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Why Accountability in the Contact Center is a Must

Posted by Rodney Kuhn
2/4/16 1:30 PM

Millions of commuters and travelers struggling to reach their destinations in last month’s massive snowstorm, “Blizzard 2016,” found themselves stranded with no means out because their transportation carriers were unsuccessful in updating their communication channels. While the airlines and train companies can’t be blamed for the nearly two feet of snow that pummeled a large part of the East Coast, they can be held accountable for leaving customers without the necessary information as to delays and cancellations.

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Three Best Practices for Social Media Customer Support

Posted by Rodney Kuhn
1/28/16 1:30 PM

Social media platforms such as Twitter and Facebook are no longer used only by marketers and advertisers to promote their brands. Today, more and more companies are discovering that social media needs to become a channel in which consumers request and receive customer service.

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Why Good Customer Care is Vital to Every Business

Posted by Rodney Kuhn
1/21/16 1:30 PM

Good customer service is more important to an organization now more than ever. Often it’s the only contact a customer has with a company, and, as such, that interaction will directly impact the customer’s perception of your business. It’s a reflection of you, your products and your organization as a whole; which is why providing a stellar customer experience is vital to every business. In fact, more than half (54 percent) of consumers would pay more money for better customer care from their preferred brands, according to the Xerox study, “The State of Customer Service 2015”.

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Contact Centers Managers: Resolve to Meet 2016 Goals by Following These Three Guidelines

Posted by Rodney Kuhn
1/14/16 1:30 PM

A popular maxim for the new year is “out with the old and in with the new”—something many contact center managers should consider if they still rely on outdated training techniques and performance metrics. Managers who want to achieve the best possible customer service must leverage the latest technology to ensure ongoing call center efficiency and agent effectiveness. Without upgraded software that supports such objectives, their contact centers may fall flat before too long.

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Why Contact Centers Need to Get Social With Your Customers

Posted by Rodney Kuhn
12/31/15 1:30 PM

More and more people are choosing to bypass the telephone when interacting with an organization for customer-related issues. Instead they’re turning to social media platforms such as Twitter and Facebook, which have increasingly become important channels through which consumers are soliciting and receiving customer service. 

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Keeping Up With Your Customers’ Multichannel Demands

Posted by Rodney Kuhn
12/17/15 1:30 PM

Every day contact centers are providing more of what consumers want: faster, more informative and valuable service. Driven by growing omni-channel interactions, enterprises are moving away from limited-function contact centers to multifunction and integrated ones. Customers expect to have the option of talking with a live agent from wherever they are across all company-accessed channels, such as Facebook, Twitter and SMS text. It’s up to the contact center to meet those expectations or risk losing their business. As such, managers need to arm agents with the necessary information to meet these multichannel demands. 

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Meeting the Demands of Today’s Exacting Customers

Posted by Rodney Kuhn
12/10/15 1:30 PM

In an environment where stellar service has become an expectation rather than a pleasant surprise, contact centers are in a prime position to truly shine and become an integral part of the business. But to do this, they must positively impact their customers. That’s no easy task, however, since today’s Internet savvy consumers are more informed than ever and have likely fully researched and attempted to solve whatever problem they’re calling in about well before making contact with one of your agents.  

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Keeping Your Contact Center Merry During the Holiday Season

Posted by John Rake
12/3/15 1:30 PM

With Christmas just a few weeks away, call centers are experiencing an unprecedented volume of customer inquiries, and in today’s ultra competitive marketplace companies just can’t afford the repercussions of poor customer experiences. After all, social media and ratings sites make it easy for consumers to swap stories and discuss their interactions—both good and bad—with an organization. It’s important to remember that despite how wonderful a product or service is, today’s consumers simply won’t spend their hard earned money on poor customer service.

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How Contact Centers Survive a Multichannel, Multigenerational World

Posted by Rodney Kuhn
11/26/15 1:30 PM

In today’s omni-channel world, consumers expect service on their own terms, whenever they want it and from whichever channels they choose. Social media and multichannel communication, in tandem with multigenerational customers, are raising the bar for businesses and their contact centers.

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Proactive Engagement: A Customer Service Trend to Watch For

Posted by Rodney Kuhn
11/20/15 10:03 AM

According to Forrester Application Development and Delivery Expert Kate Leggett, businesses will be exploring proactive engagement—that is, the ability to anticipate a customer’s needs in order to better answer questions and improve the customer experience—in 2015

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