The True Path to Measuring Customer Sentiment Through Speech Analytics

Sentiment analysis has become an industry phrase that has ushered in an acute focus for organizations toward as both a necessity in business success and a core differentiator in customer experience.  Sentiment analysis in the context of customer experience refers to gaining an understanding of how your customers feel about your products, promotions, brands, or […]

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How Contact Center Agent Self-Assessment Improves Results

Contact centers are just looking for love. They want their customers to adore them, striving to provide the best customer experience so these customers will return month after month. But if customer engagement rates plummet, managers are bereft, left wondering what went wrong. Was it you, the customer, or was it the contact center? For […]

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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 view […]

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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 it […]

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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

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 the development of numerous industry-specific training tools […]

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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 of […]

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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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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 for a […]

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What does customer engagement mean to you?

Recently, Marketing Week revealed that 78 percent of marketers used brand engagement as an ROI metric – yet less than half believed that it was taken seriously by business leaders. No wonder it’s difficult for businesses to commit to strategies that focus on boosting customer engagement. However, there may be a good reason for the […]

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Improve First Call Resolution Rate Beyond the Industry Standard

Call center managers are constantly looking for metrics to improve their agents’ performance. First call resolution has come front and center in that regard, and for good reason: According to Deloitte, customers identify FCR as one of the top 3 most important factors when rating their satisfaction. Companies are creating more programs to monitor FCR, […]

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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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IOT Evolution: Predictive Analytics & the Internet of Things

The Internet of Things and predictive analytics – these two technologies have an almost unlimited number of potential applications, and are already upending countless industries. Research and Markets estimated that the global IoT market will reach $660 billion by 2021, representing a 33 percent compound annual growth rate through that time. Similarly, the worldwide predictive […]

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NLP, AI & Speech Analytics in the Contact Center

The robots are coming. And they’re looking to help make your customers happy. Artificial intelligence has become a tool that contact centers have used with more frequency to work with customers. In a previous article, we delved into whether technology can surpass human intelligence. In this article, we look into how artificial intelligence is improving […]

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Employee Engagement: Companies Should Think Past “Fun”

Managers and employees alike know the benefits of high employee engagement. When prioritizing our needs in the workplace, we value a pleasant work environment over a big paycheck, according to a recent British study conducted by the Association of Accounting Technicians. For managers looking to boost engagement, the key is to find the combination of […]

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Improve Customer Engagement by Thinking Like a CEO

How is it that certain brands, in the face of wandering customer focus, are still able to strongly engage with customers? Their top leaders have a lot to do with that engagement. For example, Richard Branson, founder and CEO of Virgin Group, has always focused on being in the “experience business,” Forbes contributor Carmine Gallo […]

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Digital Customer Service Strategy Lessons from Silicon Valley

Silicon Valley has given traditional businesses a long list of lessons on improving the digital customer service. Companies in the valley have the agility to shift with consumer needs, whether it for the actual products or the way customers interact with the brand. The Valley calls it pivoting. We call it digital transformation. Put simply, […]

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