Ask the Customer Experience Experts

Size: px
Start display at page:

Download "Ask the Customer Experience Experts"

Transcription

1 1 Ask the Customer Experience Experts How the sum of all experiences impacts the bottom line How would you define customer experience? Is it the same as customer service? Does it refer to an interaction you have with a customer online, over the phone or face-to-face? Or, is it the way your customers ultimately feel about you and your brand? The truth is that there are many different ways to define the customer experience. And these experiences are not a single, one-time event. Rather, they are the sum of all experiences throughout the duration of your relationship with a customer from face-to-face interactions in a retail store to online purchases and even calls into a contact center. It is for this reason that organizations must be consistent in every interaction to ensure a positive customer experience overall. However you define the customer experience, you must also identify what results can be expected and how to measure your success. We ve asked three of the industry s top customer relationship experts to share their insights on how to define, improve and measure the customer experience in your organization. Here s what they said: Defining the customer experience Forrester has defined customer experience as how customers perceive their interactions with your company. Their Customer Experience Pyramid explains that good customer experiences are made up of three qualities identified from the perspective of the customer: useful, usable and enjoyable. For me, the customer experience is the sum of all the interactions with customers that adds up to that picture the customer has of us, said customer experience consulting and coaching expert Melissa Kovacevic. Anytime a customer calls in and gets stuck in the IVR, is the victim of a poor process, or even something they see, hear, or even smell in a retail establishment or if they can t find a parking space because employees parked in all of the visitor spaces all of this paints a picture. The customer experience, says Kovacevic, is the sum of all of the interactions and opportunities to connect with and impress the customer and, ultimately, what the customer uses to judge your brand. And when something goes wrong, it all hinges on the next interaction. Sometimes that next contact a customer has with an employee will make all the difference in the world, said Kovacevic. If employees are always mindful of the customer experience, they can make up for some of the negatives if they are

2 Ask the Customer Experience Experts 2 willing to listen and fix whatever went wrong. It s all about how you move forward. Preparing for a positive customer experience As agents and other frontline employees are better equipped to exceed customer expectations, the customer experience becomes more personalized and, as a result, a company creates competitive advantage. A recent study conducted by Accenture found that nearly half of B2B firms agree that customer experience is a competitive differentiator, yet they invest as little as 1% of their annual revenue into it. There is so much parity and equality in products and services today that customer service and the customer experience are really the big differentiators, said Greg Levin, author of Full Contact: Contact Center Practices and Strategies that Make an Impact. The question becomes how you will distinguish yourself not just in your mission statement, but proving it in your actions. So, how can you ensure your customers will have a positive experience? Understand the customer One fundamental thing organizations can do that is often overlooked is to simply take a step back and identify who their customer is. This means understanding their needs and expectations in your industry. Without doing this, it is difficult to create a path to delivering a good customer experience, said Flavio Martins, customer experience expert and author of the Win the Customer blog. Then, once you have this understanding, you must ensure that everyone in the organization is working together so that the experience is consistent with customers across the board. Look at the big picture The customer experience includes everything from the customer s point of view not just their interactions. Employees, no matter what their department or role, should remember that the customer experience includes everything from the customer s point of view not just their interactions. I encourage our clients to experience all kinds of interactions from the customer s standpoint, said Kovacevic. We tell them to call into their own call centers, experience the IVR, and observe how they are greeted by agents. Monitor calls. Visit the website. See how long it takes to get a response by or social media. It s just not enough for the customer service employees to understand and focus on the customer experience because they aren t the only ones interacting with customers. It s a team effort. Be consistent Again, consistency is key. Not only should customer service employees be focused on delivering a positive customer experience, but so should every department within an organization.

3 Ask the Customer Experience Experts 3 Every single division must understand what the customer experience is and be in alignment so that the delivery is consistent across every single customer interaction, said Martins. This includes sales and marketing, as they make sales calls and collect data all the way to IT, said Martins. Ask yourself, are they focused on the customer experience when they make decisions within their sphere of influence? Get proactive According to Levin, it s important to empower your agents and other frontline employees to be customer-centric so that they deliver exceptional customer service. This includes focusing on the key performance metrics, processes and tools that really impact the customer experience and less focus on things like Average Handle Time (AHT). There must also be a focus on training. Agents have to be able to answer customer inquiries and solve their problems, but it s also critical that they feel they are knowledge workers and not just occupying a seat, said Levin. They also need the right tools. Agents don t have to be able to answer every question off the top of their heads, but the information needs to be accessible. Invest in your agents Frontline agents are one of the most valuable assets in a contact center and an organization as a whole and should be used as consultants. They know what your customers are asking for and they know what they need in order to serve them better. Increase agent autonomy and ownership, said Levin. Welcome their feedback and act on it. This includes engaging agents on task forces and panels for ideas, providing ongoing training and development opportunities, and rewarding and recognizing outstanding performance, said Levin. The result is happier agents who are more satisfied in their roles and committed to your customers and your organization s reputation. Measuring the Customer Experience Customers expect agents to be knowledgeable enough to resolve their issues and efficient enough to do it quickly. This expectation can be measured in part with metrics such as Service Level, First Call Resolution (FCR) and Customer Satisfaction scores. Service level measures the percentage of calls or online interactions handled in a specific amount of time, which addresses agent efficiency, while FCR measures whether or not the agent was able to handle the customer s issue in one call. The best way to measure the customer experience in your organization is by listening to your customers. In addition to analytics like FCR and contact quality scores, IVR or -based surveys or surveys conducted by a third-party after an interaction can provide valuable customer feedback that can be used to improve future interactions. However, these tools don t always provide a complete picture because not all customers

