Customer Feedback

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...

In an era where contact centers are often undermanned and under funded, managers need to get the job done with fewer resources despite ever increasing demands on their time.  For the year 2010, there are quite a few practical as well as actionable contact center trends and technologies that are helping managers save money and time.

Some of these “hot trends” include: 

 -Contact Center Analytics-The value of speech analytics, desktop analytics and customer feedback to lower the time spent doing...

Consumers are increasingly active users of social media sites, and they also view such sites as purveyors of important and trusted information on companies, products and brands in
which they are interested.  Companies that recognize, embrace and integrate  social CRM and social media strategy  into their customer facing operations for marketing, sales and service are better positioned to simultaneously improve their consumer experience while reducing the cost of marketing, selling and delivering...

According to Stacey Hanke, a Chicago based executive consultant and author of the new book Yes You Can, “It’s not just what you say but how you say it that matters. If you aren’t making a conscious effort to manage your tone of voice, the way you stand, and the words you use, you risk delivering your message ineffectively and leaving your listener with the wrong impression. The resulting misunderstanding will not help your cause.”

Below are some of the best recommendations from her book:

·       I...

Call Centers For Dummies serves as an easy reference resource for call center managers. Concentrating on revenue generation, efficiency, and customer satisfaction, as well as how to enhance the customer experience, this book helps managers improve their results and affect their company's bottom line. With new tools and tactics specifically designed for call center managers, Call Centers For Dummies helps put a value on customer relations efforts undertaken in call centers and helps managers...

The growing importance and awareness of the customer experience had driven a growing number of companies to implement voice of customer programs. These programs can divided into two categories – 1. Market Research and 2. Customer Surveys. Companies typically use market research to identify unmet customer needs but use customer surveys to understand customer’s perception about the quality of individual transactions or the general relationship.

During the course of numerous client engagements, we...

Authored by Patrick Botz, Vice President of Solutions Marketing, VPI

 

Call center performance management software is now recognized as a valuable solution to a long-standing problem. Much of the information within most contact centers is still collected and stored in disparate systems. Each system typically has its own reports, making it very difficult to make cohesive and accurate decisions based on data that can’t be properly compared and analyzed. With the advent of call center performance...