In Customer Service, You Don’t Get a Second Chance to Make a First Impression

Posted by Rodney Kuhn
12/16/14 4:31 PM

Your contact center agents are the foremost customer-facing representative of your brand. As such, the manner in which they conduct business with your customers is often the foundation for your company’s reputation.  And that reputation can be eroded one customer at a time when poor customer service is experienced repeatedly. In fact, a recent customer service survey by Accenture revealed that in 2013, 51 percent of U.S. consumers switched service providers due to poor customer service experiences, up 5 percent from the previous year.

Your company’s reputation is paramount to your success, and, therefore, your customers’ view of your business is the most important factor in your company’s ongoing ability to generate revenue. Imparting a positive view, therefore, circles right back to your agents—with a well-trained agent being your best defense against customer defections. 

Read More

Work-at-Home Call Center Agents Are Within Your Reach

Posted by Rodney Kuhn
11/26/14 8:34 AM

Many organizations are encouraging a greater number of employees to work from home more often, and the call center space is no exception. Recent call center research published in the Harvard Business Review found that at-home workers completed 13.5 percent more calls than those in the office. Furthermore, the study found that employees saved approximately $1,900 each on transportation and various other expenses over nine months, leading to increased job satisfaction and lower attrition rates.

Read More

Big Data: How Hard Is It Working for You?

Posted by John Rake
11/24/14 8:25 AM

Regardless of the industry in which you work, chances are you’ve read or heard quite a bit about big data over the past several years. The concept is fairly simple: advances in technology are rapidly producing ever-larger quantities of information.

Read More

Envision Partners with 3CLogic

Posted by Rodney Kuhn
11/12/14 9:22 AM

We're excited to announce a new partnership with 3CLogic to offer even more enhanced workforce optimization for contact centers.

Read More

Customer Experience Not Your Core Competency? Just Reach Out for Help

Posted by Rodney Kuhn
11/10/14 11:22 AM

By now, you’ve probably read and heard quite a bit about how critical customer service is in today’s marketplace. Several market research firms have recently released reports touting the customer experience as an increasingly critical differentiator and have also predicted that it will grow even more important in the years to come.

Read More

Eliminate Long Hold Times with Workforce Management

Posted by John Rake
10/24/14 9:03 AM

How you schedule contact center agents affects operations and customer satisfaction in ways you may not even realize. For example, tweaking your schedule so you have the optimum number of agents with the right skills on board at peak call times can greatly affect hold times.

Read More

Is Your Growing Contact Center Improving the Customer Experience?

Posted by John Rake
10/22/14 10:54 AM

How is the customer experience about hold times when customers call your business? How about the quality of the responses they receive once they reach customer service—especially if they’ve been bounced from department to department? Are you kept awake at night worrying that capacity in your contact center is not sufficient for customer retention?

Read More

Don't Overlook Agent Satisfaction In The Quest to Improve Contact Center Productivity

Posted by Rodney Kuhn
10/20/14 8:51 AM

Businesses are pulling out all the stops to provide top-notch customer service and contact center productivity these days, and rightly so. The statistics, reports and surveys detailing the importance of customer service are preponderant, touting its emergence as a competitive differentiator.

Read More

Three Ways to Maintain Your Customer Service Edge

Posted by John Rake
10/17/14 9:35 AM

As it becomes more increasingly difficult to compete for consumers’ attention, the burden is on companies to find new, better ways to satisfy discerning consumers. Companies are casting an eye toward ways to maintain their customer service edge.

Read More

Capture Data from CRM to Improve Customer Experiences

Posted by John Rake
10/10/14 10:39 AM

With Dreamforce, Salesforce.com’s user conference, just around the corner, we thought it would be a great time to talk about capturing data from your CRM system to help improve customer experiences.

Read More

Subscribe to Envision’s Blog

Follow Envision

   

Subscribe by RSS

Inbound Envision Feed