Contact Centers aren’t Ready for Omnichannel
OCTOBER 4, 2016
The potential of “omnichannel” when it comes to contact centers is undeniable. Your customers prefer different modes of communication—phone, email, chat, social media… Let them choose how they connect with and receive support from your contact center agents, and you score high for ease of doing business, right? But omnichannel can have a dark side. Here’s why. That’s not a recipe for success.
To Bot or Not to Bot?
MAY 25, 2016
Recently, Facebook announced at its F8 developer conference that it would allow businesses to build “bot” technology for Facebook Messenger. Chatbots are equipped to answer basic questions from customers, accept orders, and provide general customer assistance. The theory is that companies can better serve their customers using bots because they will be readily available when needed.
Speech Analytics: Five Ways to Set Your Company up for Success
NOVEMBER 1, 2016
Speech analytics is a huge opportunity for brands. If you aren’t at least considering speech analytics for your contact center, you risk missing out on valuable information that can improve the entire customer experience. While many companies know that speech analytics is something they should do, the question we hear most often is: where do I start? Recently, I co-hosted a webinar with Donna Fluss, President of DMG Consulting, titled “Speech Analytics: Best Practices and Pitfalls to Avoid.” When implementing speech analytics, the pressure is on to quickly realize return on investment.
3 Ways Integrated Analytics Can Solve Your Data Nightmare
MAY 3, 2016
When it comes to making operations more efficient, most executives know they need to leverage data to identify areas of improvement. Data collection and storage is manageable, but executives can easily find themselves with a mountain of information and more questions than answers. How do you move from the collection phase to extracting insights and driving real value for the company? .
Your Contact Center is a Hotbed for Customer Engagement: Here’s Why
OCTOBER 24, 2016
We know that when a brand delivers great customer experience, customers are more likely to establish a positive connection and long-term loyalty towards that brand. Given this, most companies, including your own, spend countless hours and resources looking for ways to improve customer experience strategies. However, the customer experience is only a part of the equation. Every day, company representatives interact with customers and, within those interactions, your brand has the opportunity to foster customer engagement. Engaged customers really are your brand’s best friends.
The Top Trend to Change Our Industry in the Next Five Years
JUNE 30, 2016
We think about analytics frequently at Calabrio. We think about how to improve the use of data, how best to implement analytics strategies, and how to make that data work in meaningful ways for businesses like yours. It’s not just because we’re data lovers (we are!), it’s because we know analytics is the key to unlocking what’s been so close yet so out of reach for so long—the voice of the customer. Every day businesses collect an enormous amount of data from their customers from various channels – including the contact center – with technologies such as Calabrio ONE.
Your Contact Center Superhero
OCTOBER 6, 2016
Your contact center is a superhero? You might be surprised—after all, contact centers are often: Under-valued by the larger organization. Under-funded. Viewed purely as a cost center. The first place budget is cut when the need arises. And staffed by entry-level employees. Not exactly the standard definition for a superhero. Profile of a Contact Center Superhero. Fight for funding when needed.
7 Top Priorities for the Future of Customer Engagement
JANUARY 6, 2016
CEO of Calabrio shares his predictions for the Contact Center, for 2016 and Beyond. The “smart” technology that revolutionized our cell phones is finding its way into just about everything: medical devices, baby monitors, smoke detectors, thermostats, running shoes, even cows. Yes, cows: A company in the Netherlands developed a sensor that attaches to a cow’s ear, monitors its vital signs and transmits the data to a computer, which reports back to the farmer via email or text. The pace at which technology marches forward is just incredible. The researchers at Gartner estimate that nearly 12.5
Are Your Technology Decisions Killing Your Customer Experience?
Read this eBook to learn how your database technology decisions can affect your ability to deliver either a transformational customer experience or a lackluster, dissatisfying encounter that benefits your competitors, not your bottom line.
Nine Myths to Debunk for a Data-Powered Contact Center
NOVEMBER 18, 2015
As customers become more empowered through technology, so must the organizations that serve them. Analytics in the data-powered contact center are proven to drive KPIs across key metrics, including first contact resolution, cross promotions and overall customer satisfaction. Customer engagement and analytics software yield measurable benefits. percent. Decreased their customer care costs by 6.3
Guest Post: Springtime Renewal in the Contact Center
APRIL 26, 2016
Springtime is traditionally a time of renewal, refreshment and rebirth. We think about spring cleaning our homes, offices, cars and anywhere else we have spent a lot of time during the long and often gloomy winter days. Wait, what? Since participants were allowed to select more than one response, total responses will be greater than 100 percent. Their responses are illustrated below.
Top 3 Insights from the 2016 Global Contact Center Benchmarking Report
JUNE 9, 2016
If there’s one thing I’ve learned from being in this industry for more than a decade, it’s that when things change, they change very quickly. At Calabrio, we like to stay ahead of the curve so we can meet our customers where they want to be tomorrow, instead of where they were yesterday. We do this in many ways, one of which is staying up to date on industry research. One of the places I look for trends is in the 2016 Dimension Data Global Contact Centre Benchmarking Report , the most extensive global contact center survey in the industry. What you can do: Establish an omnichannel strategy.
