Ask the Experts: What Are Your First Call Resolution Best Practices?

Recent data shows that 80% of business executives view customer loyalty as their primary marketing initiative for the next year. Which metric accurately corresponds to customer loyalty? First call resolution (FCR) – often considered the most important KPI to measure and track within a call center– is directly linked to a consumer’s level of satisfaction […]

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Life Events: Serving Customers When and How It Matters Most – Andy Mattox

Babies. Jobs. Houses. Spouses. These are just a few examples of major events in people’s lives. They are the standard by which customer experience and marketing professionals must now drive experience design. Why? Life events are driven by emotion and are significant opportunities for companies to attract new customers or cement relationships with existing customers […]

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One Customer, One Organization, One P and L

In the ever evolving age of the customer, traditional business silos must be eliminated. Organizations are feeling the pressure to restructure and consolidate online and offline divisions to create a single experience. The majority of retailers still organize around channels while customers don’t differentiate their experience by channel. We are seeing more retail organizations recognize […]

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What Should You Look for in an Interaction Analytics Application?

Let’s say you know you have valuable customer data across all touchpoints (telephone, email, web chat, social media, etc.) but you don’t know exactly how to find it or to make the best use of it.  What can you do to leverage the information to better understand customer needs and preferences and, in doing so, […]

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Voice analytics can be a life saver – literally

The takeaway: Voice analytics is being used to deliver better mental health services to veterans, showing how wide-ranging the technology has become.   As many contact center leaders have discovered, voice analytics have become an exceedingly important customer service tool in a very short period of time. This technology provides unparalleled insight into both customer […]

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What Are the Best Contact Center KPIs for Your Operation?

There is a laundry list of items to keep track of in your call center. However it’s important to know how to identify specific key performance indicators (KPIs) to monitor as they can directly impact the overall customer experience. The more you understand which metrics your organization will benefit from the most, the more you […]

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7 Call Center Best Practices from Industry Experts

It goes without saying there is no one-size-fits-all solution for how to run an efficient and successful call center. While solutions such as speech analytics technology, agent scorecards, and social monitoring can help to improve agent performance and provide for a better customer experience, the fact of the matter is that each individual call center […]

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Encouraging teamwork in the contact center

Key Takeaway: Teamwork is critical for boosting agent performance and improving retention rates, but it doesn’t develop automatically – you need to take concrete steps to encourage it.   There are many factors that contribute to contact center success. Ultimately, though, nothing is more important than hiring the right agents and providing them with the […]

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Reflecting the corporate culture in the contact center

Key Takeaway: Your contact center is part of your company, and so it should reflect the corporate culture. If this isn’t the case – and it often isn’t – you need to change the status quo.   Few business leaders would argue against the importance of corporate culture for achieving broader organizational success. Businesses often […]

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Bringing gamification into the contact center

Gamification is quickly becoming a powerful force throughout the business world. A recent study from MarketsandMarkets, the global gamification market is on pace to reach $11 billion by 2020, which represents a massive compound annual growth rate of 46.3 percent during this period.   These tools and strategies can be deployed in a wide variety […]

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Leveraging analytics to gather customer intelligence

By this point, it’s no longer controversial or even surprising to suggest that the contact center should do more than handle customer phone calls. Instead, companies are starting to use their contact centers to handle client issues across a broad range of channels and focus more on generating revenue through upsells.   Yet while many […]

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Machine learning: Improving efficiency, boosting revenue in the contact center

If you’re a contact center decision-maker and you aren’t yet familiar with machine learning, then now is the time to dive into the subject. Machine learning isn’t exactly a new technology, but its impact is poised to skyrocket in the contact center – not just in 2016, but in the years to come, as well. […]

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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 to […]

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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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11 Customer Service Metrics Behind Every Successful Organization

The old adage “the customer is always right” may not always be true, but it bears repeating in today’s customer-centric marketplace.  Consider the following customer service statistics: • 76% of consumers say they view customer service as the true test of how much a company values them • 60% of consumers have higher expectations for […]

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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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“Talk Your Walk” with Branded Customer Service

Your company’s brand: it represents the qualities and values of your products and services.   So shouldn’t your customer service showcase your brand? Branded customer service gives your brand substance and depth. While your competitors are busy showing their brand simply through advertising, you’ll be cementing your brand through the lived customer experience. This is […]

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One Call Does It All: Get there with the Proactive Solutions Score

It’s a familiar scenario: you call a company’s customer service, get your problem solved…and then discover it wasn’t solved at all. It’s a frustrating experience—but a preventable one. Companies that solve all problems in one call offer the best customer experience and maximize their efficiency.   Take, for example, a guest who called a resort […]

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What’s the Best Way to Manage and Empower Call Center Agents?

In the call center environment, there’s no one-size-fits-all approach to managing agent performance.  Best practices will vary from agent to agent and organization to organization, but one thing is for certain: Proactively and consistently managing agent performance is critical to delivering superior customer service and a positive customer experience overall.   Donna Fluss notes that […]

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