Top Enterprise Servicing Goals for 2015

In January 2015, DMG Consulting conducted a worldwide survey of enterprise and contact center executives and managers. The goal of this survey was to identify the top servicing goals for enterprises during 2015. Participants were asked to select from a detailed list of servicing initiatives. 311 individuals from companies around the world elected to participate in this study. This broad level of participation reflects companies' growing focus on improving service, a trend that is expected to...

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How To Execute A Turnaround

By Gabriel Bristol

Here’s the truth: most businesses, at one time or another, falter. There’s no one single reason why this happens but it does. Different kinds of companies in different kinds of industries with different kinds of leaders will all experience different challenges to their bottom lines.

Also true is that there’s no one single thing you can do to fix it. There’s no silver bullet. If there was, think about how hot that managerial book would be!

While there may not be any one single...

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Contact Center Software Features to Improve the Customer Experience

Contact center software should offer features that enrich the customer experience.  The following features should be considered.  

Callback or Voicemail from Queue

Instead of waiting for the next available agent, many customers are happy with opting to have an agent call them back when it would normally be their turn in the queue. Once a caller is placed in the queue, they are given an option to continue waiting or to be called by an agent. If the caller also wants to leave a message for a...

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Contact Center Dashboard and Metrics

Software is an essential component of a high-volume contact center. From being an important element of sales to managing complex tickets, CRM dashboards and metrics play a vital role in your contact center.

3 Important Types of CRM Dashboards

1. Key Performance Indicators Dashboard

The KPI dashboard allows the contact center to identify trends using data that’s been collected over a long period of time. Relevant metrics include average seconds to answer, call resolution, cost per contact, and...

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CRM Software and Workforce Optimization

The more efficient a workforce, the better customer relationships will be managed and the more profitable the company will be. According to Forrester Research, just 31% of brands carefully monitor customer interactions for quality. In 2015, contact centers will see better CRM software with features that will enable the brand to target, observe, and improve key performance indicators (KPIs), while also letting companies watch metrics in real time. Collected data will show companies where there...

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When is it Time to Ditch the Old Contact Center Forecast?

This blog is contributed by Ric Kosiba, Interactive Intelligence

My last post discussed the attributes of a good contact center resource plan. We hinted at another aspect of contact center planning—that it truly is itself a process—and I wanted to elaborate here.  In the 1990’s, a company would put together a plan and a budget for January and use it to restrict all additional resources and spending for the next twelve months-- which is why “The Budget” was so important.

Over the last 10 years...

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Multi-Channel and Omni-Channel Contact Centers

 Contact centers are evolving constantly, challenging management to come up with more efficient strategies. A majority of CRM technologies strive for the same goal: to provide as much intelligence as possible so that the customer can be given a solution without requiring a live agent.

According to Gartner Inc., over the next few years customers will begin managing up to 85% of their brand relationships without interacting with people. To help with this change, contact centers are adopting...

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Impact Demographics Have on Consumers' Live Chat Preferences

Recently Craig Borowski, Help Desk Analyst for the online technology consultancy Software Advice, released a new report which studied the impact demographics had on consumers' preference for live chat service and support. We had the opportunity to talk with Mr. Borowski to learn a little more about what his research uncovered.

1.Which demographics do live chat appeal to most and why?

We found that live chat is appealing to all ages, but it’s most appealing to younger generations. Millennials in...

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The Importance of Touchpoints Throughout the Customer Journe

Customer journeys look at each step of the buying experience from the customer’s point of view, including their goals, actions, questions, and barriers. It’s your job to support the customer during their journey, specifically at the touchpoints - any point when the customer interacts with the brand.

The 4 Basic Touchpoint Categories

In general, a touchpoint will fall into one of four categories:

1. Products or services, often including a website because it’s integral to servicing customers....

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2015 Customer Service Trend: Effortless Self-Service

The new year is officially in full swing, bringing with it a flurry of predictions and trends for just about every industry and sector, including customer service. In 2015 customers will become even more connected (to brands and each other), and their expectations for customer service will be higher than ever. The increased demand for instant, effortless service and the growing popularity of mobile devices look to dominate the ever evolving customer service landscape this year.

A recent survey by...

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Reel in the Connected Customer

Attracting the connected customer is one of the most important business opportunities of today. A connected customer is one who uses their smartphone to monitor and even control a brand’s products. According to Forbes, the benefit of having a connected customer is greater lifetime value - they’ll buy more products, be more loyal, and engage more than traditional, “disconnected” customers. According to Gigya, 40% of customers buy more from retailers if the shopping experience is personalized.

Repla...

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What Is the True Value of Customer Experience?

For the customer, experience is about developing trust in a brand; feeling like needs were met; benefiting from a developing relationship with a company. For company executives, though, customer experience has to be quantified, measured, presented in numbers and graphs. Luckily, the Harvard Business Review performed a study that showed two things: it is possible to measure the effect of customer service, and that effect is enormous.

The Study

- Two companies with different revenue models were...

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Habits of Companies That Deliver High-Quality Customer Experience

In the midst of analytics and stats, it’s easy to forget that consumers aren't facts and data; they’re people. According to the White House Office of Consumer Affairs, a loyal customer is worth as much as 10x their original purchase. Today, companies that provide humanized customer service surpass the competition. Top companies practice these three habits of customer service.

1. They Combine Online and Offline Customer Experience

According to a Competitive Enterprise Institute survey, 86%...

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2015 is Going to be a Great Year for Contact Centers

The article below is a reprint from the December DMG Consulting, LLC The Real-Time Contact Center Newsletter.

"Here are 4 hot contact center trends that are expected to attract substantial investments during 2015. All of these trends will make substantial contributions to their enterprises, customers and employees.

1.Cloud-based contact center infrastructure solutions - The contact center infrastructure (automatic call distributor (ACD) and dialer) market has changed dramatically. Companies are no...

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Knowledge Management for Customer Service: Get it Right with Unified Search

There’s a major disconnect between the perceived value of knowledge management and the current state of KM at most companies, as evidenced by findings from the annual State of Knowledge Management report from TSIA, an association of support leaders from top-tier companies.

Just take a look at some of the findings from the report:

79% of customer self-service channels don’t recommend help or content 70% of companies have not made their support knowledge mobile-accessible 30-35% of contact center... continue reading this post »