Customers expect contact centers to provide exceptional customer service regardless of the cost. However, have you ever stopped to think about the different costs associated with a contact center? Hourly wage for agents; cost of computer, headset and other hardware; cost of rent for contact center facilities; and the list goes on. A cost most customers don’t know about within the contact center is contact center software like speech analytics. This can be a very powerful tool to help customers receive requested information more quickly and effectively by allowing contact center analysts to review recorded calls and improve the customers experience moving forward. In order to determine if speech analytics is worth the cost, contact center managers must calculate the return on investment (ROI) of speech analytics.
Following a damning report three weeks ago from Ofcom, the communications regulator in the United Kingdom, regarding the short fallings of mobile giant Vodafone, many other communication businesses might be questioning if they currently meet all of Ofcom’s requirements?
The first investigation started when over 10,000 pay-as-you-go customers were not receiving credits to their accounts when they added funds. The second investigation led to Ofcom’s rules around handling customer complaints, which Ofcom reported:
This article was co-authored by Travis Coates, Director, Implementation Services at Adtech Global
When you think of Halloween you often think of things like trick or treating, dressing up in scary costumes or exchanging scary stories. Today we have a scary story you can relate to…a contact center horror story. Imagine you and your team have selected a Workforce Optimization soluton and have just completed a contact center implementation. The system is up and running, your team has been trained for the new application and you are ready to go. The next day you come to work and your server has crashed. All the work your team and your solution provider put into the contact center implementation has disappeared. Now you have to go back through the process, with months of work wiped clean.
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 everyday, 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.