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Call Recording: A Powerful CX Tool, But Not a CX Strategy

Posted by Rodney Kuhn
7/15/16 2:30 PM

Call recording is a mainstay within the contact center, utilized by organizations for everything from agent training to risk management to compliancy assurance. Most importantly, however, call recording can (and should) be used to transform the customer experience (CX).

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Your Agents Are the Most Important Touch Point in the Customer Journey

Posted by Rodney Kuhn
6/17/16 1:00 PM

As you know, contact center agents are often your business’s first line of defense. Customer contacts happen at the greatest frequency early in the purchase process when customers are researching brands and weighing their options.

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Contact Center Leaders Still Fail to Understand Customers’ Communication Needs

Posted by Rodney Kuhn
6/10/16 11:30 AM

As a contact center leader you’re constantly under pressure to drive revenue for your organization by ensuring that your agents are engaged and supporting an environment that effectively satisfies the needs of your customers.

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Don’t Mistake It: Data Drives Contact Center Productivity

Posted by Rodney Kuhn
6/3/16 11:30 AM

Data is one of the most useful tools you have at your disposal when it comes to driving productivity in the contact center. Data helps your contact center define and measure progress toward goals, plus it serves as a quantifiable measure for validating success.

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Do You Know Which Communication Channels Will Meet Your Customers’ Expectations?

Posted by Rodney Kuhn
5/27/16 11:30 AM

As a contact center supervisor, you want what’s best for your customers, your team and your business as a whole. So, you want to eliminate any gaps between your performance and customer expectations while staying aligned with corporate goals. Out of necessity, then, as the overseer of a modern facility, keeping up with technology is one of your primary concerns. In your call center, this means optimizing communication: enabling your agents and customers to seamlessly carry on the conversation over a number of different service channels.

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How to Beat Agent Churn in the Call Center

Posted by Rodney Kuhn
4/7/16 1:30 PM

Is your call center experiencing abnormal increases in agent churn? Before you start to panic, know that call centers have one of the highest turnover rates of any industry. In fact, according to research from QATC, overall averages for the call center industry as a whole range between 30 percent and 45 percent.

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Are You Doing Your Best as a Contact Center Supervisor?

Posted by Rodney Kuhn
3/25/16 1:30 PM

If your superior were to ask you whether or not you think you’re doing your best, could you confidently answer yes? While this is a tough question, ask it of yourself every once in a while nevertheless to measure whether you’re on top of your game.

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Using Automatic Scorecards to Improve Agent Performance

Posted by Rodney Kuhn
3/10/16 1:30 PM

Today’s customers are more critical of companies than ever before, being that expectations have been raised by the multitude of businesses vying for their attention. One bad customer experience could leave a bad taste in their mouths or, worse, send them running to a competitor.

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Leverage Agent Personalities to Improve the Customer Experience

Posted by Rodney Kuhn
3/3/16 1:30 PM

Chances are you have a slew of different personalities that make up your customer service team. For example, you might have a few people who are extremely outgoing and another group of agents who are more shy and/or quiet.

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The Personal Approach Goes a Long Way in Improving the Customer Experience

Posted by Rodney Kuhn
2/25/16 1:30 PM

Customer_service_dial.jpgA recent survey from the International Air Transport Association (IATA) determined that flight crew performance is the most influential factor when evaluating one’s travel experience. In other words, a simple smile or friendly greeting from a flight attendant can do wonders compared even to extra leg room or a free in-flight snack.

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