The Key to Big Data Success in an Omnichannel Contact Center

It’s easy to get caught up in the opportunities made possible by big data in the contact center. The information customers provide both explicitly and implicitly about their preferences and intentions can lead to valuable insights that improve how you engage with them. Once you start thinking outside the box, it seems there is no... Read More

Are you using Big Data to engage your Customers?

  Your organization’s contact center is a hotbed of data. Every interaction with the customer results in a wealth of information – some of it inferred, some of it explicitly stated – about the customer’s needs, wants and desires. This data offers organizations of all types and sizes an opportunity to take customer service to... Read More

Regarding Your IVR: You’re Doing it Wrong

Are you trying to process calls in your IVR as quickly as possible? Or limit the number of calls that go from the IVR software to a live customer service agent? If you answered yes to either of these questions, we have news for you: You’re approaching your IVR solution all wrong. In an attempt... Read More

Improving the Customer Experience With Preferences

Customer preferences are becoming increasingly vital in customer satisfaction and loyalty. Customers prefer one channel for a certain type of interaction and other channels for different activities. Read this article to learn more about the value of customer preferences in driving loyalty and satisfaction. Read More

Why the Voice of the Customer is a Driver of ROI

Listening to the Voice of the Customer drives lowered cost and service improvements. Because customers want to interact with their preferred devices on their own time frame, companies have adopted a cloud-based call center model for agile service delivery that accommodates change. Read More

Utilities Customer Engagement: Still Many Challenges Ahead

Some utilities are improving customer engagement, but the number is surprisingly small. According to some surveys, only 9% of utilities have a clear view of the customers they service. How can you have great customer engagement if you don't understand customer expectations? Read this article to find answers that will help improve engagements with utilities... Read More

Smart Grid 2.0 Requires Utilities to Improve Customer Engagement

As utilities seek to update the smart grid to meet the demands of our digital economy there is an increased need for utility companies to improve customer engagement. Getting customers more engaged with their electricity usage can be a challenge, but some companies are finding success. USAN offers customer engagement solutions that contribute to this... Read More

Financial Services Customer Engagement Means Customer Empowerment

Whether checking balances, transferring funds or paying bills, customers want to be able to access accounts any time of day, from anywhere, without relying on customer service call centers. Offering multiple channels through which customers can make inquiries and conduct transactions enhances self-service, and saves both the company and the customer time. Read More

How do I do “customer experience?”

Improving customer engagement means making your customer's perception of their interactions more positive—more likely to result in increased revenue, membership, market share, or whatever you're chasing. Start with your current bottom line metrics. You have to know where are you before you can tell what direction you're moving. This is key to any customer experience... Read More

Affordable Care Act Focuses on Healthcare Customer Engagement

In the healthcare sector, customers are far less forgiving of negative experience than they are with the retail, banking, and utilities sectors. The implications of this reality coinciding with upcoming changes to reimbursements should not alarm healthcare service providers. That is, healthcare service providers with a well integrated customer engagement strategy. Read More