Reducing Customer Effort – Make it Easy to be Your Customer

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Are you measuring Customer Effort Score? First introduced in 2010, Customer Effort Score (CES) is a fairly new contact center metric. Together with the “tried, trusted and true” Net Promoter Score (NPS) and Customer Satisfaction (CSAT) it helps you to measure just how happy your customers really are. NPS focuses on long-term happiness, whereas CSAT […]

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Get Ready for 2018 with These Free Research Reports

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Are you getting ready for 2018 planning? If so, we’ve compiled a short list of reports you will probably want to read (and we’re giving them to you free): Drive Revenue with Great Customer Experience, 2017 – Forrester Research In this report, industry analysts from Forrester Research, a leading global research and advisory firm, look […]

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Time to Change the (Omni)channel

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If you’ve ever spent more than 15 minutes on hold with a customer service representative, you likely understand the frustration that brews during the wait. Add any other complexity on the road to resolution, and more emotions will begin to bubble to the surface – such as anger. A live agent should be well equipped […]

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predictive dialing

Taking the Guesswork Out of Outbound: 3 Benefits of Predictive Dialing

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Outbound calling is a bit like walking a tightrope. There is a delicate balance between having enough agents to effectively conquer your calling lists, and not overestimating the time and resources it will take to complete calls. So how do you line up all of the moving parts and endless variables to come up with […]

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What are Bank Contact Centers Doing Right?

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inContact’s research shows that banking was in the highest tier for customer satisfaction with 54% of respondents ranking it for the most satisfied recent interaction. The American Customer Satisfaction Index (ACSI) reported that banking customer satisfaction increased 5.3% for 2016, and courtesy and helpfulness of tellers or other staff was the top ranking subset, website […]

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contact center technology

3 Tips When Searching for Contact Center Technology

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Cloud technology has transformed the industry by effectively removing the need for an on-site contact center system. Management has access to so many innovative new aspects to help optimize their business, it can be overwhelming, resulting in the contact center not utilizing the technology to its full potential. There are ways, however, to maximize the […]

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contact center customer experience

Make Customer Experience a Differentiator for Your Contact Center

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Certain industries are notorious for their poor customer service, and on the flip side, there are a few companies that are memorable for providing an outstanding customer experience. Why? Because it’s a differentiator that attracts new customers, and retains existing ones. While delivering a great customer experience is a powerful competitive advantage, maintaining that edge […]

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