Customer Feedback

As companies continue to evolve their CRM strategies to attract and maintain customers, the contact center has emerged as an important strategic asset. The agents staffing these centers have a direct impact on customer acquisition and satisfaction. In order to continue providing excellent service, more companies are turning to advanced analytics to ensure that their contact centers are performing at a high level.

In addition, market leaders are using insights from customer interactions to uncover...

In today’s highly competitive consumer marketplaces, effective customer engagement becomes the key differentiator that can separate an organization from the pack and enable it to quickly win market share over domestic and international competitors. Having the capability to quickly respond to marketplace forces and impactful events to deliver performance improvement is critical to immediate and long-term success.

As companies face commoditization of their product and service offerings, they need...

Coaching is as much a critical process in today’s contact centers as workforce management, quality monitoring, and call routing.  Agents need feedback and goals to improve and succeed, and it is the supervisor’s role as a coach to manage and deliver that performance guidance. Unfortunately, in many contact centers today, coaching is not managed with strategy and rigor or treated as a first-class process. Often, the supervisor-agent relationship is broken, jeopardizing the success of...

In a six month study, Mattersight Corporation commissioned Forrester Consulting to examine the total economic impact and potential return on investment  enterprises may realize by deploying its Behavioral Analytics platform.

The Behavioral Analytics platform captures customer and employee interactions, and then automatically analyzes those interactions using proprietary algorithms and unique behavioral models. The output of this analysis is new data attributes on every interaction measuring...

The digital age has effectively transformed the modern “path to purchase” into a dynamic place with multiple, consumer touch points. While brand influence still remains central to the path to purchase, the customer’s voice is gaining more control at the expense of the enterprise.

The idea behind a VoC program is to ensure that the customer voice is heard and considered by a company. The customer voice is typically shared with the company through qualitative and quantitative methodologies, with...

What Has Your Quality Monitoring Program Done for You Lately

How do you translate voice recordings into real-time business intelligence? While most contact centers actively record customer interactions, this data is useless until it has been analyzed – a process that can be time-intensive, inefficient and overwhelming. At best, most supervisors have the capacity to analyze only a fraction of the actual data collected.

Learn how to do more with the data you have. This white paper from Aspect...

The Value in Naysayer Feedback - Actionable Steps to Improve Customer Experience for Contact Centers

While the call center has many metrics for determining success, the overall customer experience has the biggest impact on your bottom line, yet it is also one of the most difficult metrics to measure. Fortunately, your customers don’t think in terms of metrics. The only thing that matters to them is that they have a positive experience. Take FCR as an example: there are many ways to measure FCR,...

Recent talk in the industry takes exception with the concept of making idle time productive by suggesting there isn’t really much idle time to be used, that it would cause adherence issues with the call center workforce management tool, and associating it with the detrimental effects of multi-tasking (suggesting that it lowers agent performance). We see these as critiques based on some limited information. Research data, integration technology and feedback from those using technology to manage...

The main topics of interest at the IQPC Call Center Week Las Vegas were ‘cloud’ and ‘multi-channel’.  Attendees were also concerned with the use of social media.

How customers connect to companies is evolving.  Customers want to connect on their own terms with the channel that suites them best.  Vendors are attempting to respond to the customer’s needs with a variety of new solutions.  Below is a recap of exciting technologies and solutions that were at the event.

360'CRM   is a full spectrum CRM...

The latest generation entering the workforce brings a new energy to the contact center, which also brings new challenges to the table for call center management.  But this generation also represents the new social customer, so understanding what makes them “tick” can provide invaluable insight into what motivates your customers.

Donna Fluss, a recognized thought leader and innovator in contact center and real-time analytics, will join Knowlagent CEO, Matt  McConnell,  for an interactive webinar on...

Wondering which vendors and applications to work with to set up a Facebook F-commerce or Social Commerce Store? There’s a range from 8thBridge, SortPrice, Ecwid,BigCommerce, Usablenet, Storefront Social.com, www.x.com, MagentoCommerce, NorthSocial, ebay, Payvment and PayPal’s Adaptive Payments API, Zong, TheFind and ALUC-it.

This post looks at these types of vendors and their applications (apps) and how you can use them for Social commerce and Facebook Commerce.

How to Display a F-commerce Store...

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 &...

The following are some more information on the vendors who attended the IQPC event.  

Analytics

For companies frustrated with isolated or disparate data sources, 360'CRM's latest advances in its InSight data analytics tool provides new levels of actionable information for the Call Center or Channel Management practitioner.  InSight not only automatically draws call center performance data in to a common, universally comparable dashboard and report analytics library, it also integrates internal...

The staff of CRMXchange was present at the IQPC Las Vegas Call Center Week. IQPC did a commendable job with the content and speakers in the event. The exhibit hours were long, running close to 11 hours on day one, but the vendors were pleased with the amount of interest that people showed in their products and services. 

We traveled the exhibit hall. Below are some vendor highlights.

Analytics

Contact Solutions – The Continuous Improvement Practice (CI) is based on a unique methodology and supported...

Accurate, timely feedback—whether from customers, employees, or partners—relies on talking to your audience in the right way.  Your contact center is the front line of your business. Positive experiences drive increased advocacy, reduced customer churn and improved agent engagement.

Customer satisfaction in your contact center is not an end in itself. Your customer experience program must deliver tangible benefits and real value that go beyond the contact center and enable you build a more...