Tools to Improve Contact Center Quality Management

Posted by John Rake
8/27/14 8:31 AM

Contact center quality management is key to a successful business. Businesses want their contact center agents to put their best foot forward at all times. Thankfully, there are plenty of tools available today to help capture, evaluate, analyze, and use the information from customer interactions to drive service improvement and coaching and training efforts. Ensure every customer interaction is a positive one with the following tools:

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Tips and Tricks on How to Calm an Angry Customer

Posted by Linda Caudle
8/8/14 11:51 AM

How angry customers are handled in the contact center can be the difference between customers taking business elsewhere (and complaining publicly about their experience) and a peaceful resolution that keeps them coming back for more. These five tips for calming angry customers can help every interaction end positively.

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Does Your Industry Get the Most Customer Service Complaints?

Posted by Linda Caudle
8/5/14 11:39 AM

Social media platforms have become the new 1-800 number. With nearly one in four people worldwide projected to use social media in 2013, it comes as no surprise that customers are turning to these networking platforms to connect with brands and vice versa.

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Customers More Likely than Ever to Share Customer Service Experiences

Posted by Linda Caudle
8/1/14 1:26 PM

We live in a world more connected than ever before—that is a simple fact. Every indication is that the future will bring even more connectedness, making it increasingly easy for people to share information. That is especially true of customers, who are more likely than ever to share customer service experiences.

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How to Handle Tough Customer Service Scenarios

Posted by Linda Caudle
7/30/14 8:32 AM

Every contact center employee is bound to come up against one or more of these difficult customer service scenarios mentioned below. However, the key is not to avoid them, but handle them with grace and, of course, a smile.

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Five Must-Haves for Voice of the Customer Success

Posted by Linda Caudle
7/28/14 10:25 AM

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Want to Increase The Productivity of Your Contact Center Agents?

Posted by Linda Caudle
7/24/14 12:00 PM

Are your contact center agents working hard or hardly working? Unproductive contact center agents, cost employers an average of 46 percent of their salaries in lost productivity. Moreover, employees who are disengaged are also 23 percent more likely to leave within 12 months, compared to a one percent probability of turnover among highly engaged employees, according to data from the Contact Center Association. In a 1,000 seat contact center with a 15 percent population of disengaged employees, turnover costs alone could add up to $158,000.

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Three Things To Consider When Selecting a Workforce Optimization Solution

Posted by Linda Caudle
7/22/14 7:32 AM

Investing in a workforce optimization solution for your small, medium or large enterprise contact center is a big commitment. After all, the solution is not only responsible for directly shaping the work habits of your employees, but also plays a huge role in the customer experience and how satisfied they are with your company. Conducting a bit of research to make sure your software has all of the components you need to measure and track agent effectiveness is key.

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Contact Centers Continue to Look to the Cloud

Posted by Linda Caudle
7/18/14 9:36 AM

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Three Ways to Improve Your Voice of the Customer Program

Posted by Linda Caudle
7/15/14 5:03 PM

A successful voice of the customer program can provide a wealth of useful information to your business, which can be used to improve the customer experience. However, many companies fail to make use of the data they collect. In fact, according to Forrester Research, two-thirds of American companies have VoC programs, but less than one-third make decisions based on customer needs and voice of the customer data.

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