Cisco© Customer Journey Platform continues to provide new tools to help you improve agent productivity and agent performance. As a part of this continuous improvement, the platform now offers automatic outbound calling for sales-oriented call centers. Your agents can now spend more time talking to customers and less time trying to reach them. Let’s explore Read More
Using Workforce Analytics in Customer Engagement Analytics
Using Workforce Analytics in Customer Engagement Analytics is the sixth in a six-part series on Customer Engagement Analytics. In this blog series, we have covered the what, why, when, who, and how of Customer Engagement Analytics. But did you know that you can use Workforce Analytics in Customer Engagement Analytics to get an even deeper Read More
How You Perform Customer Engagement Analytics
How You Perform Customer Engagement Analytics is the fifth in a six-part series on Customer Engagement Analytics. In our last blog in this series, we explored who needs Customer Engagement Analytics (Sales, Customer Service, and Customer Support contact centers, among others). Now we’ll look at how you perform Customer Engagement Analytics. First, we will describe Read More
Who Needs Customer Engagement Analytics
Who Needs Customer Engagement Analytics is the fourth in a series on Customer Engagement Analytics. In the third blog in this series, we explored when Customer Engagement Analytics is needed in the contact center. Now we’ll look at who needs Customer Engagement Analytics. Sales Contact Centers Etail, Retail, and Direct Marketers – anyone who sells Read More
Why Customer Engagement Analytics?
Why Customer Engagement Analytics is the second in a series on Customer Engagement Analytics. In the first of this series, we discussed what Customer Engagement Analytics is in terms of the call center. Now we’ll explore the top reasons Why Customer Engagement Analytics and how it can benefit your call center. Keep in mind that Read More
What Is Customer Engagement Analytics?
What Is Customer Engagement Analytics is the first of a series on Customer Engagement Analytics. So what is Customer Engagement Analytics? It depends on whom you talk to. If you talk to Marketing, you’ll typically hear about marketing automation – email responses and web activities. If you are coming from the standpoint of Customer Journey Read More
Contact Center Comics For a Quick Laugh
Sometimes working in or managing a contact center can be taxing. Customers can be disgruntled, and sometimes things just don’t go the way you would want them to. The trick to staying motivated and enjoying your job is to find the funny side of certain situations that are common in a contact center. So, just Read More
Don’t Leave Me!: Do Your Teams Know How to Prevent an Abandoned Call?
Customers do not appreciate being put on hold, and if left on hold for too long are likely to abandon a call. Abandon calls create excessive expenses for contact centers and are a waste of agents’ time and resources. Preventing abandoned calls ensures that contact centers save time and money, and ensures that customers stay Read More
4 Reasons First Call Resolution Should Be Your Goal for 2016
First Call Resolution, or FCR, is crucial to the success of a contact center. When customers are able to have their needs addressed properly the first time they call a contact center, everything from customer satisfaction to sales improve. Contact center management should make First Call Resolution a metric by which they measure success, and Read More
The Death of a Contact Center: Six Deadly Sins You Need to Watch For
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