4 Ask the Customer Experience Experts 4 respond to surveys. Measuring quality from the customer s perspective through quality monitoring tools gives managers insight into the customer experience on a transaction-by-transaction basis. Customers often mention things like I love ordering from you because, or I really wasn t sure which button to press to get through to you and the agent doesn t make a note of it, said Kovacevic. By monitoring calls, managers can get real-time customer feedback that is happening right there on the call or . Social media sites like Twitter and Facebook are also an invaluable tool to evaluate how your customers view your company, brand and service. Agents can be trained on how to effectively interact with customers on social sites and provide both proactive service and damage control, said Levin. The best contact centers keep a close eye on social media and have social media monitoring tools in place to see what their customers are saying about them, said Levin. They re-tweet the good things and fix the bad things as soon as possible. Intraday Management Customers often mention things like I love ordering from you because, or I really wasn t sure which button to press perceive that their inquiry isn t being answered quickly, their perception or experience is already off to a rocky start and puts more pressure on agents. Agents need to have the right knowledge and information to effectively handle customer inquiries and provide a consistent customer experience. Since products, services and policies can continuously evolve, agents need to be continually updated on any changes in order to provide correct information and maintain consistency across channels. With a constant ebb and flow of incoming calls, chats or inquiries and limited time to squeeze in training, intraday management technology can better optimize the efficiency of the contact center organization. In multi-channel environments, using technology to automatically balance agents across , phone, and chat, according to real-time volume, ensures customers have quicker access to answers in their preferred channel. And when service levels threaten to endanger customer experience, intraday management automates the voluntary overtime process to ensure enough agents are always available. A positive customer experience starts with a positive customer interaction and a huge percentage of interactions occur in an organization s call center. This impression can begin even before your customers reach an agent. If customers This technology also increases the frequency of agent training and coaching by dynamically delivering individualized training, coaching, knowledge base reviews and other off-phone work directly to the desktop during aggregated idle time. When

5 Ask the Customer Experience Experts 5 volume unexpectedly spikes, agents are automatically prompted to return to answering calls so that service levels are not negatively affected. As a result, more qualified agents are available to handle and process customer inquiries, and agents get the training and coaching they need to handle complex customer questions and requests. And as agents increase their skills and competencies, skill and queue associations are automatically updated to ensure that customers can quickly reach the agents most suited to handle their inquiries. When intraday management technology alleviates these manual updates, supervisors and managers can spend quality time coaching and developing agents. The best contact centers keep a close eye on social media to see what their customers are saying about them As agents become more empowered and confident, the customer experience also improves. How do I know if my customers are happy? You can use case studies, analytics and surveys, but ultimately, how is your business doing? said Martins. Your customers speak with their wallets. If you are performing well and customers keep coming back and referring others, you will see that reflected in your bottom line. If you don t meet their needs, they will turn away and go somewhere else. About Intradiem Intradiem, formerly Knowlagent, is the leader in intraday management solutions for multi-channel contact centers. Intradiem s customers achieve an invincible customer experience with a real-time workforce. Intradiem s solutions automate manual processes such as intraday task management, intraday staffing, reskilling, channel balancing, and real-time alerts to ensure front-line workforces are poised to react to whatever the market throws their way. More than 450,000 contact center, field service, retail, bank branch, and back office employees around the world use Intradiem s solution every day. For more information, call or visit

Today s Contact Center - Complex, Siloed and Manual

Today s Contact Center - Complex, Siloed and Manual Today s Contact Center - Complex, Siloed and Manual WFM ACD Performance Mgmt LMS Email / Chat Mgmt Social Mgmt Voice Analytics Service Level Reports Training Productivity Voluntary Time-Off Voluntary Overtime

More information

WHITE PAPER. The Five Fundamentals of a Successful FCR Program

WHITE PAPER. The Five Fundamentals of a Successful FCR Program The Five Fundamentals of a Successful FCR Program April 2012 Executive Summary Industry analysts agree that First Contact Resolution (FCR) is the best way to measure the effectiveness of your contact center.

More information

Contact Center Executive Roundtables How contact centers will leverage innovation to create great agents and outstanding customer experiences

Contact Center Executive Roundtables How contact centers will leverage innovation to create great agents and outstanding customer experiences 1 Contact Center Executive Roundtables How contact centers will leverage innovation to create great agents and outstanding customer experiences The landscape of the call center has changed. Social media

More information

The Customer Experience:

The Customer Experience: The Customer Experience: The Holy Grail of Competitive Advantage. 1 A great customer experience has emerged as the holy grail of competitive advantage. Providing a great customer experience has emerged

More information

CONTACT CENTER 09: Five Steps to a Lean, Customer-Centric Service Organization

CONTACT CENTER 09: Five Steps to a Lean, Customer-Centric Service Organization CONTACT CENTER 09: Five Steps to a Lean, Customer-Centric Service Organization 2009 RightNow Technologies. All rights reserved. RightNow and RightNow logo are trademarks of RightNow Technologies Inc. All

More information

06. Create a feedback loop. 01. Create a plan. 02. Improve People skills. 07. Get a tool that supports the workflow. 03. Keep your promises

