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robertstanley
Businesses face a variety of challenges every day from increasing sales to maintaining a good reputation and establishing a team culture. Perhaps, no challenge is as important as creating an exceptional customer experience for individuals that call your business. Manifesting a positive experience for every customer is the key to increasing sales,… (Show more)
interactionmetrics
Whenever I run a webinar on how to drive ROI from customer experience, I get an unusually high number of registrants. This leads me to believe that while there are more customer experience (cx) roles than ever before, customer experience itself is not seen as an ROI generator. But thinking about customer experience as an ROI generator matters! If… (Show more)
robertstanley
The newest call center technology advancements are focusing on deeper insights and customer satisfaction.  Over the past several years, call center technology has played a big part in shifting the industry’s focus towards a better customer experience.  Overall wait times are down.  Calls are transferred less often before a solution is found. … (Show more)
robertstanley
Silence: The Truest Expression of Scorn There is a common misconception that the rise of the Internet, social media, live chat software, and text messaging mean the phone call is slowly dying. The truth is phone calls account for 68% of all customer communications which means properly training representatives is still a critical aspect of your… (Show more)
robertstanley
Not all call center metrics are created equal. Any call center manager worth their salt knows that you should be measuring what goes on inside your call center. But the empirical data you gather is only as good as the questions you are asking. And finding ROI starts with understanding what you need to be measuring in order to get business results.… (Show more)
josephpaiva
Fellow speech analytic gurus in the collections world --   It's been a great run, but I'm transitioning from my current employer, CCS USA, where I took Speech Analytics from its inception to full integration.     I'm going to continue to work in the field, as a speech-to-text manager for a major online retailer using Callminer.   CCS will be… (Show more)
cwittschen
Hey Everyone!   Looking to get some opinions on implementing Callbacks as a feature for our customers. This is something we previously implemented, but we ended up rolling back since we had a hard time tracking weather or not the Customer answered the phone before connecting the Agent.   I've done some research about how this is implemented at… (Show more)
kacasey
Do you use a particular vendor that is working well for your business? If so, which one? What internal support do you have (ie what is your infrastructure for email: PMs, Engineers) that are responsible for managing the product?
interactionmetrics
There are many modes of customer service (phone, in-person, email, etc.). But, when done well, chat is by far the best. It reduces customer effort, increases customer satisfaction and answers customers’ questions quickly. Plus, it’s less costly than the phone, is more immediate than email, and it amplifies conversion by showing up on your website… (Show more)
robertstanley
Call centers are used by many businesses to field incoming calls and make outbound calls. The agents tasked with call management are usually engulfed in an endless stream of conversation, documentation, and follow-up. The constant activity can leave agents feeling unsure about their performance, and if the structure is too chaotic, you may not be… (Show more)
barbchandler
What is CCW? Started in 1999 as Call Center Week, CCW is the world’s largest customer contact event series. With the balance of conference and expo, CCW is the place where customer care, CX, and contact center leaders come together. In 2018 we’re introducing our new look as Customer Contact Week.   Educational Future Leaders Lab - Certification…
robertstanley
Definition of Call Center Statistics Call center statistics are data gathered about enterprise call centers that empirically illustrate both the internal and external relationships these centers have within the business environment in which they operate. They cover a variety of other areas including technological change, changes in consumer… (Show more)
robertstanley
LISTEN 2017 will be held October 25-27, at the Opal Sands Resort in Clearwater Beach, Florida. With an elite lineup of keynotes and speakers, over 40 educational breakout sessions—most led by customers, Eureka Great Escape Challenge, Eureka Success Playbooks, ever-popular API content and plenty of time for networking, LISTEN 2017 is a must-attend… (Show more)
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