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Elevated Customer Experience Means Fast Action and Human Interaction

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With the inclusion of so many technologies, and more coming, companies may be wondering what customers want? How can they, as an organization, provide the elevated customer experience? Give Customers What They Want: Fast Action and Human Interaction Brands should tune into their customer preferences to ensure they’re providing the best possible experience. Customers want […]

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From the C-Suite and Beyond: Driving the Value of Customer Experience

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How inContact “Walks the CX Talk” inContact believes that the customer experience (CX) and the customer’s satisfaction are critical to the long-term success of our business. After all, the entire foundation behind inContact and our solutions is to help contact centers transform their customers’ experiences! We genuinely believe in the power of customer experiences and […]

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omnichannel

Are You Meeting Your Customers’ Expectations for Omnichannel Service?

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How often do you actually ask customers how they feel about the service they receive, what their expectations are, or how they would prefer to contact your business? If you’re like most customer service organizations, probably not as much or as often as you’d like. How do you know if you’re meeting their expectations for […]

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inSide inContact: Tips for Creating an Effective Evaluation Form

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Creating evaluation forms in the contact center can be a complicated process and often involves more than a few people. However, a completed evaluation form should be simple, easy to understand, and focused on your operations core mission. The less ambiguity the faster the impact it can have. There are several dos and don’ts you […]

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Improving your Interactive Voice Response, one subtask at a time

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As diligent managers and engineers of the Interactive Voice Response (IVR), we have a critical role in identifying and handling the tasks and subtasks that comprise the IVR. I want to share three keys for improving Interactive Voice Response for effectiveness. First, optimize repetitive subtasks. Let me give an example of subtask needing optimization. I rent […]

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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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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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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: 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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