Stand Out From the Crowd

Posted by Rebecca MacLeod
1/29/15 10:06 AM

How to Leverage Superior Customer Service as Your Competitive Advantage

Attracting new customers and retaining existing ones are arguably two of the most important aspects of business; however, they are also the most challenging. In fact, 21 percent of U.S. small business owners say that customer acquisition is the most difficult hurdle they face, according to the Wells Fargo/Gallup Small Business Index.

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Why Cloud Computing is the Biggest Technology Disrupter to Hit the Contact Center Industry

Posted by Rodney Kuhn
1/22/15 10:55 AM

Cloud computing has come a long way since 1961 when the concept was first introduced. It’s gone from being an overused buzzword—that tech startups prattled about to help sell services—to one of the biggest technology disrupters. In fact, one could argue that we’re currently living in the “era of cloud computing,” judging by its widespread adoption.

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The Top Three Benefits of a Cloud Contact Center Solution

Posted by Rebecca MacLeod
1/16/15 11:01 AM

The cloud continues to make a major impact on businesses, providing them new ways to communicate, store data and share information. Contact centers, in particular, stand to benefit greatly from moving their operations to the cloud

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Envision’s Click2Coach Earns “Hot Vendor” Ranking in Ventana Research’s 2015 Workforce Optimization Value Index

Posted by Rebecca MacLeod
1/9/15 9:55 AM

 

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Making Your Call Center Resolutions for 2015

Posted by Rodney Kuhn
1/7/15 12:52 PM

With the new year underway, it’s time to ask yourself what you have done to prepare your company for success in 2015. As your call center is your most customer-facing department, have you made any resolutions to bolster operations there in the next 12 months? If not, you may want to consider adding some new tools and strategies to ensure that your call center stays ahead of the competition during the coming year. 

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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. 

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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.

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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.

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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.

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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.

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