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Customer


First Call/Contact Resolution; the Customer’s definition…

Tuesday August 24th 2010 9am Rated 3 2 Comments Benchmarking Customer Service Metrics First Call Resolution Strategy Satisfaction Customer Contact Data
You need to have the right data to determine your definition of FCR...
Complimentary

Steps For Attacking Adherence Problems

Monday March 14th 2011 12am Rated 2 2 Comments Workforce Customer
Ask workforce management professionals about their biggest problem and many will tell you that it is schedule adherence.

A Few Points on Why We Celebrate Customer Service Week

Monday October 4th 2010 10am Rated 2 2 Comments Customer Customer Expectations Customer Service
As a leader, make sure you get involved in celebrating CS Week with your team! It is important to celebrate the people that are on the front lines ensuring our success!

How to Evade Shopping Cart Abandonment

Tuesday December 27th 2011 12pm Rated 2 1 Comment Customer Experience Budget
It seems to happen for no apparent reason, and it appears that there’s no way to prevent it—or stop it once it’s started. Any retail business with an online shopping website fears it, yet very few know how to deal with it. Exactly what is this ever increasing, revenue-damaging phenomenon? It’s a common occurrence known as shopping cart abandonment—when a customer buying from a retail website fills their cart with items to purchase, but they never follow through with a transaction. Some revisit the site to purchase items later, but the majority of customers never return.

T. Rowe Price - A Profile in Service

Wednesday October 6th 2010 9am Rated 2 1 Comment Contact Customer Customer Service Data Workforce Relationship Manangement Quality Management
Chris Hufman, Vice President at T. Rowe Price Colorado Springs, sat down with CCA for an exclusive two hour interview. Mr. Hufman is responsible for one of three contact centers serving over 3 million customers.

Three Years Is Too Long To Wait

Tuesday February 21st 10am Rated 1 1 Comment Customer Service Data Customer Metrics
Statisticians have estimated that in a lifetime of 70 years, the average person spends at least three years waiting. Waiting is an inevitable and even necessary aspect of human life. We wait in line at the grocery store, for red lights to turn green, and for movie trailers to finally stop so we can see the movie we paid to see.

The Clouds Two Biggest Impacts on the Contact Center

Tuesday May 31st 2011 12pm Rated 1 1 Comment Customer Management Virtualization Workforce Remote
Cloud-based contact centers are hot in the industry today. Stories appear in popular trade publications and the topic draws standing-room-only sessions at contact center industry events. The buzz around cloud, or virtual, contact centers isn’t just hype -- leading analysts have diligently studied the growth, drivers and impacts of this delivery model.
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Addressing the “ Customer Evolution” with Voice of the Customer Analytics

Tuesday August 2nd 2011 10am Rated 0 1 Comment Analytics Customer
"Our customers are changing, and we need to connect with them to understand what they value, what they don’t, and how they wish to be engaged. The need to become customer centric has never been greater."
Complimentary

Wisconsin Physicians Service

Wednesday August 25th 2010 1pm Rated 0 1 Comment Customer Feedback Inbound Management Training Contact People
WPS uses emotion detection, word spotting and analytics to break down interdepartmental barriers and improve service.
Complimentary

Four Key Strategies for Building Emotional Connections with your Customers

Tuesday November 1st 2011 10am Rated 7 0 Comments Customer Customer Advocate Customer Service Experience
Contact centers are at the forefront of the customer experience. But every day, they have a unique opportunity to do something far more important than answer questions and place orders—that is, to create an emotional connection with a customer. After all, sometimes they may be the only human interaction a customer has with a company.
Complimentary

How to Be a Good Contact Center Supervisor, Part 1

Thursday December 23rd 2010 10am Rated 5 0 Comments Customer Culture Management Manager Team Process Project Management
This is the first of several articles that will explore the challenges of supervision in today’s contact center. In almost every organization on the planet earth, a customer with a problem, a complaint or billing error that has not been solved by an agent asks to speak with a supervisor. More than most organizations, the role of the supervisor in a contact center is...
Complimentary

Full Contact: Contact Center Practices and Strategies that Make an Impact

Friday November 12th 2010 8am Rated 4 0 Comments Contact Customer Culture Management Career
Listen in on this interview with Contact Center humorist, analyst and now author Greg Levin.
Complimentary

Experiential Customer Insight Collection & Reporting

Thursday September 29th 2011 8am Rated 2 0 Comments Customer Management Reporting
When we think about our priorities, "do what you're judged on" is the usual corporate mantra. As contact centers are primarily assessed on metrics, it can be challenging to justify contact center management spending time on anything that doesn’t specifically help make those numbers.

Social Engagement Management: The Next Generation - Part: 1

Thursday September 29th 2011 8am Rated 2 0 Comments Social Media Management Customer
It is nothing less than amazing, how in such a short amount of time social media has taken over our personal and business lives. Starting out as a college networking site, Facebook now only 7-years old, is the go to place for everything from keeping in touch with friends to researching purchase decisions, to creating content about things you like and dislike.

