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Why Operations VPs Need To Encourage Internal Customer Service Excellence

Recently I had a support team manager tell me that she had received feedback from a VP in the operations area of the company where she worked. He told her that he thought that all this “engagement” by her agents in emails and on calls to internal customers and co-workers was unnecessary “fluff”. She told [...]

Earn a Seat at the Table

I hear it all the time. Your company is focused on the customer. There are customer-focused initiatives — perhaps your company has created a customer experience (Cx) team, and is hiring new people to stock it. A ton of customer research is being done – surveys and focus groups are carried out, journey maps are [...]

WFM: From the Back of the Bus to Driving the Bus

Research shows that 85% of organizations view the customer experience provided through the contact center as a competitive differentiator. Yet 45% of customers can’t remember having a positive customer experience! At the same time, today’s buyers are more empowered than ever. Not only can they do their own research online, but they can also use [...]

How to “Green” Your Contact Center

Making “greener” choices in the contact center can benefit both the environment and your bottom line. It can even help to attract and retain the best staff. According to a survey conducted by the Society of Human Resources Management on HR and environmental sustainability, 49% of businesses with green workplace practices claimed these environmentally conscious [...]

The Top Five Obstacles to Customer Centricity and How to Overcome Them

Note to reader: This series of blog posts is based on the results of research undertaken by Peter Lavers and Intradiem for a customer centricity webinar that aired live in March 2016. (Access the on-demand version of the webinar) The Research We asked participants to answer 10 questions relating to potential issues that their companies [...]

Financial Services Contact Centers: Intraday Automation Puts Your Customers First

Today’s financial services contact centers face many challenges when it comes to delivering an exceptional customer experience. In addition to dealing with a portfolio of highly regulated products, there are generational chasms with varying expectations, demands and tolerance level across multiple channels. Additionally, the industry is facing technological updates. In a recent survey, 53% of [...]

By |January 20th, 2016|Customer Experience, Innovation, Workforce Infrastructure|

How BPOs Can Turn Idle Time into Productive, Billable Time

In the past 40 years of working with contact centers, I’ve seen a lot of change. The technology in today’s contact centers changes daily, becoming more and more complex. Sophisticated algorithms, forecasting and scheduling programs try to predict call volume and match it with the right number of agents at the right time, but then…the [...]

By |January 5th, 2016|Innovation, Workforce Infrastructure|

Planning Ahead When Your Contact Center is Already Behind

It’s the end of the year. A time when your corporate partners are taking time off to rest and recharge. They’re building their plans, getting ready for next year. How can they grow the business? How can they deliver even more customer value? What about you? For many B2C contact centers, this is the busiest [...]

By |December 29th, 2015|Workforce Infrastructure|

‘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 “New Normal” for BPOs

We’ve always done it that way – and that’s the problem. It’s a common scenario. A large, global outsourcer with 70,000-plus employees across the globe is responsible for handling customer care calls for a major client. The expectation is a service level of 80% of calls answered in 20 seconds or less. Call volume fluctuates [...]

By |December 3rd, 2015|Workforce Infrastructure|