When you ask most people about the contact center environment they often conjure up an image of agents sitting in front of a computer in rows of cubicles responding to customers on the phone. Those in the contact center industry know there is more to the contact center environment than solely answering customers on the phone. Nowadays contact centers have multiple ways to interact with and assist customers. Last week, in our consulting webinar series, Brad Justice, Senior Application Consultant with Adtech Global, discussed the different multimedia channels and how to better monitor and manage these channels in your contact center.
Contact center managers are responsible for providing superior customer service to all customers. Almost every day, managers review their agents’ performance to determine if they are reaching their customer service level expectations and contact center optimization. If not, contact center managers are left asking many questions. Are my agents in need of additional training to reach our optimal level of customer service care? Or are there areas of improvement within my contact center environment not related to my agents? How can I best reach full contact center optimization?
As new technologies emerge, credit card information protection has been a concern for companies around the world. Nowadays, customers frequently purchase items online with a credit card or call into their contact center to pay by phone as opposed to other payment methods. Companies must ensure their customer’s credit card information stays safe and are forced to implement security standards such as PCI (Payment Card Industry) Compliance.
Managing a workforce is a difficult task. Brad Justice, Senior Application Consultant with Adtech Global, hosted a consulting webinar last week to uncover the Top 6 Workforce Management challenges in the contact center and a few solutions to overcome each.
In our last installment we will learn the final key to successfully transform customer experience data into actionable insights. We have previously learned the first, second, third and fourth keys from Verint’s Brian Koma, VP & Customer Experience, and Sean Mahoney, CCXP.
We have previously learned about an effective data collection process and analysis. For the final key we will focus on turning your customer experience data analysis into actionable insights.
In the second and third blog we learned more about developing an effective data collection process. Once you have developed a
standard for your data collection process you can start gathering data. Read on to determine what to do now that you have collected data.
For today’s key, it is important keep your team in mind. Create a team that can assist in your customer experience program from top to bottom, including agents and those who assist customers one-on-one, to stakeholders that can help shape and define your customer experience process.
In last week’s blog we learned about the first of 5 keys to successfully transform customer experience data into actionable insights. In today’s blog, we will review the second key.
Last week we recommended you review your current data and data collection process, but today we will focus more closely on data collection processes. It is important to remember that without an efficient data collection process you might collect data that isn’t relevant or qualified, which will affect your ability to develop actionable insights.
On Tuesday, June 14th Verint’s Brian Koma, VP & Customer Experience and Sean Mahoney, CCXP, hosted a webinar on how companies can better utilize their customer experience data for actionable insights. What exactly does that mean though? In simpler terms, it is important to understand your customer’s experience through data they provide to allow you to make improvements to provide a better experience.
In a previous blog post, we discussed the steps of a successful Workforce Optimization software implementation. That post focused on the specific milestone structure companies employ to achieve an on-time and on-budget Workforce Optimization software implementation. In this post, we will address what customer’s need to know and or do in order to prepare for a successful implementation. Simply, what a successful implementation boils down to is:
Topics: Implementation Services