omnichannel customer service trends

The Top Omnichannel Customer Service Trends in 2017

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On March 14th in Scottsdale, AZ, dozens of business professionals gathered to discuss the benefits, and customer expectations, of an omnichannel contact center. Consumers want options when interacting with the companies they choose to work with. When companies are able to honor their preferred channel, they receive higher customer satisfaction scores. Many of those in […]

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call center agent scorecard

Building a Better Agent Scorecard

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The customer experience and agent engagement is becoming one of the most significant focal points for nearly all consumer facing companies. The method by which we review and evaluate performance should deliver results that support this focus. The traditional methods rarely deliver the results that continuously produce a high value customer experience simply because they’re […]

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call center crm together

Contact Center and CRM: At Odds or in Harmony? Part II

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If you missed it, please read Part 1 of this blog series. It is not surprising that the question of whether to choose a contact center or CRM desktop is more common today than it was five or ten years ago. According to respected analyst house Gartner, the CRM market nearly quadrupled from 2007 to […]

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contact center and crm

Contact Center and CRM: At Odds or in Harmony? Part I

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I come from the contact center world, that is, I’m from the telephony side of that world. I worked part time as an AT&T operator in college, did an internship at Bell Labs in college and started my career at AT&T Long Lines after business school. You can’t get more telephony than that. For me, […]

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LanguageLine Empowers Relationships with inContact Voice-as-a-Service

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LanguageLine is the world’s largest provider of language access solutions and interpretation services. By switching from a premises-based solution to inContact, they experienced drastic improvements in their contact center operations. LanguageLine’s goal is to help non-English speakers find and understand medical care, finances and a variety of other services. Their premises-based system wasn’t delivering the […]

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workforce engagement management

What is Workforce Engagement Management?

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The idea that happy employees makes happy customers is not a new concept, but it is starting to get enterprise-level attention and traction. Thinking about the kind of service you might receive when an employee is unhappy makes a very clear case as to why this idea is gaining momentum. My first job was working […]

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call center agent experience

Out With the Old, In With the MAX: A New Call Center Agent Experience

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Cowen and Company, a leading proprietary research firm, recently published their “Takeaways from Cowen’s IT Survey Around Apps & Database 2017 Spending Trends”. One of the report’s more salient points indicates that spending on SaaS projects, customer service and support will experience the biggest increase in 2017; for the first time surpassing other growth areas, […]

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millennials customer service experience

9 Ways Millennials Have Transformed Contact Center Customer Experience

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As the fastest-growing consumer demographic, Millennials are poised to make a major impact on the American economy. By 2020, the spending of Millennials— those aged from roughly 18-to-mid-30s— will rise to 1.4 trillion annually. Years before this generation’s full influence will be felt, however, millennial preferences have already changed how contact centers think about customer experience. Read on […]

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average handle time aht

Average Handle Time (AHT) Best Practices

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I get it, time is money. The more time your agents are on the phone, the more they’re costing you. Not just in telecom costs, but in other areas like service level and customer satisfaction. A quick google search for call center metrics will explain to a new contact center leader what success metrics should […]

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