A Sneak Peek at the Next Generation of Contact Center Callers…

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The PEW Internet researchers recently published the results of their Parent-Teen Cell Phone Survey with astounding results.  Would you like a sneak peek at the next generation of customers who will be calling your contact center?  Let me warn you first by saying that the next generation is much different that the current contact center caller.  Take a look at the report for yourself. 

There is a tremendous amount of information in the report and just reading the numbers doesn’t really do it justice.  So I wanted to point you to a terrific infographic that was created by Flowtown based on the data in the report. Now, take a visual tour of the results of the report in this infographic.

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The IVR Voicemail Option Is Becoming A Tin Can Communication Solution

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Is the IVR voicemail option becoming obsolete due to more advanced and efficient customer service IVR solutions, such as the callback feature where a caller is prompted to a leave a callback number while the system holds their place in queue?    I say yes, and thank goodness!

There was once a time when most IVRs offered callers the option of leaving a voicemail message during high call volume periods, or when offices were closed.  This practice inevitably causes an impact to service level when agents are faced with the task of listening to voicemail messages rather than handling the next call in queue.

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1+1=3: Synchronizing QM and Voice of the Customer Provides Even Greater Value

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If you are like most contact centers, you have deployed some level of quality management program, whether it is as simple as manually scoring or form or more complex through the deployment of sophisticated systems technologies such as screen recording and analytics.  Some of you may have even gone a step further and also deployed a Voice of the Customer program, allowing you to capture customer feedback through some channel, such as feedback surveys. 

If you have been lucky enough to be able to deploy both programs, you still may not be maximizing the potential. 

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Where are You Playing the Social Media Puck?

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Wayne Gretzky, one of the greatest professional hockey players in the history of the NHL once said, “A good hockey player plays where the puck is. A great hockey player plays where the puck is going to be.”  In a fast moving sport, the athlete who can read the action well enough to anticipate where the play is going to be and get there first will have the edge over other players.  This is what “The Great One” demonstrated when he played the game.

Right now, there is a lot of action in the contact center space.  Do you know where the play is going to be next?

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Disaster Recovery in the Contact Center – Part II

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In the last installment we discussed the need for a business continuity or disaster recovery plan for any organization or contact center that handles revenue critical work, in the office place.

Now we will focus in on a few best practices to ensure continuity in the event of a disaster, big or small.

First let’s start with the telecommunications component. Many organizations have voice T-1s or multiple T-1s running into their contact center or office environment.  One thing your telecom provider can help you investigate is whether the building you inhabit has multiple fiber entrance points into the building. While certainly less common, it is fortunate when two local access providers (usually the incumbent telco or local exchange carrier (LEC) and a newer entrant into the dial tone market, the competitive local exchange carrier (CLEC) ) both run feeds into the same building at differing points. 

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The Pink Elephant Finally Speaks Up

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The workforce of any successful business thrives to satisfy existing customers and attract new customers. The mission of growth is behind every company initiative and effort.  As business people, we have the natural desire to grow.  Now that I’ve stated the obvious, let me introduce the pink elephant in the room named Common Sense.  Common Sense says that while both customer retention and new customer acquisition are critical to a company’s market penetration, the focus and priority should always be with your existing customers, as they have the keen ability of serving as references and providing referrals – which shortens the sales process significantly by leveraging the trust factor.

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What Contributes to the Cost of a Contact Center?

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People frequently ask me how much the technology costs to successfully run a contact center. What I find interesting about this question is that people often think that the technology component of running a contact center is one of the largest portions of the total cost of operation…but it isn't.

Experience has shown time and time again that there are four broad categories of costs in running a contact center business. Those four categories are:

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