The Hybrid Customer Contact Center

In the last post, I talked about the Big Buckets. One bucket holds transactional (self-service) events. One contains interactional (live-agent) events. And the third is home to the hybrids: events that are both transactional and interactional. That third bucket—let’s call it the blended bucket—could soon be the biggest bucket as more and more companies adopt... Read More

Omnichannel KPIs – A New Focus

As contact centers evolve into omnichannel centers, they’ll need to establish and track new KPIs that accurately measure value and success. That means taking new approaches and establishing new metrics that map to omnichannel strategies and goals. Here are a few examples of each. New Approaches Qualitative as Well as Quantitative We’ve been primarily focused... Read More

Omnichannel Villains

There is a widely believed superstition that an omnichannel investment is expensive, complex and disruptive. Central to this myth are twin villains: the first is Rip and the second, Replace. Their shared mission: drive up omnichannel costs to the point where it’s an unjustifiable investment, with slow payback and weak ROI. Rip and Replace is... Read More

How to Show Customers Respect: The Gen X Edition

  How to Show Customers Respect: The Generation X Edition   Every customer wants respect and, of course, you want to give them that respect. The question is: How? What’s perceived as respectful by one generation may be perceived as an inconvenience by another. We’ve previously taken a look at how the values of Millennials... Read More

How to Show Customers Respect: The Millenial Edition

  When it comes to customer service, every generation wants to be shown respect. Obvious? Yes. Easy? No.   Respect means different things to different people. In order to show proper respect to your customers, you need to understand who they are and what they value. Here are five tips for showing Millennials respect that... Read More

How to Show Customers Respect: The Baby Boomer Edition

Regardless of who they are, everyone wants respect. That’s especially true when it comes to engaging with customer service. It’s also true that everyone perceives respect differently. While your customer service agents might mean well, their interactions with customers might not be coming through as intended. Here are five tips for showing respect to Baby... Read More

Metaphor Workforce Gamification: Simple as Child’s Play

There’s often resistance to deploying any new data-driven application. The anxiety is that there will be headaches and trauma associated with it. All the data mapping and validation and custom field development and so on. And while call center management is willing to endure that in order to create core WFM capabilities, they get a... Read More

What the Experts Say About Customer-Centric Quality Monitoring

As contact centers continue to expand customer interaction channels with an eye toward improving the customer experience, many are finding that traditional quality monitoring processes also need to evolve. Michael Gregorio, director of product management at USAN, joins a panel of industry experts in offering advice and explaining best practices for agent self-evaluation, QM scoring... Read More

The Value of Managed IVR vs DIY IVR

When does it make sense to consider letting a Managed Services organization handle your IVR? The answer lies in your own organization. Do you have the right amount of people, equipment and other resources you’ll need to maintain a first-quality system? Read More

Five Tenets of Improving the Customer Experience

This article presents five simple principles of customer service improvement that companies must adhere to to achieve success in today's highly competitive marketplace. With references to articles from industry associations and publications, this is one article you should re-read from time to time to keep your customer service objectives in sight. Read More