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Customer Service Metrics are Not Customer Experience Metrics

A customer calls your company. They’re deflected or handled or even converted. But are they satisfied? According to a February 2012 International Customer Management Institute article, “Call Center Metrics vs. Customer Experience Metrics: The Critical Difference,” customer relationship expert and CEO Mary Murcott suggests that customer service and customer experience are worlds apart. And so...

Measuring Call Center Customer Engagement

Businesses that use call center software are able to interact better with customers. This will include being more engaging and responsive to improve customer satisfaction. A business is better able to grow and maintain their customer base using good customer engagement. You will need to measure customer engagement for your business to see if an...

Becoming Channel Agnostic in the Mobile Age

Think of your typical day. How has it changed from five years ago… even from one year ago? Think of how many hours you spend actually sitting at your desk in front of your computer versus how many you spend traveling, attending meetings, seeing customers, or working at home. The evolution of how most of...

Serve the Customer, Not the Channel

What does the acronym FCR mean to you? Is it known in your organization as “First Call Resolution” or “First Contact Resolution?” Lately, some might even refer to FCR as “Frenzied Customer Report.” Why? Because as new communication channels have emerged, customers’ entry and exit points into your organization have become more difficult to predict. ...

Customer Engagement Strategy: Consistent, Integrated, and Mobile

Do you have a smartphone?  So do your customers.  The latest numbers show 116.5 million smartphone users in the United States. That’s a 6% increase since May, and these numbers don’t include the introduction of the iPhone 5 or the Galaxy S III.  We already know that the exploding smartphone market is changing how consumers...

Voice of the Customer: What Your Customers are Really Saying

“Your most unhappy customers are your greatest source of learning”—Bill Gates. Successful businesses know that hearing and responding to the voice of the customer is imperative in today’s globally competitive marketplace.  Yet while hearing the voice of the customer has never been more important, it has also never been more challenging.  Customers will talk to you, but...

Call Center Technology Improves Efficiency and Service

Customer call center technology has continued to evolve in many different directions. As a result, it can vary from the small and simplistic operation to larger, more complex centers that utilize the latest technological applications and systems. The challenge for all of today’s call centers is selecting technologies that work for them. There are some...

3 Alternatives to Contact Center Monitoring

This article appeared under the title "Sigmund Freud and Contact Center Monitoring" in the September issue of Contact Center Pipeline. Let’s do a “free association” exercise.  What pops into mind when you consider the phrase “Call Center Monitoring Technologies?”  Just think for a moment.  Depending on how successful the technology monitoring initiatives have been in your center,...

Next Generation Contact Centers: Getting Social Right

  (Note: This article was also featured in the February edition of Contact Center Professional) Social media is transforming the contact center landscape.  When your company gets social media right, it can be very good:  engaged customers, a data gold mine, and the opportunity to let your best customers become your best advocates.  When you get social...

Rate Your IVR Sales Leveraging Efforts

IVR sales leveraging is using your IVR system to cross-sell and upsell to current customers who call your customer service department. By automating targeted offers through the IVR system, sales leveraging enables you to increase sales and increase the return on investment of your IVR system. Use this scorecard to rate your IVR sales leveraging effort....

Do's and Don'ts for Implementing IVR Sales Leveraging Techniques

IVR best practices include proper implementation of IVR sales leveraging techniques, as described in this article by hosted IVR services provider USAN. Implementing IVR sales leveraging techniques may seem like a complicated endeavor. You have multiple offers, a plethora of customers to offer them to and several IVR sales leveraging techniques to choose from. Here...

IVR Quiz: Sales Leveraging Techniques

Take this IVR quiz to find out how much you know about using IVR sales leveraging to increase your sales. Then read our IVR white paper to learn more. How much do you know about using IVR sales leveraging techniques to increase your sales? Take our IVR quiz to find out. Read the questions carefully...

IVR Myths Busted #3: Some Tasks Are Too Complex to be Automated in an IVR System

Is there a task that you automatically send to the call center agents because you think your IVR system can’t handle it? If so, you’re missing an opportunity to increase your IVR system utilization and ROI. This is the final in a series of articles that breaks down popular myths associated with IVR systems and...

IVR Myths Busted #2: Increasing IVR System Utilization Decreases Customer Satisfaction

Are you settling for less than 80% utilization of your IVR system? If so, chances are good you’ve bought into one or more common misconceptions about IVR systems that are preventing you from achieving better utilization. This is the second in a series of articles that breaks down popular myths associated with IVR systems and...

IVR Myths Busted #1: No Standard Exists for Measuring IVR Utilization

Do you know what percentage of calls your IVR system is successfully processing? This data is key to making improvements in IVR system utilization and increasing your return on investment. But few IVR system vendors want you to know your true IVR utilization rate. This is the first in a series of articles that breaks...

Five Tenets of Improving the Customer Experience

I. The customer is our reason for being here. A Small Business Trends article entitled “Sixty Eight Percent is Yours to Keep” explains that “sixty eight percent of clients who leave do so because they feel unappreciated, unimportant, or taken for granted.”  Replacing 68% of your client based is not an option, so the solution...

ICMI ACCE Conference & Expo

USAN will showcase to conference attendees their Multi-channel Customer Engagement platform including cloud-based contact center products for inbound, outbound and self-service applications as a gold sponsor at the 2013 ICMI ACCE Conference and Expo in Seattle, WA. Contact center management and customer experience professionals will be among the attendees at the showcase, which will demonstrate a single customer...

Bad IVR experiences lose customers

IVR can be a great tool for companies in decreasing customer wait time and increasing customer satisfaction, but customers are sometimes not overly fond of automatic response systems--especially when they have bad experiences. A new poll shows just how costly those bad customer IVR experiences can be.  The nationwide poll found that more than 8 in 10 respondents...

Call Center Solutions: Trends to Watch

If your image of a call center is simply a bunch of people in cubicles with phones and a keyboard, times have changed.  Today’s customers expect to interact with companies on a variety of platforms—phone, e-mail, chat, text, and social.  As customers’ expectations have changed, call center solutions have grown increasingly sophisticated.  Here are a...

Cross-channel Customer Experience Metrics Provide the Diverse Data Companies Need

The business today that doesn't take its analytics into account is likely experiencing a great deal of difficulty meeting its customer's demands. Considering analytics, however, is only the latter part of the battle. The first essential consideration that is related to customer experience metrics is the manner in which the information is gathered and then...