Rapid change brings uncertainty. If you’re in the communications technology space, chances are you’re being inundated with new options that are making the path to success a difficult one. That’s why the International Avaya Users Group (IAUG), the largest customer-led communications technology community in the world, is gathering thousands of market and thought leaders to make sense of it all. Continue reading
Tag Archives: contact-center
Executives charged with overseeing a call center face a multitude of challenges. Many fast-changing trends continue to change the nature of customer service. Meanwhile, consumer expectations have never been higher.
How should executives allocate their limited resources? Improving operational efficiencies continues to be a top objective for call center and customer service executives, but no matter how efficient you are it’s not effective unless you can create a positive customer experience.
These 5 graphs provide a peak into what other executives in the space are thinking.
As consumers, we want a good experience… no, scratch that. We want good “engagement” with the companies we deal with. And we want it across an increasing number of channels.
A recent study reports that 77% of consumers use more than one channel when seeking service, so a key ingredient to happy consumers is offering support where and when they need it.
With 88% of all organizations delivering a multi-channel service experience, the differentiating factor will now be in the quality of those interactions. How can your call center meet the rising expectations of consumers? Here are 3 “best practice” tips worth reviewing. Continue reading →
I’ve been preaching the benefits of “the cloud” for years. The advantages are obvious to many – low cost, rapid speed of deployment, scalability. But while traditional businesses have long since embraced SaaS models (try finding a company who doesn’t use Salesforce for CRM …), the call center industry has been reluctant to transition from the era of legacy hardware and professional services.
This past year, the industry has seen a real renaissance as companies of all sizes select cloud-based call center vendors. And the vendor market is growing substantially, as many upstart BPOs aim to challenge the large incumbent players.
Here are a few things to keep in mind before deciding if a cloud-based solution is right for your call center.
A few weeks ago I wrote about the growing popularity of the term “customer engagement” as the latest attempt to drive alignment between contact centers and business goals (“Goodbye Customer Experience, Hello Customer Engagement”). The core distinction between a “contact center” and a “customer engagement center”, at least according to Gartner, is that the latter has the expanded goal of “delivering the appropriate business rule to determine the next best action, information or process with which to engage the customer.”
Is there really a strong case to be made that this is a meaningful distinction? Or are the analysts guilty of playing semantics. Tune in on Feb 27 to our live Google Hangout where 4 top industry analysts will act as a jury to “try the case”. In the meantime, I have listed 4 “exhibits” below for your own consideration.
Striving for call center greatness seems simple enough – keep a constant outlook on the industry trends and changes that lead to better performance. Unfortunately, it’s harder than it sounds. Managers and executives are inundated with recommendations, but lack clear direction on which processes and technologies to change first.
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This blog usually covers matters relating to call center technology or customer service. Today’s post is going to take a slight diversion and look at some policy issues that are looming large on the horizon.
You may feel that following legislation is not part of your job, but whether you’re a contact center manager, a customer service executive or someone involved in call center IT, these issues may impact your role in the coming years. As you’ll see below, there’s a chance that even your Average Speed to Answer (ASA) may be regulated one day!
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A company’s future is bleak without loyal and returning customers. Customer satisfaction and superior customer service are top priorities for companies that want long-term success and financial rewards. The following three companies rank as first, second and third place for excellent customer service in 2013. Evaluate how your organization compares, and start your new year by using tips from these companies as leading examples: Continue reading →
The migration to the cloud is the most dramatic trend in the contact center industry today. According to DMG Consulting, the cloud market grew by some 224% from 2008 to 2012. Furthermore, they estimate that as of September 2013, more than 62% of organizations are using some type of cloud-based contact center solution as part of their operation.
Thinking about moving your call center to the cloud? Weighing the pros and cons? Trying to pick a vendor? Here are six great (and free!) resources we’ve put together from around the web. Continue reading →
Successful companies know that a focus on customer experience is essential to prosperity in the market. A wide range of technologies have emerged over the last few years to help meet the rising demands of today’s consumer, but customer satisfaction scores continue to drop. (See this recent study from Dimension Data, for example.)
Perhaps the answer is to expand the area of focus. Instead of optimizing just the experience of the customer, companies should optimize the customer engagement. Continue reading →