Search

Blogs

How to Make Omni-channel Customer Service a Reality

Phone. Email. Social media. Your website. Customers have many ways to engage with your company. But siloed communication channels create a fragmented experience that frustrates customers and impacts service levels. Integrating multiple channels enables organizations to deliver consistent service and lead customers on a coherent customer journey. For some time now companies have recognized the...

Barriers and Benefits to Moving Your Contact Center to the Cloud (with Infographic)

Chances are good that, like most companies, you’re already using public or private clouds to host IT services – and you’re reaping the benefits: You’ve reduced costs by moving to a low monthly operating expenditure and greatly reducing – if not eliminating – the capital expenditures associated with an on-premise application. You’ve reduced operational overhead,...

ICMI Call Center Expo 2014

USAN will demonstrate its new cloud-based multichannel contact center platform at the ICMI Call Center Expo in San Diego May 6-9. Visit Team USAN at Booth 315 to learn more about the industry's most versatile and flexible contact center solution in the cloud. Check out the event website here. You Belong at the Premier Global Event...

Threats to Cloud Call Center Security

For a business considering migrating call center operations to the cloud, two primary concerns are security and availability. But according to Tony Bradley, PC World contributor and principal analyst with the Bradley Strategy Group, the debate over cloud availability is “silly” while concerns about security and privacy are valid. Others agree. Earlier this year the...

The Key to Big Data Success in an Omnichannel Contact Center

It’s easy to get caught up in the opportunities made possible by big data in an omni-channel contact center. The information customers provide both explicitly and implicitly about their preferences and intentions can lead to valuable insights that improve how you engage with them. Once you start thinking outside the box, it seems there is no...

Are you using Big Data to engage your Customers?

  Your organization’s contact center is a hotbed of data. Every interaction with the customer results in a wealth of information – some of it inferred, some of it explicitly stated – about the customer’s needs, wants and desires. This data offers organizations of all types and sizes an opportunity to take customer service to...

Go read up on Customer Experience Ecosystem Mapping

I recently participated in a panel at the ICMI Call Center Demo and Conference here in Atlanta with Sarah Stealey Reed (@stealeyreed), Chad McDaniel (@ExecsInTheKnow), Kim Martin (@kbmartin15), and Jay Wolcott (@jaywolcott).  A theme I kept returning to was that of establishing a business process that focuses on your customers' experience without regard to the...

Big data and the customer experience - how does one affect the other?

The mission and goal of your call center are to provide the best customer experience, but from an analytics perspective it’s somewhat like the chicken and the egg dichotomy: which comes first, the data or its exploitation? Report highlights a rich seam of customer revenue According to a piece by Simon Lande in CMS WIRE,...

Big data and its impact on the customer experience from the call center

Whoever invented the term “big data” succeeded in combining jargon with an intuitive understanding of what it means: data that is... uh ... big. We know that data is a collection of facts from which we can draw conclusions, trends or even spin to our own ends. Add the word “big” and you open the...

Inception: My Dream Call Center within the Dream Call Center as Dreamed by Chip Bell

Chip Bell, the keynote speaker of the upcoming ICMI Call Center Demo and Conference here in Atlanta, today posted his wish list for a perfect call center. He makes great points that I believe are spot-on and essential, but to prevailing attitudes today, they may seem counter-intuitive. I just couldn't resist offering additional insight to his...

Customer Self Service Priorities Should Focus on Service, not Cost Savings

I just read a great article by Josh Chapman at Cars.com about self-service.  The overall point is that when planning self service options, the goal to keep in mind is customer service, not cost savings. He describes two extremes: one where companies are trapping customers in over engineered IVRs, and another where companies are not...

ICMI Report: Social Media Is "The Core" Of A Multichannel Strategy

This is the third in our series of briefings on the USAN-sponsored report, “Extreme Engagement in the Multichannel Contact Center” by the International Customer Management Institute (ICMI).  Previously we noted the de facto presence of multichannels in everyone’s business strategies, and we summarized the alternatives - adjuncts really - to the traditional inbound telephone customer...

ICMI Report: Multichannel Is Already Here

Customers have more options in seeking out services and products, and contact centers need to leverage those options. According to the USAN-sponsored report by the International Customer Management Institute (ICMI), “Extreme Engagement in the Multichannel Contact Center,” those options are the traditional as well as new portals (and exits) to “already crowded contact centers.” The...

ICMI Report: What Customers Really Want

According to the USAN-sponsored report by the International Customer Management Institute (ICMI), “Extreme Engagement in the Multichannel Contact Center,” when it comes to receiving service, not surprisingly a plurality of customers (38 percent) ranked “speaking directly to a phone agent” as their top preference. What came in second? It was web self-service, at just over...

What to Expect Out of Your Cloud Provider and Call Center Security

If you think you're scared of performing personal pharmacy or credit card transactions in the cloud, imagine the concerns of business managers when it comes to security and government regulatory compliance. In fact, according to our newest whitepaper “Call center compliance in the Cloud,” many businesses avoid the problem altogether: To address (compliance) concerns, businesses...

Workforce management solutions in the cloud leverages human capital

Walk into any call center during a high-volume call period and listen to the reps handling the random calls. It all seems rather chaotic, but there is a pattern that, with the help of computers, breaks down into a predictability that allows managers to: accurately forecast, schedule and staff the call center to deal with...

Survey shows need for more powerful utilities customer engagement

If utilities customer engagement consisted of just stuffing a utilities bill envelope with a brochure on energy savings, then every energy company in the world could claim it is truly customer centric. Unfortunately, according to a Renew Grid piece, there’s more to it than that. Further, according to an annual survey by Accenture, a global...

Hosted call center solutions in the cloud are rising to the occasion

If your call center is the “golden gate” to your business, then yours may be one of those businesses that can’t wait to move to the cloud. You’re probably hankering to free yourself from the tethers of hardware maintenance and the middle-age spread of numerous business applications and systems that have grown less and less...

Optimizing the Contact Center/Call Center

Join USAN at the CCNG Optimizing the Contact Center/Call Center event on Thursday, August 22 to uncover the secrets of the best contact centers and find out how to apply them in your organization!  We'll reveal new contact center optimization solutions that are now accessible and affordable to organizations of all sizes.  You'll learn breakthrough strategies...

Risk Management Compliance Master Series

The laws that affect contact centers have become overwhelming. Business owners frequently lose sleep over the complicated and ever changing regulatory environment. Enforcement actions and penalties are increasing exponentially, not to mention the onslaught of class action lawsuits. This is one area where ignorance is not bliss. Obtain the information that will allow you to...