7 Best Practices for Contact Centers

There’s a big difference between an average contact center and a world class one, much of which has to do with First Call Resolution (FCR). The following best practices can help take your call center from great to top notch.

1. Return on Investment (ROI) Awareness

What happens if a problem isn’t solved during the customer’s first contact? Not only can this affect operational savings, but the customer could stop doing business with the company altogether. The cost of not effectively managing FCR is...

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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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Call Center Week - Reviews and Interviews - Part VI

For most businesses that haven’t already migrated their contact center to the cloud, the ultimate decision that needs to be made is not “whether” to take the step, but “why” and “when.” While continuing to acknowledge the cost and productivity benefits of making the transition, solution providers can also provide a plethora of additional incentives, including dramatically enhanced flexibility, creating a competitive advantage and increased functionality. As always, cloud solutions were plentiful...

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Call Center Week - Reviews and Interviews - Part V

With customer expectations constantly rising, companies are seeking service options that allow people to get information, resolve issues and complete transactions more quickly and efficiently.  Innovative solutions abounded at Call Center Week with enhanced chat, co-browsing, click-to-call and IVR front and center. In this report, we review a few of the more interesting products presented on the exhibit floor.

Connect First From the customer perspective, the ongoing issue with IVR systems is that...

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Call Center Week - Reviews and Interviews Part III

Keeping employees engaged and motivated are the most important factors in establishing and maintaining a productive, effective contact center workforce.  Intelligent onboarding and consistent leadership are critical elements in the process. Some people in the industry also think of gamification as a powerful set of solutions to decrease turnover and improve productivity while others remain skeptical. In the next in our series of reports from Call Center Week, we offer perspectives from a pioneer...

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Call Center Week - Reviews and Interviews - Part II

One of the key measurements of success in any contact center environment is achieving a higher level of customer satisfaction. Businesses are increasing their use of sophisticated knowledge management tools, behavioral analytics, and contact center technologies to better engage their customers while improving agent performance and productivity.  Companies are seeking solutions that offer ease of implementation, flexibility and the potential for rapid ROI.  In this report on emerging...

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Call Center Week - Review and Interviews - Part 1

Call Center Week, widely recognized as one of the industry’s most comprehensive educational and product information events, continued its pattern of growth in 2014.  The event took place in Las Vegas June 9-13, with approximately 1,500 call center professionals, including experts from more than 150 exhibitors gathering at the Mandalay Bay Resort and Casino to exchange ideas, explore emerging technologies, hear from leading authorities, and discuss what’s working in contact centers across a broad...

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4 Mistakes Call Centers Make

The knowledgeable customer expects the best - and if they don’t get it, they’ll take their business elsewhere. It may be time to re-think your customer service strategies in an effort to avoid these four mistakes that many call centers make.

1. Transferring the Caller

Sometimes, phone options (press 1 for Department A, press 2 for Department B) aren’t clear enough for the caller. It’s normal to finally get somebody on the phone and then find out you’re in the wrong place - in these circumstances,...

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Automation and the Human Touch

A common criticism of automated systems, including intelligent virtual agents, is that they remove human interaction and provide a cold, robot-like experience. So when I came across an article titled The Human Touch of Automation: A Customer Experience Experience, it immediately caught my eye.

In the article, the author shares his experience with a table-top kiosk at a chain restaurant that gave diners the option to order beverages and appetizers, play games and listen to music, and pay their...

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Exploring the cost of bad customer experiences

NewVoiceMedia recently uncovered new research findings that US businesses are losing $41 billion of revenue each year as customers switch due to poor service. And with a third of consumers leveraging their online presence following an inadequate experience, the true cost could be far greater, since this doesn’t account for the significant impact of negative word of mouth.

Consumers are heading online more than ever to read about others’ experiences before choosing a product or supplier, and...

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How to WOW Your Customers

Your Call Center may be the only contact your customers have with your company. Below are six ideas to help ensure customer satisfaction:

Care. Your Contact Center employees care. Their managers care. But what about the rest of the organization?  CEOs, CFOs and others in the organization should  reach out to their Contact Center employees and let them how valuable a part of the organization they are. Set Goals. If you want to improve the customer experience, make it a point to establish... continue reading this post »

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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Increase Your Contact Center ROI with Great Customer Service

 

When guests enter your home, the goal is to make them feel comfortable enough to stay—so that the next time they come, they feel even more at ease. These interactions should grow with time, so that eventually each guest feels completely relaxed in your space.

Your contact center is no different. And if you intend to increase your ROI, it is important to think of your long run as well as short term interactions. The intention is to keep a customer coming back for life as repeat business is the...

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What's New at Call Center Week 2013

 

Acknowledged as one of the industry’s influential events, Call Center Week took place in Las Vegas June 10-14. Approximately 1,500 contact center professionals (including expert personnel over 125 exhibitors) convened at Caesars Palace to exchange ideas, explore emerging technologies, hear from leading authorities in the field, and discuss what’s working in contact centers across a broad range of industries.  Multi-channel solutions, analytics, voice of the customer measurement, mobile...

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Eliminate Callbacks and Restarts - 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 HBR 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 First Contact Resolution. 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 implementing CES...

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