Posted By Tuesday, March 24, 2015
Every contact center
needs a complaint management strategy. The truth is that you have
fewer satisfied clients than you may think. Many of those customers
are keeping quiet despite having something to say, which is
troublesome for everyone. If you don’t hear the complaint, there’s
no way you can fix it; if customers aren’t satisfied, they’ll take
their business elsewhere.
According to Entrepreneur, there’s a simple reason why many
customers don’t complain: griping is hard on everyone,... continue reading this post »
Posted By Monday, March 9, 2015
After you’ve mapped the
customer journey, look closely at each touchpoint. Mastering
each touchpoint makes a brand a great competitor while improving
customer loyalty and enthusiasm. Ask the following questions to
make sure you’re being as efficient as possible.
1. What specifics are occurring at each touchpoint? What are
both the brand and the customer doing at each touchpoint?
2. Are the touchpoints addressing the customer’s needs and
concerns? Are questions being answered?
3. Are the touchpoints... continue reading this post »
Posted By Sunday, March 8, 2015
Voice of the Customer (VOC) programs are an asset to contact
centers. According to CRMSearch.com, when VoC isn’t correctly taken
into account, customer experience goals, as well as marketing and
sales objectives, suffer. Below are five VOC best practices.
1. Add VOC data collection to the customer experience strategy.
According to the American Marketing Association, customer-focused
organizations routinely conduct surveys and hold focus group
sessions; ask for comments, including complaints;... continue reading this post »
Posted By Thursday, February 26, 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... continue reading this post »
Posted By Wednesday, February 18, 2015
Contact center software should offer features that enrich the
customer experience. The following features should be
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... continue reading this post »
Posted By Monday, February 9, 2015
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... continue reading this post »
Posted By Friday, February 6, 2015
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
In general, a touchpoint will fall into one of four
1. Products or services, often including a website because it’s
integral to servicing customers.... continue reading this post »
Posted By Tuesday, November 18, 2014
According to Customer.Think.com, once a job is posted, most
responses from job candidates occur within 48 hours. On average,
candidates who are qualified for a contact center position receive
an average of two job offers and they stay on the job market for a
max of five days. Employers have to filter out quality applicants
quickly. (If you’re not seeing an influx of candidates, expand your
reach - use additional resources to put the job posting in front of
a broader audience.) Some people won’t... continue reading this post »
Posted By Tuesday, November 18, 2014
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... continue reading this post »
Posted By Wednesday, October 8, 2014
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... continue reading this post »
Posted By Monday, October 6, 2014
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... continue reading this post »
Posted By Monday, September 15, 2014
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... continue reading this post »
Posted By Monday, September 15, 2014
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... continue reading this post »
Posted By Friday, August 29, 2014
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... continue reading this post »
Posted By Wednesday, August 27, 2014
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... continue reading this post »