Today is “National Scavenger Hunt Day”, a day created to enjoy the good ol’ fashioned fun of a scavenger hunt. The first documented scavenger hunt was organized by gossip columnist, songwriter, and professional hostess, Elsa Maxwell (May 24, 1883 – November, 1963), as a party game. Her birthday now marks its origin. For those who have never played before, a scavenger hunt is a game where teams hunt for a list of random items, each item may have a riddle indicating its whereabouts. The first team to successfully find each item on the list wins.
Tag Archives: call-center
A well-defined company culture is crucial to the morale of any business. Organizations like Amazon and Zappos have created customer-centric brands that are directly reflected in their customer service. For contact centers to cultivate a customer-centric culture, managers must be diligent about producing teams with like-minded characteristics. In fact, Zappos is happy to fire employees if they do not fit within their culture! Don’t make firing a habit, instead, recognize who is cut out for the job and design a strategy that breeds success. Continue reading →
With 30 years of experience, ICMI’s reputation for selecting speakers and bringing the most knowledgeable experts together is unsurpassed in the industry. This year’s show will welcome 1500 attendees, 100 speakers, 75 sessions, and 100+ of the top solution providers (that’s where we come in!) in a jam-packed expo hall. You’re sure to leave the event with a ton of important information and the ability to apply new strategies to your call center. Continue reading →
It’s no secret to the savvy traveller that most leading airlines will limit the amount of empty seats to help boost profits. The problem is, when flights get overbooked paid passengers have to be “accommodated” to give up their seat, or in Delta’s case, it makes it difficult to rebook passengers whose flights have been cancelled. The airline industry is certainly getting its share of bad press lately. Although, unlike the abomination of an innocent bystander being ripped from a United Airlines flight, at least Delta has good reason for its negative publicity.
Last week, Atlanta was hit with severe thunderstorms, flash floods, and hail resulting in a logistical nightmare for Delta Airlines. The storm came crashing in on Wednesday, but the cancellation of flights trickled into Friday, and by the end of the week 3,000 flights had been cancelled!
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Every day at Fonolo, we’re involved in helping companies improve their customer experience. It’s a tough task because there are so many moving pieces involved. Many consumers don’t realize how many things a company has to get right in order to deliver a good experience. They only notice the flaws; and then complain loudly.
When a company wants to focus on improving its customer service operation, the first question that comes up is, “how will we measure the improvement?” The most common answer to that question is “Net Promoter Score”. At least, that’s been the case for the last decade, but things might be starting to change.
St. Patrick’s Day is a great excuse to drink green beer, dress up like a leprechaun, and embark on shenanigans with those close to you. Unfortunately, for most contact center agents, St. Patrick’s Day is just another day at the office * cue the violin *.
Why not take this opportunity to engage your agents by putting together some fun St. Paddy’s inspired games? They’ll soon forget about missing out on those packed pubs and impending hangovers with some friendly competition between co-workers. Plus, you get to enjoy a boost in agent morale and excess energy from all that chocolate and bonding!
We’ve put together 5 fun games that are easy to execute in any office and will make your agents feel lucky to have a manager like you: Continue reading →
Having an omni-channel contact center is becoming increasingly important as channel options are diversifying and consumers are using more touch-points to interact with companies. Consequently, 87% of customers say brands need to put more effort into providing a seamless experience across all channels. In order for businesses to remain competitive, reduce customer churn, and drive sales, contact centers must optimize their cross-channel experiences. Continue reading →
The recent renaissance in self-service has been driven by several factors. First, the past 20 years of online commerce have allowed us to hone the technology and techniques for making good self-service interfaces – first on the web, and then on mobile devices. The art and science of building good user experiences (UX) has become a mature profession. Second, the smartphone revolution brought that UX to everyone’s pockets. Third, the majority of today’s consumers are very comfortable with these tools and actually prefer them to human interaction. (The younger they are, the more strongly they prefer self-service, so this bodes well for the future.)
The growing popularity and effectiveness of self-service implies that its counterpart, human-assisted service, i.e. the purpose of call centers, is on the decline. Sure, there are some transactions that still require an agent, but if one extrapolates from current trends, isn’t it reasonable to assume that eventually all interactions will be self-serve? Does that mean centers are headed for obsolescence, like floppy disks and 8-track tapes? Not so fast.
Last week Network World published an article called CRM and Contact Center are on a Collision Course. The collision thing is a good metaphor. In fact, what’s happening is a multi-vehicle collision involving CRM, Contact Center plus “Unified Communications” and “Customer Service Management”. The boundaries between all four have become quite hazy.
We also don’t have a name for the superset of it all. Which means we can’t even say “X is disrupting the Y space”, because we’re not even sure what “Y” is anymore. (And actually, it’s hard to state cleanly what the “X” is.) A massive part of the technology landscape is in a flux and we lack good terminology to even talk about it! Let’s at least try to fill in those two blanks.
Are you having a rocky relationship with your contact center? Maybe you’ve been a victim of long hold times, poor customer service, or having to repeat an issue over and over to different agents. At first, like many relationships, both sides are willing to work hard and even overlook some of the red flags. But over time, once loyalty has developed, its possible that things might get a little too comfortable, taking for granted how hard it was to earn your admiration in the first place. With better communications, it’s possible for your relationship to mend, but if interactions stay the same or get worse, it might be time to cut ties and find a new call center to love.
How do you know if your call center is worth loving? Here are 3 areas to consider: Continue reading →