06. Create a feedback loop. 01. Create a plan. 02. Improve People skills. 07. Get a tool that supports the workflow. 03. Keep your promises 01. Create a plan 06. Create a feedback loop Plan how you are going to provide better customer service and take help from both staff and customers. 02. Improve People skills Service is a skill and people

More information

Reducing Customer Churn

Reducing Customer Churn Reducing Customer Churn A Love Story smarter customer contact Breaking up is hard to do The old adage that it s cheaper (and better) to hold onto an existing customer than to acquire a new one isn t just

More information

Best Practices for Managing Agents in Multi-Channel Contact Centers

Best Practices for Managing Agents in Multi-Channel Contact Centers Best Practices for Managing Agents in Multi-Channel Contact Centers November 2013 Sponsored by: - 1 - DMG Consulting LLC Table of Contents Introduction... 1 What is a multi-channel contact center?... 1

More information

Elevate Customer Experience and Engagement in the New Digital World

Elevate Customer Experience and Engagement in the New Digital World Elevate Customer Experience and Engagement in the New Digital World John Chan CRM Solutions Lead, Microsoft Business Solutions Microsoft Asia Customer buying behavior has fundamentally changed therefore,

More information

Creating an effortless customer experience requires insider knowledge from three key stakeholders:

Creating an effortless customer experience requires insider knowledge from three key stakeholders: Consider the impact of every contact center agent having the knowledge, tools and ability to provide a flawless experience; think about the results that are possible when an organization perfectly aligns

More information

Sponsored By: Contact Center Coaching Best Practices: Outstanding Agents Strengthen Your Brand

Sponsored By: Contact Center Coaching Best Practices: Outstanding Agents Strengthen Your Brand Sponsored By: Contact Center Coaching Best Practices: Outstanding Agents Strengthen Your Brand Table of Contents I. Executive Summary...1 II. Coaching is Not as Easy as it Looks...1 III. Building a Winning

More information

Managing the customer experience across channels -- a manager's guide

Managing the customer experience across channels -- a manager's guide E-Book Managing the customer experience across channels -- a manager's guide With numerous customer touchpoints -- including email, customer communities and other social media, text and chat -- it s crucial

More information

8 Ways To Build Your Brand Using Social Media

8 Ways To Build Your Brand Using Social Media 8 Ways To Build Your Brand Using Social Media 1 introduction 8 Ways to Build Your Brand Using Social Media Social media has changed the way our entire world works. Everyone has an equal voice and immediate

More information

Why the Bank Customer Experience Matters Creating the Ultimate Banking Experience

Why the Bank Customer Experience Matters Creating the Ultimate Banking Experience WHITEPAPER Why the Bank Customer Experience Matters Cheryl Flink, PhD. Senior Vice President, Research 2 Why the bank Customer experience Matters The Great Recession has stunned consumers and made many

More information

8 WAYS TO BUILD YOUR BRAND USING SOCIAL MEDIA

8 WAYS TO BUILD YOUR BRAND USING SOCIAL MEDIA TIP SHEET 8 WAYS TO BUILD YOUR BRAND USING SOCIAL MEDIA Social media has changed the way our entire world works. Everyone has an equal voice and immediate access to vast networks of friends and followers.

More information

Sponsored by. Contact Center Analytics Empower Enterprises

Sponsored by. Contact Center Analytics Empower Enterprises Sponsored by Contact Center Analytics Empower Enterprises Table of Contents Executive Summary... 1 The Changing Mission of Contact Centers... 1 Contact Center Goals... 1 Contact Center Analytics... 2 What

More information

Call Center Glossary. Call Center Resources

Call Center Glossary. Call Center Resources Call Center Resources Call Center Glossary after-call work (ACW) The work that an agent completes after a call ends. It can include entering activity codes, completing forms or sending an outbound communication.

More information

How healthy is your business?

How healthy is your business? How healthy is your business? Five Steps for Getting and Retaining Customers in the Fitness, Health and Wellness Industry + Plus, How to determine if a Customer Feedback Management (CFM) Program is right

More information

6 SECRETS TO OFFERING EXCEPTIONAL CUSTOMER SERVICE. 2013 salesforce.com, inc. All rights reserved.

6 SECRETS TO OFFERING EXCEPTIONAL CUSTOMER SERVICE. 2013 salesforce.com, inc. All rights reserved. 6 SECRETS TO OFFERING EXCEPTIONAL CUSTOMER SERVICE 2013 salesforce.com, inc. All rights reserved. > Intro INTRODUCTION The vast majority of people are not experiencing great service. Nearly a third of

More information

Briefing Paper. How to Compete on Customer Experience: Six Strategic Steps. www.syn gro.c om SynGro SynGro 2013 2013 Tel: +44 (0 ) 15 06 5 92 2 24

Briefing Paper. How to Compete on Customer Experience: Six Strategic Steps. www.syn gro.c om SynGro SynGro 2013 2013 Tel: +44 (0 ) 15 06 5 92 2 24 Briefing Paper How to Compete on Customer Experience: Six Strategic Steps How to Compete on Customer Experience: Six Strategic Steps Voice of the Customer as a term has come to reflect the growing understanding

More information

Social Media and Content Marketing.

Social Media and Content Marketing. Social Media and Content Marketing. A Guide for B2B Marketing Managers. On the Internet, marketing trends come and go faster than ever. Do you remember frames, flash intros, and even visitor counters?

