Keep The Creativity Coming!

In business, especially in the contact center space, it’s easy for teams to keep doing business as usual once they learn what works.  A good contact center knows their customers, all the ins and outs of their proprietary technology, and has developed an array of standardized strategies for handling challenges. However, when the ultimate desire … Continued


Customer Self-Service Is Crucial for Contact Centers

Where it makes sense in your contact center, self-service can significantly improve customer satisfaction and reduce costs. As such, the self-service option is now a must for contact centers. Consumer research shows that time-strapped customers are more likely to patronize businesses that enable them to take care of their own needs through self-service devices. The … Continued


Trust Your Frontline Staff to Deliver Outstanding Customer Service

Do you want to boost morale, productivity and engagement in your contact center? Then start trusting your frontline staff to do their jobs and deliver stellar customer service. Let go of the command and control approach so often applied in contact centers for one that truly focuses on customer service and trusts staff to deliver … Continued


Is Your Callback Strategy Effective?

A comprehensive callback strategy allows you to maximize the effectiveness of your live contact center Communicators. At the same time, it will reap you rewards in customer satisfaction. There are a number of indicators that your callback strategy is working well: Your caller abandonment numbers have decreased, your cost per call has been reduced, and … Continued


Contact Center Strategies, Part 3: Quality and Performance Management

Most consumers intuitively recognize the value in a great customer experience. They want to interact with brands that deliver it, and they recommend those brands to their friends and family. ContactBabel’s new study, “The US Contact Center Decision Makers’ Guide 2016,” addresses how customer satisfaction has evolved in recent years to become the No. 1 … Continued


Change Your Employee Performance Metrics to Better Reflect Customer Engagement

Are you aware that customer engagement and customer satisfaction are two distinctly different metrics? A recent Gallup poll sheds light on the differences and how each can be measured most effectively. Gallup confirms that engagement is a much higher bar to reach than satisfaction. One doesn’t necessarily follow from the other, and both are strategic … Continued


The Time is Now For Predictive Analytics

There’s no denying the fact that technology has transformed the contact center, allowing businesses to better care for customers, improve business processes and boost revenue. One such technology that’s affecting positive change within many organizations is predictive analytics. In fact, the  analytics market is booming. Valued at roughly $694.6 million in 2013, the predictive analytics … Continued


How to Make a Positive Comeback in the Customer Care Space

At the end of the day, we must realize that no company is perfect, not even our own. Whether our technology proves disadvantageous or our employees make mistakes, it’s important to remain humble and learn how to triumph in times of adversity. No matter what obstacles you’re facing you should always strive to provide the … Continued


Engaging Your Customers Starts With Engaging Your Agents

One of the keys to providing quality customer care is to keep contact center agents engaged in their work. After all, agents who are dissatisfied or bored with their jobs are less likely to go the extra mile to help customers. Customers can also sense if the person helping them is disengaged or doesn’t seem … Continued


Customer satisfaction key to enhancing your brand

Chief of Staff Steve Brubaker to join customer service panel at ITEXPO Customer satisfaction is crucial to a company’s bottom line. We live in a competitive marketplace where one customer service experience can shape the perception of your brand considerably. As many companies have discovered, the contact center is an important step in the customer’s … Continued