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Raising the Telecom Customer Experience Bar

In today’s crowded telecom market, customers have plenty of choices. As service and technology offerings have become virtually indistinguishable, the customer experience is increasingly becoming the primary differentiator for telecoms to attract and retain customers. But improving telecom customer experience isn’t easy. Traditionally, when contact centers want to improve the customer experience, they focus on changing [...]

By |November 3rd, 2015|Innovation, Workforce Infrastructure|

BPOs, Where’s Your Value Add? Strategic Partner or Cost-Benefit?

Companies typically outsource their contact center operations for two main reasons: to improve service levels or to decrease their costs. Most companies are seeking temporary increases in labor during peak periods and more consistent service levels by having additional staff available without having to pay the fully loaded labor rate. The major benefit of engaging [...]

By |October 23rd, 2015|Best Practices / Metrics, Innovation|

Improve the Omnichannel Experience, Reduce Customer Effort

Customer effort is (or should be) a huge area of concern for customer experience professionals; it's major point of contention and frustration for customers. Measuring customer effort is probably one of the best ways to understand if you're delivering a great customer experience; effort is a key driver of satisfaction and of the overall experience, [...]

By |October 15th, 2015|Customer Experience, Innovation|

Three Cases for Intraday Staffing

The truth is, customers don’t care if you are understaffed. Disruptions or deviations from the day’s forecast will always occur. The key question is how will you respond? Intraday Staffing is an important component of any effective intraday automation platform that provides you with an optimized workforce based on customer demand – whether it’s lower [...]

By |October 13th, 2015|Innovation, Workforce Infrastructure|

What Does Herd Mentality Have to Do with Your Customer Experience Strategy?

Are you following the herd or defining your own path to success? In business and in life, there's this crazy notion of the herd mentality. What is it? According to Wikipedia: herd mentality, or mob mentality, describes how people are influenced by their peers to adopt certain behaviors, follow trends, and/or purchase items. This isn't [...]

By |September 17th, 2015|Corporate Culture, Innovation, Workforce Infrastructure|

Exemplary Customer Service: It’s All About the Journey

“The purpose of a business is to create and keep a customer” – Peter Drucker Sometimes, it seems that companies focus exclusively on the first half of this equation. Sales to new customers are exciting, and resources are appropriately targeted to land new customers. Look at the continual offers coming from TV service and internet [...]

By |August 27th, 2015|Customer Experience, Innovation|

Contact Center Innovation: If You’re Good Enough, Why Change?

How do you drive contact center innovations and implement change? The answer is – not easily. Contact centers are set in their ways. They have a process and procedure that is dictated and, for the most part, they follow it. And even though most of it is done manually – and often times with mediocre [...]

By |August 25th, 2015|Innovation, Workforce Infrastructure|

Use Customer Voice to Pull Your Company Out of an Innovation Rut

How do you drive innovation within your organization? Do you think outside of the box to think outside of the box? When you're designing or redesigning your customer experience, it's critical to listen to - and understand - your customers, what they are trying to do, and how well it's going. (And then act on [...]

By |August 20th, 2015|Customer Experience, Innovation|

Intraday Automation Making Life Easier in the Contact Center

As contact center environments have become more complex, strategic business leaders are looking for innovative ways to spend less and make customers happier. A recent study by Aberdeen Group shows intraday automation might be the magic bullet – or at least the secret sauce – to how leading contact centers are managing their workforces to [...]

By |August 18th, 2015|Innovation, Workforce Infrastructure|

Manual Contact Center Productivity Tools Aren’t Fit for the Modern Era

Here's the story: A health insurance company came up with an innovation for their health savings accounts, allowing account holders to select among three pricing plans. This would allow their customers to select the plan that best fit their needs. Their market research confirmed interest in the plan, so they implemented the new account types. [...]

By |July 28th, 2015|Innovation, Workforce Infrastructure|