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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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10 Workforce Optimization Statistics You Need to Know

Posted by John Rake
7/23/15 1:22 PM

“Workforce optimization” (WFO) software—technology that facilitates agent coaching and training through such things as educational lessons and interactive exercises in order to strengthen personal development skills and customer interactions—should without question be part of contact center managers’ customer service strategies. After all, our research shows that 80 percent of companies believe they deliver superior customer service when only 8 percent of consumers agree. WFO software has emerged as a vital tool for bridging this gap within the contact center.

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Improving Customer Service: Examining the Cost of Customer Inconvenience

Posted by John Rake
7/20/15 9:00 AM

We’ve all experienced it, the dreaded runaround. It goes something like this: You call into a contact center, navigate through the IVR, repeat your contact information, reach a service representative who directs you to another agent, who then puts you on hold... the cycle continues. Unfortunately, this is an all too familiar and frustrating experience for consumers who’ve become accustomed to the expediency of online and mobile self-service.

As a contact center leader, you already know that inconveniencing customers can harm your company’s reputation. But did you know that it could also cost you money? According to the “Avaya Customer Effort Impact Study,” two-thirds of survey respondents said they would stop spending money with a company as a result of a “high effort” experience—or an interaction that requires considerable time and effort to complete. What’s more, survey respondents stated that the following activities contributed most to a poor experience:

  • Repeatedly contacting a company to resolve a problem
  • Failure to reach an actual agent to get an answer
  • Dealing with representatives who lack the proper knowledge
  • Lack of follow-up
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Three Ways to Keep Your Contact Center Agents’ Satisfaction Top of Mind

Posted by Rodney Kuhn
7/16/15 3:29 PM

It’s no secret that happy employees many times equal happy customers. After all, employees spend more time at work than they do anywhere else; it makes sense that small things like providing remote work options or taking into account lifestyle choices and preferences can make a world of a difference when it comes to transforming corporate culture and demonstrating support of employees, which hopefully retains them for the long-term.

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Agent Improvement: Making Agent Training Stick

Posted by John Rake
7/14/15 4:26 PM

When contact center agents are hired, they typically go through fairly comprehensive training before ever interacting with a live customer. Thinking on the fly, solving problems on the spot and dealing with customers of varying temperaments is not an easy task, so managers need to be sure customer service representatives are fully prepared before they send them into action.

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Customer Service: The Next Big Thing vs. the Right Thing

Posted by Rodney Kuhn
7/9/15 2:50 PM

When a new gadget drops, everyone has to have it. It’s why a record number of customers waited hours on end last September to own the Apple iPhone 6 and 6 Plus, according to research from CNBC.

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Top Four Ways to Improve the Customer Experience

Posted by John Rake
7/7/15 9:00 AM

Right now, business leaders everywhere are looking for ways to improve customer service without spending a lot of money or overhauling current infrastructure. Now, thanks to recent innovations in workforce optimization software, this is possible.

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Why Financial Institutions Need Customer Analytics

Posted by Rebecca MacLeod
6/29/15 4:24 PM

Is your financial company’s contact center in the best possible position to acquire, retain and improve relationships with customers?
Are you hampered by incomplete agent training, subpar visibility into how your customers think and feel, lackluster oversight from managers or an inability to provide added value for existing customers who reach out?
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Four Types of Data You Should Be Measuring in Your Contact Center

Posted by John Rake
6/25/15 4:36 PM

The majority of contact center advancements today are centered on the promise of big data and analytics. For example, digital customer service channels like live chat and videoconferencing invite (or even mandate) customers to enter data about themselves or their service inquiry prior to an interaction.

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