To keep customers safe and informed, utility companies need to provide easy-to-use omnichannel communications for scheduling service visits, paying bills, finding answers to frequently asked questions, and inquiring about outages and emergencies....
Average handle time, or AHT, is one of the most important contact center metrics. It characterizes the duration of call processing by agents and has a strong impact on the whole operation of the contact center. For instance, it directly...
A growing trend, and a recent survey reports that 83% of customers go to a company’s website for information before using any other channel. And looking ahead, Gartner predicts that a customer will manage 85% of the relationship with an...
It’s no secret that contact center operations are becoming more complex. An increasing number of channels, combined with multiple CRM systems and homegrown applications, makes it increasingly difficult for contact centers to manage data and serve...
Customer experience is a dynamic journey best served by systems, workflows, and agents that continually improve. The most successful organizations set up the contact center for ongoing feedback and capture knowledge as it grows and changes....
Last week we launched Part one of our Effortless, Personal Omnichannel Customer Service blog series and gave you our top two tips! You learned in Part one what makes a true omnichannel contact center and why omnichannel is the key to survival (be...
Key Performance Indicators (KPIs) and Analytics often drive contact centers and are the main influence on key business decisions. But, while quantitative data is critical to performance, qualitative data created from customer satisfaction surveys...
Customer service agents are often the primary point of contact with your customers. It makes sense that you want your customer-facing employees to be helpful, enthusiastic, and happy to be doing their jobs. After all, your company’s reputation,...
“How do I get started with effortless, personal, omnichannel customer service?”
This question is one that I frequently get from the biggest to the smallest brands and everything in between. As much as the term “omnichannel” has been used—and...
Recently, in my discussions with several customer service customers and prospects, I noticed that even though each conversation was about a specific issue, many of them were ultimately about being able to communicate with customers in context.