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: 

Read More

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:

Read More

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

Infographic: How to Improve Agent Retention in Your Contact Center

Posted by Rachel Brink on Feb 19, 2016 9:20:56 AM

Agent attrition has been a long-standing issue within the contact center space, and continues to be a major pain point today despite recent advancements in technology and employee work environment. In fact, according to Contact Center Pipeline's recent survey, "Contact Center Challenges and Priorities", high attrition is said to be the biggest challenge for contact centers in 2016, especially for larger call centers over 500 seats. But what is causing these employees to leave? What are the costs that call centers are incurring as a result of high employee turnover rates? And more importantly, how can businesses help minimize this issue within their contact centers? Check-out our recent infographic “Agent Retention for Your Contact Center”!

Read More

Topics: call center, contact center, agent retention, agent attrition

The Top 4 Biggest Challenges For Contact Centers in 2016

Posted by Rachel Brink on Jan 29, 2016 8:59:21 AM

Each New Year brings its own set of unique opportunities to the contact center space, both from a technological standpoint as well as an operational one. And as businesses continue to adopt the latest solutions and best practices to support their employees, customers, and organizations as a whole, many continue to run into challenges piecing everything together and making good use of it all. But what are some of the challenges contact centers are anticipating in the coming months? And how can businesses more effectively manage what they have and mitigate the risk of a potential issue? Let's check out the findings of Contact Center Pipeline’s recent survey, “Contact Center Challenges & Priorities”, revealing some of the biggest challenges for organizations today—and how to alleviate them in 2016.

Read More

Topics: customer service, call center, CRM, contact center, contact center solution, call center software, self-service, agent retention, knowledge management, knowledge base, contact center attrition, SLA, ASA, service level, high attrition, attriction rate

The 6 Most Frustrating Aspects of a Customer Service Experience

Posted by Rachel Brink on Jan 22, 2016 9:04:54 AM

As customer service continues to overtake price and product as a brand’s key differentiator, businesses are increasingly seeking out ways to streamline processes and implement a more customer-centric approach across their entire organization. And to shed light on the current state of customer service, Microsoft recently released the findings of its annual survey, “2015 Global State of Multichannel Customer Service Report”, highlighting the key communication trends taking place, as well as changing consumer expectations. What was revealed that is of key importance to service organizations are the 6 most frustrating aspects of a customer service experience—issues that can easily be mitigated or eliminated with the help of a few tools and procedures.

Read More

Topics: customer service, call center, contact center, contact center solution, customer experience, cloud contact center solution, customer service experience, hold times, bad customer service, call center solution, frustrating customer service, improve customer service, cloud call center solution

Posts by Topic

See all