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‘Tis the Season to Put Intraday Automation to Use in the Retail Environment

The holiday shopping season has peaked and now the “return season” is in full swing, and that means it’s anything but business as usual for the retail industry and its contact centers. The good news is that forecasted revenue is projected to be anywhere from $600 billion to $886 billion this holiday season. But with this [...]

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

The Best Way to Serve Omnichannel Customers? Just Ask Them.

It's hard to be in customer service. There are so many different – and conflicting – reports of what customers really want from you that it can be overwhelming to decide how to optimize your processes and allocate your resources. For instance, Teletech says that 28% of customers prefer to resolve issues via phone – [...]

By |December 1st, 2015|Customer Experience, Innovation, Workforce Infrastructure|

Partners are Part of the Omnichannel Equation

Are you considering all of your channels when you think about the omnichannel experience? In last month's post, I wrote about improving the omnichannel experience to reduce customer effort. In my closing statement, I mentioned that I'd write next about a channel that you may not think about when you’re making the transition and the [...]

By |November 18th, 2015|Customer Experience, Innovation|

Technology and Changes in Customer Behavior

It wasn’t that long ago that there were just two ways a person could buy something; either in a store or through the mail. Today the typical mail order purchase has been replaced with the ability to go online, either through your computer or mobile device. And instead of the merchandise arriving in four to [...]

By |November 5th, 2015|Customer Experience, Innovation|

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|