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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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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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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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 […]

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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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FCR – One Call, That’s All

In the musical theater adaptation of Leo Tolstoy’s War and Peace, the lyrics to the song, “No One Else” begin with: “First time I heard your voice / Moonlight burst into the room.” It’s just a hunch, but given Tolstoy’s lack of references to call centers, this lyric is probably not referring to agent-customer conversations. […]

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What Is Wrap Up Time in the Call Center?

In today’s increasingly consumer-driven landscape, it’s more important than ever to strengthen relationships with customers.  Research, in fact, shows almost 75% of companies plan to have a customer-centric strategy in place over the next two years; 43% of businesses plan to have a strategy in place within a year or less. One of the challenges with […]

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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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