More information

Lead Scoring for Success. A practical guide to achieving better results with lead scoring

Lead Scoring for Success. A practical guide to achieving better results with lead scoring Lead Scoring for Success A practical guide to achieving better results with lead scoring Lead Scoring The Growing Need for Lead Scoring The Growing Need for Lead Scoring A company s website is still one

More information

Effectively Using Your Data for Customer Retention

Effectively Using Your Data for Customer Retention Effectively Using Your Data for Customer Retention Your Goal May Be First Call Resolution, But Having a Second Call Treatment Plan is Essential Written By: Bob Brittan B2 Consulting Contents First Call

More information

Five steps to improving the customer service experience

Five steps to improving the customer service experience Five steps to improving the customer service experience Metrics, tips, and tools for utilizing customer feedback An Ovum White Paper Sponsored by Publication Date: January 2012 INTRODUCTION As the use

More information

How to Catapult your Contact Center through the Next Wave of Customer Expectations. Steve McKinney Customer Experience Designer COMPLEX SYSTEMS ONE

How to Catapult your Contact Center through the Next Wave of Customer Expectations. Steve McKinney Customer Experience Designer COMPLEX SYSTEMS ONE How to Catapult your Contact Center through the Next Wave of Customer Expectations. Steve McKinney Customer Experience Designer COMPLEX SYSTEMS ONE The New World of Customer Service The New World of Customer

More information

5 Tools Transforming Government Customer Service. Susie Adams CTO, Microsoft Federal

5 Tools Transforming Government Customer Service. Susie Adams CTO, Microsoft Federal 5 Tools Transforming Government Customer Service Susie Adams CTO, Microsoft Federal Government s perception of customer service 65% of federal managers say their organization goes above and beyond to deliver

More information

The US Contact Center Decision-Makers Guide 2014. The Contact Center Performance chapter. Sponsored by

The US Contact Center Decision-Makers Guide 2014. The Contact Center Performance chapter. Sponsored by The US Contact Center Decision-Makers Guide 2014 The Contact Center Performance chapter Sponsored by The "US Contact Center Decision-Makers' Guide (2014-7 th edition)" is the major annual report studying

More information

CONTACT CENTER REPORTING Start with the basics and build success.

CONTACT CENTER REPORTING Start with the basics and build success. tech line / dec 2013 CONTACT CENTER REPORTING Start with the basics and build success. By Brian Hinton, Strategic Contact Inc. Pipeline Articles www.contactcenterpipeline.com Brian Hinton Strategic Contact

More information

Customer Centricity in Banking: Driving Revenue and Loyalty. Developing the 21st century workforce TM

Customer Centricity in Banking: Driving Revenue and Loyalty. Developing the 21st century workforce TM Customer Centricity in Banking: Driving Revenue and Loyalty Developing the 21st century workforce TM In today s hypercompetitive banking environment, most financial-services firms are overlooking the one

More information

Customer Service Best Practices Survey Results

Customer Service Best Practices Survey Results Customer Service Best Practices Survey Results Executive Summary During difficult economic times, most organizations shift their focus from acquiring new customers to retaining and growing existing customer

More information

First realization - this is hard. Really hard.

First realization - this is hard. Really hard. First realization - this is hard. Really hard. Customers Are Dynamic Workforces Are Static The status quo is inefficient. Change is needed Intraday Management is Critical More than 60% cite intraday management

More information

Best Practices for Improving Customer Service

Best Practices for Improving Customer Service Best Practices for Improving Customer Service Table of Contents 1 2 3 4 5 6 7 8 Why You Should Read this ebook Understanding the Customer Experience Poor Customer Service and Your Bottom Line 5 Steps to

More information

Creating Real Value for Your Customers and Your Organization in the Call Center

Creating Real Value for Your Customers and Your Organization in the Call Center 2011 The Business Value in Balancing Call Center Efficiency with Customer Satisfaction Creating Real Value for Your Customers and Your Organization in the Call Center Sponsored by 1 Striking the Balance

More information

Global Insights on Succeeding in the Customer Experience Era. Copyright 2013, Oracle and/or its affiliates. All rights reserved.

Global Insights on Succeeding in the Customer Experience Era. Copyright 2013, Oracle and/or its affiliates. All rights reserved. Global Insights on Succeeding in the Customer Experience Era 1 Contents Introduction 3 Methodology 4 Executive Summary 6 Findings 7 Our Take 16 Industry & Regional Appendix 18 2 Introduction Today s consumers

More information

NOUS CREATING POSITIVE CUSTOMER EXPERIENCE IN BANKING INFOSYSTEMS LEVERAGING INTELLECT

NOUS CREATING POSITIVE CUSTOMER EXPERIENCE IN BANKING INFOSYSTEMS LEVERAGING INTELLECT NOUS INFOSYSTEMS LEVERAGING INTELLECT CREATING POSITIVE CUSTOMER EXPERIENCE IN BANKING Abstract Understanding the customer experience is the key in today s highly competitive and changing banking industry.

More information

WAYS. Your Contact Center. to Boost Productivity. Tips for making your call center agents more efficient and your customers happier.

