Skills-Based Routing Leads To Effective Customer Engagement

Improvement of the customer service experience is a never-ending challenge in today's call centers. Due to the increased number of agents and the handling of a wider variety of calls in multiple languages and support areas, customer engagement is often compromised. This leads to dissatisfaction and disappointment in overall service. However, one concept that can... Read More

Successful Organizations Build a Customer Engagement Culture

In the era of the customer, where they expect to get what they want on their terms and timeline, companies are becoming engagement-focused to avoid customer churn. This article references research from Forrester about the habits of customer-focused companies as well as an article from Chief Learning Officer magazine. Read More

Customer Engagement = Building Meaningful Relationships

Customer engagement must embrace all customers – internal and external – to be successful.Build solid relationships with customers and employees by developing and executing strategies to engage them both. Customer Engagement will help generate meaningful relationships that establish trust and promote loyalty. Read More

Customer Self Service – All the Right Options

Today's customers have more technology available to them than ever before and expect to be able to access information quickly. This is why more and more businesses are turning to customer self service portals and why more and more customers are coming to expect a self-service option. Read More

Good first impressions: How customer experience impacts customer loyalty

Positive customer experience leads to customer loyalty. Customer loyalty leads to increased company profits and growth. Simple. What's not so simple is figuring out how to affordably improve customer experience. You also don't want to invest in new products that don't integrate into your current customer service strategies. Read this article to learn more. Read More

Why Your Business Needs A Customer Engagement Strategy

A customer engagement strategy is about more than bells and whistles. It's about creating an interaction between your brand and your customers. This increased interaction allows your business to become more than a product or service; it becomes a part of your customer's social channels, their peer groups and your brand will get integrated into... Read More

Call Center Software Provides Customer Service Metrics

Emphasis on call time and time to resolution yields rushed, impersonal interactions according to Zappos, a popular online shoe and apparel shop. Instead, Zappos has found a way to measure and reward behaviors that impact customer satisfaction most. It’s worked for them. But would their modern day performance metrics work for your business? Read this... Read More

Becoming Channel Agnostic in the Mobile Age

Smartphone use is growing at an astonishing rate of 45% year over year. Nearly half a billion people will connect to the cloud from a mobile device this year. So what does that mean for the companies that are doing business with, hoping to do business with, or providing service in some way to these... Read More

Serve the Customer, Not the Channel

As new communication channels have emerged, customers’ entry and exit points into your organization have become more difficult to predict. Resolving customers’ issues at first-touch—in a consistent manner across multiple channels—can be an exhausting dilemma if the services and resolutions offered to customers are not the same on every channel. Read More

3 Alternatives to Contact Center Monitoring

People get used to using information their call center monitoring tools provide them, rather than getting creative and either developing or purchasing what we really need. Beyond creating yet another custom report that adds your boss’s favorite KPIs, it's time to shift strategies to maximize your time and improve your visibility into business performance. Ian... Read More

Next Generation Contact Centers: Getting Social Right

Social media holds enormous potential, but the sheer volume of information along with customers’ higher expectations means that there are huge pitfalls ahead for companies that make social media mistakes. Next generation contact centers can help your company get social right. Read More

Rate Your IVR Sales Leveraging Efforts

IVR sales leveraging can help increase sales, increase the return on investment of your IVR system and improve the customer service experience. Use this checklist to determine how well you are utilizing IVR sales leveraging techniques and how you might improve your efforts. Read More