The Omnichannel Contact Center: Three Changes You Need to Make

If someone were to ask you if your contact center is “multichannel,” what would you say? Most of us would probably say yes, noting that our services include voice calls, email, Web chat and social. Now, if you were asked the same about “omnichannel,” is the answer yes or no? If you hedge and say … Continued


The Unexpected Value of Sharing Knowledge

We hear a lot these days about customer service that goes “above and beyond,” but what does that really mean? Customers themselves may not even know, but they know it when they see it. One way your Communicators can provide this level of service is to answer questions that customers didn’t even know they had … Continued


Is Social Customer Care As Successful As We Think?

Every business puts “customer care” at the top of its priority list, particularly in today’s highly competitive environment where consumers have so many choices and loyalty is at a premium. Social media service has been touted as the next big thing, and headlines heralded that it would soon make the old fashioned call center a … Continued


Critical Conversations in the Contact Center

Your brand voice, as well as the customer experience you deliver, can be either buoyed or destroyed for a customer by one poor interaction with a customer care Communicator. It all comes down to that single individual and how effectively he or she resolves the customer’s issue. That’s a lot of pressure on Communicators—and their … Continued


Show Customers You Care

Customers connecting with your contact center are looking for empathy as well as the resolution of their issues. When interacting with your Communicators, they want understanding, not pity. A recent Aspect Software study shows that customers who reported an exceptional contact center experience also rated Communicator empathy very high, at 88 percent. This strongly suggests … Continued


Contact Center Strategies, Part 1: Multichannel Workforce Management

By now you know that your contact center strategy must be focused on the methods and solutions you employ to improve the quality of the customer experience. What this means for your 2017 strategy is more of the same: more insights into each customer and Communicator so you can better meet their needs and grow … Continued


Long Hold Times Spell Disaster for Contact Centers

It’s no mystery that customers would prefer immediate service to being put on hold while awaiting customer service support. But how damaging is the hold practice to your business? Consider that 32 percent of respondents to an online Google survey said, “none,” when asked how long they’d be willing to wait on hold for customer … Continued


How to Maximize Analytics to Optimize Customer Relationships

Analytics has taken the identification of contact center issues from gut instinct—or random sampling as managers walk the floor—to a science. It can help contact center leaders get to the root cause of problems, better enabling their resolution. In concert with the right applications, analytics can be used to ensure the optimal duration and profitability … Continued


Keep Pace With E-Commerce Trends in the New Year

Your online business must be responsive—not only to visitors but to trends which, if ignored, may trip you up eventually. With the quick pace of modern societal and technological advances, organizations need to keep a finger on the pulse of their industries and develop the agility to react to pressures at the drop of a … Continued


Strategies for Implementing Live Chat

It’s no mystery that you need live chat on your website or app to stay competitive in the e-commerce world. A chat box dropping down onto the user screen is becoming a commonplace occurrence for Internet information-seekers and shoppers, enabling them to quickly and easily connect with a Communicator in real time. Many companies have … Continued