WAYS. Your Contact Center. to Boost Productivity. Tips for making your call center agents more efficient and your customers happier. 13 WAYS to Boost Productivity IN Your Contact Center Tips for making your call center agents more efficient and your customers happier. 13 Ways to Boost Productivity in Your Contact Center All too often,

More information

SURVIVING CHRISTMAS WITH CIRRUS A GUIDE FOR RETAILERS AND ECOMMERCE REDEFINING CUSTOMER CONTACT

SURVIVING CHRISTMAS WITH CIRRUS A GUIDE FOR RETAILERS AND ECOMMERCE REDEFINING CUSTOMER CONTACT SURVIVING CHRISTMAS WITH CIRRUS A GUIDE FOR RETAILERS AND ECOMMERCE REDEFINING CUSTOMER CONTACT SURVIVING CHRISTMAS WITH CIRRUS A GUIDE FOR RETAILERS AND ECOMMERCE CIRRUS is a cloud based contact centre

More information

business brief How Mobility Transforms the Art of Customer Interaction jabra.com

business brief How Mobility Transforms the Art of Customer Interaction jabra.com Wireless in the Contact Center? How Mobility Transforms the Art of Customer Interaction Wireless in the Contact Center? 2 The stereotype of the contact center, of row after row of agents tethered physically

More information

NEC Contact Centres (Genesys)

NEC Contact Centres (Genesys) Customisable and scalable solutions with enhanced functionality NEC Contact Centres (Genesys) On-premise or Cloud Solutions NEC Australia nec.com.au NEC supports more than 10,000 Genesys-based agent seats

More information

Providing Quality Customer Service

Providing Quality Customer Service Providing Quality Customer Service What is Customer Service? For all school district employees to provide the best customer service possible, we must first understand customer service. There are many acceptable

More information

GUIDE TO PURCHASING A PHONE SYSTEM FOR YOUR CALL CENTER

GUIDE TO PURCHASING A PHONE SYSTEM FOR YOUR CALL CENTER GUIDE TO PURCHASING A PHONE SYSTEM FOR YOUR CALL CENTER A STEP-BY-STEP PRIMER TO HELP YOU SELECT THE RIGHT SOLUTION FOR YOUR SMALL TO MIDSIZE BUSINESS GUIDE TO PURCHASING THE RIGHT PHONE SYSTEM FOR YOUR

More information

A Quick Guide to Social Customer Service: Measure, Refine & Scale

A Quick Guide to Social Customer Service: Measure, Refine & Scale A Quick Guide to Social Customer Service: Measure, Refine & Scale Measuring how well your Social Customer Service program is working for both your customers and your business is not easy. For the last

More information

The Evolving Role of Process Automation and the Customer Service Experience

The Evolving Role of Process Automation and the Customer Service Experience The Evolving Role of Process Automation and the Customer Service Experience Kyle Lyons Managing Director Ponvia Technology Gina Clarkin Product Manager Interactive Intelligence Table of Contents Executive

More information

Improve customer experience with your call center

Improve customer experience with your call center Improve customer experience with your call center 1 Table of Contents Welcome to the Age of the Unloyal Customer Superior Service Is More Difficult Than It Looks Segmented customer touchpoints Who is responsible

More information

HOW TO GROW YOUR BUSINESS WITH PROACTIVE SUPPORT

HOW TO GROW YOUR BUSINESS WITH PROACTIVE SUPPORT HOW TO GROW YOUR BUSINESS WITH PROACTIVE SUPPORT 2 Contents 03 Introduction 04 The Budding Possibilities of Proactive Live Chat 05 Shifting from Reactive to Proactive Support 07 Put a Spring in Your Step

More information

Defining Social Media. 7 Golden Rules to Successful Social Media in Business

Defining Social Media. 7 Golden Rules to Successful Social Media in Business Defining Social Media Social media isn t just a handful of social networks, it s anywhere on the web where you can interact and share your thoughts with others, ie most of the internet. It s also not stand

More information

The banking call centre Evolving to meet customers expectations

The banking call centre Evolving to meet customers expectations The banking call centre Evolving to meet customers expectations What purpose does telephony serve in modern day banking? What functionality and culture are required to meet customer demands? The digital

More information

White paper. 8 plays. To deliver an integrated customer service experience. On Break Free. 25 2 min Busy. Average Handle Time

White paper. 8 plays. To deliver an integrated customer service experience. On Break Free. 25 2 min Busy. Average Handle Time White paper 8 plays To deliver an integrated customer service experience On Break Free 25 2 min Busy Average Handle Time % Today, multi-channel usage is a way of life, but the trend seems to have bypassed

More information

Delivering a Superior Customer Experience

Delivering a Superior Customer Experience An excerpt from the 2013 Customer Experience Management Guide Delivering a Superior Customer Experience IT S IMPORTANT TO EMPOWER YOUR AGENTS TO DO THE RIGHT THING FOR THE CUSTOMER. THEY ARE, AFTER ALL,

More information

DELIVERING SERVICE DIFFERENTIATION THROUGH CUSTOMER EXPERIENCE. Delivering service differentiation through customer experience

DELIVERING SERVICE DIFFERENTIATION THROUGH CUSTOMER EXPERIENCE. Delivering service differentiation through customer experience Delivering service differentiation through customer experience CHASE RESPONSE MAY 2010 The marketplace Companies are facing an increasingly competitive landscape where the battle for market share and changing

More information

Multichannel Customer Care

Multichannel Customer Care Multichannel Customer Care The changing landscape in customer communication provides a unique opportunity to combine the assets of our outsource services division (call center and network) with our social

More information

Call Recording for Customer Retention and Superior Service

Call Recording for Customer Retention and Superior Service Call Recording for Customer Retention and Superior Service A Mitel Whitepaper August 2014 LEVERAGING SUPERIOR SERVICE AS A COMPETITIVE ADVANTAGE...3 THE PROFESSIONAL INTERACTION MANAGEMENT SOLUTION...3

More information

Specialty Answering Service. All rights reserved.

