Build Employee Engagement in the Contact Center

As a contact center manager, you may feel you’ve done everything in your power to drive employee performance—from sound hiring practices to training to fostering a conversational culture—yet some of your staff are still not achieving expected outcomes. You want your Communicators to be actively engaged in driving contact center success, which requires a high … Continued


Transforming a Contact Center into an Insights Center

Customers expect the brands they favor to know who they are. They also expect them to be able to call upon past information to quickly resolve their issues. Yet, if companies don’t have strong analytic capabilities, they will have a hard time coming up with the insights they need to meet or exceed these expectations. … Continued


Social Media: Getting the Voice and Tone Right

Social media sites are now an integral part of society. As a matter of fact, Pew Research reports that 69 percent of Americans have at least one social media profile—up from 48 percent just five years ago. Usage has so exploded that it’s moved the dial on customer care from  a “nice to have” to … Continued


Creating Customer Lifetime Value

Customer lifetime value (CLV) is the dollar amount that represents a customer’s worth to your business from first transaction to last. CLV calculation=revenue x gross margin x average number of repeat purchases. The CLV is a powerful metric because even small increases in CLV can lead to huge gains in overall revenue. For example, get … Continued


Evolution of the Customer Experience and Impact on Businesses

The customer experience has grown into an all-encompassing vision for businesses. Where once it was the responsibility of a single department, it now comprises all functions and levels within an organization—from marketing to IT to operations to sales. Before the Digital Age, customers interacted with companies at their brick-and-mortar stores, by (snail) mail and through … Continued


Customer Service: Stand Out or Become Irrelevant

What does it mean to stand out in the customer service space? According to ContactBabel’s “The US Contact Center Decision-Makers’ Guide 2016,” it requires four principal assets: omnichannel support, quality management, real-time speech analytics, and other technologies that improve the customer journey. If your contact center is missing any of these four components, it may … Continued


Social Customer Service in the Contact Center: 7 Best Practices

A formal customer service social media group could be a boon to your contact center. It could be tasked with developing an efficient strategy to manage channels like Facebook and Twitter—to benefit customers and the business. Assign members to the group who are socially savvy. For the uninitiated, social media can be intimidating, so give … Continued


Your Contact Center Has a Bright Future

Trends in the contact center space include customer demand for self-service: what many customers today consider the quickest and easiest way to resolve issues. When customers do personally reach out to companies, they are often rankled by the service they receive. In fact, the majority are dissatisfied. Does this mean your contact center’s days are … Continued


Five Ways to Meet Customer Expectations in the Digital Age

We all know by now—at this point in the Digital Age—that customers are strongly influencing how businesses operate. Events have transpired to flip the traditional sales model on its ear. Whereas companies used to hold at least some of the cards—developing “solutions” for customers who didn’t know how to solve their own problems—now consumers are … Continued


The Contact Center as a Career Option

Many of today’s youths have been leveraging the services of contact centers for years. Since their mobile devices are always close at hand, any product or service issue is quickly directed to one of these centers. Quite a few of these same young people have also worked as agents—or Communicators, as we call them—in one … Continued