Call centers are rapidly evolving to meet consumer demands and exceed customer expectations. The industry strives to stay ahead of new technologies to boost productivity and enhance the experience for callers. From cloud-based offerings to the evolution in channel preferences, the overload of information is keeping call center executives on top of their game. Continue reading
Tag Archives: contact-center
It’s no surprise that keeping call center agents engaged can be a real challenge, given the repetitive nature of the job (answering an endless stream of phone calls) and the metrics-based approach used to track performance. Often, management is more concerned with the numbers of calls handled than the well-being of call center staff, creating few incentives for agents to focus on the customer experience.
Improving agent morale takes more than just an attitude adjustment. It requires recognizing that there’s more to the call center than just efficiency and productivity, and the application of many of the same approaches used to keep upper echelon workers incented.
Many successful companies have learned the importance of maximizing every opportunity to interact with customers, rather than treating contact centers as just cost centers. Here are some of their approaches for improving caller satisfaction. Continue reading →
The call center industry relies heavily on understanding the trends that affect client communications and ultimately lead to customer satisfaction. With new technologies, channels, and expectations, it’s essential that leaders stay on top of their game to offer the best customer experience.
Here are the top 12 trends that contact center leaders need to understand and address this year, in order to stay competitive and deliver a great customer experience. Continue reading →
Now that we’ve entered the frigid month of January (at least for us folks in Toronto), it seems fitting to take a look back at the year of 2013. While stats, trends, and quotes seemed to be the talk of the town, infographics didn’t appear to receive the same amount of attention. Luckily Fonolo is here to fill that gap! These graphical elements are a fabulous representation of information and data that can be easily and quickly understood.
Here are our top 3 contact center infographics from 2013. Continue reading →
Thanksgiving is one of those rare occasions when call center employees get a well-deserved break (unless you happen to work for Butterball’s “Turkey Talk Line“). For many, however, the norm throughout the year is an overloaded and understaffed call center, leading to frustration for callers stuck on hold.
According to a recent Zendesk survey, despite the uptake in multi-channel support, phone-based customer service isn’t declining. The fact is, regardless of the channel, rising consumer expectations are driving customers to pick up the phone to get their issues resolved. Continue reading →
Often prospective customers will tell me that hold times “aren’t an issue” with their call center. This is usually an indication that there’s more to the story. Because, more often than companies want to admit, hold times are an issue with their customers.
There are three distinct reasons why most contact centers want to eliminate hold time in their service organization. Continue reading →
Last week, Fonolo hosted a Google Hangout to discuss the future of the customer experience. This great panel of industry experts shared their comments and stories on some of the biggest stats and trends affecting the customer experience. To save you some time, we’ve extracted video snippets from each topic.
Let’s take a quick look at the panelist introductions: Kate Nasser The People-Skills Coach™, Annette Franz from CX Journey, Roy Atkinson from UBM Tech-HDI, Rachel Miller from Nimble, and Shai Berger from Fonolo. Continue reading →
The use of text-based chat for customer service has exploded in recent years. According to a recent report from Forrester, its use increased 43% between 2009 and 2012. Contact centers are drawn to live chat because a single agent can handle multiple simultaneous chats, as opposed to only one simultaneous voice call (which leads to lower average cost-per-call or cost-per-contact).
Another reason live chat has been so popular is that it aligns well with the new communication habits of consumers, especially younger ones. In terms of new channels for customer service, the rise of live chat can really be seen as parallel to the rising popularity of social media. Both are text-based and asynchronous modes of interaction. Chat is private and one-to-one, while Twitter and Facebook are public and one-to-many. Continue reading →
Last week we published a list of top analysts covering the contact center space. Those folks are a terrific resource for following the rapidly evolving call center industry. In the same spirit, we are publishing a list of top analysts covering the topics of customer service / customer experience.
These topics have a lot of overlap, since a finely-tuned call center is essential for delivering a good customer experience. There is so much overlap that, in fact, some of these analysts could have gone on either list. We did our best to segment them appropriately.
Here is the list, in alphabetical order.
- Megan Burns
- Sumair Dutta
- Paul Hagen
- Elizabeth Herrell
- Esteban Kolsky
- Kate Leggett
- Richard Snow
- Bruce Temkin
- Ed Thompson
Below you’ll see a short profile of each analyst including title, area of focus, representative quote and recommended reading. If you think we’ve forgotten anyone, please let us know in the comments. Continue reading →
Improving and enhancing the customer experience is an ongoing goal for most service organizations. In a recent Forrester survey, 93% said the customer experience is among their company’s strategic priorities. However, the reality is that only 37% of companies have a dedicated budget for improving customer experience initiatives.
There seems to be an ongoing struggle between balancing the customer experience and cost. In a survey of 609 contact centers, 52% identified themselves as cost centers. A disappointing number since this is the one human interaction consumers can depend upon. Unfortunately, those call centers and service organizations will ultimately suffer in the end.