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...continue reading this post »
Achieve Better Performance Results with SharePoint
Contact centers utilizing SharePoint demonstrate significant efficiency gains, In a a recent report published by Aberdeen Research, “The 2012 Guide on Building a Next Generation Contact Center through Microsoft SharePoint,” some of the advantages outlined include:
* 43% better results in first call resolution rate
* 16% greater agent utilization results, which on average translates into approximately $1,872 in incremental annual cost per agent
*...continue reading this post »
What Has Your Quality Monitoring Program Done for You Lately
How do you translate voice recordings into real-time business intelligence? While most contact centers actively record customer interactions, this data is useless until it has been analyzed – a process that can be time-intensive, inefficient and overwhelming. At best, most supervisors have the capacity to analyze only a fraction of the actual data collected.
Learn how to do more with the data you have. This white paper from Aspect...continue reading this post »
FCR is one of the best ways to measure the overall performance of your contact center. It tells you how well your service organization handles customer requests the first time. Experts agree that it’s the only true metric that delivers a clear measurement of organizational effectiveness and customer satisfaction. When companies improve their FCR, they also lower their costs, improve their customer and agent retention, and increase their revenue.
continue reading this post »
Given the importance of FCR and the benefits it...
The main topics of interest at the IQPC Call Center Week Las Vegas were ‘cloud’ and ‘multi-channel’. Attendees were also concerned with the use of social media.
How customers connect to companies is evolving. Customers want to connect on their own terms with the channel that suites them best. Vendors are attempting to respond to the customer’s needs with a variety of new solutions. Below is a recap of exciting technologies and solutions that were at the event.
360'CRM is a full spectrum CRM...continue reading this post »
Benchmark research carried out by Ventana Research shows that contact center executives and managers are under pressure to provide the best possible customer service while staying within tight operational budgets. At the same time centers are receiving ever more inbound calls and responding to other types of interactions such as email messages and chat sessions. To demonstrate success, managers must improve the key performance metrics on which they are assessed, especially customer satisfaction...continue reading this post »
Single login/logout - Once the agent logs into the application they have unified access to multiple applications. There is no need to log in and out to access data bases or other applications.
Pre-populated screen pops - Unified desktops rely on the CRM as well as other sources, such as IVR entries and data gleaned from enterprise data bases to fully populate screens before the agent takes the call. All unified desktops pop...continue reading this post »
These devices are variously called, "smart desktops,"
"intelligent desktops," "universal desktops," and "unified
desktops." However, all these products seek to condense
required call processing information onto a single desktop
application and organize the sequencing of screens to coincide with
workflow. For ease of communication we will use the term "unified
desktops."Demand for these products is still in the formative
stages but growing rapidly.
Behind the interest is the same fundamental...
The following are some more information on the vendors who
attended the IQPC event.
For companies frustrated with isolated or disparate data sources, 360'CRM's latest advances in its InSight data analytics tool provides new levels of actionable information for the Call Center or Channel Management practitioner. InSight not only automatically draws call center performance data in to a common, universally comparable dashboard and report analytics library, it also integrates internal...
The staff of CRMXchange was present at the IQPC Las Vegas Call Center Week. IQPC did a commendable job with the content and speakers in the event. The exhibit hours were long, running close to 11 hours on day one, but the vendors were pleased with the amount of interest that people showed in their products and services.
We traveled the exhibit hall. Below are some vendor highlights.
Contact Solutions – The Continuous Improvement Practice (CI) is based on a unique methodology and supported...continue reading this post »
To realize the benefits of these essential key performance indicators (KPIs), leaders need an objective, accurate and automated mechanism for capturing and calculating one or both of these measurements. Organizations that employ FCR to firmly establish a corporate mindset...continue reading this post »
First Contact Resolution, the ability to identify, solve and
close the customer’s issue(s) during the first customer/enterprise
contact, may be the foremost KPI in evaluating a contact
center/customer care organization’s overall operating performance
from a business perspective.
Despite the knowledge that a high level of FCR in the contact center correlates closely with general levels of customer satisfaction and loyalty, low levels of FCR in customer care settings remain a significant industry...
Speech analytics is one...continue reading this post »
Accurate, timely feedback—whether from customers, employees, or partners—relies on talking to your audience in the right way. Your contact center is the front line of your business. Positive experiences drive increased advocacy, reduced customer churn and improved agent engagement.
Customer satisfaction in your contact center is not an end in itself. Your customer experience program must deliver tangible benefits and real value that go beyond the contact center and enable you build a more...continue reading this post »
The joint Speechtek/CRM Evolution conference offered attendees ideas, strategies, and technologies to help streamline business processes, improve customer satisfaction levels, and increase profitability. Below is a review of just a few of the organizations we met with at the conference.
West Interactive has been very busy this year with the acquisition of Holly Connects, a voice platform, and TuVox, an IVR hosting and managed services company. The acquisitions round out West’s ability to...continue reading this post »
One of the major points of contention surrounding FCR is what the acronym stands for: is it first contact resolution or first call resolution? Some would say that first contact resolution is the proper metric, and while tracking all contacts is most reflective of the true customer experience, it is often expensive and sometimes impossible to develop meaningful metrics that encompass all touch points.
Implementing sound practices coupled with an appropriate technology solution makes it possible to...continue reading this post »
A new eBook from CallCopy explores the reasons why contact centers should implement FCR as an essential key performance indicator (KPI), discusses some of the challenges associated with definition...continue reading this post »
In Part I, we summarized ideas from Keith Dawson, Frost’s Principal Analyst for Information and Technologies, and his concept of a “blind spot” that many contact center managers have when it comes to understanding the importance of automating their hiring process and its relationship to overall customer satisfaction.
In Part II, Mike Trotter, VP...continue reading this post »