2016-2017 Contact Center Technology Buyer’s Guide

Posted by Rachel Brink on Jul 14, 2016 9:29:08 AM

Technology has become the lifeblood of the contact center and the framework upon which exceptional customer experiences are built. Enabling front-line agents to more effectively engage with customers, and businesses to optimize their contact center’s operations, the technology chosen plays a large role in the success and efficiency of an organization. To uncover the top technology priorities of contact centers in the coming months, Call Center IQ (CCIQ) surveyed a number of businesses for its “Executive Report on Contact Center Technology”, sponsored by 3CLogic, and identified the following features on their wish lists, in order of importance.

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Topics: call center, contact center, contact center technology, call center technology

Top 5 Key Findings From CCIQ’s “Contact Center Technology” Report

Posted by Rachel Brink on Apr 29, 2016 10:39:12 AM

Technology has become the framework upon which exceptional customer experiences are built. And as customer service continues to become a critical aspect of a business’ success, organizations are increasingly seeking new and innovative solutions to power their contact centers. Check-out the following key insights from CCIQ’s Executive Report on Contact Center Technology in 2016 to discover the top priorities and trends impacting call centers in the coming months.

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Topics: call center, contact center, contact center technology

Is the call center agent doomed for extinction?

Posted by Rachel Brink on Apr 8, 2016 9:10:25 AM

By 2020, the customer is expected to manage 85% of their relationships with a business without interacting with a human—something that should come as no surprise when considering the rising popularity of self-service channels across the web, mobile apps, and voice (IVR). As a matter of fact, Forrester recently conducted a survey, which revealed that web self-service (through online knowledge bases) is now the most commonly used communication channel for customer service, the first and only channel to exceed voice in history. And as mobile device adoption continues to expand and consumers increasingly demand fast and effortless engagement with the businesses serving them, many have been left wondering—will alternative touch points soon cause the call center agent to become non-existent?

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Topics: call center, self-service, call center agent, multichannel

5 Ways to Boost Customer Satisfaction in Your Help Center

Posted by Rachel Brink on Mar 9, 2016 8:56:01 AM

Customer experience is quickly becoming a business’ next competitive battleground, expected to overtake price and product as a brand’s key differentiator by the year 2020. And as consumers become more informed and empowered, and alternative touch points continue to emerge, customer expectations are only anticipated to grow even larger. But as it stands, the global “Switching Economy”—or the potential revenue up for grabs in the U.S. market due to changes in consumer spending patterns and switching rates—has swelled to $1.6 trillion (a 29% increase since 2010), indicating that a large percentage of businesses are not adequately keeping up with their customers’ growing demands, causing them to take their business elsewhere. But with the help of technology and a few best practices, businesses can help boost their customer satisfaction scores and retention rates: 

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Topics: customer service, call center, contact center, customer support, help center

3 Tips for More Effective Agent Coaching in Your Contact Center

Posted by Rachel Brink on Feb 24, 2016 8:46:07 AM

According to Contact Center Pipeline’s recent survey, the biggest challenge for today’s contact centers is high attrition rates—something that should come as no surprise when considering the average call center faces an average annual turnover rate of nearly 33%. And when asked what conditions must be present to create satisfied employees, 67% of contact center managers said relevant and sufficient training (Jabra). In fact, 41% of employees plan to leave those organizations with a training score of “poor”, as opposed to just 12% from those with a training score of “good”. So what are a few ways call centers can more effectively train and coach their employees to create a happier work environment and reduce attrition rates? Consider the following:

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Topics: call center, contact center, contact center solution, agent training, agent coaching

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