8 Tips for Enabling Contact Center Agents

The role of the contact center agent may seem straightforward at first: to field customer communication and resolve issues as quickly as possible. For the enabled agent, though, the job is more extensive than that. Additional trust and responsibility means a more substantial role for the agent and better service for the customer.

1. Allow agents to set their own goals, which will make them feel more invested in their job. This doesn’t have to be a replacement for goals set by the contact center,...

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First Contact Resolution Best Practices

First contact resolution (FCR) is one of the key performance metrics of any contact center. FCR is an integral performance indicator, for both the customer experience and for determining the operational efficiency of the contact center. Several factors are responsible for FCR, including complexity of transactions, agent experience, quality of agent training and the tools that the contact center uses. Consider incorporating the following FCR best practices into your strategy.

1. Analyze the repeat...

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Increasing Customer Satisfaction with Multi-Channel Strategies

Today’s customers are using multiple devices and platforms, and requiring multi-channel service. While you can’t control their expectations, you can control a large part of their experience, which is important because customer satisfaction impacts both current and future behavior. When customers are satisfied, they’re more likely to perform the behaviors you want them to – such as making a purchase and recommending your product or service to others. Below are three ways to increase customer...

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This Way for Self-Service

Every organization faces obstacles when it comes to customer support management. Customer expectations are high and customer experience budgets are low. Many companies are turning to self-service options that not only fit with busy customer lifestyles, but also help to significantly reduce support costs. At the end of Creative Virtual’s 2015 Global Customer Support Outlook Survey, participants were given a chance to share the biggest problem in customer support management they hoped to solve...

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Benefits of Speech Analytics for Contact Centers

Analytics software lets companies get unstructured data following customer interactions. This is one of the best ways to gain insight about the customer. The software also leads to a better customer experience as well as gives the brand more of a competitive advantage. Contact center management can understand what their customers are thinking and find out how well their agents are performing.

Improving the Customer Experience

Software will mine and analyze audio data to detect emotion and stress...

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New Survey Report: 2015 Global Customer Support Outlook Survey Results

By Chris Ezekiel, Founder & CEO, Creative Virtual

This week Creative Virtual released the results of our 2015 Global Customer Support Outlook Survey. This survey is a follow-up to the one we conducted in 2013 and solicited input from customer experience professionals via an online questionnaire fielded between April and May of this year. Not surprisingly, a majority of participants from around the world said that improving their overall customer experience is extremely important to them this...

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Quality Assurance in the Contact Center

As customers become more educated and informed, it’s becoming increasingly important to monitor and measure quality assurance in relation to the customer experience. Listening to the way the customer is greeted and parted with; finding out how the agent responds to the customer’s needs; and preventing duplicate records are three ways to oversee quality assurance.

1. Greeting the Customer and Closing the Conversation

The way the agent answers a customer call, e-mail, text message or social media...

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Human Touch or Human Error: Supporting Live Agents with the Right Tools

Critics of intelligent virtual agent, also known as Virtual Customer Assistant (VCA), technology often emphasise the fact that these solutions eliminate the human touch, and without that human interaction organisations are missing out on a key opportunity to build relationships and loyalty with customers. However, they often fail to recognise the role VCAs can play in supporting human interactions. When the ‘human touch’ isn’t properly supported, the organisation leaves the door open for human...

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Workforce Management Software for Contact Center Productivity

Workforce Management (WFM) software got its start in contact centers and is also used in other service businesses that employ a large number of hourly wage workers. The main goal of WFM is to view business metrics that will help contact centers schedule the right number of agents needed.

WFM software is crucial to the productivity of contact centers. It allows managers to forecast transaction volume and schedule the right number of agents while accounting for breaks, training, vacations and...

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7 Benefits of Using IVR Systems at Contact Centers

Interactive Voice Response (IVR), are used for a multitude of services, including remote banking, survey and poll taking, call routing and forwarding, order transactions, marketing and information lookup. The system can accept and understand a variety of voice and button input selections. IVR systems have pre-recorded responses for multiple situations, access to data and voice recording abilities. Contact centers benefit in the following ways when using IVR.

1. Empowered Customers

Self-service...

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Why Every Brand Should Enable Customer Service Agents

Most brands have a clear vision of how their business should be presented to the outside world. Rules and guidelines dictate how contact center agents should communicate with customers. Customer service training is meant to ensure that agents are in-line with a certain level of quality. Unfortunately, customers don’t always have their expectations met. When rules are too rigid, employees aren’t allowed to go above and beyond what’s expected in order to satisfy a customer.

Enabled agents have both...

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How to Empower Your Employees to Provide Excellent Customer Service

Small brands can easily improvise in order to please customers. With boutique companies, management knows each of its customers, what they expect and what would best benefit them. Guidelines are easily tweaked in order to provide stellar customer service. Larger companies and brands that are scaling, however, have a greater challenge when it comes to keeping everyone appeased. Here are five ways to enable customer service agents in order to keep customer expectations fulfilled.

1. Establish the...

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Enabling the Contact Center Agent: Red Lines, Gray Areas and Upholding Brand Standards

Virgin America is an airline on the cutting edge of the industry, offering fleet-wide WiFi before all other airlines and adding touch-screen entertainment to flights. They even mood-light some of their planes. Richard Branson, the Founder of Virgin, is known for empowering his employees to solve problems and create memorable customer experiences.

Allowing agents to have more independence produces a happier team. Increasing your agents’ job satisfaction will, in turn, increase customer...

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ICMI Contact Center Expo and Conference Summary (Part 4)

With expectations constantly rising, companies are seeking service options that allow companies to learn more about their customers to help them resolve issues and complete transactions quickly and efficiently.  Innovative solutions abounded at ICMI Contact Center Expo with updated multichannel customer experience measurement tools, versatile contact center management solutions and advanced support applications. In this final report, we review some products presented on the exhibit floor.

Dialoga ...

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ICMI Contact Center Expo and Conference Summary (Part 3)

Beyond the opportunity to get product information from approximately 70 suppliers, professionals at the ICMI Contact Center Expo in Orlando, FL (May 4-7) were able to take advantage of a number of educational and social events in and out of the exhibit hall. The show floor included book signings, Solution Spotlight sessions focusing on the benefits of specific products, an opening night reception, an Awards Party, as well as external site tours of the Disney World Reservations Center, Jet Blue...

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