Measuring and improving call center metrics can be a pain point for executives. Your call center operates in a stressful environment where good quality metrics lead to a higher standard of customer service. This guide will help you improve 6 key call center metrics for better performance and future success. Continue reading
Tag Archives: white-paper
I spend a lot of time researching and reading whitepapers in the customer service and contact center industry. Understanding changing consumer preferences and upcoming trends is essential in today’s competitive environment. Plus it lets us share cool new stuff with our loyal subscribers.
To spread the love even more I thought I would share 3 whitepapers that I’ve thoroughly enjoyed in my readings. If you’re a contact center, also take a look at the sneak peak of our slides for next week’s webinar! We’ll be chatting about abandon rates and CSAT levels with a special guest speaker. Hope to see you there! Continue reading
There 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
Every single time a customer comes in contact with your brand, whether it’s in-store or online, each interaction is a touch point that contributes to the customer experience. Consumers are demanding more and their choices are ever expanding, which means that better service and improved experiences will lead to greater customer loyalty. But how do you know where to start and what to measure?
These 10 customer service, customer experience and customer expectation statistics are what you need to know for the coming year, and beyond. Continue reading
Every business strives to do the best possible job acquiring and keeping customers. Doing those two things consistently, and doing them better than the competition, is no small challenge. Yet, many businesses lose customers every day through the simple act of putting them on hold. This is an entirely preventable source of customer dissatisfaction.
The best way to eliminate hold time is to add call-back functionality to your call center. Call-backs improve customer satisfaction and reduce churn by:
• Making the call center experience more enjoyable.
• Reducing abandonment rates.
• Converting more web and mobile visits into calls.
Traditionally, call-back solutions have been expensive and difficult to deploy. Today, Fonolo offers a cloud-based call-back solution that is quick to deploy, and very affordable. 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
It’s an understatement to say social media is making an impact on customer loyalty. According to Sprout Social, 74% of consumers rely on social networks to guide purchase decisions. The effects are pervasive and difficult to track. Benefits include the opportunity to directly connect with consumers, while risks include brand damage and security perils. Companies cannot afford to entirely avoid social media.
Lessons From All Generations
The three generations making most purchasing decisions today are:
- Baby Boomers
- Generation X
- Generation Y/Millennials
The call center is going through an exciting and speedy transformation, quite unprecedented in its long history. Emerging technologies, changing consumer behaviors, and fierce competition present new challenges and exciting opportunities for managers.
The gap between customer expectations of phone-based support and reality is greater than ever. Over 80% of people prefer a phone call for customer service, but only 8% of them feel the service they receive is ‘excellent.’
Be sure to read the following list of call center trends that will help shape your support strategy in the coming year and beyond.
Customer service has never been as exciting or quickly changing as it is today. New technologies, empowered consumers, and a difficult economic climate are creating new opportunities and challenges for organizations.
Businesses recognize its importance. According to Forrester, 90% of customer service decision makers think that good service is critical to their company’s success, and 56% use it to create a competitive advantage.
The following list of customer service trends will help shape your support strategy in the coming year and beyond.
With the end of the year approaching, the predictions are rolling out! Last week, we were treated to two massive slide decks from respected analysts, Mary Meeker and Henry Blodget. Meeker of Kleiner Perkins released the Internet Trends Year End Update report and Blodget of Business Insider released The Future of Digital. With 250 slides combined, these decks covered every angle of the digital and internet economy, but one area that stood out from both was the momentum of the smartphone revolution.
This past year we also saw powerful studies on the direction of the call center (e.g. the American Express Customer Service study which I wrote about here). When you combine that data with the data from Meeker and Blodget, the picture is clearer than ever: The smartphone is the biggest thing to happen to the call center since the dial tone.
