How to Improve Your Contact Center’s Quality Assurance Program

Quality assurance (QA) programs are designed to make sure customers receive consistent, high-quality service every time they get in touch with a contact center or an agent gets in touch with them. Data collected through QA programs provide the contact center with information needed to plan training and incentive programs for individuals and teams.  

Monitor Agent Conformance Questions Using Speech Analytics 

Speech analytics can be used to monitor conformance-related agent tasks for each call,...

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How to Deliver Proactive Customer Service

When contact center agents are proactive about the customer experience, customer loyalty increases while support calls decrease. By identifying and solving small problems before they become larger, contact centers receive fewer inquiries overall. Additionally, proactive customer service is a way to control word-of-mouth. Customers routinely discuss service experiences with friends, family and social media networks. By being proactive, brands are better able to frame those conversations and...

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An Overview of the Proactive Customer Experience

Contact center agents strive to make a positive impact on customers. Today’s agents need to seek, meet and exceed customer needs. Being proactive will satisfy customers and employees.

Customer Support: Proactive vs. Reactive

Proactive customer support means not waiting until the last minute to offer a solution. While reactive support is the standard for most businesses, due to lack of knowledge or lack of resources, agents only take action when there’s a problem. Proactive service, on the other...

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Virtual Agents and Human Agents Join Forces for Customer Service in 2016

The New Year is here, and with it the much anticipated 2016 predictions, outlooks and trends for just about every industry and field, including customer service. With customer service a key part of the overall customer experience, every organization should be keeping an eye on developments in the space and evaluating which can help improve support for their existing and potential customers.

Analyst Kate Leggett shared five of her top trends to watch this year in her blog post Forrester’s Top...

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Bringing Engagement Back To Customer Relationship Management

The blog is contributed by Genesys CEO Paul Segre

Every New Year ushers in the opportunity for industry pundits and analysts to predict key trends shaping the market, and 2016 is no exception. If 2015 was any indication, our global customer and partner ecosystem has validated that the demand for better CX is a growing worldwide trend. We see this at Genesys in the form of new business, re-purchase, cloud revenue and partnerships, and we are drawing our own conclusions from our recent business...

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Satisfying the Mobile Customer During Micro-Moments

Brands can no longer consider mobile strategy to be insignificant. Today’s smartphone users check their phone almost immediately upon waking and they keep their device by their side for a majority of the day. Micro-moments, which are the crucial mobile moments of truth during the digital customer journey, influence purchase decisions.

The Four Types of Micro-Moments

1. I Want to Know: The consumer gathers information about a topic or product.

2. I Want to Go: The consumer wants to know where to go...

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How Speech Analytics Benefit the Contact Center

Speech analytics tools help companies understand more about their customers so that contact center agents can act on unstructured customer data collected during interactions. Today, speech analytics software goes beyond quality assurance to measure deeper, undisclosed customer information. When used correctly, speech analytics can give companies a competitive edge.

Identifying Customer Emotions with Speech Analytics

There’s a bright side to negative emotions like frustration and anger. When...

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3 Customer Experience Predictions for 2016

by Merijn te Booij, Executive Vice President, Product and Solution Strategy at Genesys

It’s that time of year again, when the nostalgic look back with a wistful sigh and the prognosticators leap at the chance to share exciting predictions about the year ahead. 

I admit I’m in the latter camp, especially when it comes to talking about my field of expertise: the use of technology to improve the customer experience.  We’ve seen some interesting developments in 2015, including the rise of smart...

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2016 Customer Experience (CX) Trends Report Reveals Big Difference in How Brands and Customers Perceive Feedback Sentiment

InMoment released its second annual CX Trends Report that captures how both consumers and brands feel about key elements of customer experience. 

Key findings include:

·  A Difference of Opinions: Customers and brands have very different perspectives on the tone and tenor of customer feedback. Customers report they give more positive, productive feedback than negative. On the other hand, companies in 9 of 12 industries the study tracked reported that negative feedback outweighed positive....

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4 Omnichannel Experience Considerations

The modern customer experience is about omnichannel, which is more than simply having a presence on multiple channels. The omnichannel experience ensures that all channels work together seamlessly. Customers think of a brand’s support channels as a whole and they should function the same way.

1. Are you offering the support channels that your customers want? According to CustomerThink.com, the average American is highly active on text messaging and Twitter, so most businesses will want those...

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The State of Customer Service

A new Xerox report, The State of Customer Service 2015, reveals that over half (54%) of consumers would pay more money for better customer care from their preferred brands.

The report, which surveyed 6,000 consumers in France, Germany, the Netherlands, the United Kingdom and the United States, found that the importance consumers placed on a quality customer care experience was significant amongst all sectors, countries and age groups. The survey showed seven in 10 of those aged over 71, and even...

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Customer Journey Mapping Techniques: Research and Behavioral

There are several different approaches to mapping the customer journey. Two popular techniques are research mapping, which involves voice of the customer data, and behavioral mapping, which determines the customer’s underlying reasons for taking certain actions.

In general, improving the current customer journey map follows four main stages. First, it’s necessary to create a framework that includes the standard stages of the journey that practically any customer and persona will go through, like...

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Loyalty360 Report Reveals Challenges of Listening to Customers

In its latest CMO Challenge report, Loyalty360 partnered with Genesys to explore the challenges and opportunities of listening to customers. The research discovered that the use of customer feedback to improve customer experience is pervasive, yet as marketers increasingly tap into emerging technologies and channels as a Voice of the Customer data source, taking action on the feedback is not without challenges. In fact, four distinct challenges related to listening to customers and surveys...

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How to Calm an Angry Customer and Use Complaints to Your Advantage

Difficult customers have a way of discouraging customer service reps from doing their job. When contact center agents feel like they can’t please a customer, it’s difficult to stay positive. Taking on the challenge, though, and finding ways to calm a customer while meeting their expectations improves the customer experience and salvages the business-customer relationship. Before you can offer a refund, freebie or other kind of help, you have to work with the customer to settle them down.

1....

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Workforce Optimization and Scheduling Tips for the Contact Center

Workforce optimization in the contact center refers to the integrated software, technology and solutions that help with a variety of operations, including strategic planning, agent recruitment and monitoring. Scheduling plays a big role in customer satisfaction, and agent schedules are based on demand forecasting and service level goals. Workforce optimization also takes more into account than just technology.

Ask the following questions to determine if your workforce management software needs to...

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