Expanding the Contact Center’s Reach

Thursday August 26th 2010 2pm Rated 2 0 Comments Automation Process ACD BPO CRM Customer Technology Contact
CBPA is a promising technology to increase efficiency, cut errors and boost customer loyalty. Selling it to senior execs may be the challenge.

Moments of Truth: Drive Organizational Value through Every Interaction

Wednesday August 25th 2010 11am Rated 2 0 Comments Experience Customer Expectations Organizational Value Accessibility Agent Customer Customer Service Management Manager Contact
Are your processes distracting frontline agents from providing world-class service?
Complimentary

Improving Quality Measurement and the Overall Customer Experience – Means Moving Into the Gray

Tuesday April 3rd 12am Rated 1 0 Comments Customer Experience Quality Management
Today, savvy organizations realize that providing a better customer experience is what is going to set them apart and give them the competitive edge. In order to keep improving this customer experience, it has to be monitored, measured and coached, which is the basis for strong quality management.

Social Engagement Management: The Next Generation - Part: 2

Thursday October 13th 2011 10am Rated 1 0 Comments Customer Management Social Media
In Part One of our article (presented in Insider Newsletter, October 3) we looked at the rapid pace in which social media has evolved not only in our personal but also business lives. We also looked at the impact social media is having on the contact center industry. As contact center professionals, there are certain challenges we face in trying to adopt social media into our business and adapt to the new “social operating” model.

Support and Sales Success With Technical and Complex Products and Services

Tuesday August 9th 2011 11am Rated 1 0 Comments Sales Customer Contact
One of the most challenging issues impacting contact centers is the explosion of technology, science, and overall complexity in products and services in both the B2B (business to business) and B2C (business to consumer) markets. The result is a growing bilateral disparity of technical proficiencies between contact center agents and customers.

Building a Positive Culture into Your Hiring Process

Thursday April 28th 2011 10am Rated 1 0 Comments Customer Contact Management Agent Hiring
There is no better time to make a positive impression on a candidate than during the hiring process. We often think of that period of time as the opportunity for the candidate to impress us, but if we are attracting the right type of candidate they should be “hiring” us as well. In the contact center it is critical to attract the best employees because they are handling our greatest asset, the customer.
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Tweets You Care About


  • MoveTweet (IamOkema) Superb read on how companies are re-thinking business & using #SocialMedia to explore http://t.co/7vGvzBqh | #business #leadbiz #custserv
  • JobServeLtd (JobServe) RT @TravelJobsAgent: New #Job Catering/ Hospitality/ Travel Experience Wanted #Liverpool http://t.co/B8rbsKjH #Hiring #Permanent #CustomerService
  • UpwardlyMe (KC @Upwardly.Me) Alternatives to Verizon - Skype, Grasshopper, Google Talk, VoicePlus...Verizon should realize they don't OWN the phone biz #CXO #CustServ
  • PunksatonyPics (Chris) You know what, having a root canal done without the aid of drugs is preferable to dealing with anyone from @ThreeUK #customerservice #haha
  • SarahHedayati (Sarah Hedayati) The Importance of Management Coaching http://t.co/k2cfNRO4 #custserv #cctr via @ImpactLearning
  • Blankita_n10 (Blanca Navarro) con la fokin groceria no van a lllegar a ningun lado man #customerservice #staples #winchester
  • socialskipper (Sally-Anne) Thank you SO much Chrissy at @cwonderstore for the amazing customer service this morning!! #custserv #win
  • mbarbagallo (Michael Barbagallo) #CustomerService week in review for week ending 5/12/12 http://t.co/sn7EoGcV #custserv #cctr #custexp
  • TravelJobsAgent (Travel Jobs Agent) New #Job Catering/ Hospitality/ Travel Experience Wanted #Liverpool http://t.co/B8rbsKjH #Hiring #Permanent #CustomerService
  • ServiceVantage (Jeff Bennett) @grazie1110 Absolutely. A little personal attention and patience go a long way. #custserv
  • rachelloumiller (Rachel Miller) Call Center Coaching — How Far Do Responsibilities Go? http://t.co/mMqlbn1Y #cctr #custserv via @ImpactLearning
  • callcenterdr (Mary Bartels - Cook) Accent shows off new facility in Jeffersonville http://t.co/GFStPGBc #cctr
  • rlconrad7 (Ryan Conrad) Looking for case studies done on having Cust Serv Depts telecommute. Any info is appreciated! #CustServ #customerservice
  • TELUSsupport (TELUS Support) RT @Jany_Jang: @TELUS @TELUSsupport Shout outs to Lorey for her great #customerservice over the phone - need more bubbly personalities like her ;)
    



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