’t completely understand the problem they’re facing and they find it difficult to...

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Why Is Customer Context Important?

Have you ever called a customer service line and been asked to explain the problem several times as you’re shuttled from rep to rep? Or have you ever entered your account information into a web chat form, but when the agent is ready to take your inquiry, you’re asked for the account information again? When customers interact on various channels over the course of days or weeks and they’re asked to explain the issue and previous interactions each time they connect with an agent, a lot of time is...

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5 Key Metrics for Contact Centers

Every contact center has two primary goals at the top of their list: maximizing efficiency and offering positive customer experiences on a consistent basis. While there’s a lot of data to measure, it’s difficult to determine the most important metrics. Read on for five key metrics for contact centers.

1. Contact Volume

Contact volume allows you to see queue volume across channels in real-time. Contact volume can then be monitored and managed. Real-time queue visibility for calls is the standard,...

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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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Innovation Showcase to Feature Knowledge Management and Virtual Assistant Technology

As new customer contact channels (such as mobile and social media) gain popularity and traditional channels (such as phone) continue to remain key to customer engagement, organisations are faced with a challenge of providing consistent, accurate and personalised information to customers across the growing range of channels. The 2015 Global Customer Support Outlook Surveyrevealed that when it comes to managing and delivering relevant content, the top obstacle is creating and maintaining...

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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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The Link Between Customer Satisfaction and Customer Loyalty

Twice a year the Institute of Customer Services releases their UK Customer Satisfaction Index (UKCSI) report which rates customer satisfaction across 13 industry sectors and the UK as a whole. Their most recent report, published in July 2015, shows that after two years of decline, overall customer satisfaction in the UK appears to have stabilised – a good sign for UK consumers and organisations.

In addition to just looking at satisfaction ratings, the index has also been tracking the relationship...

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6 Customer Journey Map Requirements

Customer journey maps help contact centers understand and improve the customer experience by planning and documenting the journey through the eyes of the customer. This helps companies understand how customers are interacting with the brand and where there’s room for improvement. No two maps are the same and each brand has to create their own way to chart the customer experience.

There are a lot of ways to build a customer journey map; there’s no leading standard or master model to replicate....

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The Importance of Spanish-Speaking Agents in the Contact Center

According to the U.S. Census Bureau, more than 17% of the U.S. population is Hispanic. There’s a great demand for contact centers that employ bilingual agents, and that demand is only going to grow.

5 Reasons Why You Should Hire Bilingual Agents

1. The public may view a contact center that doesn’t employ Spanish speaking agents as one without cultural sensitivity.

2. Contact centers that have agents who can handle all types of customer inquiries are able to provide guidance immediately....

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4 Best Practices for Contact Center Workforce Management

Workforce Management (WFM) in the contact center means giving employees the jobs that best match their skillset while taking scheduling and timing into account. The main goal of WFM is to benefit contact center operations, including customer service. Ideally, contact center WFM will be fluid, allowing management to continually evolve techniques and consistently achieve excellent results.

1. Automate Shift Bidding

Tools are available to automate shift bidding, eliminating the confusion that comes...

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Four Common Mistakes the Call Centre Agents Do While Answering the Calls of Your Customers

While there are multiple channels available for customers with a wide variety of opportunities for customers to get in touch with your organization be it email, social media, web chat and text messages, voice has continued to be on top of your customer’s interaction. One of the biggest challenge of your customer experience comes back down to the people who could deliver the best practices to your agents.

In a recent study conducted by Zendesk Study founded that the customers who have had a bad...

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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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First Contact Resolution Best Practices

First contact resolution (FCR) is one of the key performance metrics of any contact center. FCR is an integral performance indicator, for both the customer experience and for determining the operational efficiency of the contact center. Several factors are responsible for FCR, including complexity of transactions, agent experience, quality of agent training and the tools that the contact center uses. Consider incorporating the following FCR best practices into your strategy.

1. Analyze the repeat...

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Increasing Customer Satisfaction with Multi-Channel Strategies

Today’s customers are using multiple devices and platforms, and requiring multi-channel service. While you can’t control their expectations, you can control a large part of their experience, which is important because customer satisfaction impacts both current and future behavior. When customers are satisfied, they’re more likely to perform the behaviors you want them to – such as making a purchase and recommending your product or service to others. Below are three ways to increase customer...

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