Word of Mouth: Worth More Than Its Weight in Gold

Posted by Rodney Kuhn
3/20/15 3:28 PM

People love to talk, especially when it comes to customer service. Today’s consumers are flocking to the web to discuss their experiences with companies—good and bad. In fact, 46 percent of American consumers say they always tell others about good service experiences; however, an even greater number (60 percent) say they talk about poor service experiences, according to the American Express 2014 Global Customer Service Barometer.

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Does Your Business Have What It Takes to Handle the Multichannel Customer?

Posted by Rebecca MacLeod
2/11/15 2:35 PM

Gone are the days when a customer’s only option for reaching a company’s customer service department was to pick up the phone and dial an 800 number. Thanks to the Internet, consumers now have a breadth of communications channels—such as email, live chat, SMS and social media—from which to choose.

No two customers are the same; different people prefer different methods of support. According to a survey of 8,000 consumers conducted by Ovum, 52 percent of consumers use three or four communication channels when engaging customer service. While 56 percent of participants still favor traditional phone calls with agents, 44 percent prefer non-voice channels—such as email and social media—as their first choice for customer service.

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Is Your Growing Contact Center Improving the Customer Experience?

Posted by John Rake
10/22/14 10:54 AM

How is the customer experience about hold times when customers call your business? How about the quality of the responses they receive once they reach customer service—especially if they’ve been bounced from department to department? Are you kept awake at night worrying that capacity in your contact center is not sufficient for customer retention?

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Don't Overlook Agent Satisfaction In The Quest to Improve Contact Center Productivity

Posted by Rodney Kuhn
10/20/14 8:51 AM

Businesses are pulling out all the stops to provide top-notch customer service and contact center productivity these days, and rightly so. The statistics, reports and surveys detailing the importance of customer service are preponderant, touting its emergence as a competitive differentiator.

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Three Ways to Maintain Your Customer Service Edge

Posted by John Rake
10/17/14 9:35 AM

As it becomes more increasingly difficult to compete for consumers’ attention, the burden is on companies to find new, better ways to satisfy discerning consumers. Companies are casting an eye toward ways to maintain their customer service edge.

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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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How Effective is Your Call Center Coaching and Training Program?

Posted by Linda Caudle
10/7/13 9:03 AM

You’ve just finished putting a new group of agents through your training program and they are finally ready to hit the phones. But are you 100 percent confident that you’ve given them all the necessary skills to effectively handle customer contacts? If you answered no, then maybe it’s time to take a second look at your training program.

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