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What is First Call Resolution? Benefits, Challenges, Examples, & Best Practices for Improving FCR

Definition of First Call Resolution First-call resolution (FCR) is an important contact center metric and element of customer relationship management (CRM). The term is self-explanatory: a contact center’s ability to resolve customer problems, questions or needs the first time they call, with no follow-up required. FCR not only helps gauge customer satisfaction – the higher […]

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41 Marketing and Sales Experts Reveal the Most Under-Utilized Way to Capture the Voice of the Customer and How to Better Leverage It

Capturing the Voice of the Customer (VoC) is widely regarded as one of the best methods for gaining insights into customer preferences, requirements, and feedback about a product, service, or company as a whole. These insights are valuable to businesses seeking to boost customer satisfaction, develop new products and services in line with customer demands, […]

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What is the FDCPA Fair Debt Collection Practices Act? Definition, Tips, Best Practices, and Compliance Challenges of the FDCPA

Definition of the Fair Debt Collection Practices Act The Fair Debt Collection Practice Act (FDCPA) is a federal law approved in 1977 that legally protects debtors from abusive, threatening, and unfair debt collections performed by third-party debt collectors. The act applies to what would be considered consumer debts – those debts accrued for personal, family, […]

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ACI Partners with CallMiner to Deploy Speech Analytics Company wide

This post originally appeared here: http://www.americancoradiusinternational.com/2017/03/aci-partners-callminer-deploy-speech-analytics-companywide/ American Coradius International LLC (www.acillc.us), a leader in 1st and 3rd party debt collection services, has partnered with Massachusetts-based CallMiner to launch CallMiner Eureka Speech Analytics companywide. CallMiner will be deployed across nearly 200 seats, 2 delivery centers and over 20 client relationships. This partnership will allow ACI to leverage […]

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What is the Telephone Consumer Protection Act (TCPA)?

A Definition of Telephone Consumer Protection Act The Telephone Consumer Protection Act (TCPA) was enacted by Congress in 1991 to restrict telemarketing calls and the use of automatic telephone dialing systems and artificial or prerecorded voice messages. In 1992, the Federal Communications Commission (FCC) adopted rules for implementing TCPA and included a requirement for organizations […]

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Are you ready to deliver next generation customer experience through an Omnichannel Contact Centre?

Post by: Frank Sherlock, VP, International, Sales It is safe to say that it’s now well past the time to call ‘omnichannel’ just a buzzword. I just attended the CCW 2017 Conference (https://www.ccweurope.com/) and the main theme:  NextGen Customer Contact: Delivering a connected customer journey through digital and omnichannel, seems to confirm this notion.  Consumers expect more […]

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100 Call Center Management Tips: Expert Insights and Advice for Hiring and Training Call Center Agents, Motivating and Engaging Your Team, Workforce Management, Technology, the Metrics That Matter, and More

Managing call centers today involves much more than scheduling agents to staff the phone lines. Working as a call center agent is a stressful endeavor, and it’s up to you as a manager to cultivate a positive working atmosphere, foster a sense of ownership, and motivate your team to succeed. Of course, technology advances now […]

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What Is Voice Analytics? Definition, Tips, Best Practices, and Challenges of Voice Analytics

Definition of Voice Analytics Voice analytics are the use of a voice recognition tool to analyze and record a spoken conversation. Not only does voice analytics software translate speech to text, it can also identify speaker emotion and intent by analyzing audio patterns. This software was first leveraged for commercial purposes in the enterprise in […]

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Watch Brian LaRoche Present at CCW Online March 14th, 2017

Watch our own Brian LaRoche present at the upcoming coming CCW Online Event focused around Customer Experience Game Changers. This event is an online preview to CCW Digital’s premier event, the 18th Annual CCW, taking place June 26-30 at The Mirage in Las Vegas, NV. CCW Online Customer Experience Game Changers “The Efficient vs. The […]

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What is the CFPB Consumer Financial Protection Bureau? Definition, Tips, Best Practices, and Compliance Challenges of the CFPB

