Latest Contact Center Best Practices

Sep 30

[Infographic] Overcoming the Challenges of Multichannel Customer Care

Posted by Rachel Brink on Sep 30, 2016 9:12:31 AM

When considering the fact that over seventy-five percent of consumers want to use three or more channels when communicating with an organization, it quickly becomes clear that multichannel customer care is no longer simply a means of competitive differentiation for businesses—it is an absolute necessity. Playing a significant role in both customer satisfaction and retention, multichannel is paving the way for the future of customer service. But as channels and data continue to grow, organizations are facing challenges delivering on the expectations of their customers. In fact, only 11% of consumers strongly agree that companies are effectively converging digital, mobile, social, and traditional channels. How can businesses overcome the challenges of multichannel customer care? Check-out our recent infographic for tips and best practices!

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Topics: customer service, contact center, multichannel, multichannel customer care, multichannel customer service

Sep 23

How to Facilitate PCI Compliance in Your Call Center

Posted by Rachel Brink on Sep 23, 2016 11:29:35 AM
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In today’s digital economy where millions of transactions are occurring at any given moment, it is absolutely critical that businesses and vendors maintain the most stringent security measures to protect their customers’ payment card information. Which is why the major credit card institutions (American Express, Discover, MasterCard, Visa, JCB International) created the PCI Security Standards Council in 2006, outlining a number of rules and regulations businesses and vendors should follow in order to prevent potential breaches. But for businesses and call centers collecting sensitive payment information over the phone, what measures should be taken to protect their customers and maintain PCI compliance?

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Topics: pci compliance, call center compliance, call center security, PCI

Sep 16

6 Key Performance Indicators (KPIs) Your Customer Service Team Should Be Monitoring

Posted by Rachel Brink on Sep 16, 2016 9:32:41 AM

There is no single KPI upon which a customer service team’s performance should be measured, as there are many factors involved in running a successful contact center. Are customers happy? Are employees satisfied? Are costs under control?—just to name a few. But to formulate a manageable list of customer service metrics to monitor on a regular basis, supervisors must take a number of variables into consideration, including the company’s short and long term goals, competitive differentiators, who the data will be presented to (customer service managers, high-level executives, CSRs), and how the metrics balance each other out (cost vs. satisfaction: the “balanced scorecard approach”)—usually falling within three difference categories: Quality, Financial, and Operational. But to help get you started, we have formulated a well-rounded list of six metrics every customer service team should monitor.

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Topics: customer service, call center, call center reporting, customer service metrics

Sep 02

Overcoming Organizational Silos for an Enhanced Customer Experience

Posted by Rachel Brink on Sep 2, 2016 9:19:08 AM
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Customer experience is quickly becoming businesses’ next competitive battleground, expected to overtake price and product as a brand’s key differentiator by 2020. And while many organizations are making CX strides within their individual departments, adopting advanced solutions (CRM, Marketing Automation, Contact Center Solution, Billing Software, etc.) and business processes to help streamline customer data management and user activities, most are still lagging as it relates to cross-departmental collaboration and communication. In fact according to a recent survey by Fast Company, 70% of organizations believe that “Silo Mentality” is the biggest organizational hurdle to improving the Customer Experience.

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Topics: customer service, CRM, customer experience

Aug 26

Top 3 Key Takeaways from ServiceNow’s “Putting Service First” Report

Posted by Rachel Brink on Aug 26, 2016 10:35:46 AM
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ServiceNow recently released the findings of its “Putting Service First” report, which surveyed 200 senior managers in customer service roles at large U.S. firms (with at least 500 employees) on their organizations’ customer support approaches. Revealing several key insights and challenges faced by large customer support teams around the country, the report provides useful information and tips for service professionals looking for ways to streamline and enhance their customer support initiatives, without it costing them an arm and a leg. Check-out the key takeaways from this year’s survey:

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Topics: customer service, call center software, customer service management, CTI, ServiceNow, ServiceNow CTI, CSM