How Analytics Technology is Changing the Contact Center
SEPTEMBER 21, 2016
The contact center as profit driver: it keeps popping up on lists of top business trends for 2016. Surveys show 3 in 4 organizations now view the contact center as a key differentiator—no longer just a cost center. Despite this big talk, most organizations are doing a terrible job of extracting business value from their contact centers. In the last year, U.S. contact centers racked up more than 200 billion minutes of inbound calling. That’s 200B+ minutes of your customers telling you who they are and what they want. Because most lack the tools—and many are unaware the capabilities even exist.
5 Customer Satisfaction Templates You Can Use Right Away
Begin or improve your customer satisfaction program with these 5 ready to use templates.
Top Eight Reasons to Catalyze Your Customer-Conscious Corporate Strategy
NOVEMBER 19, 2015
Sure, we have a bias, but our belief that Calabrio ONE is the most innovative and visionary customer engagement and analytics technology available today is based on eight solid reasons. More than 4,000 customers around the globe agree, and they are integrating their solutions at a rate four times the industry average. Wonder what they know that you may not? single, unified interface. Service.
Top 5 Tips to Motivate Contact Center Agents
OCTOBER 3, 2016
Your contact center agents are your company’s face to the outside world. They’re your frontline to your customers, the ones you trust to maintain those critical buyer relationships. But their jobs aren’t easy ones. And those roles are vulnerable to high turnover. It takes a special mindset to field complaints and calls, day after day. You don’t want that. You want your agents to feel energized.
News Flash: The Next Generation Wants Digital Communication
JUNE 23, 2016
Our world is digital and there’s no getting around it. We trip over it everywhere—people are on their laptops, phones and tablets searching the web, surfing social networks and downloading apps, all while walking down the street. This digital generation is also making strong judgments about the quality of service they’re receiving from brands on these channels. So, any organization whose bottom line is directly impacted by customer experience must go digital, too. Not surprisingly, one of the biggest drivers of the digital movement is the millennial generation.
Bringing Customer Experience into Higher Focus
FEBRUARY 24, 2016
Last month, Adobe Marketing VP, John Travis, shared insights from Adobe’s 2016 Digital Trends report, including which opportunities businesses are most excited about this year. The number one response? Customer Experience. “In 2014, it emerged as a top priority for marketers. In 2015, it gained momentum. Calabrio helps businesses focus this lens. Why are your customers contacting you?
Customer Experience Strategy: How to Measure the Immeasurable
Take a second to reflect on the brands you love. How do you go about creating an awesome customer experience strategy that works for your own customers?
New Year, New Resolutions: Four Brand Strategies that Will Increase Customer Satisfaction in 2017
JANUARY 19, 2017
This time of year, many of us are working to evaluate and solidify our goals for the coming year. At Calabrio, we know that to achieve those goals, successful companies are constantly analyzing what is and is not resonating with customers and driving those insights back into the business. With that in mind, here are four predictions on how brands will step up their game in the new year.
Three Ways to Ramp Up Contact Center Quality Assurance
JULY 29, 2016
Smart contact center leaders know that the benefits of a strong quality assurance program stretch far beyond the walls of the contact center. By continually assessing agent performance and call quality, organizations can protect their bottom line by pinpointing areas to improve the customer experience. This ultimately leads to increased customer retention and loyalty. Technology has made huge advances in recent years as the contact center has shifted from an unsightly but necessary business function to the cornerstone of customer experience. Go beyond random sampling.
Omnichannel is Here: The Case for a Digital Contact Center
APRIL 5, 2016
Many of us rely on GPS navigation while driving to avoid getting lost on our way to a destination. However, a good GPS isn’t static; it will offer up alternate routes depending on things like traffic and road closures. Essentially, it knows that there is never just one way to get somewhere and it adjusts its strategy accordingly. In the same way, customers choose to use different channels to meet specific needs they have (conflict avoidance, convenience, speed/immediacy, etc.), just like GPS systems offer different routes to meet specific needs (e.g.,
Building a Business Case for Customer Analytics
JUNE 16, 2016
If you are in a product or service-oriented industry, it should come as no surprise that the way you engage with your customers means everything. How well you know them, whether you can provide personalized service, and if you can earn their trust and loyalty can all mean the difference between your customers spending their money with you or with your competitors. In a high stakes competition for customers, it’s important to ask yourself: Are you doing enough? All this means that there is a major opportunity for improvement. Customer Service. Gain timely insights.
7 Steps to Elevate Your Customers' Experience
Learn how to walk through your customer's journey in order to improve their satisfaction and engagement
Why Self-Service is the Future of Customer Engagement
OCTOBER 5, 2016
As consumers, we all love the convenience of online self-service. We can buy products or find information online, 24/7, in our PJs, from our patio, if that’s what we want do. We’ve come to expect immediate gratification via electronic service delivery. Yet the more we progress technologically, the more personally disconnected we become. We’re more reclusive, more sedentary. Am I still needed?”
Business FOMO: You Might Have the Data, But is Your C-Suite Missing Out on Profitable Insights?
