Successful call centers have always proactively captured customer service feedback to adapt to changing customer preferences and expectations. Recorded calls are a source of “Big Data” that has been cumbersome to analyze in the past. Now other channels, including social media, web surveys and focus groups, have added to the innumerable sources of data that [...]
If English is your first language, you might be annoyed that almost every automated system you call or that calls you includes one or more language options in the Main Menu. However, if you own or manage a contact center that doesn’t offer at least one language option—most frequently Spanish in the U.S.—this should serve [...]
Preventing Fraud in the Call Center with Phone Printing and Voice Biometrics, a recent Forbes report states, “Most call centers operate with one primary goal: customer service. Unfortunately, this leaves them vulnerable to “bad actors” and fraudsters who perpetrate crimes by socially engineering call center agents who typically employ weak methods to authenticate callers.” Current [...]
You know your center, the industry and your organization. Can you name 15 trends in the contact center industry that are or could be affecting the way you do business? In a series of 15 in-depth articles on the Top 15 Contact Center Trends in 2015, VITEC Inc., your single source for contact center solutions [...]
Remember when working from home was thought to be expensive, a security risk, unproductive, and unmanageable? Well, nowadays high-speed Internet access (DSL and cable), Internet Protocol (IP)/Session Initiation Protocol (SIP)-enabled networks, and line charges are all reasonably priced, and agents working from home can solve many more contact center problems than they used to cause. [...]
Gamification: Valuable new technology or just a new name? There probably isn’t one successful contact center that doesn’t use some form of motivation to keep their workers focused on the job at hand. Familiar strategies include: bonuses for goals reached by an individual or a team, an electronic “peer pressure” board showing scores for individual [...]
Do you “Roundtable”? Have you even heard this noun used as a verb? In 2015, roundtable could join a long list of nouns that we now commonly use as verbs, for example: email, text, Google, friend, access, etc. “Trend,” now used as a verb meaning “change or develop in a general direction,” as in “unemployment [...]
Do you really know all you need to know about cloud-based contact center technology, or are you still a little foggy about this popular new trend? Understanding the benefits and challenges of a cloud-based (hosted) solution and knowing what is the best option for your business—cloud-based, site-premised or a combination of both—can keep vendors from [...]
Operating in what has been dubbed the “age of the customer,” virtually all businesses profess a rhetorical commitment to the customer experience. Many confirm plans to significantly boost their customer service investments. Success, however, continues to elude organizations. Few, for all their tireless, pricey efforts to improve the customer experience, are managing to optimize their [...]
Sixty-six percent of consumers globally switched brands due to poor customer service in 2014, and about 82 percent of those who switched said that the brands could have done something to stop them. Global Consumer Pulse Survey, November 2013 When your contact center offers multi-channel communication, keeping customers satisfied on all channels is a must. [...]