omnichannel

Inbound Call Centers Need to Deliver Exceptional Experiences in an Omnichannel World

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Inbound call centers face rising expectations from their customers to deliver exceptional experiences in an increasingly omnichannel world. Our new 2018 Customer Experience (CX) Transformation Benchmark surveyed over 2000 consumers across the US, the UK and Australia to get their insights on customer experiences. The results were clear in that consumers want true omnichannel service […]

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call center scripting

How to Optimize Call Center Agent Scripting

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Today, call center scripting is used widely. To understand why that is the case, here’s the arguably five biggest benefits of using agent scripting in a contact center: Decrease agent training. Agent scripting will give new hires the guidance they need to start handling interactions confidently on their own earlier.  Maintain regulatory compliance. Script with compliance in mind to help your agents manage the regulatory jungle.  Promote consistency. By scripting calls […]

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call center scripting

3 Questions to Answer for Your Annual Customer Experience Checkup

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Contact center leaders feel the relentless pressure to improve the customer experience that their teams deliver. But with a wide range of CX outcome KPIs like NPS, CSAT, CES and dozens of operational efficiency KPIs it is easy to be overwhelmed and lose the forest for the trees. End of the year planning cycles often […]

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Omnichannel customer service

The Difference Between Multichannel and Omnichannel Customer Service

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Let’s start simple…     Multichannel customer service means using multiple channels to service your customers  Omnichannel customer service means using multiple channels to deliver a connected seamless experience to your customers, with consistency across channels  Omnichannel customer experience doesn’t question all channels vs some channels, but rather which channels.  Which channels are right (aka preferred) by your customers, and the experience they expect on those […]

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modernize

Overwhelmed by needing to modernize your contact center? Start here.

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At some point, every contact center faces the stark reality of needing to modernize. You may still be spending hours creating reports on spreadsheets. You’ve got teams of agents but only rudimentary quality monitoring. Maybe you’re offering limited channel choices, even voice only. If your organization is like most, you’ve been wrestling with these issues […]

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self-service channels

Contact Center Software can Balance Agent-assisted and Self-service Channels

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Omnichannel is hot. Artificial intelligence (AI) is hot. Both are hot topics when it comes to contact centers and customer experience. They introduce new channels and vehicles to interact with customers. The reality is that in order to deliver exceptional customer experiences, you need your contact center software to balance the need for agent-assisted and […]

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lemonade stand

The Ultimate Lemonade Stand

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One of the fastest ways to grow your business is to not only get your customers to come back, but to also get them to come back for more. Let’s use a quick example, building the ultimate lemonade stand. If you’re like me, you operated a lemonade stand at least once. You got lemons, sugar, […]

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contact center

How to Cash in on Contact Center Failures

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This is not some get rich quick scheme. If you’ve manage an aging contact center, then you’ve probably identified several inefficiencies which limit your success. Maybe it’s high agent turnover or absenteeism.  Maybe its call volumes that exceed contact center capacity. Whatever the reason, when troubles reduce the contact center to nothing more than a […]

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