After Call Work – Why it Matters and How to Ensure it’s Done Right

TechSee

Taking the time to tag the call, log the details, update the CRM system or forward customer feedback to the relevant department provides vital information to contact center managers, chief experience officers, R&D personnel and customer journey mappers.

Quantify your Contact Center Success with CCaaS and KPIs

NICE inContact

In our last post we talked about how using a “Contact Center as a Service” (CCaaS) may be a better use of resources as opposed to purchasing and maintaining contact center technology in your own data center. Here are some tips: State the business objective(s).

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The Future of Intelligent Decision Support Systems in Contact Centers

TechSee

These systems are relevant for many verticals including healthcare, finance, weather prediction, call and chat centers, desktop apps, info kiosks and more. . Current state of DSS in contact centers. Call centers are highly stressed environments.

10 Contact Center Management Mistakes & Best Practice Tips to Fix Them!

Comm100

Contact center management is a difficult job. In an effort to help address some of these gaps, I have prepared a list of some of the common issues I’ve come across over my years in the industry, as well as some best practice tips and suggestions on how to resolve these problems.

What is Call Wrap Up Time? 5 Ways to Reduce It in Your Contact Center

Talkdesk

Reducing average wait time and average handle time in your contact can yield huge customer satisfaction increases for your business. In this blog, we outline what call wrap up time is and actionable steps you can take to reduce it in your contact center.

10 Tips for Connecting with Customers Emotionally

NICE inContact

This isn’t just our idea; it’s backed up by the stats: Companies with the strongest omnichannel customer engagement strategies retain an average of 89% of customers, compared to 33% for companies with weak omnichannel strategies (Aberdeen Group Inc.)

Winning in the Experience Economy – Working up the CX Maturity Curve

NICE inContact

In part 1 of the blog, we looked at the foundations of building a robust Customer Experience (CX), starting with contact centers. In this part, we will look at a framework to assess your organization’s CX maturity level and provide tips to move to higher levels. Voice of the customer, analytics and AI-driven technologies are important add-on pieces in addition to core contact center and CRM systems.

26 Tips for Improving Your First Call Resolution Rate

StellaService

First Call Resolution (FCR) is the most important metric your contact center can measure. If your contact center’s sweet spot is where happy, productive agents and satisfied, loyal customers meet, you need to concentrate on FCR. Promote “Total Contact Ownership.”.

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26 Tips for Improving Your First Call Resolution Rate

StellaService

First Call Resolution (FCR) is the most important metric your contact center can measure. If your contact center’s sweet spot is where happy, productive agents and satisfied, loyal customers meet, you need to concentrate on FCR. Promote “Total Contact Ownership.”.

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42 Ways to Deliver Bad Customer Service

Smarter CX

Tip 1: Set up your systems so that your customer service agents have to use at least 15 different applications every day to do their job. Tip 3: Make sure you give your customer a 12-hour window for the field technician to arrive so that the customer has to wait all day.

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Omni-Channel Is Hot News So What’s the Hitch?

CSM Magazine

A recent study found the average person checks his or her smartphone a staggering 85 times a day! This puts increasing pressure on contact centers and customer service departments. Irrespective of channel, be it voice, e-mail, chat, social media, Skype or other mobile apps, customers want and expect a consistent, satisfying and effortless experience – each and every time.

A Great Place for Customer Service? Twitter: Oracle’s Social Roll-Out of A Twitter Enhanced Customer Solution

Natalie Petouhof

Tweet There was a time when customers wrote a letter to customer service- ok that was a really long time ago. But not long ago, the phone was what a majority of people used to contact customer service. One of the reasons that more and more marketplace conversations are happening in social and digital networks is that it’s the first time customers have been able to talk to each other directly in ways that surpass the bulletin boards of yester year.