Consumer Financial Protection Bureau Definition The Consumer Financial Protection Bureau (CFPB) is an agency of the United States government set up after the financial crisis of 2008 in order to protect the rights of consumers in the financial services industry. The CFPB has jurisdiction over areas including banks, credit unions, securities firms, debt collectors, foreclosure […]

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Top Call Center Conferences 2017: 49 Must-Attend Events to Learn the Latest Trends and Technologies for Boosting Call Center Performance

Top Call Center Conferences 2017: 49 Must-Attend Events to Learn the Latest Trends and Technologies for Boosting Call Center Performance Call centers remain the most important customer channel companies have; indeed, Forrester claims that 73% of consumers opt to call when they need service, and a study by Arizona State University finds that customers are 11 […]

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How Marketers Can Leverage Big Data for Customer Experience Insights: 35 Marketing Experts and Customer Experience Pros Share Their Top Tips for Leveraging Big Data to Improve CX

Everyone’s talking about Big Data and the power it holds to transform marketing initiatives from making random guesses and  hoping something sticks to strategically refining and focusing marketing strategies with laser precision. But Big Data alone doesn’t magically transform your results; true transformation lies in how you leverage data to your advantage. For many marketers, […]

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What is After-Call Work (ACW) or Post-Call Processing? Tips, Industry Standards & More

A Definition of After-Call Work After-call work, also known as post-call processing or agent wrap-up time, refers to the tasks agents must complete after a call is completed. In some cases, these terms are used to indicate the time between two inbound calls, or the time during which agents are unavailable to take another call […]

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Customer Experience Trends to Look for in 2017

Customer experience (CX) refers to the interactions between a customer and an organization that occur for the duration of the business relationship. In recent years, customer experience has grown in value to supersede product quality, value, and customer service. Companies that deliver superior customer experience beat the competition by retaining customers, growing their bottom line, […]

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What is Interactive Voice Response (IVR)?

A Definition of Interactive Voice Response Interactive voice response (IVR) is an automated telephone system that interacts with callers and gathers information about the purpose of the call to route callers to the appropriate individual or department. In response to automated queries, callers enter information using either voice or by making selections from pre-determined options […]

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What is Sentiment Analysis? Examples, Best Practices, & More

A Definition of Sentiment Analysis Sentiment analysis is a method for gauging opinions of individuals or groups, such as a segment of a brand’s audience or an individual customer in communication with a customer support representative. Based on a scoring mechanism, sentiment analysis monitors conversations and evaluates language and voice inflections to quantify attitudes, opinions, […]

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What is Mini-Miranda?

Definition of Mini-Miranda Mini-Miranda is a legal warning debt collectors are required to use at the beginning of communications with consumers, both written and oral. It’s a requirement set forth by the Fair Debt Collection Practices Act (FDCPA) and is aimed at preventing debt collectors from contacting consumers under false pretenses, instead clearly identifying the […]

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Use Big Data for a chance of having a Big Year in 2017

Post by: Frank Sherlock, VP, International, Sales “AN AGE of uncertainty is upon us” according to The Economist. Many other sources suggest that 2017 will carry a lot of unknowns, both for businesses and individuals alike. We could just wait and see what happens. But, as the saying goes, “failing to prepare is preparing to fail”. In a world of uncertainty, being able to make informed […]

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Why You Should Add Predictive Analytics to Your CEM Toolbox

You’ve no doubt heard this statistic before: It costs 5X as much to attract a new customer as it does to retain one.  Yet research shows that the majority of organizations are still prioritizing customer acquisition over retention, with fewer than half of survey respondents citing customer satisfaction as a key goal. In today’s consumer-driven […]

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How Companies Can Best Leverage Customer Data

In today’s fast-paced, consumer-driven marketplace, customer communications channels abound.  Gone are the days of simply picking up the phone and contacting customer service.  Instead, customers communicate with companies through numerous channels, including social media, email, live chat, and more. So what does this mean for companies looking to provide optimal customer experiences? In order to […]

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