Latest Contact Center Best Practices

Jul 29

Preparing for Increased Call Complexity in the Contact Center

Posted by Rachel Brink on Jul 29, 2016 11:54:00 AM
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As consumers continue to gravitate towards alternative digital touch points such as online knowledge bases, social media, and web chat for customer service, many contact centers have unsurprisingly experienced a noticeable shift in the volume and nature of their calls. In fact, according to the 2016 Global Contact Centre Benchmarking Report, contact centers have seen a 13.2% decrease in call volume in the past year. And while a transition to lower cost alternatives certainly helps improve an organization’s bottom line and customer experience, it also presents the call center with its own unique set of challenges—increased call complexity, to be specific.

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Topics: customer service, call center, multichannel communications

Apr 01

PACE Convention & Expo: Leveraging Technology to Support Leading Edge Customer Engagement

Posted by Rachel Brink on Apr 1, 2016 8:52:19 AM

These days, customer experience is everything—in fact, 89% of today’s businesses want to compete primarily on the basis of customer experience, versus only 36% four years ago. But while the vast majority of CEOs believe they are delivering a superior customer experience, only 8% of their customers agree, indicating that there is a large disconnect between the service businesses think they are delivering, and how those on the receiving end feel. And as customer preferences continue to evolve and additional communication touch points emerge, businesses are finding it increasingly difficult to stay ahead of their clients’ growing demands. Add in the complexity of maintaining compliance with the latest industry standards and adhering to strict business requirements, and managing it all can feel like a juggling act.

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Topics: multichannel communications, tcpa compliance, contact center solutions, customer engagement

Oct 27

4 Reasons Your CRM is Better With Multichannel Communications

Posted by Kristen Braun on Oct 27, 2015 8:55:03 AM

In today’s screen-centric society, where devices are becoming increasingly complex, having all of the tools to connect with your customers is key. According to Gartner, “by 2020, the customer will manage 85% of the relationship with an enterprise without interacting with a human.” Your customers need to be able to reach you, regardless of whether they are on the go, sitting at their laptop, or sitting in an airport. The more conversations you can have with your customer, the better the relationship you can build, but you need to be able to cater to their lifestyle, and put a personality to a name and number. And it all starts by syncing your database management solution or CRM, which house limitless amounts of customer information, with your communication channels. Check-out the following benefits:

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Topics: customer service, multichannel contact center, CRM, multichannel communications, omnichannel

Aug 27

Why Businesses are Failing at Omnichannel Customer Service

Posted by Rachel Brink on Aug 27, 2015 8:51:53 AM

When considering the fact that 76% of consumers want to use 3 or more channels (voice, email, text, chat, social media, video, self-service, etc.) during a single transaction with a company, omnichannel customer service should no longer be considered a means of competitive differentiation—it should be considered an absolute necessity. In fact according to the Aberdeen group, companies with extremely strong omnichannel customer engagement retain on average 89% of their customers, compared to 33% for companies with weak omnichannel customer engagement. And as consumers become increasingly mobile and their expectations continue to rise, those businesses that are not adequately meeting the needs of their customers across all channels will have a tough time keeping up.

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Topics: contact center software, multichannel communications, omnichannel

Jun 05

Death of the Voicemail?

Posted by Rachel Brink on Jun 5, 2015 8:57:25 AM

In an effort to cut costs wherever possible, many businesses have begun eliminating voicemail from their operational/customer service initiatives—or at least partially. As an example, JPMorgan recently announced it was deactivating voicemail for roughly 65% of its employees, which would reduce its annual expenses by roughly $3.2 million. The lender has also considered cutting staff at branches in its retail division, and urging customers to utilize automated channels, including Interactive Voice Response menus. Coca-Cola Co. similarly removed voicemail from its entire company, and instead leaves an automated message urging customers to contact them through an “alternative method”.

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Topics: contact center, multichannel communications, voicemail