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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Use Voice of the Customer Data for a Competitive Advantage

Posted by Linda Caudle
7/11/14 10:44 AM

In today’s highly-competitive marketplace, your company needs every advantage it can get. If you haven’t considered using voice of the customer data (VoC) to help provide that edge and improve the customer experience perhaps it’s time to try it out.

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Finely Tune Your Small Business with Workforce Management

Posted by Linda Caudle
7/9/14 9:30 AM

Unfortunately for SMBs, customers don’t care that you have more limited resources than a large enterprise; they still expect top-of-the-line service from every company they patronize. In fact, according to a recent Zendesk survey, 55 percent of consumers said they switched to a different company after a single negative customer service experience.

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Take Complexity out of Compliance Recording

Posted by Linda Caudle
7/7/14 1:46 PM

Consumers are increasingly turning toward their plastic to make payments—to the tune of two-thirds of all transactions. With this in mind—and with news of the recent breach at Target where the credit card data of up to 40 million customers was compromised—businesses need to do everything within their power to ensure that the sensitive data associated with these consumers’ credit cards is as secure as possible.

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Real Time Change from Real-Time Data

Posted by Ron Strandin
7/1/14 9:12 AM

Why does data matter? Because data is everything. Data is how you measure. Data is how you decide. Data is how you teach. Data is how you improve customer experiences. In the third video in our series, we explore the true importance of data to your contact center and your business as a whole.

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