Is Gamification the answer to employee engagement?

Posted by Rachel Brink on Feb 17, 2015 1:06:41 PM

Often considered an organization’s most valuable asset, employees are increasingly growing disengaged in the workplace, presenting businesses with a number of concerns relating to employee turnover, productivity, and customer satisfaction. In fact, a recent Gallup poll has found 70% of Americans are not engaged in their jobs, costing an estimated $350 billion in lost productivity each year—and the trend shows no signs of slowing down. As it relates to contact centers specifically, agent turnover rates currently average 35% across all call centers, 50% in larger ones, and 60% in those performing outbound campaigns, costing anywhere from 60-200% of an employee’s salary. And as employee satisfaction continues to play a pivotal role in both profitability and the overall customer experience, the need for call centers to create a more engaging work environment quickly becomes clear.

Read More

Topics: customer satisfaction, customer experience, agent retention, engaging work environment, gamification, employee turnover, employee engagement

5 Easy Ways to Personalize Your Customer Service Experience

Posted by Rachel Brink on Jan 16, 2015 9:03:40 AM

“It’s not personal, it’s business,” or so the saying goes. But today, everything is personal – or at least it should be given the growing emphasis and importance on personalizing each customer engagement. In fact, a recent study by Forrester Research and Salesforce listed “Personalizing Customer Service Interactions” as one of the key trends facing customer service organizations.   And with more than 70% of executives believing personalizing the customer relationship is of strategic importance, its no wonder its driving the way organizations currently target and service their customers. And there is no denying the results.

Read More

Topics: customer service, call center, crm integration, contact center, contact center solution, customer experience, customer relationship, multichannel communications, personalizing customer service, personalized customer service

Contact Center Trends for 2015

Posted by Guillaume Seynhaeve on Dec 4, 2014 8:42:00 AM

The contact center space is changing. So what should one expect in 2015?

Continued Implementation of Self-Service: Recent studies have shown 67% ofcustomers prefer self-service over speaking to a live representative, which has its benefits when considering self-service interactions are 200-300% less expensive than those handled by a live agent. While the use of live agents is not expected to decrease, the importance and extended use of self-service is likely to be a continued theme next yar.

Growing Deployment of Cloud Infrastructures: By 2015, cloud computing spending is projected to reach 155 billion, compared to 46.4 billion in 2008. And according to DMG Consulting, cloud-based infrastructure is the fastest growing area for the call center industry, predicted to almost double between 2013 and 2015. When compared to premise-based solutions, contact centers based in the cloud have experienced 27% reduction in annual contact center costs and a 35% improvement in uptime. Offering superior reliability, scalability, and cost-savings, cloud adoption shows no signs of slowing down anytime soon and likely to continue its successes in 2014 well into 2015 and beyond.

Read More

Topics: customer service, cloud security, cloud based contact center, call center, multichannel contact center, contact center, contact center solution, remote agents, cloud call center, scalability, WebRTC, reliability, big data, cloud contact center, customer experience, self-service, customer relationship, at-home agents, multichannel communications, saas integrations, security, virtual agents, personalizing customer service

Juggling the Benefits and Shortfalls of Call Center Scripts

Posted by Rachel Brink on Oct 29, 2014 8:52:00 AM

The vast majority of today’s contact centers use scripting in some way, shape, or form.  With the ability to guide agents throughout each customer interaction the feature offers businesses a number of benefits, including:

  • Uniformity across all consumer interactions
  • On-the-go training
  • Notification of cross-selling opportunities
  • Compliance with industry standards
  • Reduced average handling time

In fact, call center scripts have shown to improve agent productivity by approximately 36% and increase first call resolution rates by 17%. 

Read More

Topics: customer service, call center, crm integration, contact center, call scripts, dynamic scripting, call center scripts, agent productivity, customer experience, cross-sell, third-party integrations

Posts by Topic

See all