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5 Ways to Fuel Employee Engagement

With some of the latest contact center tech talk focused on chatbots and eliminating the need for human agents, it might seem strange to think about automation and employee engagement going hand in hand (and thank goodness because I would much prefer to resolve issues with a friendly human versus a robot). In a recent post, [...]

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|

Preventing the Accidental Customer Experience

It turns out, companies that performed worse on the American Customer Satisfaction Index actually performed better in terms of stock market performance. Can you believe it? True, it was an anomaly in 2013, but it happened. Historically, though, companies with higher customer satisfaction ratings actually outperform those with lower customer satisfaction in the stock market. [...]

By |July 10th, 2014|Customer Experience|

Using Social Media to Drive an Exceptional Customer Experience

You probably know by now that connecting with customers on a personal level through social media is beneficial to your bottom line, right? Though how exactly are you supposed to go about that? Do you know where to start? It’s actually not that difficult, but I can understand how getting a good foothold in social [...]

By |March 25th, 2014|Corporate Culture, Customer Experience, Innovation|

Are You Actively Listening for Feedback Across Channels?

It’s tempting to be passive and reactive when monitoring for quality. We plug into phones, look at emails sent, listen to recordings, review chat texts and assess the skills of the agents, followed by coaching. Extremely important to do of course, but are we missing other things equally important? If we are focused primarily on [...]

By |February 18th, 2014|Best Practices / Metrics, Customer Experience|

Channel Balancing Survey Results

According to a recent survey, 27% of companies use manual processes to balance resources across phone, e-mail, web and chat. Learn how new technologies can help balance your resources across all these service channels when call volume fluctuates... http://intradiem.wistia.com/medias/nqjcngryd8?embedType=iframe&videoWidth=640    

By |January 30th, 2014|Workforce Infrastructure|

The Expansion of Workforce Management into Multi-Channel Contacts

A few years ago, I could go into a room full of workforce management (WFM) professionals and ask how many people have been charged with forecasting and scheduling for channels other than phone calls, and there would just be a few hands raised. Today, every time I ask, it seems like almost every hand in [...]

By |January 28th, 2014|Workforce Infrastructure|

Contact Centers Help Recoup Mind-Share and Wallet-Share in Financial Services

Focusing on improving profitability and competitive positioning is critical in financial services in response to dynamic market and regulatory conditions. With emphasis on these two key areas, contact centers play a vital role in ensuring the customer experience lends itself to helping recoup both mind-share and wallet-share. However, financial services call centers will need to [...]

By |January 21st, 2014|Workforce Infrastructure|

What’s the Dis-Service Level in your Multi-Channel Contact Center?

Do you have a multi-channel workforce? Is it effective? When in the business of serving customers, the most important question you can answer is what do your customers really want? In the contact center, it’s simple: speed and accuracy. Customers aren’t looking for a relationship, they just want to get in and get out. They [...]

By |January 16th, 2014|Workforce Infrastructure|

Multi-Skills in the Multi-Channel Era

With the continued growth of multichannel service options for our customers, our agents face many challenges that weren’t planned for when they were initially hired for their service roles. Recent studies show that our millennial employees are able to juggle tasks and skills more easily than our older employees and Gen Y are more likely [...]

By |January 14th, 2014|Workforce Infrastructure|