Linda Caudle

Recent Posts

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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What’s the Value of Increasing Customer Loyalty?

Posted by Linda Caudle
5/23/14 6:00 PM

Today’s best-in-class organizations know that delivering world-class customer service is no longer a value-add, but a must. After all, it’s nearly impossible for a company to survive without its customers.

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How to Build a Customer-Centric Contact Center

Posted by Linda Caudle
5/20/14 2:30 PM

"Customer-centric” is shaping up to be a buzzword for 2014, and perhaps no area of your company is more consumer-focused than the contact center. Service quality can make or break a company. After all, 86% of customers quit doing business with a company after a bad customer service experience, and over half admit they would only try to reach support once before giving up on a purchase.

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The Right Contact Center Training Software is Key

Posted by Linda Caudle
5/15/14 9:30 AM

Call center managers everywhere are still struggling with the age old question: How do you increase worker productivity without sacrificing the quality of customer service and also ensure that you are fairly judging performance?

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Improving Customer Experience Using Customer Analytics

Posted by Linda Caudle
5/8/14 9:00 AM

How much do you really know about your customers besides their names, phone numbers and addresses?

In today’s highly-competitive marketplace, it’s important to understand why customers make the decisions they do, how they feel about those choices and what type of experience they had. Armed with this information, you can start delivering a better customer experience. In order to do so, however, you have to gather the right data.

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What’s On Your Contact Center PCI Compliance Checklist?

Posted by Linda Caudle
5/6/14 8:00 AM

When it comes to protecting sensitive consumer information, your company takes all of the appropriate measures. You have a robust digital security policy, a firewall that protects all of your data and comprehensive intrusion detection processes. You even encrypt data when it is transmitted over the Web.

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Five Ways to Improving Customer Experience

Posted by Linda Caudle
4/30/14 9:15 AM

Every time a customer dials into your business and speaks with an agent, that interaction is a direct extension of your brand image. In other words, they can further good feelings already established or foster bad ones.

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