Question: The executives here have decided that they want our company to dramatically improve customer satisfaction and loyalty. At a high level we can either invest in voice of the customer technologies or we can invest in tools that help us develop our employees’ skill and knowledge. I don’t think there is some middle ground compromise between the two, as the budget only goes so far. Happy to hear your thoughts.
Nothing can tell you more about your contact centre performance and customer experience than analysing the conversations between your agents and your customers. There are enormous business opportunities hidden within customer conversations, and gaining visibility of this information is invaluable for optimising the efficiency and effectiveness of your workforce. Sean Murphy, Director of Product Marketing at Genesys, looks at how Speech Analytics can help overcome contact centre challenges and improve agent performance. Continue reading Speech Analytics: Do you really know how your agents are performing?
Klaas van der Leest, UK Managing Director, discusses the benefits of Web chat and explains how to prepare for the chat revolution. Continue reading Web chat: Why it’s becoming the customer channel of choice
“Using insight and foresight to add value to the customer experience will open up exciting new sales opportunities and minimise lost revenue in the world of self-service,” says Serco’s Service Design Director, Andrew MacDonald. Continue reading Protecting & Growing Sales in a Multi-Channel World – New Serco Whitepaper
It’s hard to predict the next big things that will disrupt the customer behaviour. But for call centre industry, there are five trends already underway that show every sign of continued growth in 2014 and beyond. Continue reading Five Major Trends that will Change the Contact Center World
Rapide have shared lots of thought leadership recently about the importance of listening and responding to customer feedback and how their customer feedback solution, Rant & Rave, can provide a platform for this. But what about keeping customers informed and engaged throughout their journey? Continue reading Rapide publish Nine Top Tips for Enhancing Customer Experience using Proactive Communication