7 Best Practices for Contact Centers

There’s a big difference between an average contact center and a world class one, much of which has to do with First Call Resolution (FCR). The following best practices can help take your call center from great to top notch.

1. Return on Investment (ROI) Awareness

What happens if a problem isn’t solved during the customer’s first contact? Not only can this affect operational savings, but the customer could stop doing business with the company altogether. The cost of not effectively managing FCR is...

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The 6 commandments of an exceptional customer experience

This post was written by Idit Aloni-Halfon, a passionate Customer Experience professional, at NICE Systems. Idit has spent the last decade consulting and leading CX initiatives in large organizations. As she works with industry influencers, her passion is finding new ways to build exceptional Customer and Employee Experiences.

Managing the customer experience across multiple channels is one of the more complex challenges many companies face. But it’s also the path to customer loyalty and...

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SpeechTEK/CRM Evolution/Customer Service Experience Review: Part 4

In this final wrap-up of the New York events, we review new developments from several key solution providers.

CorvisaCloud is within a few weeks of releasing its cloud contact center platform as a standalone solution. It has been part of the CorvisaOne suite, but will now be available as a “true PaaS (platform as a service) which offers an infrastructure and testing framework that will enable companies that use it to write their own code and be done,” according to Matt Lautz, President and CIO of...

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SpeechTek/CRM Evolution/Customer Service Experience Review - Part 1

Improving Customer Service by Looking at it From the Customer’s Perspective

At the heart of the customer experience is the actual customer and everything he or she encounters in trying to find information, complete a transaction or resolve an issue. At the 2014 SpeechTEK, CRM Evolution and Customer Service Experience event, which was held in New York August 18-20, one common theme was the need for organizations to better understand the customer journey from the customer’s point of view. Companies...

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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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5 Tips for Gathering Helpful Customer Feedback

Gathering and organizing customer data and feedback is crucial to making better business decisions. Below are five ways to get that vital information your business needs.

1. Determine What You Want to Know

Any time you survey consumers, you need to gather actionable data. This means being specific. “How did we do?” is too general a question and it most often does not result in anything useful to act on. Asking about specifics is better. “How did [specific feature] work for you?” is much better,...

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How to Turn Your Customers Into Brand Advocates

Loyal customers are excellent for regular revenue, but they can also become brand advocates for your business. Every business, no matter how large, can benefit from additional marketing; word-of-mouth promotions from satisfied customers is highly effective. By having your customers recommend your company to their friends, family and co-workers, both your customer base and brand awareness could increase.

Identify the Advocates

First, you’ll have to identify the customers that will make solid brand...

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3 Rules of Customer Engagement

In today’s world, the customer is in charge, an aspect that’s changed hugely since social media picked up speed. As customer feedback grows, businesses have to shrink - not literally, but in impression. Huge, big-name businesses have to appear smaller in order to meet the individual demands of their customers and prospective. Luckily, CRM technology is making it easier to figure out what every single customer wants and to meet those requirements in personalized ways.

1. The Customer Is In Charge,...

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Winning the hearts and minds of your customers... one customer at a time

This post was written by Natalia Piaggio, a Director in Business Development at NICE Systems. Natalia brings more than ten years of experience working in understanding customers and building customer engagement strategies to narrow the bridge between companies and consumers.

Customer Experience can be rocket science, but it doesn’t have to be…

Last week I flew from London to NYC to attend the Forrester Customer Experience Forum where over 1,200 professionals gathered to talk about the hot topic...

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Call Center Week - Reviews and Interviews - Part VI

For most businesses that haven’t already migrated their contact center to the cloud, the ultimate decision that needs to be made is not “whether” to take the step, but “why” and “when.” While continuing to acknowledge the cost and productivity benefits of making the transition, solution providers can also provide a plethora of additional incentives, including dramatically enhanced flexibility, creating a competitive advantage and increased functionality. As always, cloud solutions were plentiful...

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Call Center Week - Reviews and Interviews- Part IV

Businesses are seeking innovative contact center solutions that enable them to engage customers via an expanded range of functionalities. Companies want their multichannel campaigns to deliver a consistent yet individualized message across every touch point, and even have the capability to bridge the gap between digital and print media.  Organizations also wish to be able to track calls, send out SMS and voice broadcast messages and deploy predictive dialing solutions that offer...

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Call Center Week - Reviews and Interviews - Part II

One of the key measurements of success in any contact center environment is achieving a higher level of customer satisfaction. Businesses are increasing their use of sophisticated knowledge management tools, behavioral analytics, and contact center technologies to better engage their customers while improving agent performance and productivity.  Companies are seeking solutions that offer ease of implementation, flexibility and the potential for rapid ROI.  In this report on emerging...

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How Mobile Devices Are Changing the World of Customer Service

Today, it’s not just your website that has to be able to adapt to mobile customers - it’s your customer service, too. Mobile devices (smartphones and tablets) have allowed businesses to try out tailored, personal marketing - and it’s working. Mobile marketing isn’t exactly one-on-one, which would be practically impossible for big business, but it is business-to-niche. This type of outreach helps a business learn more about its customers while increasing engagement.

Fishing in a Smaller Pool

With mo...

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Consumer Opinion Can Make or Break Your Brand

 Guest Blog Post By: Kristin Muhlner, CEO, newBrandAnalytics,

Two key actions are imperative to improve your customer relations – listen and engage with your customers. Social media is the natural channel for both. We are living in the age of the consumer, and retailers need to take action to maximize brand loyalty and ensure positive customer experiences.  Identify customer complaints through social channels and resolve those issues by implementing suggestions posed through customer feedback.

Patr...

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Common Customer Service Mistakes on Social Media & How to Avoid Them

Every single day, millions of people log onto social media to share stories about the stellar or terrible service a business provided. Word-of-mouth from friends is far more influential than a business’ ads. Companies had to learn quickly that tuning into various online channels is important to making a good impression and to rectifying bad impressions. However, businesses everywhere should avoid these common social media mistakes.

1. Writing Low-Quality Posts and Responses

Once upon a time, social...

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