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How to Increase Customer Retention (and Profits)

Posted by Rodney Kuhn
5/22/15 9:42 AM

The importance of maintaining a high customer retention rate—the rate at which a company turns one-time buyers into return customers—is evident, especially when it comes to the bottom line.

For example, aggregated research from Customers That Stick shows that:

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Contact Center Data Capture: It’s Not Just for Voice Calls Anymore

Posted by John Rake
5/18/15 8:00 AM

Contact center data capture and recording solutions have come a long way since their early days. In years past, supervisors might have occasionally recorded a voice interaction to help them evaluate agent performance using simple, generic evaluation forms. But with innovative contact center software like Click2Coach, managers can now capture a plethora of information across a variety of channels that can be used to evaluate and train agents.

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Quickly and Cost-effectively Expanding Your Small Business’ Contact Center

Posted by Rodney Kuhn
5/15/15 11:27 AM

Rapid growth is the ultimate dream for any small business manager, especially in today’s competitive marketplace, where 80 percent of entrepreneurs who start a new business fail within the first 18 months, according to research from Bloomberg.

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Customers Are Always Saying Something Important: Are You Listening to the Voice of the Customer data?

Posted by John Rake
5/11/15 7:30 AM

The voice of the customer is valuable. In the contact center realm, time is of the essence. In only a matter of seconds, customers can decide to leave your business completely or choose to upgrade their account, solely based on their interaction with an agent. Making sure agents are prepared to effectively handle customers is indispensible to retaining and fostering new customer relationships. Get the most out of your agents with an evaluation tool that allows supervisors to collect interaction data and sort through it automatically for the “golden nuggets” of data in each call. Voice of the Customer (VOC) analysis can give you an edge over the competition by addressing issues early on. While other companies may merely respond to preexisting complaints, your company can get ahead of this curve and begin instituting trends, a huge advantage.

Even when it may not be blatantly obvious, agents nowadays are constantly gathering valuable data about customer likes and dislikes, habits and tendencies. Envision’s VOC offers an interaction evaluation survey that immediately tells what customers ordered, the process that was followed, what they complained about, why they complained, and any possible patterns emerging. Agents can then use this data—right from their desk—to map out what to improve on in future interactions.

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Are You Embracing 2015’s Top Customer Service Trends?

Posted by Rodney Kuhn
5/8/15 2:24 PM

Customer service is, and always has been, at the core of the contact center. For instance, aggregated research shows that 71 percent of customers have ended their relationship with a company due to poor service. Furthermore, 39 percent of customers admitted to avoiding a company for two or more years after a negative service experience. As a result, 62 percent of organizations view customer experience provided through the contact center as a key competitive differentiator.

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Contact Center Agent Coaching and Training Software Turns New Agents Into Experts

Posted by John Rake
5/4/15 8:30 AM

Any C-level executive who has been involved with onboarding new employees knows the process can be daunting. The practice of identifying prospects, interviewing candidates and then finally making a hiring decision is quite time-consuming and intense, because making the wrong choice can set your company back in both productivity and revenue.

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Customer Service Still Not a Priority for Businesses: What Gives?

Posted by Rodney Kuhn
4/29/15 12:38 PM

Almost any blog you read on the topic of customer service will tell you the same thing: customer care (i.e. retention, loyalty, quality of service, diminished churn) must be a top priority for organizations. A sea of related statistics and market research corroborates this sentiment. For example, according to aggregated research from HR consulting firm Adecco, 15 percent of customers will abandon a company due to poor customer service; meanwhile, loyalty from one customer can be worth 10 times as much as one-time purchase.

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Improving Customer Experience by Enhancing Agent Performance

Posted by John Rake
4/27/15 8:30 AM

Click2coach workforce optimizationIn years past, contact center managers were forced to play guessing games when it came to evaluating agent performance. The best they could hope to do was steal a few minutes away from their desks to listen to a few random calls and take hurried notes.

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Is Workforce Attrition Eating Away at Your Profitability?

Posted by Rodney Kuhn
4/22/15 9:41 AM

Workforce attrition can have significant financial effects on a company. After all, when a business experiences a decline in its workforce and doesn’t replace lost staff, productivity can dramatically decrease, which can cause a company’s bottom line to suffer. In fact, aggregated research from Barracuda found that just five hours of unproductive work a week can cost a company $6,357 per employee per year.

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Improve Your Visibility With Speech-Analytics

Posted by John Rake
4/21/15 8:30 AM

Does this sound familiar? You are a longtime contact center supervisor who has developed excellent instincts through the years. When a trend in customer interactions is emerging in your environment, you typically recognize it before most of your colleagues. The problem, however, is that your current contact center software solution—if you employ one—doesn’t have the functionality necessary to provide real-time data about interactions. As a result, you can’t confirm your suspicion that a trend is forming until it is too late to take any kind of meaningful action based on your intuitions.

For instance, let’s say you work for a retailer and as you walk around the contact center floor, you hear several agents answering questions about what clothing items are a good match with your company’s most popular winter coat. You think a trend might be developing, with many customers looking to make additional purchases after originally calling just to buy or ask questions about the jacket. But because you can only hear one conversation at a time, you can’t be sure this is anything more than just a coincidence. In other words, you are caught in a data silo.

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