Outbound telephone surveys can be the ideal way to generate loyalty and learn where your service is falling short. Where would we be without consumer feedback? If the contact centre’s role is customer relationship management, then direct feedback from those customers is worth its weight in gold.
Setting and achieving contact centre success benchmarks can best be done by identifying and regularly monitoring key performance goals (KPIs). What are KPIs? Key performance indicators, or KPIs, are significant measurable metrics an organization can utilize to gauge the success or failure of projects, departments, and initiatives.
A bad online reputation can turn a perfectly good company into a business pariah. They say that thanks to the Internet, we’re never truly alone. And when you think about it, they’re right—we’re connected to each other through more ways that we realize. Email accounts. Messenger apps. Social media. The proverbial “town hall” has made […]
Multichannel outreach relies on a unified system of communication and teamwork. There’s a big difference between a multichannel contact centre, and a call centre that offers more than one channel.
Everything you need to know about a business can be found online—what do your search results say? Today’s Internet is a complicated place. We have access to more information than anybody ever has before, and what do we do with it? Most of the time, we’re complaining. Just take a look at the nearest Facebook […]
Understanding how to measure and leverage customer satisfaction metrics in a digital age Customer satisfaction can be a tricky trait to measure, especially with satisfaction being so subjective. While an individual customer may consider a service, a product, or technical support satisfactory, another may not. Sometimes the disconnect is a matter of opinion. Maybe Customer […]
Unpredicted call volume can wreak havoc on your centre’s customer satisfaction and efficiency. It’s no secret that the contact centre is powered by data. Data gives us the ability to assess caller behaviors, analyze their interactions, and deliver a better overall customer experience. And as it turns out, the benefits of data aren’t limited to […]
February is the month of relationships – and your relationship with your customer is more important than ever. The contact centre is a hub of relationships. Yes, in the past we’ve discussed how your agents are the problem-solving first responders for crisis situations, but really, it’s not always that dramatic. Your agents are simply there […]
Customer satisfaction is essential to the contact centre—and improving it is easier than you think. In the customer service game, is there anything more important than customer satisfaction? Oh sure, there’s no denying that metrics like First Contact Resolution (FCR) and average handle time (AHT) are essential as well. Every metric has a role to […]
Improving your contact centre’s service quality with proactive practices. A company’s support centre is the backbone of public relations and customer satisfaction. Customer service is often the window through which consumers and the general public see any organization, and failing to deliver quality support at all times can be a business killer. In fact, 76% […]