Specialty Answering Service. All rights reserved. 0 Contents 1 Abstract... 2 2 About ACD & Its Relationship with Call Centers... 3 2.1 How ACD Software Routes Calls Based on Topic... 3 2.2 How ACD Reduces Operator Talk Time... 3 3 ACD and Call Reporting...

More information

Contact Center Workforce Management Market Report Reprint Reprinted for:

Contact Center Workforce Management Market Report Reprint Reprinted for: Contact Center Workforce Management Market Report Reprint Reprinted for: - 1 - DMG Consulting LLC Table of Contents 1. Introduction 1 2. WFM Market Challenges 1 3. Meeting the Challenge of Intra-Day Management

More information

Getting it Right: Seven Steps to Right Channeling Customer Interactions

Getting it Right: Seven Steps to Right Channeling Customer Interactions Getting it Right: Seven Steps to Right Channeling Customer Interactions A Joint Whitepaper from IntelliResponse and Oracle In seven simple steps, ebusiness, Customer Experience and Contact Center professionals

More information

Monitoring the team s performance

Monitoring the team s performance Monitoring the team s performance Why does your team need to be monitored? How can performance be monitored? You should ensure that you monitor only what is really important. In the two BS2 sessions Making

More information

Reputation Management for Local Businesses: Protect Your Image

Reputation Management for Local Businesses: Protect Your Image By: James Iannelli RI Reputation Management www.reputationmanagementri.com (401) 316-2931 1 Introduction As a business owner, you already know that managing a business is a LOT of work; from keeping the

More information

Optimize. Respond to customers faster and easier, no matter how they contact you. Multimedia Contact Center. bring customers closer

Optimize. Respond to customers faster and easier, no matter how they contact you. Multimedia Contact Center. bring customers closer Optimize Multimedia Contact Center Respond to customers faster and easier, no matter how they contact you Quick facts 1. 2. 3. 4. 5. We re contact center experts Zeacom has 20 years of experience and 200

More information

Customer Experience Blueprint Maturity tool

Customer Experience Blueprint Maturity tool Customer Experience Blueprint Maturity tool This Customer Experience Blueprint Maturity Analysis tool is designed to help you to first to understand what is the current situation in your business and then

More information

THE SECRETS TO ONLINE MARKETING (MOST AGENCIES WILL NEVER TELL YOU!) A Key Principles publication

THE SECRETS TO ONLINE MARKETING (MOST AGENCIES WILL NEVER TELL YOU!) A Key Principles publication 10 THE S TO ONLINE MARKETING (MOST AGENCIES WILL NEVER TELL YOU!) A Key Principles publication 10 S THE TO ONLINE MARKETING (MOST AGENCIES WILL NEVER TELL YOU!) By Jackie Key, Managing Director, Key Principles

More information

Sitel Premium Technical Support as a Strategic Imperative.

Sitel Premium Technical Support as a Strategic Imperative. White Paper. Sitel Premium Technical Support. Sitel Premium Technical Support as a Strategic Imperative. Monetizing the customer experience yields tangible return on investment. By: Chandra Venkatesan

More information

Social Media: An Ocean of Customer Feedback. Living customer centricity in a digital world

Social Media: An Ocean of Customer Feedback. Living customer centricity in a digital world Social Media: An Ocean of Customer Feedback Living customer centricity in a digital world Why Are You Here? The value that ICSA provides Customer centricity is not just the hot term Customer satisfaction

More information

THE CMI CONTENT MARKETING FRAMEWORK. 7 Building Blocks to Success

THE CMI CONTENT MARKETING FRAMEWORK. 7 Building Blocks to Success THE CMI CONTENT MARKETING FRAMEWORK 7 Building Blocks to Success Your company is probably already exploring the role that compelling content can play in your own marketing programs just as many other companies

More information

Stream Energy Delivering the type of quality customer service that your best friend would recommend.

Stream Energy Delivering the type of quality customer service that your best friend would recommend. inside view / oct 2013 Stream Energy Delivering the type of quality customer service that your best friend would recommend. By Susan Hash, Contact Center Pipeline Pipeline Articles www.contactcenterpipeline.com

More information

20 Customer Service Best Practices SELL. SERVICE. MARKET. SUCCEED.

20 Customer Service Best Practices SELL. SERVICE. MARKET. SUCCEED. 20 Customer Service Best Practices SELL. SERVICE. MARKET. SUCCEED. We are firm believers in putting the customer back in customer service. It can be easy for customer service departments to continue doing

More information

Comprehensive Guide to Marketing Like Starbucks

Comprehensive Guide to Marketing Like Starbucks Comprehensive Guide to Marketing Like Starbucks 1 Introduction 6 reasons Starbucks Marketing Communications Strategy is so Effective is one of our most popular posts, continuing to be a top performer even

More information

6 Steps to creating a Cross Channel Communications Roadmap

6 Steps to creating a Cross Channel Communications Roadmap 6 Steps to creating a Cross Channel Communications Roadmap Identifying the Road Ahead to Cross Channel Marketing Success Darcy Bevelacqua Darcy@Succcess-works.com 917 520-061 6 Steps to Creating a Successful

More information

YOUR REPUTATION IS AT RISK! REPUTATION MANAGEMENT BECAUSE YOUR REPUTATION IS AT RISK! 727 479-2991. 0 P a g e

YOUR REPUTATION IS AT RISK! REPUTATION MANAGEMENT BECAUSE YOUR REPUTATION IS AT RISK! 727 479-2991. 0 P a g e 0 P a g e BECAUSE YOUR REPUTATION IS AT RISK! YOUR REPUTATION IS AT RISK! REPUTATION MANAGEMENT 727 479-2991 1 P a g e Table of Contents Online Reputation Management... 2 What is online reputation management?...

