Contact Center | CPI's Blog

Avoid Customer Servitude - Part 3

Christy Green We’ve been talking about the importance of providing a superior customer experience by making it easy for your customers to work with you. In my last two posts, the first 6 steps I outlined were focused on setting up web self-service and properly optimizing your site to give customers an omni-channel experience. Today’s suggestions are about tracking and measuring, which are equally important, but often overlooked!

Video: Meet Gen Y - An Intriguing Customer Service Presentation and Panel Discussion

Chris Dellen

Did you know that by 2017, Gen Y will outspend Baby Boomers? This year alone in the U.S., Gen Y will collectively shell out $240 billion. That incredible buying power from such an intriguing generation poses unique challenges for contact centers. How do we provide quick, personalized service to Gen Y? And which communication channels should we be using to serve them? These are real questions that you’re likely struggling with in your contact center. And if not yet, you will be soon!

How to Avoid Pitfalls in your CX Contact Center Overhaul

Christy Green

Improving customer experience is top of mind for most companies these days, but how do you do it? Where do you start?

Considering that consumers are adopting new technology at a faster rate than businesses, and that leveraging new technology will likely be the cornerstone of many CX improvements, the challenge is how to maximize your investment, while also making sure you deploy solutions that are seamless. The book Eight to Great offers some sound advice, based on the experience of thousands of companies around the world.

The Omni-Channel Contact Center

Christy Green

While traveling recently, I had to call my credit card company to notify them that it was actually me making those charges outside the country. After wading through their IVR, I put in the requested info to identify myself. Then I was transferred to an agent. Guess what the first thing was I had to do? Provide the exact same info I had just input. That agent couldn’t help me because I was traveling internationally, so they had to transfer me. When I reached the second agent….you guessed it, I had to start all over. All this while making an international call. Unfortunately, this type of transaction wasn’t even an option on their website.

Simple Technique to Reduce Average Handle Time and Increase Customer Satisfaction in Your Contact Center

Chris Dellen

When I visit contact centers and bring up the metric, Average Handle Time (AHT), I receive many different reactions. In one camp, there are those that are completely focused on squeezing every drop of efficiency out of their contact center. In the other camp, there are those who don’t even bother to measure AHT because they want to make sure that agents are empowered to solve their customers’ problems, even if it takes hours (literally) on a call to do it.

6 Keys to Successful Chat Deployment in your Contact Center

Christy Green

Live chat is one of the best ways to get instant communication with a company. In a survey of 2,000 consumers for a 2014 Customer Service Benchmark report from eDigitalResearch, 26% of the survey respondents had used live chat to communicate with a brand within the last 12 months and satisfaction rates were high. 73% said they were 'extremely satisfied' or 'satisfied' with the level of service live chat afforded them. The findings also revealed that 30% of consumers expect live chat to be an option to contact a company.

The 3 Pillars of Workforce Management, Part 1

In my 20+ years of experience in call centers, I’ve learned that Workforce Management is the true backbone of the center. Almost every aspect of what happens runs through the WFM staff – including agent staffing, training, budgets, PTO scheduling and more.

I see Workforce Management in 3 very distinctive but inclusive parts of one another - the Real-Time Analyst, the Forecaster and the Reporting Specialists.

My 2015 Contact Center Non-Resolution Resolutions

Ruth Lochary

Happy New Year! I’m a little late to the party – but, it’s a new year for my 2015 blog posts! The time for resolutions has come and gone. Most resolutions made January 1 are dropped by January 31. So, why am I talking about resolutions? Because there are 3 things I want you to turn into habits for 2015. Don’t just make a resolution – make a commitment!

8 Steps to Make Your 2015 Contact Center Resolutions Stick

Christy Green

The start of a new year often brings new initiatives or other opportunities for transformation. But how often have you seen the effort not bring about the desired results, or even worse, fizzle out completely? How can we implement new processes and procedures and get the change to stick, and bring about the results we want?

The Powerful Benefits of Customer Experience Journey Mapping

Christy Green

Today, customer experience is at the forefront of company strategy across industries worldwide. According to a recent Gartner survey, 89% of companies surveyed plan to compete primarily on the basis of the customer experience by 2016. However, fewer than half the companies surveyed rated their customer experience as exceptional today, but two-thirds expect it to be so in two years. In order to thrive in today's customer empowered environment, companies need to deliver the best customer experiences when, where and how customers want it.