Call Center Banner Stats

Multi-Channel Customer Service
158 results
of 15
Posted:

As customers, we’ve all experienced it before – “I can’t get to an agent!”, “I’ve already given you that information!”, “I have to be on hold for how long?”

Everyday customer experience (CX) executives are faced with the ongoing pressure to deliver a positive experience to increase... Full Content »
Posted:

In a recent Aberdeen report 60% of companies reported that they weren’t able to increase customer satisfaction in 2012. With more than 80% of revenues coming from existing customers it is imperative for service organizations to focus on improving customer engagement.

 Register for the webinar “How to Improve Engagement with a... Full Content »
Posted:

Outstanding service pays off—for your customers, for your company. But it must be consistent across all channels. As  recent Aberdeen Group benchmark study points out, Best-in-Class companies enhancing online and contact center experiences—in unison—are seeing compelling results:


>75% first contact resolution rates... Full Content »
Posted:

As demands on contact centers have increased over time, companies are looking to bring the best talent into their agent pools.  The availability of cloud computing technologies in the contact center has opened capabilities to deploy agents anywhere.  Because of this, companies are able to experiment with different deployment options... Full Content »
Posted:

In a recent Aberdeen report 60% of companies reported that they weren’t able to increase customer satisfaction in 2012. With more than 80% of revenues coming from existing customers it is imperative for service organizations to focus on improving customer engagement.

 Register for the webinar “How to Improve Engagement with a... Full Content »
Posted:
Organizations are quickly moving to implement multichannel analytics with the intention of using this tool to improve the customer experience, but in the rush they are all too often neglecting to have both a resource and process strategy firmly in place. Why does this matter? Without alignment of resources and processes, users initially are... Full Content »
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More and more customers turn to Facebook, Twitter and their favorite web destinations to discuss both positive and negative service issues and discover other customers who can help. Companies are learning how to optimize these channels and foster community interaction to help solve customer complaints faster. Full Content »
Posted:

Customer Experience, as much as everything else in organizations today, is changing.
And sure, while we could say that it’s in a constant state of change, this latest change is significant! Today, customers around the world are demanding better experiences, insisting on more channels for communication and expect more control over their... Full Content »
Posted:

There are a lot of potential snags in the customer lifecycle that can diminish the customer experience - but you can prevent a lot of them. Many of those pitfalls stem from complexities in the type of business or product you offer and the level of customer service you provide (and your customers demand). Whether yours is a high-touch environment... Full Content »
Contributor: Blake Landau
Posted: Tue, 04/07/2009
Blake Landau

Art Hall is a call center expert. As manager of Alvarez & Marsal Business Consulting, he believes we are no longer in the service economy, but rather the experience economy; however, he sees that companies are currently struggling because most are not delivering on this experience. In this podcast, you’ll hear Hall’s most crucial... Full Content »
Contributor: Blake Landau
Posted: Tue, 08/04/2009
Blake Landau

David Cicarrelli is interested in matchmaking.

The founder of Voices.com, Cicarrelli saw a demand for improved customer service offerings and launched his company, a matchmaker between buyers and sellers of voice recordings. Cicarrelli is interested in improving the customer experience through a simple integration of live chat with customer... Full Content »
158 results
of 15
Posted: Thu, 09/17/2009
Home Based Agents: Expanding Your Talent Pool and Realizing Cost Savings

Hilton has been raising the bar with providing outstanding customer service with an at home agent program omprising 40 percent of reps. They are in the process of signing a partnership with a non profit to hire at home agents and have launched a home grown virtual training program.

• Saving money with at home versus in house while getting Full Video »
Contributor: Blake Landau
Posted: Tue, 04/07/2009
PodcastImage
Art Hall is a call center expert. As manager of Alvarez & Marsal Business Consulting, he believes we are no longer in the service economy, but rather the experience economy; however, he sees that companies are currently struggling because most are not delivering on this experience. In this podcast, you’ll hear Hall’s most crucial call center Full Podcast »
Contributor: call center week
Posted: Tue, 08/25/2009
call center week

Technical support is an inherent part of the customer experience for many businesses, and how well that service is delivered can have a profound and lasting effect on the customer’s willingness to buy again in the future. New call center research from Vocal Laboratories (Vocalabs) validates the impact of phone-based customer service on cust Full Sector Report »