More information

Inbound Marketing Methodology

Inbound Marketing Methodology White Paper Inbound Marketing Methodology The best way to turn strangers into customers and promoters of your business. The proven methodology for the digital age Since 2006 inbound marketing has been

More information

3 KEYS TO TRANSFORMING SALES & MARKETING WITH INBOUND MARKETING

3 KEYS TO TRANSFORMING SALES & MARKETING WITH INBOUND MARKETING 3 KEYS TO TRANSFORMING SALES & MARKETING WITH INBOUND MARKETING 2 2011 by Mark Mathson This work is licensed under the Creative Commons Attribution 3.0 United States License. Please feel welcome to share

More information

What Are People Saying About You Online? Is Your Online Reputation Hurting You or Helping You? How to Find Out! Connie Gray

What Are People Saying About You Online? Is Your Online Reputation Hurting You or Helping You? How to Find Out! Connie Gray What Are People Saying About You Online? Is Your Online Reputation Hurting You or Helping You? How to Find Out! Connie Gray It takes 20 years to build a reputation and five minutes to ruin it. If you think

More information

The Right Choice for Call Recording Call Recording for Customer Retention and Superior Service

The Right Choice for Call Recording Call Recording for Customer Retention and Superior Service Call Recording for Customer Retention and Superior Service An OAISYS White Paper Table of Contents Leveraging Superior Service in a Down Economy...1 Tracer: The Professional Interaction Management Solution...1

More information

The Business Case for Contact Center Performance Management

The Business Case for Contact Center Performance Management The Business Case for Contact Center Performance Management 8 Benefits of Modern Performance Management Systems Sponsored by VPI Introduction Benchmark research conducted by Ventana Research on next-generation

More information

Online Reputation Management

Online Reputation Management Online Reputation Management Steps Towards Managing Your Online Reputation Discussion of Online Reputation Management Step-by-step Process for Developing ORM Processes Tools for Listening, Engaging, Measuring

More information

Three Benefits You Gain by Managing the Customer Journey

Three Benefits You Gain by Managing the Customer Journey Three Benefits You Gain by Managing the Customer Journey TABLE OF CONTENTS Three Benefits to Focusing on CX and Customer Journeys...1 Overcoming Roadblocks on The Path to Great Experiences...4 Keys to

More information

Experience Trumps All. Leveraging the Top Trends in Customer Service

Experience Trumps All. Leveraging the Top Trends in Customer Service Experience Trumps All Leveraging the Top Trends in Customer Service Table of Contents 03 The Changing Landscape of Omnichannel Service 05 Trend 1 The Social Media Explosion 07 Trend 2 Device Hopping 09

More information

6 SECRETS TO OFFERING EXCEPTIONAL CUSTOMER SERVICE

6 SECRETS TO OFFERING EXCEPTIONAL CUSTOMER SERVICE 6 SECRETS TO OFFERING EXCEPTIONAL CUSTOMER SERVICE Introduction THE SERVICE GAP The vast majority of people are not experiencing great service. Nearly a third of consumers believe that businesses are now

More information

13 Ways to Boost Productivity in Your Contact Center Tips for making your call centre agents more efficient and your customers happier

13 Ways to Boost Productivity in Your Contact Center Tips for making your call centre agents more efficient and your customers happier 13 Ways to Boost Productivity in Your Contact Center Tips for making your call centre agents more efficient and your customers happier How can you ensure the highest level of customer satisfaction while

More information

The Basics of Promoting and Marketing Online

The Basics of Promoting and Marketing Online How to Start Growing Your Business Online The Basics of Promoting and Marketing Online Revision v1.0 Website Services and Web Consulting Where do you see your business? We see it in the cloud How to Start

More information

Marketing... are you up to speed?

Marketing... are you up to speed? Marketing... are you up to speed? why market my business at all? Marketing lies at the heart of your business success - it connects you with the people who have a need for what you offer and provides a

More information

The Age of the Customer: Focus on Retention

The Age of the Customer: Focus on Retention The Age of the Customer: Focus on Retention A 5% increase in customer retention can boost profitability 75%. Does your customer loyalty make the grade? CONTENTS Customer Lifecycle 101: Roadmap to Customer

More information

Written by: Francois Muscat, Digital Marketing Expert

Written by: Francois Muscat, Digital Marketing Expert Written by: Francois Muscat, Digital Marketing Expert Copyright 2013 WSI. Each WSI franchise office is an independently owned and operated business. In the past, businesses could get away with sending

More information

The new customer experience Drive value by building strong customer loyalty and advocacy

The new customer experience Drive value by building strong customer loyalty and advocacy The new customer experience Drive value by building strong customer loyalty and advocacy The new customer experience of the average buying experience is based on how the customer feels he or she is being

More information

Interactive Intelligence

Interactive Intelligence Interactive Intelligence Customer Service Experience Study (Wave II) by Joe Staples Chief Marketing Officer Interactive Intelligence, Inc. and Thomas Bailey Content Editor Interactive Intelligence, Inc.

