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:

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Contact Center Agent Coaching and Training Software Turns New Agents Into Experts

Posted by John Rake
5/4/15 8:30 AM

Any C-level executive who has been involved with onboarding new employees knows the process can be daunting. The practice of identifying prospects, interviewing candidates and then finally making a hiring decision is quite time-consuming and intense, because making the wrong choice can set your company back in both productivity and revenue.

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Is Workforce Attrition Eating Away at Your Profitability?

Posted by Rodney Kuhn
4/22/15 9:41 AM

Workforce attrition can have significant financial effects on a company. After all, when a business experiences a decline in its workforce and doesn’t replace lost staff, productivity can dramatically decrease, which can cause a company’s bottom line to suffer. In fact, aggregated research from Barracuda found that just five hours of unproductive work a week can cost a company $6,357 per employee per year.

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Is Your Industry Ranked the Worst in Customer Service?

Posted by Rodney Kuhn
4/10/15 6:39 AM

Every company today knows full well that customer service is at the core of its profitability and continuity—especially for a few select industries. In fact, a new survey commissioned by global market research firm Ipsos calls out those verticals that boast the worst customer service departments: 

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Think a Great Call Center Has to Come at a Big Cost or Hassle? Think Again

Posted by Rebecca MacLeod
3/30/15 9:00 AM

Right now, the cloud is all the rage. The technology seems to be popping up all the time in advertisements for both personal and business purposes across all mediums and platforms. All this attention means the cloud is surrounded by quite a bit of hype, which can make it difficult to drill down on exactly what benefits it can offer your business.

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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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