PACE National Convention & Expo Summary

PACE, the Professional Association for Customer Engagement, is a non-profit industry trade organization dedicated to helping companies that take a multi-channel approach in engaging their B-to-B and B-to-C customers. PACE held its annual national convention and expo at the Atlanta  Marriott Marquis from April 19-22, 2015. Delegates from the full spectrum of contact center operations and businesses turned out to gain insight on the latest evolving technologies, and to stay on top of...

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Improving Cusotomer Experience with Self-Service Options

Self-service options give customers the chance to fulfill their needs through their preferred channel. According to NewVoiceMedia.com, 60% of customers will change their contact channel based on what they’re doing and where they are. Consumers who would normally call for help may opt for self-service troubleshooting if they’re watching TV or at work, for example. Thanks to location features, language can be adjusted to suit the user’s geographical area, making self-service solutions even more...

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Callback Queuing: Features and Benefits

At first, callback queuing (CBQ) sounds counter-intuitive: why would a customer call a company just to talk to them later? Nobody wants to wait in a queue. 

Actually, this type of “return later” queuing has been used for years. This is the same idea as taking a number at the DMV and passing time in the lobby, sipping a cocktail at a restaurant bar while waiting for a buzzer to alert you that there’s a table, or having fun in a theme park until your scheduled time to ride a popular attraction.

In...

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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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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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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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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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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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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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Multi-Channel and Omni-Channel Contact Centers

 Contact centers are evolving constantly, challenging management to come up with more efficient strategies. A majority of CRM technologies strive for the same goal: to provide as much intelligence as possible so that the customer can be given a solution without requiring a live agent.

According to Gartner Inc., over the next few years customers will begin managing up to 85% of their brand relationships without interacting with people. To help with this change, contact centers are adopting...

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Impact Demographics Have on Consumers' Live Chat Preferences

Recently Craig Borowski, Help Desk Analyst for the online technology consultancy Software Advice, released a new report which studied the impact demographics had on consumers' preference for live chat service and support. We had the opportunity to talk with Mr. Borowski to learn a little more about what his research uncovered.

1.Which demographics do live chat appeal to most and why?

We found that live chat is appealing to all ages, but it’s most appealing to younger generations. Millennials in...

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