Customer Experience

Precision monitoring is a process that is enabled by the introduction of speech analytics into contact centers.  According to a new DMG report, managers set up special QA searches in their speech analytics application – it is a best practice to set up multiple searches to address various aspects of QA. Here are some recommended searches:

1.Greetings – define all of the appropriate ways agents should perform a greeting, and capture interactions where this does not happen.
2.Closings – same...

Fizzback’s experience in the sector provides a framework through which they drive positive business transformation and allow their clients to ‘drive by the voice of customer’. The rules represent a guideline to engage with clients on a case-by- case business ensuring the solution they provide is tailored to each of their clients’ unique culture, & conditions.

Below are a few Fizzback rules:

“Define your brand DNA. Own it. Name it.” stresses the importance of companywide ownership &...

It should come as no surprise that people are frequently dissatisfied and annoyed with the level of customer service they receive from the companies and organizations with which they do business. Surveys consistently find that many people are not getting the kind of service and help they feel they deserve. Complaints run the gamut from not being able to find answers on company Web sites, to not being able to speak with a knowledgeable company representative. Given the countless...

The demand for customer collaboration solutions is somewhat new but growing fast. Not surprising for a new market is the confusion caused by competing vendors' claims for their solutions. A recent Frost and Sullivan white paper, Customer Collaboration - A Richer Customer Experience Drives Profits,  provide a "what to look for" list as an aid to sorting out these claims:

• Web-based co-browsing functionality that works with all modern browsers and computer operating systems found in the market,...

Recently at the International Customer Service Association (ICSA) conference in San Antonio, Barbara Morrison, a Human Resources Director for Suddenlink Communications, and Jeff Furst, President and CEO of FurstPerson, presented a case study titled Separating Myth from Fact: Hiring for Peak Performance and Service.  Based on this discussion, FurstPerson has summarized three key strategies that enable contact center hiring managers to separate myth from fact when developing and operating contact...

Last month at the International Customer Service Association (ICSA) conference in San Antonio, Texas, Barbara Morrison, a Human Resources Director for Suddenlink Communications, and Jeff Furst, President and CEO of FurstPerson, presented a case study titled Separating Myth from Fact: Hiring for Peak Performance and Service.

Based on this discussion, FurstPerson has summarized three key strategies that enable contact center hiring managers to separate myth from fact when developing and operating...

Pillar #1: Holistic Multiple Touchpoints = Multiple Opportunities
The first step to creating a superior, loyalty-building customer experience involves cross-channel interaction analytics. Customers today communicate with companies across a variety of touchpoints, from Web-based forums to Twitter feeds. Discovering what’s really happening across all these channels, and knowing how to react can be challenging.

Pillar #2: Contextual Putting Service in Perspective
Closely linked with the insight and...

Just as poor customer service can rob a company of precious revenue, a superb customer interaction can boost an organization’s bottom line. In fact, according to a recent survey by Strativity Group, 73 percent of consumers stated that they would expand their purchases with a vendor by 10 percent or more if the customer experience was superior. And 55 percent of consumers agreed that they would stay with a vendor for 10 years or more as long as the experience remained superior. Rising customer...

According to the comScore 2010 U.S. Digital Year in Review, social networking sites accounted for 12% of all time spent online in 2010, and the average American spent more than 14 hours watching online videos in December, a 12% increase over the previous year.

As social media continues to gain popularity in our culture.  Many call center agents are comfortable with social learning in their personal lives and, as a result, more and more companies are adopting social and informal learning platforms...

Quality management (QM), with its ability to drive agent behaviors that impact the customer experience, is a valuable tool for contact centers. Technological advances have increased QM process efficiency by replacing paper forms and making recordings more readily available. Significant areas of inefficiency still exist, however, increasing the cost of quality to the business.

According to a new CXM white paper,   integrating workforce automation and quality management offers opportunities for...

 One of the key priorities for a customer care organization is the engagement and retention of customers. To strengthen rapport with customers at scale, some companies are turning to interactive outbound interactive voice response (IVR) solutions. However, poorly executed outreach can alienate customers rather than ingratiate them, so it is important to select a platform that delivers your ideal customer experience.

Customer service is increasingly viewed as a strategic element of a product’s...

Since the emergence of multi-channel self-service, there is a growing disconnect between the typical strategy employed in telephone self-service design and what many customers actually need. A new Nuance report details the results of a commissioned survey which attempts to uncover customer channel preferences for an array of banking tasks, including recommendations for optimizing the IVR to both accommodate those preferences and minimize the frustrations associated with today’s multi-channel...

A new white paper from IntelliResponse 6 Tell-Tale Signs That Your Organization – And Your Customers – Are Ready For Next Generation Web Self-Service discusses if web self-service is right for your company.

According to Forrester Research, 72% of U.S. online consumers prefer to use a company’s Web site to get answers to their questions rather than contact companies via telephonen or email.

Telltale Sign #1:
The primary customer service features on your web site are FAQ and help pages and/or a site...

Customer Experience has become the mantra of senior management looking to enhance revenue and margins. This is a huge opportunity for whichever department can create a unified picture of the current CE and then help management to decide how to manage and improve it. Innovative, data driven departments as diverse as customer service, quality, consumer affairs or marketing services could capitalize on this opportunity to dramatically raise both their visibility and status within the organization.

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