Featured Editorial

Make this One Thing a Priority in Decisions to Drive Organizational Success
7/18/2016 - Making decisions that affect an entire organization is a challenging activity. There are a number of different variables involved in any key organizational decision, including the anticipated impact on customers. Fortunately, there is a myriad of data available for business leaders to use when making decisions. Some of the best insight comes from 3rd party remote call monitoring.
Why Changing the Standard of Quality is Critical to Succeeding in Customer Service
7/14/2016 - How does your organization define quality? It's an ambiguous word as it doesn't necessarily mean the same thing to everyone. And how do you define it if the standard by which you compare changes over time? This is a tough area to get just right, especially in the call center industry. If your standard of quality does not match that of your customer, you're missing out on key opportunities.
Call Monitoring Has a Place in Customer Relationship Personalization
7/13/2016 - Today, a lot of companies are finding new and unique ways to use analytics and machine learning to help personalize their marketing and customer support messages for their customers. Customers expect personalization today, and they have little patience being treated as one of the herd. They expect it for good reason: most companies today have a font of information about each individual customer, and a generic message makes the customer wonder, "Why do I allow the company to collect all that information if they're not going to use it to make things easier for me?"
Train Contact Center Agent Groups to Understand Negative versus Positive Language
7/8/2016 - When we have a problem with a company and need to pick up a telephone to correct it, we expect empathy from customer support agents. After all, that's what they're hired for…to solve our problems, and to do it in a way that doesn't offend us. While some people are deliberately confrontational and antagonistic, most customers are simply eager to resolve the issue as fast as possible. They understand that the person on the other end of the call doesn't make the rules about returns, shipping or extra fees on bills.
Supporting the Multi-Lingual Customer Base is Critical Today
7/6/2016 - Discussions surrounding the typical call center and the challenges that tend to define operations generally land on multichannel management, scheduling, adherence, metrics and the customer experience. What can easily get overlooked is the changing face of the consumer, one that doesn't always speak English, but still needs the same level of care.

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