April 23, 2014

Success in Selling Starts with Hearing the Telling

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As I stepped out my front door recently, I nearly trod on a GPS windshield mount (the kind with the giant suction cup that loses suction at the most inopportune moments) that someone had left on my front step. I don’t own a GPS other than Google Maps on my iPhone. Someone clearly thought it (Read the full article)

So what exactly is Voice Biometrics, and how can it help your business?

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More than one customer has asked us this recently, so we thought we’d take this opportunity to clarify the capabilities of Voice Biometrics technology for the Contact Center. Voice Biometrics can confirm the identity of a person by comparing their voice to a stored model or “voiceprint” – similar to a fingerprint, and even more (Read the full article)

Customer Service Lines are Changing For The Better

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From the 13th of June 2014 it will be illegal to provide an 0845 number for a customer service line in the UK. Businesses as a legal requirement will have to provide a standard rate number as part of their customer service lines (for example an 01, 02 number) this is a result of 63,000 (Read the full article)

IVR Reporting…AAAARRRRGGHHHH!

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My IVR is up, and customers are responding to prompts—with voice and DTMF. My agents are taking calls. And I haven’t the foggiest idea what they’re doing in that “black box”   Everyone Wants Something Different So let’s start by being fair. IVR reporting is a giant black hole. Marketing wants one thing. Ops wants another. (Read the full article)

Top 12 Trends for Customer Satisfaction and Loyalty

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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 customers satisfied and loyal 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 (Read the full article)

What Makes A Multilingual Contact Center Work?

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Many companies operate in more than one language, but the people charged with building and managing the contact center are not always used to thinking multilingually. Here are a few reminders and pointers for a successful multilingual contact center. Some may be obvious, but I can assure you that each of the points below has (Read the full article)

Optimizing the Desktop in a Multilingual Contact Center

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Many companies operate in multiple languages, but the people charged with building and managing the contact center aren’t always used to thinking multilingually, especially when it comes to the agent desktop. It’s Complicated, no Question Callers (or callees for outbound contact) expect to use their own language, or at least the language they do business (Read the full article)

User Acceptance Testing

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User acceptance testing (UAT) frequently encounters a number of difficulties. Users often “don’t have time” to participate in UAT, and when they do, UAT tends to involve considerable effort that still misses a lot of bugs. In turn, there’s often a lot of finger pointing, which no doubt further contributes to the unpleasant taste often (Read the full article)

Too Much Data Not Enough Insight

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Are your staff in entering data into spreadsheets from multiple sources? Are your staff even entering data into spreadsheets from multiple contact center reports? How many of your staff are busy compiling your data rather than trying to make sense of it?   Have you ever stopped to add up the cost? Manual consolidation can (Read the full article)

What Would A “Secret Shopper” Say About Your Business?

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Do you really know what your customers are experiencing when they call into your business? Are your agents transferring too many calls? Are your customers having to repeat the same information? when they hang up, what are they saying about you? Are You Experiencing: A Spike in complaints Agents transferring too many calls Low first call (Read the full article)