Will Customer Experience Improve in 2014? – YES! Top 5 Reasons

Customer experience is more important than ever.  

Companies are realizing that creating and delivering an exceptional customer experience, one that is unmatched by the competition, is the key to gaining a competitive edge and the continued satisfaction and loyalty of the consumer.  

I believe that 2014 will eventually become “the year of the customer” with significant investments by companies that focus on customer experience.

Here are 5 reasons why customer experience will improve in 2014: 

The... continue reading this post »

Creative Virtual's 2013 Global Customer Service Outlook Survey Results

By Chris Ezekiel, Founder & CEO, Creative Virtual

Creative Virtual has released the results of our 2013 Global Customer Service Outlook Survey fielded between April and May of last year. We’re happy to report that customer experience management is at the top of respondents’ lists across the globe. We’re really excited that global organizations are equally concerned with the state of customer service, and have similar views on how to enhance and grow the customer experience. It’s certainly a...

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Workforce Optimization: Aligning Employee Perception with Customer Satisfaction

It is no secret that two of the most important parts of any organization are its customers and the employees. Understanding the views and aligning the perceptions of these two groups is critical to customer retention and the longevity of the company. Closing the disconnect between employees and customers is a huge factor in placing a company above its competition. How can workforce optimization and customer service goals be aligned?

Advocates vs. Trouble-Shooters

Organizational culture plays a...

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SpeechTEK/CRM Evolution/Customer Service Experience Review- Part IV

In this final wrap-up of the New York events, we look at important product upgrades, find out how the latest co-browsing technology is impacting contact center efficiency and customer satisfaction, explore evolving customer preferences in mobile customer service and virtual assistants and delve into the latest progress in knowledge base solutions.

Infor announced its next-generation Infor Epiphany Digital Multi-channel Marketing Solutions 10.0.3.  The business application software supplier is...

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SpeechTEK/CRM Evolution/Customer Service Experience Review - Part III

Are businesses doing all they can to ensure that their technology investment is well spent? How can virtual agents become important contributors to voice-of-the customer feedback? Is visual IVR the future of customer engagement? What speech, language and voice technology solutions are making a difference in the marketplace? Find out answers to these questions as we continue to review companies who were making news at the New York event.

Empirix At a time where companies are making major...

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Helping Companies Meet the Challenge of Providing New Ways to Connect with Customers

SpeechTEK/CRMEvolution/Customer Service Experience Review #1

In an effort to better communicate with attendees of their multifaceted event held August 19-21, 2013 in New York, InfoToday took a new direction to summarize the diverse products and services being showcased on the exhibit floor. While SpeechTEK, CRM Evolution and Customer Service Experience retained their identities as separate educational programs, the organizers rebranded the exhibit hall under the umbrella title “Customer...

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Eliminate Channel Thrashers and Lower Customer Effort

Customer Effort Score  is the new hot metric for customer service. CES has been widely discussed since the Harvard Business Review article, Stop Trying to Delight Your Customers (July, 2010), where Customer Effort Score was touted as being a better predictor of customer loyalty than Net Promoter Score or Customer Satisfaction. While CES is an important metric and arguably the best metric to focus your service operation, there is no such thing as a “magic metric”. Getting results from...

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Customer Experience Challenges, Innovations & the ROI from Behavioral Analytics

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...

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A Sure Fire Way to Lower Customer Effort

Customer Effort Score (CES) is the new hot metric for customer service. (CES) has been widely discussed since the Harvard Business Review article, Stop Trying to Delight Your Customers (July, 2010), where Customer Effort Score was touted as being a better predictor of customer loyalty than Net Promoter Score or Customer Satisfaction. While CES is an important metric and arguably the best metric to focus your service operation, there is no such thing as a “magic metric”. Getting results from...

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Revising Forecasted Schedules - Survey of WFM Professionals Part 2

In a previous post, we covered the issues that workforce managers reported as their top challenges for 2012. Not surprisingly, the need to balance off-phone work while maintaining service levels was a top priority for workforce management professionals as it is their job to sustain this equilibrium within the call center.

To top it off, the pressure to ensure agents complete the training (or coaching, assessments, communications, etc.) necessary to keep agents performing is compounded by the...

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Survey of WFM Professionals: Part 1 - Top Challenges for 2012

In the first quarter of 2012, Knowlagent surveyed workforce management professionals to learn more about the goals and challenges that pertain to their role within the call center.  We wanted to understand more about the group whose daily responsibility is to deal with the complex nature of the contact center to match supply (agents) with demand (calls). We heard about the issues involved with scheduling agents, ensuring they have time to complete the necessary off-phone work that helps them be...

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Managing Global Contact - Trends, Challenges and Technology

In a new survey from VoltDelta of contact center professionals who manage and are responsible for international customer, a  common opinion expressed was that that international expansion is no longer an inexpensive alternative for servicing US customers, but rather commands a more strategic role in business expansion and growth. There is a strategic choice to be made as to how and where international customers should be serviced from.To better serve customers in overseas markets, most... continue reading this post »

Myth or Fact? Applicants generally think it takes them longer to complete pre-hire tests than it does

Recently FurstPerson participated in the 2011 Customer Contact West MindXChange hosted by Frost & Sullivan in San Diego, CA.  We led an interactive session, Separating Myth from Fact: Hiring for Peak Performance and Customer Satisfaction, which was the top rated session at the 2011 Customer Contact West event.  We wanted to share some of the content from the session with you via our blog series.  Myth or Fact?  Applicants generally think it takes them longer to complete pre-hire tests than... continue reading this post »

Additional Highlights from Call Center Week 2011

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

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Call Center Week – June 2011

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...

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