We’re already well into the holiday season, and along with all the festivities and merriment, many consumers are experiencing the annual stresses of the busiest shopping time of year. Browsing, buying and connecting with customer support can be a time-consuming process, and as a result of the growing availability of digital and mobile technologies, there Read More
The longer the average handle time for contact center communications, the fewer calls a contact center can handle, thereby increasing queue times and adding to customer frustration. The average handle time is calculated by adding the total talk time, total hold time, and total wrap-up time – and then dividing by the number of calls Read More
Creating performance management processes is often a difficult task for contact center management teams. Many management teams do not know how to best evaluate employees objectively and implement processes that will improve employee performance. If current performance management processes are not working, contact center management teams should identify why the processes are not working and Read More
Contact center management may believe that everything is running smoothly in their team, but there are some deadly sins that can slowly decrease productivity and increase customer dissatisfaction. The following deadly sins, if not avoided, can kill a contact center. 1. Keeping a customer waiting for too long Whether a customer calls, texts, emails, or Read More
The modern contact center often includes updated technology, multiple communication channels, and well-trained employees.
Management spends a good deal of resources optimizing these assets to increase conversions and overall sales. Despite the latest and greatest advances in contact center functionality, however, an overwhelming majority of contact centers still make a critical mistake that prevent them from generating even higher conversions and overall sales. Read More
Successfully engaging customers requires more than a simple back and forth conversation between a customer and a contact center representative. To be remembered and make a positive impact on customers, contact centers need to think outside the box and come up with creative techniques that will help establish lasting relationships with customers.
The following four ideas are unique approaches to customer engagement that will help make a lasting, positive impression. Read More
It’s easy for contact center teams to become so busy with pressing tasks and concerns that little time or attention is left for small changes that can dramatically improve contact center performance. However if contact centers implement the following eight changes, they will make a big impact on center productivity and customer satisfaction. 1. Occupy Read More
To gain the highest possible conversions and remain relevant in their industry, contact centers must implement changes that reflect best practices that will help them optimize efficiency and offer the highest level of customer service. An all-at-once implementation of these best practices, however, can result in chaos. Customers may turn to competitors if a contact Read More
In a contact center environment that relies on efficiency in order to satisfy the needs of their customers, finding systems and methods for improving productivity is critical. Customers want to resolve their issues as quickly as possible, and contact center teams want to deploy their time and resources efficiently. The following five solutions, when implemented Read More
The ability for customers to reach a contact center through their preferred channel can be a major advantage for contact centers looking to improve customer service and increase efficiency. Moving to an omni-channel system, however, can present organization problems if contact centers do not have data that is easily accessible and can empower employees to quickly serve customers. Data integration can help contact centers organize and analyze data to better understand a company’s business performance and customer satisfaction. Read More