Delivering a Great Customer Experience: Why Contact Centers Struggle and What It Takes to Succeed

Posted by 3CLogic on Jan 31, 2022 9:00:00 AM

If it feels like today’s customers have higher expectations than ever before, it’s not just your imagination. With so many options to choose from, customers can easily take their business elsewhere if a particular organization doesn’t provide an exceptional level of service.

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Topics: CRM, customer experience, contact center integrations, agent coaching, contact center solutions

5 Contact Center Technology Trends That Will Define 2022

Posted by 3CLogic on Jan 5, 2022 11:00:00 AM

Contact centers have come a long way over the last couple of decades, nearly unrecognizable to an agent from the 1990s. While using social media, chat, and email to communicate with customers was unimaginable at that time, these channels are now essential for delivering a positive customer experience for a modern-day enterprise.

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Topics: IVR, contact center integrations, contact center trends, speech analytics, voice self-service, SMS

How Intelligent Call Routing Can Prioritize Your Inbound Contact Center Calls

Posted by 3CLogic on Dec 22, 2021 2:00:00 PM

Now that the customer experience (CX) is overtaking price and product as a brand’s key differentiator, organizations are increasingly seeking ways to minimize hold times and improve interactions. But many contact centers lack control over when a call is answered and by whom, and they often have no way of identifying callers prior to speaking with them. 

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Topics: IVR, call handling procedures, intelligent routing

Why a Smart CX Strategy Is Critical to Your Bottom Line

Posted by 3CLogic on Dec 10, 2021 11:00:00 AM

Today’s customers have a bevy of choices for nearly every type of product or service. Whether it’s a car, pair of shoes, restaurant meal, or subscription-based software they’re in need of, customers can be quite discerning in deciding which company will ultimately win their business.

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Topics: customer experience, agent coaching, omnichannel

How to Improve Employee Retention in Your Contact Center

Posted by 3CLogic on Nov 10, 2021 11:00:00 AM

Agent retention has long been a challenge for contact centers. With annual turnover rates well above those in other industries, the issue is hard to ignore. In fact, a recent ICMI survey shows the average contact center’s agent turnover rate was 58% year over year. When you factor in the associated costs, such as expenses related to recruiting and onboarding new agents, the issue of high employee turnover becomes downright painful.   

Not convinced? Consider the additional effect on employee morale, the ongoing loss in intellectual property, and the long-term implications for the customer experience — the costs can grow far beyond immediate operational expenses. 

So why is high employee turnover so common among contact centers?  There are a number of reasons. According to a report from research-driven AI company ASAPP, the primary reasons for contact center attrition are:

  • Inadequate training
  • Low-quality feedback from supervisors
  • Metric standards that don’t make sense
  • Technology that isn’t up to par
  • Rude or aggressive customers

Regardless of whether you’re just getting started or representing a large enterprise, employee turnover is nothing to ignore. Follow the strategies below to improve employee retention in your contact center. 

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Topics: employee retention, agent retention, agent training, agent turnover

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