More information

The Customer Experience: the Journey from Good to Great

The Customer Experience: the Journey from Good to Great The Customer Experience: the Journey from Good to Great Richard Snow VP & Research Director Customer Engagement Ventana Research Karina Howell Solutions Marketing Manager Interactive Intelligence, Inc.

More information

Are You Headed Toward a Perfect Storm?

Are You Headed Toward a Perfect Storm? leading thoughts / sep 2012 Are You Headed Toward a Perfect Storm? Empowered customers and rapidly expanding access channels are on a collision course with contact centers that are unprepared to meet new

More information

Maximizing Customer Retention: A Blueprint for Successful Contact Centers

Maximizing Customer Retention: A Blueprint for Successful Contact Centers Maximizing Customer Retention: A Blueprint for Successful Contact Centers Sponsored by Table of Contents Executive Summary...1 Creating Loyal Customers: A Critical Company Goal...1 Causes of Customer Attrition...2

More information

Its all about the Customer Experience CX

Its all about the Customer Experience CX Its all about the Customer Experience CX A Good IVR Delivers a Great CX Knows who you are Caters to your preferences Anticipates your needs Respects your time Serves you quickly! 2 People Don t Hate Automation

More information

Lessons learned. From Silos to Social- Blended Multichannel Customer Experiences. A Seven Step Roadmap for Success. Created Exclusively for

Lessons learned. From Silos to Social- Blended Multichannel Customer Experiences. A Seven Step Roadmap for Success. Created Exclusively for From Silos to Social- Blended Multichannel Customer Experiences A Seven Step Roadmap for Success Created Exclusively for Table of Contents Introduction... 3 Doing Social Customer Service Well in Seven

More information

5 Point Social Media Action Plan.

5 Point Social Media Action Plan. 5 Point Social Media Action Plan. Workshop delivered by Ian Gibbins, IG Media Marketing Ltd (ian@igmediamarketing.com, tel: 01733 241537) On behalf of the Chambers Communications Sector Introduction: There

More information

Building your brand around better service. How to make changes that will transform customer experience.

Building your brand around better service. How to make changes that will transform customer experience. Building your brand around better service How to make changes that will transform customer experience. The customer s service experience is key to brand building The customer service center has seen more

More information

Listen, Measure, and Engage. Is Social Media part of your CRM strategy? Value Driven

Listen, Measure, and Engage. Is Social Media part of your CRM strategy? Value Driven Listen, Measure, and Engage Is Social Media part of your CRM strategy? Value Driven If you are not using social media as part of CRM, you are potentially missing out on a huge opportunity for engaging

More information

best practices Social recruiting: Five tips to improve efficiency and get better results

best practices Social recruiting: Five tips to improve efficiency and get better results best practices Social recruiting: Five tips to improve efficiency and get better results Social recruiting is just one aspect of a multi-channel recruiting strategy, but it s one you can t afford to overlook.

More information

What is a Social Media Playbook, and Why Do I Need One?

What is a Social Media Playbook, and Why Do I Need One? What is a Social Media Playbook, and Why Do I Need One? Table of Contents Introduction 03 Start at the Beginning 05 Determine Roles, Responsibilities, and Expectations 06 Decide What Needs a Response 08

More information

REPUTATION MANAGEMENT SURVIVAL GUIDE. A BEGINNER S GUIDE for managing your online reputation to promote your local business.

REPUTATION MANAGEMENT SURVIVAL GUIDE. A BEGINNER S GUIDE for managing your online reputation to promote your local business. REPUTATION MANAGEMENT SURVIVAL GUIDE A BEGINNER S GUIDE for managing your online reputation to promote your local business. About Main Street Hub: Main Street Hub is the voice for more local businesses

More information

Finding Your Gift: Three Paths to Maximizing Impact in Your Career

Finding Your Gift: Three Paths to Maximizing Impact in Your Career Finding Your Gift: Three Paths to Maximizing Impact in Your Career Do you have a job, or a career? Are you working for a paycheck, or are you working on your life s mission? Would you like to discover

More information

Minimise Your Top 5 Operating Risks with CRM

Minimise Your Top 5 Operating Risks with CRM Minimise Your Top 5 Operating Risks with CRM You might have thought that the Customer Relationship Management (CRM) is simply a sales or marketing tool, but CRM can also help you deal with the broader

More information

DESCRIBING OUR COMPETENCIES. new thinking at work

DESCRIBING OUR COMPETENCIES. new thinking at work DESCRIBING OUR COMPETENCIES new thinking at work OUR COMPETENCIES - AT A GLANCE 2 PERSONAL EFFECTIVENESS Influencing Communicating Self-development Decision-making PROVIDING EXCELLENT CUSTOMER SERVICE

More information

Best Practices for Monitoring: Reduce Outages and Downtime. Develop an effective monitoring strategy with the right metrics, processes and alerts.

Best Practices for Monitoring: Reduce Outages and Downtime. Develop an effective monitoring strategy with the right metrics, processes and alerts. Best Practices for Monitoring: Reduce Outages and Downtime. Develop an effective monitoring strategy with the right metrics, processes and alerts. 1 TABLE OF CONTENTS INTRODUCTION WHAT TO MONITOR ENSURING

More information

Guide To Increasing Online Sales - The Back (Office Story)

Guide To Increasing Online Sales - The Back (Office Story) Guide To Increasing Online Sales - The Back (Office Story) 4 Ways Your Inventory & Order Management Solution Plays A Pivotal Role The one sustainable competitive advantage you have to drive more online

More information