Omnichannel Data & Analytics: Making Omnichannel Work

In our most recent white paper, we explained how companies can move beyond interaction analytics to an omnichannel world. The guide emphasized how to ensure that omnichannel efforts move in the right direction and deliver the best possible results. One of the biggest challenges here is making sure that the company’s data analytics are not […]

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Healthcare Apps Can Learn from Fitbit

The Takeaway: Healthcare providers looking to increase customer engagement through apps can look to Fitbit for successful tactics, like multi-channel engagement and strong motivators.   If only more healthcare apps could be like Fitbit. When asked about his company’s mission, Fitbit CEO James Park said:   “A lack of consumer engagement is missing…[it] is a […]

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4 Suggestions to Help Prepare for the Millennial Tsunami

Here come the Millennials, also known as Next Gen and the Baby-On-board Generation. Regardless what call you them they are nearly 98 million young adults born between 1980 and 2000 and by 2020 they will represent nearly 50% of the workforce.   Millennials are quite different then any generation before them. They view the world […]

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5 Tips for Boosting Employee Engagement During the Holiday Period!

The holiday season can be really stressful and that only increases the challenge of keeping your employees engaged at work, here are a few reasons why employees may be stressed:   1. Companies push their employees harder to meet year-end goals, yet often fail to give them adequate recognition.   2. Kids are out of […]

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“The only way to do great work is to love what you do.” Steve Jobs

FidoTrack’s first blog in Engagement Optimization revolves around a simple employee emotion but one that is incredibly absent in today’s workplace; happiness. One can argue about the reasons why it is important or why it is missing, however what is ultimately an undisputable net result of employee unhappiness is disengaged employees.   So why should […]

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3 Ways to Get More from Your Mystery Shops

At conferences, I’m often asked about mystery shopping, and it got me thinking: there are a lot of misunderstandings about what mystery shopping can and can’t do.   Some see mystery shopping as a simple check-in; others see it as too artificial for an accurate customer service evaluation. Many executives assume they get the same […]

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A Really BIG Customer Satisfaction Survey No-No

Our company recently began working with a website optimization service. As the introductory phone call drew to a close, our new account manager asked me to take a customer satisfaction survey—and told me, “That’s how I get paid.”   This was useless, awkward, and inappropriate. It showed that what I had to say didn’t really […]

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Are You Using Customer Engagement Analytics for Marketing Research?

The Takeaway: Customer engagement analytics can supplement or even replace traditional marketing research, delivering more accurate and comprehensive insight.   Customer engagement analytics solutions have the potential to deliver an unprecedented degree of insight for enterprises. When first deploying this technology, most companies tend to limit their focus to the contact center, where the raw […]

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Starbucks: Your Customer is NOT Your Guinea Pig

It was the typical noon-time rush at my local Starbucks—certainly not my favorite time to stop, but I was hungry and needed a snack. I ordered a drink and a bagel, and moved out of line to wait. My drink came out quickly, but five minutes later there was still no bagel. I caught the […]

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Are You Benchmarking OR Innovating?

Benchmarking has a history of helping businesses compete in global markets. But these days, many companies are missing out on the opportunity to innovate due to an over-reliance on benchmarked metrics.   The practice of benchmarking was born in the 1950’s with companies like GE and Toyota. Then, what was in vogue was a process […]

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What You’ll Never Get from NPS (Or Any Other Outcome Metric)

Every company has its own take on customer experience—what are your goals?   Perhaps you’re looking to stage the customer experience to strengthen customer loyalty and retention. Or, maybe you need more proactive customer service to increase First Call Resolution (FCR). Sometimes, customer surveys paint a rosy picture, but your sales numbers tell a different […]

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Using call center analytics to generate revenue

When utilized effectively, call analytics can have a big impact on a company’s bottom line.   If you’re reading this blog post, then odds are that you’re at least somewhat familiar with call analytics. These solutions are gaining traction in contact centers across the country as decision-makers come to recognize the benefits the technology has […]

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Churn is a Killer Speech App

The value of retaining customers cannot be overstated, and reducing customer churn is an area where analytics shines. Indeed, if necessity is the mother of invention, then analytics is the mother of retention.   Dave Patchen, my partner at MainTrax, has worked with dozens of clients on closing sales, capitalizing on up-selling opportunities, and analyzing […]

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Operations Can Proactively Help Marketing

When a credit union’s marketing department asked operations whether callers were mentioning their recently-launched loyalty program, they were disappointed to learn that, according to the contact center’s speech tool, very few callers referred to the Gold, Silver, and Bronze packages. However, after conducting a content audit—a manual review of a select number of random recordings […]

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Be Mindful of Marketing

In the days before speech analytics, marketing intelligence could be hard to come by. According to Jim Linkhauer, now a speech analytics consultant for Adtech Global, a provider of contact center services, the most effective data extraction tool was a box of Krispy Kremes. “When I was an operations manager,” recalls Linkhauer, “I would have […]

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A Cold Night, Hot Soup… and Great Customer Service!

by Martha Brooke on December 11, 2015     Not too long ago, I was checking into a hotel on a damp San Francisco night, when the front desk clerk noticed my sniffling and asked if I wanted chicken soup. “That’d be great,” I replied, assuming it was just a sympathetic comment and not an […]

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