Customer Feedback

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...

Recently FurstPerson conducted research based on job analysis work conducted with contact center organizations.  We blogged (Part I, Part II, and Part III) about this research but have consolidated the blog postings into a white paper.

Based on recent extensive job analysisresearch in the contact center industry, FurstPerson has found that there are common competencies which are often important across all job families and industries.  While it makes sense that some competencies would be critical...

It’s universally accepted that providing superior customer experiences promotes customer satisfaction, loyalty and ultimately, long-term business prosperity. That being said, knowing what to do is often much easier than knowing how to do it. I came across a white paper from Cicero that provides some good insights into how to position your business to deliver satisfaction-winning customer experiences.

The paper summarizes feedback and identifies practical steps from customer contact professionals...

One of the major points of contention surrounding FCR is what the acronym stands for: is it first contact resolution or first call resolution? Some would say that first contact resolution is the proper metric, and while tracking all contacts is most reflective of the true customer experience, it is often expensive and sometimes impossible to develop meaningful metrics that encompass all touch points.

Implementing sound practices coupled with an appropriate technology solution makes it possible to...

It’s tempting to treat social media as simply a new contact channel, like email and chat once were. There are significant (and often...

From a business perspective social media is similar to word-of-mouth, with one very important difference....

Retaining and growing a base of satisfied customers is the name of the game. In today’s global internet-based marketplace, customers have very high expectations and can find their next vendor with just a few mouse clicks. The challenge for modern contact center managers and supervisors is in determining how to identify customer satisfaction deficiencies and provide agent targeted coaching to improve on those deficiencies.

There are a number of best practices that should be deployed to maximize...

Call center coaching is a highly effective tactical activity that has powerful strategic implications for contact centers.

At a fundamental level, coaching is a supervisory function that has a direct and immediate positive impact on agent performance. It also plays an important role in agent satisfaction and retention, as it shows that managers value their contributions. From a strategic perspective, coaching improves service quality and the overall customer experience. It also improves agent...

The complexity of managing the customer experience has grown exponentially since the Netscape browser became available to all users in 1994.  With the internet, everything is connected and interacting with your brand and is simply a browser click away. Today, customer interaction can take place through a web browser, retail store, contact center and even through social media. As a result, capturing and sharing customer interaction data has never been easier the hard part is figuring out where to...