Experience

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

Article

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.

Article

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

Article

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

Tuesday April 3rd 2012 12am Rated 2

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.

Article

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?

Community

Article

Optimizing the Customer Experience

Monday August 23rd 2010 3pm Rated 1

0 Comments Customer Customer Service Strategy Agent Experience Manager Optimization Contact

Transform high-level strategic goals into tactical operational tasks and activities throughout the enterprise.

Article

Don’t Let Budget Cuts Damage the Customer Experience

Monday August 23rd 2010 11am Rated 1

0 Comments Quality Training Models Staffing Agent Budget Customer Employee Experience IVR Supervisor Turnover Contact

How can you compromise without sacrificing quality? Ideas to ensure that your contact center keeps delivering on the brand promise.

Article

Measuring Customer Handle Time: Introducing ACTI

Monday August 23rd 2010 9am Rated 1

0 Comments Call Handling Metrics Measurement ACD Customer Experience IVR Management Manager Quality Contact People

Introducing ACTI — a new metric that aligns service quality and efficient delivery for a lasting impact on customer loyalty and costs.

Community

Article

CCA Online Summit: Frequently Asked Questions

Monday November 5th 2012 8am Rated 0

0 Comments Experience Quality

Article

Session 403: Creating a One-Call Experience

Wednesday April 25th 2012 7am Rated 0

0 Comments Contact Customer Experience Conference

Increased first-call resolution, decreased frequency of transfers, and enhanced customer experience. Does this sound like your call center’s wish list? This session will focus on how Hershey Entertainment and Resorts merged the reservation process for multiple operations into one call center that equipped its agents with the training and resources to provide guests of their destinations with a one call experience.

Community

Article