One of the easiest ways to lose a customer is through a poor call center experience. For example, a survey by YouGov showed that 76% of consumers said that “just one unpleasant contact center experience was likely to make them take their business elsewhere”. Yet, three in ten (29%) consumers think that businesses have not changed their attitude towards customer service. Today, positive experiences are even more crucial. Through social media channels, disgruntled customers have immediate access to spread the word about poor service.
With all the technology options out there, what are the best tools a contact center manager can select to deliver good customer engagement? It turns out, one of them isn’t technology at all – it’s your brand voice. Continue reading
Telecom companies conduct themselves differently from most other companies.
Improving performance has always been an area of importance for contact centers. However, as the service industry grows to new heights, it’s important for professionals to see beyond the horizon.
For many years, the contact center industry has been using the term “multi-channel” to describe the transition from communicating by phone only, to communicating by email, chat and social media. It was this shift, in fact, that got the “call center” renamed to the “contact center”. (Today, 
Agents! Agents! Agents! Remember Steve Ballmer’s famous chant? The one where he screams “developers!” over and over again? If you haven’t seen it yet, take a quick 
If you’ve ever wandered up and down the aisles in a contact center, listening to the background drone of conversation, you have no doubt wondered about the people that work in this environment. What makes a good call center agent? Can you predict an individual’s potential – who will stay and thrive, and who won’t? All other things being equal, does personality matter for call center agents?
Today, the generation gap inside the contact center is more complex than ever, putting tremendous pressure on supervisors who can’t employ a one-size-fits-all approach to managing. Even though multi-generational staff may perform the same roles, treating every agent the same way can have undesirable effects, creating difficulty in a diverse workforce. 
When it comes to the contact center and customer service space, two analyst firms dominate the landscape of thought leadership: Gartner and Forrester. Let’s compare side-by-side what they say about some of the leading issues of the day.
Satisfying customers is a key challenge for every service company, and it’s critical to operating a successful call center. The key to both maintaining and growing customers boils down to how satisfied they are with your service. Your mission as a call center is to keep service costs low, while keeping consumer satisfaction high.
“Customer service” is no longer an isolated function for companies. These days, when customer sentiment travels at the speed of social media, it has become part of a larger, company-wide customer engagement strategy.
