CPI's Blog

3 Reasons to Implement Web Self-Service

Christy Green

We have been talking about the future of self-service for years now, but guess what? The future is here. It’s right now. According to a Forrester December 2015 survey:

5 Reasons to Consider Adding SMS as a Support Channel

Christy Green

Just like 91% of Americans, I have my cell phone within arm’s reach at all times. (There’s no judgement here, I’m just stating a fact!). I also admit to personally contributing to the 23 billion text messages sent per day worldwide - that’s 16 million messages sent per minute!

According to a November 2014 Gallup survey, sending and receiving text messages is the most prevalent form of communication for Americans younger than 50. Based on my own personal survey, I’d say younger than 60.

With all that said, it’s time to consider text enabling your contact center. Here are 5 good reasons to do it now:

Top Takeaways from Gartner Customer 360 Summit

Chris Dellen

I recently ran across the notes I took at the last Gartner Customer 360 Summit. The summit was insightful and challenged my thinking by bringing radically new and disruptive business models to the forefront. I hope you find the insights as valuable as I have.

I have broken down the key takeaways into three sections:

  1. New mind-blowing business models enabled by disruptive technologies

  2. Key insights for contact center professionals

  3. Interesting stats/facts for the inner nerd in all of us

Stepping Out of Your Contact Center's Data Dungeon

Are you in the data dungeon or in the clouds with how you use information gathered in the Contact Center?

Throughout my career I have worked positions in IT and Contact Center organizations. It has been my pleasure to spend a majority of the time filling the job of Project Manager. Executing projects for organizations that have a number of focuses from Marketing to Operations. I have always found it interesting to see how one side of the organization can be 100% focused on analytics while the other side is focused on perceptions and gut feeling.

Do You Have a Digital Customer Experience Strategy?

Christy Green

I just read an interesting article in Computerworld about the disruptive force of the digital business model. According to Michael Porter, a leading authority on competitive strategy, “In any industry, whether it is domestic or international or produces a product or a service, the rules of competition are embodied in five competitive forces: the entry of new competitors, the threat of substitutes, the bargaining power of buyers, the bargaining power of suppliers, and the rivalry among the existing competitors.”

What is Your Contact Center's Revenue Attribution/Contribution?

Chris Dellen

One of the most interesting areas in analytics these days (at least for me) is determining revenue attribution – or what specific actions an organization takes that actually impacts revenue. Today, most of the credit goes to marketing or sales, but in all honesty, that’s only a piece of the complete story and business units such as the contact center aren’t getting the revenue recognition that they truly deserve.

3 Tips for Your Contact Center Mobile Strategy

Christy Green

I have the habit of checking my email on my phone in the morning before I get up (I know, I know, all the experts say you’re not supposed to do that, but I do it anyway). This morning I had an email from one of my favorite retailers about an interesting sale.

Customer Service is the New Marketing

Steve McKinney

“Treat your customers as if they were newspaper reporters; this is the new mantra for savvy companies of all sizes.” - Forbes.com

Think about that statement. What makes you gravitate towards a particular brand, product or service? With access to more affordable technology and companies investing heavily in data analytics and insights, that differentiator is going to become a norm and companies attracting customers to their brand, product or service are ones who can provide the best customer experience both in a digital and non-digital context.

CIO vs. CxO - Don't Be Disrupted...From the Inside Out

Chris Dellen I had the opportunity to present at an IT Symposium for CIOs recently on a topic that is plaguing many organizations today - the “battle” between IT and business units. It’s a problem that is not only holding many businesses back, but causing some to completely be disrupted.

Inbound Email Best Practices for Your Contact Center

Steve McKinney

Many organizations today are flooded with customer emails. These are important communications from your customers but tracking and responding to them can be taxing and straining for resource-strapped contact centers.

Learn how to efficiently take advantage of the treasure trove of information that comes into your contact center every day through email - plus how to report on it, manage it, and deliver the experience that your customers have come to expect.

Here is a recent webinar where I shared my personal experiences on how the best companies around the world are handling inbound email in their contact centers.

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!

Avoid Customer Servitude - Part 2

Christy Green

Last time, I cautioned about turning your customers into indentured servants by making them have to work too hard to get the information they need when contacting your company.

One of the most important things an organization can do for their customers is help them save time. People want to get what they need quickly, in the manner in which they want to get it, then move on with their life. More than likely, browsing your website for 15 minutes to find the information they need, or waiting on hold to speak with a customer service representative is not considered one of their favorite hobbies!

Avoid Customer Servitude

Christy Green A few months ago, I switched to the cable company that everyone loves to hate. Recently as I was paying bills, I realized I’d never gotten a bill from them. So I searched their website until I found the number for customer service (which is quite well hidden). I called at 7:02 pm, only to find out that they close at 7:00. A couple nights later, I called again, only to find out there were “longer than average hold times”. I waited a few minutes then gave up. On my third attempt, I searched for a way to find my account online (bear in mind, I had received nothing from them. No bills, no email, nothing). Somehow from the website they were able to identify me by my location, which was pretty cool, and after a bit more effort on my part, I found they had assigned me an email address and were sending my bills to that account! Which would’ve been OK, if only I’d known about it! To make matters worse, three months of bills had been sent to that unknown account, which also included installation charges, late fees and a disconnect notice! Adding insult to injury, it took a whole bunch of time and effort on my part to even find this out. Why do I have to work to get my cable bill?

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.

5 Hot Trends to Accelerate CX in Your Contact Center in 2015

Steve McKinney

Last month I attended an event in Las Vegas with close to 300 Customer Service Professionals to learn and exchange information about “The Modern Customer Experience”. As I listened to the guest speakers from some very large companies with household names share their service strategy for the next two or three years, it became clear that the landscape has changed.

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.

Reader's Choice: CPI's 10 Most Popular Contact Center Blog Posts

Chris Dellen

In an effort to continually improve the content we deliver to you, we looked back over the years and compiled our reader's top 10 most popular contact center blog posts.

We invite you to take a minute and explore these 10 posts then share with us in the comments which is your favorite. Every couple weeks when we send you an email, we want to make sure they're helpful and useful to you, today.

 

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.