Voice of the Customer

If you are doing social media programs, you may be witnessing your customers making purchase decisions based on what other customers write in reviews or clicking on your deal links in Twitter. You may be seeing that the sentiment towards your brand went from being negative, to now more favorable because you are reaching out to unhappy customers and making things right. You might be gaining share of voice online over your competitors or seeing that customer advocacy for the brand is building...

The process of hiring customer service professionals, whether in the commercial contact center, retail store or bank branch, often includes a telephone interview early in the recruiting and hiring process. This manual process frequently means that recruiters spend significant time and multiple contact attempts to schedule and conduct these phone interviews. This unnecessarily elongates the hiring cycle and often overlooks well-qualified candidates who might not be available during a recruiter’s...

Fizzback’s experience in the sector provides a framework through which they drive positive business transformation and allow their clients to ‘drive by the voice of customer’. The rules represent a guideline to engage with clients on a case-by- case business ensuring the solution they provide is tailored to each of their clients’ unique culture, & conditions.

Below are a few Fizzback rules:

“Define your brand DNA. Own it. Name it.” stresses the importance of companywide ownership &...

As the contact center landscape changes, so too must the reporting and analysis solutions that drive decision-making and performance management. Each contact center is a unique mixture of systems, applications, people and culture serving a specific customer or client segment, each will need a different roadmap to their destination.

There are four common reasons that contact centers are driven to undertake this journey in the first place:

1. Current reports don't meet requirements: Typically,...

 One of the key priorities for a customer care organization is the engagement and retention of customers. To strengthen rapport with customers at scale, some companies are turning to interactive outbound interactive voice response (IVR) solutions. However, poorly executed outreach can alienate customers rather than ingratiate them, so it is important to select a platform that delivers your ideal customer experience.

Customer service is increasingly viewed as a strategic element of a product’s...

Features commonly provided by unified desktop solutions are as follows:

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...

Since the emergence of multi-channel self-service, there is a growing disconnect between the typical strategy employed in telephone self-service design and what many customers actually need. A new Nuance report details the results of a commissioned survey which attempts to uncover customer channel preferences for an array of banking tasks, including recommendations for optimizing the IVR to both accommodate those preferences and minimize the frustrations associated with today’s multi-channel...

Customer Experience has become the mantra of senior management looking to enhance revenue and margins. This is a huge opportunity for whichever department can create a unified picture of the current CE and then help management to decide how to manage and improve it. Innovative, data driven departments as diverse as customer service, quality, consumer affairs or marketing services could capitalize on this opportunity to dramatically raise both their visibility and status within the organization.

Cu...

The following are some more information on the vendors who attended the IQPC event.  

Analytics

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.

Analytics

Contact Solutions – The Continuous Improvement Practice (CI) is based on a unique methodology and supported...

Given the current economic climate, health, life, and property & casualty insurers have more to worry about than the risks they cover for their customers. Increasingly, insurance is becoming a commodity — meaning that insurance companies have to operate with the lowest cost structure, the greatest efficiency, and the best customer service to beat out competitors. For healthcare insurers, the historic healthcare reform recently enacted introduces new uncertainties for both service and...