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Customer Success: Cost Reduction with Automation

What would it mean to your center if you could improve first call resolution (FCR)? Or reduce overtime pay? For our customers, this means significant cost reduction. Take a look at some of their recent successes: 4.5% Increase in FCR: This leading telecom provider needed a way to improve agent performance. Providing training quickly and [...]

How to Boost Agent Morale with Real-Time Automation

Your agents are crucial assets to your contact center. Serving and supporting your customers each and every day, they truly are the voice of your company. Are you recognizing and celebrating their achievements? Many companies recognize their agents in a variety of ways during Customer Service Week. A recent Forbes article suggested some ideas such [...]

UK Utility: Weathering the Storm with Real-Time Automation

Mother Nature doesn’t adhere to WFM planning processes, and can unleash nasty storms with little warning or time to prepare. Real-time spikes in call volume due to storms and outages are a reality of life in the utility industry. To be prepared, many utility companies choose to staff a surplus of agents and run call [...]

By |September 5th, 2018|Customer Experience, Real-Time Automation, Training / Coaching|

Customer Community Continues to Create New Value through Innovative Use Cases

In this July edition of our Customer Community Use Case Story Round-up, we're looking at the innovative ways customers are achieving their cost take out goals with real-time contact center automation. Check it out: 4 Second Reduction in AHT This top telecommunications company needed a way to achieve a significant cost savings through greater efficiencies [...]

By |July 26th, 2018|Agent Engagement, Customer Experience, Innovation|

Holidays on the Horizon: Is Your Contact Center Prepared for the Chaotic Months Ahead?

Though the holidays bring a surge in sales for many businesses, that usually translates to an increased volume of customer support requests. Even the most prepared service groups can experience chaos in the contact center during these months. I experienced this firsthand during my time as Director of Global Workforce Optimization at a Fortune 25 [...]

Are You Using Customer Feedback to Improve Processes?

Sometimes we become so involved in the design, execution and gathering of data that we may not observe what is really going on with our customers and center agents. Here’s one thing I think we can all agree on. Surveys are everywhere. They are coming from your grocery store, your favorite restaurants, online shopping sites [...]

Following Call Center Procedures (Including This Bad One)

Let’s face it…most agents want to be great agents. They want to keep their customers happy and that’s what we managers want too. Unfortunately some companies find ways to create negatives and obstacles that make it impossible for an agent to be successful in creating the best experience for their customers. One story I heard [...]

By |September 20th, 2017|Best Practices / Metrics, Customer Experience|

A Rose By Any Other Name… Agent Word Choices

When coaching with our agents, we have many important skills to focus on such as listening, use of empathy, following correct procedures and engaging with our customers. One skill that can be overlooked is word choice, in other words the words and phrases that an agent uses either in writing or when speaking with customers. [...]

How Competitors Help Improve Your Experience

What are your competitors doing with CX? I do hope you have answers for this! But are your answers up to date? And do they lead to action? I’ve heard many business leaders say they don’t check their competitors’ customer experiences at all! They say things like “We pay close attention to the market” or [...]

Solving the Mystery of the Missing Empathy

Chapter One:  Detective Holmes had solved many cases and now she had been brought in to a call center to solve one of the most challenging cases she had ever had. "Empathy” was missing and no one knew why or where Empathy had gone!! This may not be a best selling mystery book opening, but [...]