Independent Contact Center Consultants: Bridging Strategy, Technology and Operations Since 2004

Voice of the Customer Technology Choices

If you’re planning to listen to the Voice of the Customer, you’ll need some technology for collecting customer input, analyzing it, and putting it to use in line with your defined strategy. The most prevalent means of obtaining customer feedback are: IVR – A great tool for short surveys immediately following the phone interaction. It… Read More »

Best Practices for Listening to the Voice of the Customer

Service quality is an important means of competitive differentiation. For years, contact centers have gauged their performance using internally-generated quality monitoring scores. A growing collective of service-conscious companies also measure the “Voice of the Customer” (VoC) and integrate this perspective with internal quality and other performance measures. The first step in planning for your VoC… Read More »

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VoIP Transforms Outsourcing for Agents

Outsourcing is nothing new. For years, centers have allocated certain inbound call types and/or percentages of calls to third party service partners using relatively simple technology. In such cases, the outsourcer supplies people as well as the technology for contact routing, management, and reporting. While this model offers ease of implementation with simple, proven technology,… Read More »

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Self-Service for Tech-Savvy Consumers

If you think self-service is old news, think again. A new generation of tech-savvy consumers has entered the fray with decidedly different notions about what constitutes effective communication. Mobile trumps land-line and full-screen. Text messaging trumps voice. Event-triggered notices trump customer-initiated inquiries. There’s a golden opportunity to deliver superior customer service AND bolster the bottom… Read More »

Contact Center Technology Sourcing Options

Contact center technology sourcing decisions are not as simple as they used to be. The sourcing landscape includes a wide array of hosted services and support options that are as attractive to multinationals as they are to single site centers. The old saying, “Good, fast, cheap – pick two” may be gone. If you consider… Read More »

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Top Ten Contact Center Technology Implementation Tips

After a long and painstaking process to acquire the perfect contact center technology, it’s really tempting to just let the IT department get it up and running as quickly as possible. But if you want to reap the rewards of all that hard work, you’ve got to take the time and commit the resources to… Read More »

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Technology Enables Cross-Selling/Up-Selling for Contact Centers

Cross-selling/up-selling is a strategic focus for centers that seek to add value to their customer interactions. Technology is a crucial resource when setting these strategies in motion. It plays a part in every stage of the process – from hiring/training agents to management contacts to evaluating results. Technology prepares agents for success. During the hiring… Read More »

Contact Center Vendor Selection: Get to Know Potential Partners Early

A healthy relationship with a vendor takes hard work, effective communication, and setting appropriate expectations. It starts before you sign on the dotted line. Take time to build relationship with potential vendors/distributors well in advance of your target procurement and implementation time frame. A “courtship” is far more than an educational exercise to become familiar… Read More »

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7 Steps to Success for Web Chat in the Contact Center

Web chat for contact centers is on the rise. Three-quarters of the participants in our 2010 Multi-Channel Customer Contact Survey said they either supported web chat today or planned to do so within the next 2 years. I’m not surprised. Web chat boosts the success rate of Web-based self-service by helping customers solve problems or complete… Read More »

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Contact Center Technology for Home Agents

Contact centers have been intrigued by the promise of home agents for years. Technical and economic hurdles have prevented many centers from giving the remote workforce option serious consideration. VoIP-based technology offerings help get centers over the technical hurdles. But you need to consider the enabling technology carefully to ensure that you get acceptable voice… Read More »

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