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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Multi-Tasking & Active Listening for Call Center Agents

Sometimes it feels impossible to not multitask within a given workday. When on the phone with a customer, agents are responsible for juggling the incoming information that a customer provides while processing data presented on the screen in front of them. Have you ever noticed how exhausted you feel after doing that for several hours? The […]

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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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Leveraging Natural Language Processing To Its Fullest

Leveraging Natural Language Processing To Its Fullest Twenty years ago or even ten, if we were seen talking to our laptops and smartphones, we would have gained the stare from quite a few people around us, not anymore. Devices these days especially smartphones come equipped with technology that allows us to voice our demands and […]

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Call Center Ideal Call Flow Scripts: Helping or Hurting?

Ideal call flows are a great tool for contact center agents to interact with customers. These scripts give agents an expectation of how the call will proceed and can even ease anxiety when agents aren’t sure what to expect or if they’re new to the job. Sales and collections agents use call flows frequently – […]

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4 Examples of Common Customer Engagement Misconceptions

As is the case with most buzzwords, customer engagement has a fuzzy definition, which can make it difficult for companies to create strategies that improve customer satisfaction and experience. As a result, engagement has a large number of misconceptions, which can stop contact center leaders from taking full advantage of the benefits that customer engagement […]

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Will Technology Surpass Human Brains?

The takeaway: While artificial intelligence continues to advance, it does not have the ability to replace humans in situations that require creative and flexible thinking. Has Artificial Technology Progressed Enough to Replace Humans? A recent discussion on Engagement Optimization started by Pulkit Jain brought up an unnerving question: Can technology surpass human brains? The technology […]

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The True Path to Customer Sentiment Through Interaction Analytics

Sentiment analysis has become a household phrase in this “era of the consumer” that has ushered in an acute focus for organizations towards customer experience, as both a necessity in business success and a core differentiator.  Sentiment analysis in the context of customer experience refers to gaining an understanding of how your customers feel about […]

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How to Identify Your Customer Engagement Optimization Priorities

The Takeaway: Customer experience objectives should take precedence over technology when aiming for customer engagement optimization. It’s a simple question with a complex answer: What’s the best way to improve the customer experience at your company? An obvious step in the direction is to optimize customer engagement. A recent survey found that “improving the customer […]

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Does Average Handle Time (AHT) Matter?

I see a lot of chatter on my various social feeds around Average Handle Time. The major thrust of the communications is that AHT is now useless as a metric for anybody other than planners and to understand how effective you are at transacting with customers it’s all about measuring Customer Experience (CX), having effective […]

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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 school, making […]

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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 managers […]

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Key Takeaways & Highlights from LISTEN 2016

Last week, CallMiner hosted our eighth annual LISTEN user conference and customer engagement analytics event.  LISTEN 2016, which took place at the beautiful Opal Sands Hotel in Clearwater Beach, Florida, featured sessions, keynotes, and roundtable discussions on speech analytics, customer experience, call center efficiency, and more.   At its core, LISTEN is an event designed […]

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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 insights […]

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7 Tips for Providing Exceptional Customer Experiences

If your company isn’t taking the customer experience seriously, you should be. Research shows, by 2020, the customer will manage 85% of his or her experience with an enterprise without interacting with a human.  Add to that statistic the fact that, within just a few years, the majority (89%) of companies will compete mainly on […]

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7 (More) Call Center Best Practices

There is no denying that an efficient call center is one where agents address customer concerns in a prompt and thorough manner, creating meaningful relationships with customers at each and every point of interaction. But, the question is: What does it take to establish a well-organized and efficient call center? Earlier this year, we brought […]

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