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What Your Customers and Transfer Students Have in Common

Posted by Rodney Kuhn
8/27/15 1:30 PM

It’s no secret that the customer experience directly impacts contact center success. It’s why 96 percent of contact center managers recently polled by Deloitte said they expect their facilities to grow in the next two years in order to better support customer experience demands. It’s also why 85 percent believe that the customer experience provided through the contact center is a competitive differentiator.

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Getting Your Customer Service Healed Up

Posted by John Rake
8/24/15 1:00 PM

Dealing with medical issues is generally unpleasant—inconvenient and anxiety-producing. Often these issues require repeated visits or phone calls to doctors’ offices and hospitals, which, in and of themselves, are time-consuming and nerve-wracking, nevermind the pain or discomfort the patient is feeling from his or her health concern.

Therefore, due to the “side effects” of their medical condition, patients may be more on edge than the average contact center customer when calling for assistance; after all, these are not your typical contact center inquiries about appliances or tech devices. The gravity of these issues makes customer satisfaction in healthcare a bigger challenge than in other, less personal, industries.

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How to Decide on New Contact Center Software in Three Questions

Posted by Rodney Kuhn
8/20/15 1:30 PM

We’ve all heard friends say “the service was good, but the food was so-so,” or “the food was great but the service was terrible.” Customer service and product quality always go hand-in-hand simply because the customer experience is never limited to the value of a product. At some point, whether it’s online, in a shop or on the phone, we will encounter some form of customer service, and this will be the most lasting impression we walk away with.

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Summer, It’s Hot, and improving Customer Satisfaction Is Critical

Posted by John Rake
8/17/15 9:30 AM

As the “dog days” of summer roll on, providing and improving customer satisfaction grows both more important and difficult. Why? Because scientific research proves that, for many people, as the temperature increases, patience decreases.

If you’ve noticed a little more of an edge in your customers’ voices recently, don’t panic because it may have more to do with the heat than anything your business is or isn’t doing. Still, bearing in mind that people tend to be a little crankier this time of year, it’s important that you have the tools to make sure your agents operate at peak levels. Even when the mercury creeps toward triple digits, improving customer satisfaction should remain a top priority.  

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Text for Customer Service – Three Reasons Why it Works

Posted by Rodney Kuhn
8/13/15 3:30 PM

One of the newest avenues for companies looking to build upon their customer service strategy is text/SMS. With research from Gallup showing that Americans use their cell phones more for sending and/or receiving texts than any other function—and that text messaging was the preferred communication method for Americans under the age of 40—it makes perfect sense why text is being so warmly embraced within the enterprise.

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CRM and Contact Center Software Integration: The Ultimate Customer Service Tool

Posted by John Rake
8/10/15 6:30 AM

Chances are your sales department uses customer relationship management (CRM) software to manage critical customer data and to streamline business processes. Now think of what CRM can do for your contact center agents when integrated with your existing contact center software. The possibilities are endless.

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You’ve Collected Great Customer Data, Now What? - Part 2

Posted by John Rake
8/6/15 3:50 PM

Eighty percent of companies believe they deliver exceptional customer service, but less than 10 percent of consumers agree. These numbers make it abundantly clear: contact center managers must know how to strategically use customer data in order to understand how their customers truly feel about their company’s quality of service.

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How to Improve Your Customer Experience by Freshening Up Your CRM

Posted by John Rake
8/4/15 10:30 AM

Has your CRM seen better days? Though perhaps still fully functional, does its legacy architecture make it difficult to synchronize data? Are your employees using it for conversation tracking, agent performance monitoring, or any other essential features—or has it become simply an electronic rolodex?

An outdated CRM can undermine your business goals especially with regard to customer service. Companies run the risk of losing customers these days more from service process issues than product quality. A slipshod support experience can decidedly reduce the likelihood a customer will recommend a service or product or repurchase from that same company. Even if they don’t lead to customer churn, service issues can quickly eat away at company worth and profitability, as the cost to support a customer inquiry or complaint can be $2 to $11 per contact, according to aggregated industry reports.

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You’ve Collected Great Customer Data, Now What? - Part 1

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

If you’re reading this blog, then you likely understand the importance of collecting customer data in order to streamline organization-wide processes and operations, as well as to improve customer relations.

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Customer Service Best Practices: Are Your Customer Surveys Only Skin-deep?

Posted by John Rake
7/28/15 4:28 PM

Once upon a time, when a call center agent had resolved a customer’s issue, the caller was typically asked to answer a series of short questions about his or her experience on a 1 to5 ranking scale. Contact center managers could then manually compile those answers and try to evaluate agent performance and construct best practices using the responses as a road map. Still, without meaningful insight into what was behind those numerical rankings, improving customer satisfaction was a difficult chore.

Fortunately, contemporary contact centers have the opportunity to implement technology that facilitates more in-depth data collection and examination. Today’s best-in-class contact center software gathers information derived from phone, email, chat or any other channel available to the customer and helps break it into smaller chunks of actionable data. That information then becomes the foundation on which contact center managers build customer service best practices.

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