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Customer Service


Contact Centers Adapt to the Next-Generation of Customer Experience

Tuesday May 29th 2012 10am Rated 7 2 Comments Customer Service Experience Social Service
Bad customer experiences are no longer kept between the customer service phone representative and the customer. Instead, they are being publicized via social networking sites. For this reason, brands have forced customer service teams to evolve their business models from cost focused, to value added, and most recently customer experience fixated. Customer Service has officially become part of the Brand Experience.
Community

Bad IVR's

Thursday January 20th 2011 11am Rated 3 2 Comments Technology IVR Customer Expectations Customer Service Management
The 1976 film, "Network" gave us the phrase "I’m as mad as hell, and I’m not going to take this anymore." Well that's how I feel about the folks that have given us IVR systems with more options than a human has fingers! What rational human being could possibly authorize the release of an IVR with ten options?
Community

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...
Community

Why Customers Become Difficult…

Tuesday February 22nd 2011 10am Rated 2 2 Comments Customer Service Management Quality
If we look at this from the customer’s perspective, they often are calling due to a breach of an implied contract.
Community

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!

Making Customers Feel Bad: Not Good Policy

Thursday February 23rd 2012 4pm Rated 0 2 Comments Customer Service Relationship Manangement
A story about a family outing to a favorite retailer gone bad...
Community

Eight Essential Writing Skills for Contact Center Managers

Thursday May 12th 2011 1pm Rated 6 1 Comment Customer Service Communication Email
Contact center managers need excellent writing skills. If they can’t write, they can’t share what they know and influence others. As contact center managers strive to make their voices heard in the organization, communicate the needs of the center, and finally get a seat at the proverbial table, they need to know how to write clearly.
Community

Want Deeper Customer Loyalty? Focus on your “Brand Warmth Factor”

Thursday July 7th 2011 10am Rated 3 1 Comment Customer Service Relationship Manangement Customer Loyalty
A new ground-breaking study has revealed the hidden drivers of brand purchase and loyalty. And contact centers relying on classic marketing strategies may be surprised by the results. The Relational Capital Group, with researchers at Princeton University, found that customers assess brands the same way they instinctively perceive and judge people---on the basis of warmth and competence...
Community

One More Time, What Is the Value of Customer Service?

Thursday June 9th 2011 8am Rated 3 1 Comment Customer Service Metrics Measurement
The world of customer service and support still lacks the depth of respect that it deserves, it’s improving each year, but it’s still a struggle to prove that the contact center is more than a black hole. Fulfillment operations where upselling is a routine part of the contact center business has an easier time making a case that they matter to the bottom line of the business. All other types of contact centers have to show their value almost every day.
Community

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.

CCA Conference in San Diego; Energizing!

Thursday March 28th 8am Rated 1 1 Comment Conference Customer Service Community News
We just wrapped up our Spring 2013 conference in San Diego and I have to say it was energizing! There is nothing like getting together with other professionals in the industry. I understand the ease of social media and connecting online, but those interactions rarely leave me feeling pumped up to get things done.


Three Years Is Too Long To Wait

Tuesday February 21st 2012 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.

Multilingual Call Centers – A Closer Look at Meeting the Needs of Limited English Proficient Customers

Thursday December 8th 2011 9am Rated 1 1 Comment Customer Service
Multilingual call centers are those that provide services in various language offerings, ensuring the needs of all customers are met. Call centers that provide multilingual support have many advantages over traditional call centers. They create a positive customer experience, increase efficiency and agent productivity, improve customer service standards and drive sales and revenue in new markets. In today’s global business environment, call centers need to offer some level of multilingual support to remain competitive.

IVR Black Hole / Consumer Reports and the Contact Center…

Tuesday December 14th 2010 1pm Rated 1 1 Comment Call Handling Customer Service IVR Continuous Improvement Technology Retention
Remember your customers when you program prompts! Contact Centers are responsible for the best and worst Consumer Reports rankings...
Community

From the Customer's Perspective

Wednesday October 27th 2010 2pm Rated 1 1 Comment Call Handling Customer Expectations Customer Service
Why is it so difficult to get a human on the phone?
Community


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.
Community

Preparing the Contact Center for Emergencies

Tuesday May 3rd 2011 10am Rated 7 0 Comments Disaster Recovery Management Customer Service
Every member of a contact center’s leadership team should ensure that each subordinate leader and each employee has an understanding of their individual roles when an emergency plan is activated. In this article we’ll explore some the characteristics of emergencies and how leaders can prepare their employees.
Community

CCA Question Series

Friday January 11th 7am Rated 3 0 Comments Customer Service Trending
It is 2013 and time to try a few new things to shake it up! Many of us have come back from the holiday with a renewed spirit to make a difference, make a change, make a mark, and make it up! (Just checking to make sure you are still with me).
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