CRC Section: 5 Evolutionary Changes That Will Impact Contact Centers

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Change is afoot, but what’s driving that change should come as no surprise. The trends listed below are a response to the times. New technologies, new security concerns and a required focus on customers, employees and the bottom line will shape top contact center initiatives.
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CRC Section: Contact Center Metrics Scorecard

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Successfully transforming the contact center is not merely about adopting a customer-centric mindset: it is about acting. To assure that action is effective, businesses must identify their current gaps – and implement plans to bridge them.

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CRC Section: A Thousand Customer Journeys Start With One Phone Call

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As I discuss customer journeys, focusing on not using capital letters and air quotes, I ask for the team to begin by describing a typical phone call a customer service agent might facilitate. By narrowing the conversation to a single engagement cycle, we quickly find the key aspects of the interaction that have the greatest correlation to customer feedback scores.

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CRC Section: Is your contact center as intelligent as it could be?

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Contact centers are dynamic environments, and supervisors are constantly using data to manually make changes to optimize scheduling and performance. But we’re living in the Age of Automatic Response. What if the contact center’s “central brain” could analyze the constant flow of data and make adjustments automatically? With the Workforce-Intelligent Contact Center (WICC), it can. And in the process of doing so, agent performance, operational efficiency and the customer experience are all strengthened. 

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CRC section: How Serco is building a quality framework that really works

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The P&Q Challenge provided crucial and timely insight for outsourced service provider Serco when the business was evaluating its quality processes. Claudia Thorpe, Industry Content Expert spoke to head of process assurance and quality Julia Ashman, Head of Process Assurance and Quality to find out just how participation in the programme helped her and her teams…

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CRC Section: How to make users fall in love with your IVR system

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A recent study conducted by eLoyalty shed light on how consumers perceive traditional IVR systems. The results unravel a love/hate relationship – users prefer a live agent over the automated self-service despite acknowledging IVR systems as useful to them. In the attempt to equilibrate between financial efficiency and the best possible customer experience, the traditional IVR system can in may times disrupt this fine balance. Where did it go all wrong?

CRC Section: 5 Call Center Tech Trends That Have Become Mainstream in 2014

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Customer service has always been the competitive battleground for businesses.

That’s why all call centers are always on the lookout for new methods to create a more effective customer experience strategy.

With the emergence of new technologies and channels, this year brought an across-the-board opportunity for call center operators to boost their game.

As we come close to the last quarter of 2014, let us have a quick look at the five critical tech trends that came on the scene this year and are continuously driving changes in the call center landscape.

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