How to transform Customer Service Experience with Speech Analytics?
Improving customer experiences is one of the important areas of focus for leading brands.
Call Center
5 Useful Ways to Utilize Data to Boost Customer Experience within Your Contact Center
A contact center is more than just a support center; it offers actionable insights into the way that a company chooses to treat its customers.
4 Simple Tips to Evaluate and Elevate Your Contact Center Operations
Your contact center is more than just a checkmark on the customer experience; it is a hallmark that displays how your company feels about the people they serve.
How to Build an Ideal Call Center Quality Monitoring Scorecard?
It’s crucial for call centers and QA managers to understand the Importance of using a call center QA scorecard and very few know how to build an ideal call center quality monitoring scorecard. With a successful call center monitoring strategy, companies can significantly improve customer satisfaction, employee retention, as well as their bottom line. Decision-makers …
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Project Management: Backbone of Call Center
Project management is the backbone of businesses. Managers are responsible for more than just managing people. To add to the need for managing regular business operations, there are often separate projects that require special attention, such as starting a new marketing project for a call center. But what is project management? In a general sense, …
How You Can Improve Efficiency of Your Call Center Using Workforce Management
According to Forbes, engagement is the key to effective workforce management. With estimates claiming that only 30% of employees are engaged, managing the workforce becomes a lot more difficult than it used to be. Some managers say prior generations were easier to manage because they were more predictable. Employees worked their 40-plus hours per week …
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5 Strategies for Effective Call Center Operational Performance
Working in today’s call center is a demanding job. The simplest of transactions are now often handled via self-service tools, leaving more complex work left to today’s agent. Effectively leading today’s call center agent can be even more challenging. From handling escalated calls, upset customers stressed-out agents, and endless to-do lists; the list of challenges …
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Eight Tips to Ensure Call Center PCI Compliance
Every good business leader knows there will always be times when risk-taking is beneficial to your organization. We have all heard the adage, “The Greater the Risk, The Greater the Reward”. However, when it comes to regulatory compliance in the contact center industry, taking risks should never be considered as an option. Adhering to the …
How Integrating Artificial Intelligence With Human Intelligence Can Delight Your Customers
Incorporating artificial intelligence (AI) into your call center quality monitoring can feel like an uncertain prospect. With over 80 percent of businesses already using or planning to acquire automated technology as a customer service strategy by 2020, it’s apparent that AI is quickly becoming a baseline requirement to compete in an increasingly globalized marketplace. However, …
Protect Your Contact Center Team from a Space Shuttle Columbia Like Disaster
In 2003, the space shuttle, Columbia, disintegrated over East Texas and Louisiana, when it attempted to reenter the Earth’s atmosphere. Sadly, all seven astronauts aboard died. The control room crew in Cape Canaveral was responsible to guide the shuttle safely home. Instead, they like us watched the streaking remains on a cable news broadcast. NASA …
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3 Reasons Servant Leadership Increases Call Center Customer Satisfaction Rates
Today’s consumers have many more options for interacting with businesses than they did in years past, thanks to technological advances. They can chat in real time with a company, shop online, and easily leave business and product reviews on many platforms. With consumer voices louder than ever, its not a surprise that some even refer …
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3 Ways to Enhance Customer Experience in the Call Center
Call centers have come along way from the institutions that emerged in the 1960s to efficiently handle high volumes of customer calls. Today’s call centers have evolved with emerging technologies, and changed tactics based on consumer needs, but at the root of call center developments still stands the ever important need for high-quality customer service. …
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Understanding Online Consumer Behavior Is Essential to a Successful Business
Understand the intricacies of consumer behavior online and optimize your business strategies to cater to modern consumer needs.
The Social Enabled Call Center: How to Create a Social Media Call Center (Part 2)
In my last blog post, we defined what a Social Enabled Call Center is, a call center using social media platforms to effectively interact with their customers. We also looked at a couple of ways to enhance the customer experience within the Social Media call center. Hiring customer centric people and increasing response times across …
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Can AI Replace Call Center Human Agents ?
Why you may want to adopt a best-of-both-worlds approach. While androids are both an operating system and a sci-fi concept that’s becoming more realistic with each passing day, the artificial intelligence that powers androids has started to ease its way into the call center industry. Even though it might seem as though androids and artificial …
Could an Intelligent Quality Monitoring System Restructure Your Process and Optimize Your Product?
Spreadsheets are the traditional method of maintaining data in a call center. However, inconvenient issues can arise when supervisors need to transfer data from a previous month and incorporate it into new documents. This process can become extremely time-consuming, and it is prone to errors. Also, it’s also very difficult to pinpoint trends in the …
Today’s Shoppers Expect Great Customer Service No Matter Where They Shop
With a brick and mortar store, you have a team full of customer service specialists available to help your customers at any moment. For catalog customers, your contact center is staffed full of knowledgeable agents ready to answer questions and take their order. But who is helping your online customers at the moment their shopping? …
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Improving the Customer Experience in Your Call Center Means Looking at the Whole Picture
Quality assurance in the call center is a critical piece to success. It can help to improve each customer experience, improve efficiency and give productivity a robust boost. In order to make improvements, managers must stop trying to randomly pinpoint and repair problems. Call centers tend to thrive when a bottom-up method is used to …
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Empowering Agents with the Right Tools
Empowering your agents is a continuous process of providing them comprehensive training, resources, motivation, encouragement and the right tools. This practice shows your agents you trust them. Giving them the confidence and tools to find customer solutions will allow them to take that power and deliver on providing a remarkable customer experience. The agent is …
CALL CENTER METRICS: What are they and how do we measure them?
In the Call Center or Contact center world, there are a number of details that we monitor that help us to know how we’re doing. The industry term that we call these details is Metrics and as time and technology has progressed the number of metrics that we measure has progressed as well. While the …
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