ICMI Contact Center Demo and Conference - Product Review

 

The ICMI Contact Center Demo and Conference, one of the industry’s leading fall events, took place at Chicago’s Hyatt Regency from November 3-5.  The conference included more than 50 sessions with a roster of influential speakers from leading end user companies, as well as analysts and suppliers.  We caught up with a few of the solution providers demonstrating their latest products on the exhibit floor.

acisionoffers a  suite of smart communication solutions designed to help contact centers...

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Tips to Improve First Call Resolution

According to the Service Quality Measurement Group, first call resolution (FCR) has the largest affect on customer satisfaction. FCR should be one of your contact center’s top priorities - according to Customer Relationship Metrics, caller satisfaction rate drops by 35-45% when a second call is made concerning the same problem. These four tips will help your contact center solve each customer’s problem the first time you speak with them.

1. Educate Contact Center Agents

Provide agents with the...

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Contact Center Tips for Working With Cloud Technology

When it comes to choosing the right cloud technology for your contact center, which factors should you take into consideration? The last thing a company wants to do is work with cloud technology that over-promises and under-delivers. In order to choose the best, features and customer experience should be evaluated.

7 Facets to Consider When Looking for a Cloud Provider

1. Does the cloud offer a consolidated, beginning-to-end customer service solution? Which channels are supported? Everything from...

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Yankee 451 Group Research: How Visual Mobile Interactions Eliminate Customer Frustration

Today’s customers are seeking new forms of interactions, ones that will yield or exceed the same results as talking to a live agent without the frustration of dialing a number, waiting on the line, repeating information, and so forth. Visual mobile interactions such as mobile self-service, mobile click-to-chat and click-to-call offer customers the control and insight into their interactions that are currently missing from traditional channels.

There are more than 195 million smartphone users and...

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Contact Center Metrics That Actually Measure the Right Results

Metrics are an excellent barometer for measuring and monitoring call center results, as well as finding areas for improvement. However, is your contact center measuring the right results? Are you identifying the correct opportunities? Stats are available around-the-clock, offering plenty of chances to waste your time measuring the wrong data. Consider the following common metrics when determining what’s best for your specific contact center.

Average Handle Time

Average Handle Time (AHT) is the...

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It’s Time to Work Smarter, Not Harder

We’ve all heard the old adage ‘work smarter, not harder’, but when it comes to customer experience strategy it often seems impossible to put in action. Faced with disconnected contact channels, internal information silos and growing customer expectations (to name just a few obstacles), many organizations are struggling to provide true omnichannel engagement no matter how hard they work. And in turn, their customers are faced with hard work to receive reliable, accurate and consistent information...

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5 Reasons Your Contact Center Needs Speech Analytics

When asked about their experience with the customer service of companies, only seven percent of consumers responded that they have received service that surpassed their expectations. Meanwhile, 26 percent report having had to deal with being passed between agents with ultimately no resolution to their original problem.

That is abysmal.

It is also perilous, considering that it takes 12 positive service experiences to compensate for just one negative experience, and is 6 to 7 times more costly to...

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Predictive Analytics and Omnichannel Solutions

One prediction that’s easy to make is that interest in predictive analytics and omnichannel solutions will continue to increase exponentially in 2015. Businesses are more aware of the need to understand what drives customer behavior across all touch points and be proactive in their response. We caught up with two solution providers to find out how their products help improve customer engagement.

SAP offers choices for companies that want to think beyond single transactions and engage customers...

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The 6 commandments of an exceptional customer experience

This post was written by Idit Aloni-Halfon, a passionate Customer Experience professional, at NICE Systems. Idit has spent the last decade consulting and leading CX initiatives in large organizations. As she works with industry influencers, her passion is finding new ways to build exceptional Customer and Employee Experiences.

Managing the customer experience across multiple channels is one of the more complex challenges many companies face. But it’s also the path to customer loyalty and...

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SpeechTEK/CRM Evolution/Customer Service Experience Review: Part 4

In this final wrap-up of the New York events, we review new developments from several key solution providers.

CorvisaCloud is within a few weeks of releasing its cloud contact center platform as a standalone solution. It has been part of the CorvisaOne suite, but will now be available as a “true PaaS (platform as a service) which offers an infrastructure and testing framework that will enable companies that use it to write their own code and be done,” according to Matt Lautz, President and CIO of...

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SpeechTEK/CRM Evolution/Customer Service Experience Review, Part 3

Some companies made major product announcements during the event, while others are integrating new acquisitions, fine-tuning their brands and making internal changes. Several suppliers discussed their plans and reported on their progress.

Inforannounced the acquisition of CRM software specialist Saleslogix prior to the New York conference. Saleslogix’s CRM product will become Infor CRM, giving Infor added presence in the cloud-based CRM market. The integration will also provide greater sales...

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SpeechTEK/CRM Evolution/Customer Service Experience Review, Part 2

When customers anywhere in the world want to know more about a product or service or are simply seeking general information, they now expect accurate, detailed answers almost instantaneously. Many of the innovative solutions on display on the exhibit floor offered businesses new ways to respond to the non-stop flow of questions without increasing their call volume. In addition, suppliers also provided new tools for better employee communication.

Inbentaoffers semantic search capabilities for...

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SpeechTek/CRM Evolution/Customer Service Experience Review - Part 1

Improving Customer Service by Looking at it From the Customer’s Perspective

At the heart of the customer experience is the actual customer and everything he or she encounters in trying to find information, complete a transaction or resolve an issue. At the 2014 SpeechTEK, CRM Evolution and Customer Service Experience event, which was held in New York August 18-20, one common theme was the need for organizations to better understand the customer journey from the customer’s point of view. Companies...

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The Outcome-Focused Future of CRM

CRM evolves over time, along with the company, its customers and the industry’s technologies. The real question isn’t, “What should CRM do?” We know that answer: it should collect data, analyze it and focus on what consumers want. CRM should also have its hands in sales, marketing and customer service. Instead, the question should be, “How can CRM do it all?”

Is CRM Dying?

The “death” of CRM rumor has been circling for awhile, but in our opinion, it’s exaggerated and not something to worry...

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Solving the Customer Experience Puzzle

When it comes to solving the customer experience puzzle, there’s always the difficult question: How do you create the best customer experience model?  Most businesses strive to deliver a great customer experience, but it’s often hard to define how to put the pieces together.   In an article in CMS Wire, Amith Parameshwara proposes a solution that’s represented via a pie-shaped diagram divided into six pieces that work together to not only improve the customer experience but also to provide...

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