Unstructured Conversations In a Structured World

Posted by Rodney Kuhn
6/14/18 9:25 AM

Is your Quality Monitoring program the right fit for the Knowledge Workers in your contact center?  

With advances in technology, previously disparate teams of Knowledge Workers are now often working together as part of a contact center that was traditionally comprised of the Task Worker. 

Read More

Fix the Biggest "Leaks" In Your Customer Experience

Posted by Rodney Kuhn
12/13/17 10:50 AM

Recently I ordered a product online. The experience was safe, easy, price competitive and the item was delivered right to my door step.  It occurred to me how many things had to go right to create this great customer experience.  Their website had to function well in various browsers. Their payment portal had to work properly. They needed to have my item in stock and be able to ship it by the promised date. Every step of the order and fulfillment process had to be perfect to produce a happy customer. Miss even one step and a customer would be disappointed.

Read More

Do Your Best Agents Still Need Coaching?

Posted by Rodney Kuhn
9/28/17 8:49 AM

No matter what type of contact center, we all have agents with different levels of tenure, skill and motivation that inevitably leads to a bell curve of agent performance and effectiveness. We all desire our agents move to the upper end of the curve where that magic combination of high productivity and quality exists.

Read More

You shouldn’t have said that!  You shouldn’t have done that!

Posted by Rodney Kuhn
8/14/17 9:13 AM

Have you ever had a coach or manager offer such helpful, or not so helpful, advice? Did it make you want to jump right in to the conversation and ask for guidance or did you, as most of us do, get defensive and try to explain your actions?

Read More

Agent Improvement: Making Agent Training Stick

Posted by John Rake
7/14/15 4:26 PM

When contact center agents are hired, they typically go through fairly comprehensive training before ever interacting with a live customer. Thinking on the fly, solving problems on the spot and dealing with customers of varying temperaments is not an easy task, so managers need to be sure customer service representatives are fully prepared before they send them into action.

Read More

Improving Contact Center Agent Effectiveness: Generating ROI With a 21st Century Contact Center

Posted by John Rake
6/23/15 6:30 AM

If you’re looking to improve your contact center operations, hiring qualified agents and deploying a top-of-the-line customer relationship management solution are certainly steps in the right direction. These measures, however, are not the only pieces to the contact center puzzle. If you want to truly maximum your contact center’s value by transforming it from just a service hub to an ROI generator, you are going to have to go a bit further:

Create New Opportunities Using Big Data

Every interaction your employees have with customers generates information, and this information, taken as a whole, is commonly referred to as big data. If you don’t have the ability to collect and analyze information efficiently in your contact center right now, you are missing out on a whole sea of readily available business intelligence that you could be using to improve processes across your entire company.

For instance, with contact center software that can identify trending words and topics from all conversations and display them on a screen in real time, a manager would be able to recognize immediately when many consumers are calling to ask about a specific product. That information could be shared with the marketing department, which could create a special promotion—such as a “2 for 1”—giving customers an opportunity to save money on a purchase and helping your company boost sales. In the past, marketing would have had to track sales numbers for days or weeks to come up with a special offer; with real-time analytics, it can be accomplished almost immediately.  

Read More

Contact Center Agents Have Spoken: They Want Better Technology

Posted by Rodney Kuhn
6/5/15 12:04 PM

Read More

Contact Center Agent Coaching: Are You Stuck With Cookie-Cutter Evaluations?

Posted by John Rake
5/26/15 9:30 AM

You’ve spent all week observing your contact center agents’ performance and are finally ready to sit down and write your evaluations. Unfortunately, from past experience, you know that you’re going to have to jam a square peg into a round hole to complete these reports, because you are still using cookie-cutter evaluation forms. Rating your representatives on a 1-5 scale for a number of basic categories gives them only a surface-level view of their performance and areas for improvement, thereby limiting your ability to conduct effective contact center agent coaching and training.

Read More

How to Increase Customer Retention (and Profits)

Posted by Rodney Kuhn
5/22/15 9:42 AM

The importance of maintaining a high customer retention rate—the rate at which a company turns one-time buyers into return customers—is evident, especially when it comes to the bottom line.

For example, aggregated research from Customers That Stick shows that:

Read More

Quickly and Cost-effectively Expanding Your Small Business’ Contact Center

Posted by Rodney Kuhn
5/15/15 11:27 AM

Rapid growth is the ultimate dream for any small business manager, especially in today’s competitive marketplace, where 80 percent of entrepreneurs who start a new business fail within the first 18 months, according to research from Bloomberg.

Read More

Subscribe to Envision's Blog

Follow Envision

   

Recent Posts

Subscribe by RSS

Inbound Envision Feed