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Whitepaper: 3 Proven Ways to Reduce Abandon Rates in the Call Center

By Daniela Puzzo on August 26, 2014
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3 Proven Ways to Reduce Abandon Rates in the Call CenterThere are three things we can all agree with when it comes to phoning a contact center: Callers don’t like to be on hold, agents don’t enjoy talking to callers who have been on hold, and no call center wants to have long hold times. Unfortunately, these things occur all too often. It should come as no surprise that call abandonment is on the rise, as call centers are being asked to do more with less, while facing increasing call volumes (growing at 20% per year).

You can only tell customers that “your call is important to us, please be patient” so many times before they simply hang up the phone. Each abandoned call reduces First Call Resolution (FCR) rates and, more importantly, becomes a bad memory for that customer. Continue reading →

How to Maximize the Benefits of Call-Back Technology

By Jason Bigue on August 20, 2014
1

How to Maximize the Benefits of Call-Back TechnologyInvesting in a call-back solution is a strategic way to lower abandon rates, smooth out spikes in call volume, improve the customer experience and lower telco costs. When implemented correctly, companies can quickly realize a positive ROI.

Call-back technology covers a broad spectrum. At the call center, “virtual queuing” or “virtual hold” allows callers to replace hold-time with a call-back. On the web, “click to call” or “click to call-back” makes it possible for customers to trigger a call-back, from an agent, directly from a company’s website. And “mobile click to call” or “tap to call-back” extends this same functionality to the mobile phone.

Given the many ways companies use call-backs, there’s not a single one-size-fits-all approach for all call centers. But there are a number of key ways companies can maximize the benefits of call-back technology. Continue reading →

How Your Brand Voice Can Improve Customer Engagement

By Shai Berger on August 12, 2014
4

How Your Brand Voice Can Improve Customer EngagementOne 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 Tools: 4 Tips to Help Self-Service Options

By Lindsey Patterson on August 5, 2014
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Telecom Tools 4 Tips to Help Self-Service OptionsTelecom companies conduct themselves differently from most other companies.

The perception is that since they provide a service for a defined area there is little (if anything) customers can do in order to harm them. Your only choice is to use the service or move out of the provider’s area.

That said, they still must provide support to their customers and ensure customers are happy with their brand. The question then becomes, what do you do when customers don’t like the service, the support or both?

Follow these four tips for guaranteed customer satisfaction: Continue reading →

4 Clever Ways to Drive Call Center Performance

By Daniela Puzzo on July 31, 2014
1

4 Clever Ways to Drive Call Center PerformanceImproving 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.

Aside from some of the traditional ways of driving performance, which often involves rigorously tracking call center metrics, what other smart and simple methods can you use?

Let’s have a look at 4 easy ways you can drive call center performance today. Even if you just adopt one new approach, it can make a world of difference to your overall results.  Continue reading →

Why Omni-Channel and Multi-Channel Will Ultimately Mean the Same Thing

By Shai Berger on July 15, 2014
2

Why Omni-Channel and Multi-Channel Will Mean the Same ThingFor 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, 77% of consumers use more than one channel when seeking service.) In parallel, retailers have been using the term “omni-channel” when talking about how the in-store experience relates to the experience on the phone and through web and social channels. Continue reading →

3 Important Strategies for Agent Engagement

By Shai Berger on July 10, 2014
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3 Important Strategies for Agent EngagementAgents! 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 look, because that’s how you should feel about the agents in your call center.

Mr. Ballmer was trying to convey just how important developers were to Microsoft. What made this impactful to audience (of mostly developers) is that Mr. Ballmer wasn’t a technology geek at heart, like his predecessor Bill Gates. So when Mr. Ballmer, the man known more for his relentless sales tactics, proclaimed that it was “all about developers” it really meant something.

Agents are the heart of your call center and if you want them to be engaged maybe it’s time for a Steve Ballmer moment. If you’re not quite comfortable with that kind of performance, here are 3 other ways you can boost agent engagement. Continue reading →

Does Personality Matter for Call Center Agents?

By Jason Bigue on July 9, 2014
2

Does Personality Matter for Call Center Agents?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?

I reached out to a number of contact center managers and asked this same question. The answer, to my surprise, was “not really”. Continue reading →

Clever Ways to Motivate a Multi-Generational Workforce

By Jason Bigue on July 3, 2014
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Light bulbToday, 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. Continue reading →

The Contact Center’s Future – Forrester vs. Gartner

By Shai Berger on July 1, 2014
1

The Contact Center’s Future – Forrester vs. GartnerWhen 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.

We’ll take a look at some recent opinions given by the top analysts at each firm regarding the topics below and how they affect customer service and contact centers.

  • Cloud & SaaS
  • Multi-Channel
  • Mobile
  • Social Media

Continue reading →

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