July 28, 2015

Are You Sending Your Agents into a Gunfight Armed with a Penknife?

Frustrated lady agent

In today’s competitive field, providing best possible customer experience has to be a priority. Rising expectations put a lot of pressure on Contact Center agents; customers are used to having instant information on their phone,  seamlessly moving between text, email, social media,  the net, oh and yes phone calls! How can the agents keep up? Business is losing the (Read the full article)

Help! A stranger just seized our boardroom agenda!

smug boardroom

Imagine your next meeting with other senior executives. All seems normal until an unfamiliar face enters the room – and starts to circulate their agenda. Wild thoughts race through your mind … have I missed something? … Have we been taken over? … Is someone else in charge now? In many ways, the answer to (Read the full article)

Customer Complaints Every Second in 2013

frustrated

There were 38 million customer complaints about products and services in 2013 meaning there was a complaint every 1.2 seconds, made by dissatisfied customers about products or services. According to Ombudsman Services, which helps resolve disputes between consumers and providers, the energy, broadband, mobile companies and property sectors had the highest number. Who complains, and (Read the full article)

Misrouted Calls Frustrate Customers

Speech Analytics

Callers often find themselves on misrouted calls to the wrong place, which results in them being transferred. Frequently they have to start again when speaking to a second agent, which causes a high degree of caller frustration and leads to the perception of poor customer service.   Misrouted calls – The Black Hole Sometimes calls (Read the full article)

Comsumer Device Spending To Outstrip Enterprises

iPhone-5S

Apple with its latest product launch and the parade of headlines around the gold iPhone, the plastic iPhone, the faster processor, better camera and improved operating system have made waves with the market, with consumer device spending set to rise what does its launch mean for the enterprise? Signs point to iOS 7 and the (Read the full article)

Speech Analytics

Speech Analytics

Understanding how to increase customer satisfaction, optimize the customer experience and improve operational efficiency are major targets and challenges for all contact centers. Discovering the reasons customers call a company and what causes customer dissatisfaction can go a long way  in being able to improve these metrics One of the ways to identify areas for improvement (Read the full article)

Contact Center Gamification Improves Performance

Contact Center Gamification

According to recent research ‘service workers’ such as those in contact centers are 3% less engaged in their work than they were in 2009 proving a struggle with job satisfaction in this particular sector. Poor levels of engagement and happiness at work result in poor customer service. ‘ The Actively Disengaged are emotionally disconnected from their (Read the full article)

Customer Experience – Rules for Inbound Customer Calls

Customer Experience

Let’s run through the emotions of an average customer experience scenario. The customer is frustrated because they are experiencing poor service from the provider and needs to speak with a representative. They call and have to listen through a batch of irrelevant choices. This makes the caller even more frustrated. The option for an operator (Read the full article)

Customer Experience Can’t be An Efffort

Customer experience

Customer Experience is the latest  topic driving businesses, especially those consumer-focussed ones who have principle interactions with customers through their contact centre. The costs of delivering the optimal customer experience must be weighed against the ultimate target of running a profitable and growing business, which can be a juggling act. Inconvenience has its price.  Asking (Read the full article)

Customer Experience Impact from Mobile Growth

BYOD - Copy

A new report Mobile 2015 looks at the recent development of the mobile phone market. It describes some of the key attributes of the market, who have been the main companies influencing the markets and how and why they have been performing the way they have. Finally it highlights to companies that anybody whose business is influenced (Read the full article)