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Improving Customer Service: Ten Customer Service Stats Every Executive Needs to Know

Posted by Rebecca MacLeod
4/13/15 9:00 AM

The Internet is full of statistics about so many topics that it can be difficult to drill down to truly critical nuggets of information. In particular, the Web is replete with facts about the importance of improving customer service. So, to help you avoid wearing out your keyboard with search engine queries, we decided to compile 10 of the most compelling business-related customer service statistics you’ll find anywhere:  

By 2020, customer experience will overtake price and product as the key brand differentiator. – Walker, “Customers 2020: The Future of B-to-B Customer Experience”

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Is Your Industry Ranked the Worst in Customer Service?

Posted by Rodney Kuhn
4/10/15 6:39 AM

Every company today knows full well that customer service is at the core of its profitability and continuity—especially for a few select industries. In fact, a new survey commissioned by global market research firm Ipsos calls out those verticals that boast the worst customer service departments: 

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The Importance of Delivering Contact Center Consistency

Posted by John Rake
4/7/15 7:30 AM

Providing a single first-class experience is great, but if your goal is to retain customers—and it should be—you have to be confident that your contact center is delivering high quality customer service with every interaction. But how do you ensure that your representatives handle each inquiry with care? How can you feel assured that every customer receives reliable, accurate assistance?

Top-notch contact center software that can integrate seamlessly with CRM systems can capture multiple kinds of data and make it easy for managers to analyze agent performance. Such best-in-breed software can produce detailed interaction summaries and reports from multiple channels (e.g. call, email, chat, social media). Reports can be sorted according to agent or group, by reason for the call or by outcome so managers can save time and find exactly what they need when they need it.

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How to Shift Your Contact Center From a Cost Center to a Revenue Driver

Posted by Rodney Kuhn
4/1/15 8:48 AM

All too often, contact centers are referred to as cost centers. While they certainly play an important role in ensuring customer satisfaction (i.e., answering customer inquiries, solving product and service-related problems and monitoring call quality), contact centers are viewed as having little to no real impact on bottom line results. Businesses, however, are starting to realize the value of the contact center as a potential revenue driver. 

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Think a Great Call Center Has to Come at a Big Cost or Hassle? Think Again

Posted by Rebecca MacLeod
3/30/15 9:00 AM

Right now, the cloud is all the rage. The technology seems to be popping up all the time in advertisements for both personal and business purposes across all mediums and platforms. All this attention means the cloud is surrounded by quite a bit of hype, which can make it difficult to drill down on exactly what benefits it can offer your business.

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How Windows Server 2003 End-of-Life May Affect Your Contact Center

Posted by Rebecca MacLeod
3/26/15 10:51 AM

Microsoft recently announced that after July 14, 2015 they will no longer issue support or security updates for any version of Windows Server 2003. If you are still running Windows Server 2003 in your datacenter, you need to take steps now to plan and execute a migration strategy to protect your infrastructure.

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Three Common Contact Center Annoyances (and How to Avoid Them)

Posted by Rebecca MacLeod
3/24/15 9:00 AM

When it comes to customer service, consumer expectations are higher than ever. Today’s buyers expect consistent excellent service and when their needs are not met they may take their business elsewhere and influence others to do the same. To ensure your representatives aren’t irritating customers with preventable mistakes, your supervisors need tools that can help make call center coaching more efficient and effective. Envision’s Click2Coach software can ensure your agents stop the following common annoyances in their tracks before they began to affect your business negatively:

Poor agent phrasing

Customers do not want to hear condescending phrasing such as, “if I were you” or “what you should have done” from contact center agents. With Click2Coach, agents can monitor every aspect of customer interactions and provide training materials right from their desktops, including:

  • On-demand, personalized training sent to agents at their desktops
  • Short video clips on the fly, or training clips that have already been created and delivered to agents
  • Evaluations of recorded customer interactions (including voice and screen) sent directly to agents, along with supervisor annotations and training as a complete coaching package
  • Examples of “great calls” sent to agents so they can use them as a guide
  • Motivational recognition and team or individual incentives delivered to agents’ desktops
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Word of Mouth: Worth More Than Its Weight in Gold

Posted by Rodney Kuhn
3/20/15 3:28 PM

People love to talk, especially when it comes to customer service. Today’s consumers are flocking to the web to discuss their experiences with companies—good and bad. In fact, 46 percent of American consumers say they always tell others about good service experiences; however, an even greater number (60 percent) say they talk about poor service experiences, according to the American Express 2014 Global Customer Service Barometer.

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Turning One-Time Customers Into Loyal Fans by Improving Customer Service

Posted by Rebecca MacLeod
3/16/15 9:00 AM

It is much less expensive to retain customers than to onboard new ones. And a loyal customer is worth his or her weight in gold. In fact, while only 12-15 percent of customers are loyal to a single retailer, they represent between 55-70 percent of sales in some verticals, according to the Center for Retail Management, Northwestern University.

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Tips on How to Become a Data-Driven Contact Center

Posted by Rodney Kuhn
3/13/15 1:03 PM

Companies have become obsessed with customer service. After all, it’s now seen as a major competitive differentiator for brands and separates today’s more-profitable companies from their less-lucrative counterparts. In fact, nearly 60 percent of organizations say that service and support will be the top source of competitive differentiation in the next three years, according to research from SAP. However, in a world in which competition is fierce and customer expectations high, satisfying customer needs is becoming increasingly difficult for companies.

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