Customer Experience

Visual IVR – Because Talk Isn’t Cheap

Customers are still calling. Despite the investment in self service portals, speaking avatars and social media, your customers are still calling you. In fact, industry statistics show only around 20% resolve their issue on their own without calling your contact center. Customers Love Mobile Capabilities The Internet and mobile devices have had a huge impact [...]

July 8th, 2015|Customer Experience, IVR, Self Service|

Contact Center Support: Don’t Get Caught in the Rain

Whilst on a camping holiday to celebrate the Independence Day Weekend, I was reminded of the importance of preventative maintenance as it relates to contact center support. Not because I spent the weekend pondering new ways to deliver exceptional contact center support (which, by the way, I did). Weathering the Storm It was because during [...]

July 7th, 2015|Customer Experience, Support and Maintainance|

What Does Your Call Abandon Rate Really Mean?

The definition of Call Abandon Rate is simple; It's the percentage of calls which come into the contact centre but are abandoned by the caller before reaching an agent.  If X is the number of calls handled by agents, and Y is the number of calls coming in, then your call abandonment rate is (1-(X/Y))*100. Understanding the [...]

June 15th, 2015|Customer Experience, Visual IVR|

Contact Center innovation Is What You Need

The economic challenges of recent years have forced many enterprises to look for cheaper and more efficient solutions. This has also led solution providers to diversify, adding low cost options and new revenue streams to retain customers and attract new business. Cloud hosting and multimedia channels are two clear examples in the Contact Center innovation [...]

April 7th, 2015|Customer Experience, Innovation|

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

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 [...]

March 16th, 2015|Customer Experience|

Who is in Charge? The Shocking Truth about Customer Power

A tidal wave of change is impacting organizations the world over - and it's taken everyone by surprise. That's the dramatic message of an e-guide published by PSS Help entitled Customer Power: Who is in Charge? Packed with startling revelations and deep insights about customer power, the free report will help companies to adapt, survive and [...]

March 3rd, 2015|Customer Experience, Customer Power|

Customer Power: Help, A stranger just seized our boardroom agenda!

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 [...]

February 25th, 2015|Customer Experience, Customer Power|

Customer Satisfaction: The 12 Trends That You Should Be Paying Attention To

We're in the Age Of The Customer, which means senior management are not in control of how customer-centric their businesses are, but customers are. To keep customer satisfaction and loyalty to your brand, Forrester have identified the top 12 trends for customer satisfaction and loyalty that you should be paying attention to in 2014. DELIVER [...]

February 13th, 2014|Customer Experience|

Customer Complaints Every Second in 2013

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 [...]

February 12th, 2014|Customer Experience|

Misrouted Calls Frustrate Customers

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 [...]

November 26th, 2013|Customer Experience, IVR, Self Service|