MARCH 30, 2016
Most executives know that collecting data is central to making operations efficient. However, the typical data collection systems don’t allow companies to extract the full value from that data. Companies have to stop thinking that collecting and storing data is enough. Whether structured or unstructured, the purpose of data is to extract insights to support more accurate decision making. Today, data scientists, trained to decode the meaning within the data, are “must haves” for companies that want to uncover new levels of intelligence. The Data Science Landscape. The Story of Data.
What Cable Providers Can Teach Your Business About Customer Service
JULY 5, 2016
When it comes to delivering excellent customer service, most people would say the cable industry isn’t exactly a shining example of customer satisfaction. Historically, their reputation in this arena has been acceptable at best, and more often described as “nightmarish.” So if you’re wondering what you could possibly learn from reading this—don’t worry, I’ll explain. How did they do it?
14 Articles to Help You Deliver Flawless Customer Experiences in 2017
JANUARY 12, 2017
Narrowing down to a handful of posts to round up a year is tough. It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! How do you round off a year that’s been so good to the customer service industry? To remember why we do our jobs in the first place: the customer.
Customer Service Trends 2017: An Effortless Customer Experience is Vital for Loyalty
JANUARY 5, 2017
“In the old world, you devoted 30% of your time to building a great service and 70% of your time to shouting about it. In the new world, that inverts.” ” – Jeff Bezos CEO of Amazon. Customers expect top-notch service, with no patience or loyalty for companies that don’t provide it. They can easily search for a better alternative to your product or service. Bain & Company.
How 6 marketing leaders plan to improve customer experience
JANUARY 13, 2017
Two-thirds of CMOs are now on the hook for improving customer experience (CX). Despite all the recent buzz about CX becoming a bigger part of the marketing function, however, CMOs have yet to really step up to the plate. According to a 2016 study by Deloitte and the CMO Council , only a small minority of marketing leaders have made significant progress in improving CX. On one side, you have value.
The 2017 Customer Experience Outlook
JANUARY 17, 2017
I’m thrilled to announce the publication of our latest FREE eBook: The 2017 Customer Experience Outlook. My friends at Doberman and I recently reached out to our favorite customer experience authors, designers, and industry leaders shares to see what they’ve been thinking about at the beginning of 2017. To communicate honestly. To be kind to one another. FREE Resources Kerry Bodine & Co.
The Subtle Differences Between Customer Support and Customer Service
DECEMBER 22, 2016
The term ‘customer service’ evokes nostalgia for sales clerks in long aprons in country town emporiums. Some see it as the old-fashioned version of customer support. Many people can’t distinguish between terms ‘customer support’ and ‘customer service’. It’s confusing! But businesses may be looking at naming conventions from the wrong perspective. SaaS companies and support teams.
What will CX look like in 2017?
JANUARY 5, 2017
Over the holidays, I read two interesting articles about customer experience. The first one, from Forbes , is called “Five Bold Expert Predictions For 2017.” ” (I am not among these experts, no.) The second article is from Harvard Business Review and called “The Most Common Reasons Customer Experience Programs Fail.” Let’s dive deeper. Chatbots. Omnichannel.
CX process mapping: Kill a stupid rule
OCTOBER 27, 2016
We spend a lot of time in companies discussing “process mapping,” which is — theoretically, and sometimes in reality — a way to make our processes more effective. Customer-driven growth engines are nearly impossible in this context. When you have stupid rules and layers of process mapping, you have annoyed, possibly burnt-out employees. Stupid rules interfere with that.
Voice of the customer: Your 4-point action plan
SEPTEMBER 22, 2016
Customer experience work has been evolving for years, and it’s now on the radar of more execs than ever before. As such, you have a lot of thought leaders out there up-selling voice of the customer plans. But how exactly do you get to voice of the customer correctly? Let’s try a four-point action plan. Voice of the Customer Step 1: Data. OK, I will briefly. In short, smash those silos.
What 1000 Consumers Say About Bad Customer Service
DECEMBER 8, 2016
CONTENTS. Intro: Word of mouth marketing. 1: The importance of getting it right first time. 2: Our experiment. 3: The results. 4: What this means for your business. 5: Is it too late to win the customer back? 6. What you can do to rectify bad customer service. Takeaways. Intro: Word of mouth marketing. At Kayako, we help our customers get better at customer service. Jeff Bezos (Founder, Amazon).
Innovative Service Requires Character!
Wired and Dangerous
JANUARY 10, 2017
“Would your work practices change if your son or daughter was watching you in order to learn life lessons?” my business partner, John Patterson asked a group of senior leaders. The company was famous for its profit at any cost mentality and had indicated a desire to become more customer-centric with a long-term view. Once they do, they scream at the call center. trk=prof-post.
How to Improve Your Live Chat Average Handle Time
JANUARY 19, 2017
Aching over why your metrics aren’t meeting your performance benchmarks is tough for any support team. It can make you feel like you’re not doing your job properly. Or worse, that you’re leaving your customers hanging around waiting to receive help. Each support channel demands different expectations from your support team. Support metrics are crucial at Kayako. We’re