The Role of AI in Customer Experience [Infographic]

It seems like everyone is talking about artificial intelligence (AI) and how it is effecting our lives at home, at work, as well as how we communicate, shop and consume media. And AI is changing the customer experience!  With the capability to not only process data, but predict insights and drive business decisions, AI will […]

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What Are Call Center Industry Statistics in 2017? Here’s what you Need to Know.

Definition of Call Center Statistics Call center statistics are data gathered about enterprise call centers that empirically illustrate both the internal and external relationships these centers have within the business environment in which they operate. They cover a variety of other areas including technological change, changes in consumer attitudes, and competitive considerations.   This takes […]

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How to Measure & Improve Call Center Average Speed of Answer

Average speed of answer is, at the most basic level, about running an effective call center by finding the fastest path to having customers’ questions answered or issues resolved. This means understanding the metrics that need to be monitored, transcribed, and analyzed in order to glean actionable insights.   Average speed of answer is one […]

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Streamlining Contact Center Processes for More Effective Use of Human Resources

Agents, teams, and contact center supervisors face an unending list of demands and expectations from customers and business owners. If you are unable to deliver on these expectations, you risk poor customer experience and diminishing profits. A common underlying factor in not meeting expectations is inefficiency. Inefficiency costs contact centers money and time.  Finding ways […]

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Ready to Get ROI on Your Great Customer Service? Think “Conversionally”

Whenever I run a webinar on how to drive ROI from customer experience, I get an unusually high number of registrants. This leads me to believe that while there are more customer experience (cx) roles than ever before, customer experience itself is not seen as an ROI generator. But thinking about customer experience as an […]

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Five Emerging Call Center Technology Trends to Watch in 2017

The newest call center technology advancements are focusing on deeper insights and customer satisfaction.   Over the past several years, call center technology has played a big part in shifting the industry’s focus towards a better customer experience.  Overall wait times are down.  Calls are transferred less often before a solution is found.  More communication […]

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State of Customer Analytics – $25 Amazon Gift Card

Hi Folks,   Respected analyst firm Ventana Research is conducting a survey on The State of Customer Analytics. Help Ventana collect data on this topic. Access the survey here: http://ventanaresearch.the-state-of-customer-analytics-2018.sgizmo.com/s3/?uniqueid=CABRcallminer.   I’ve copied the qualifications and details below: ————————————————————– Using Analytics to Optimize Customer-Related Activities and Processes   Today’s intense competition requires companies to know […]

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Voice of the Customer Analytics: The Power of VOC Insights in Improving Service

One of the biggest challenge businesses face in providing better customer service is truly understanding their customers. Figuring out why customers are reaching out and what drives their decisions, behavior, and opinions of your brand are crucial to long-term success. To create a positive customer experience, not just before and during the sale, but after […]

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How to Reduce Call Center Dead Air Space?

Silence: The Truest Expression of Scorn There is a common misconception that the rise of the Internet, social media, live chat software, and text messaging mean the phone call is slowly dying. The truth is phone calls account for 68% of all customer communications which means properly training representatives is still a critical aspect of […]

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Top 5 Metrics for Measuring Customer Satisfaction

More than 90% of unhappy customers will never choose to do repeat business with you. But, 95% will if you fix their complaint instantly according to Lee Resource, Inc. As a smart business owner or manager, your priority needs to be creating satisfied customers.   In today’s customer-focused business world, that means you need to […]

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A customer journey – how not to handle a complaint

Because of the nature of the industry I work in, I care a lot about how good companies are at delivering a superior experience to their customers – and how they respond when things go wrong.   This blog is prompted by a bad customer experience and an even worse complaint handling process. I hope […]

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How to Make your Survey Better than Nordstrom, Lowe’s, and Walmart

I know you get asked to take surveys all the time, because I do. Even the shortest business trip results in at least 5 surveys: Delta wants to know about your flight; Hilton wants to know about your stay; Enterprise asks about your car rental and on and on. But the most prevalent of all […]

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Call Center Training Best Practices

Defining call center training methods   Like in any professional field, training provides a neutral environment where staff can learn and practice their skills. It is important to provide employees with the best tools to ensure they can perform their tasks to the best of their ability.   Over the years, call centers have seen […]

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How Call Center Gamification Improves Customer Loyalty

Gamification has hit every industry over the past few years, and we’ve seen myriad ways you can use it. What has recently come to the forefront is using gamification to boost customer loyalty. And just in time. Customer loyalty programs have been flagging recently – and recent publications have argued it’s because loyalty programs aren’t […]

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CX Data Analysis: Data That Delivers Exceptional Customer Experience

Meeting customer demands can be a struggle for today’s businesses. Their expectations change from day to day, and customers expect results before they even contact you. Technology plays a leading role in these high expectations. The business community is embracing technology across all aspects of their operations. It streamlines communication and makes tedious tasks more […]

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Call Center Service Levels: Calculations, Metrics, & Industry Standards

Providing key metrics and clear numbers is primordial in any industry, and it becomes particularly challenging in the field of call centers. This is why managers have developed a number of techniques to quantify results and improve efficiency over the years. One of these methods is Call Center Service Levels.   The most basic definition […]

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One Concept that Improves All Your Customer Service Interactions

In the US market alone, there are hundreds of customer service consultants offering thousands of customer service improvement strategies which begs the question: does anyone need yet another customer service improvement plan? I think, decidedly, yes, for the simple reason that most customer service remains lackluster and inconsistent—while executives routinely believe their customer service is […]

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Identifying the Top Call Center KPIs & Metrics for Your Business

Managing a call center is no easy feat, which is why it is imperative to deploy tools that can measure progress, results and performance. The first step to charting your progress is defining your objectives. The next step is deciding what key performance indicators, or KPIs, you will use to verify how effectively your call […]

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What You Can Learn from Netflix About Big Data & Customer Engagement

Netflix is a master at showing how big data can work as a tool to create strong customer engagement and improve customer satisfaction – the next time you choose a new TV series, see the recommendations this streaming service offers based on your previous choices. This company – with its oceans of information about when […]

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6 Steps to Improve Your Customer Satisfaction Surveys

  I’ll be moderating conversations about VoC at next week’s Operations Summit and it got me thinking… It’s practically a given that every company will issue a customer satisfaction survey as part of their VoC program. But it’s NOT a given that every survey will improve customer satisfaction.   Think about your own satisfaction survey […]

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